Responsible for the management of 18 employees in a 24/7/365 Customer Support call center and the satisfaction of over 1300 international customer sites for a suite of Healthcare Information Technology Software Applications.
·Annual department budget review and implementation.
·Monthly statistical reports, presentations and recommendations to the company executive team.
·ACD phone queue implementation and maintenance.
·Achieved reductions in Average Speed of Answer (by 41%), Abandoned Calls (by 50%), and Incident Backlog (by 63%).
·Accomplished inbound call center goal of handling the majority of issues on initial call request (increased by 450%).
·Established the requirements, protocols and procedures for migrating from a homegrown FoxPro incident tracking solution to Vantive CRM.
·Directed initiatives to ensure Customer base was migrated to Y2K compliant release.
·Developed content and layout for the Customer Support internet and intranet site including FAQ’s and troubleshooting documents to expedite issue identification and resolution.
·Hired key personnel and developed a leadership structure that allowed the ability to manage increased call volume while minimizing increased headcount.
·Implemented a training program to improve customer service skills as well as product and technical knowledge.