Randy Talbot
Randy Talbot

Resume'

Randy Talbot

Phoenixville, PA 19460 | 484-369-3871 | rtalbot@earthlink.net

Call Center Manager

 

Call Center Operations Manager especially adept at call center hiring coaching and ongoing training to ensure compliance with operations regulations. Skilled at setting and meeting productivity goals. Specialize in conflict resolution and the timely preparation of operations and productivity reports. A talented communicator who interacts with all functional areas daily maintaining strong collaborative relationships builds consensus, and elicit clear decisions from clients and all levels of stakeholders.  Outstanding experience in a fast-paced environment with extensive experience working with a variety of diverse personality types. Proficient in MS Office Suite.

 

Areas of Expertise

 

Lead Generation

People Management

Sales Development

Interpersonal Communication

Training & Mentoring

Call Handling

Resolving Disputes

Calming People Down

Customer Service

Records Management

Assessment & Evaluation

Leadership & Supervision

 

 

Experience

 

Senior Dispatch Manager & Trainer, UniTek GS (DirectSat USA), King of Prussia, PA      October 2004 – April 2019

  • Implemented target goals by setting and enforcing standards for speed, efficiency, sales, and quality
  • Supervised the daily operations of the call center and directly responsible for the morale, welfare of 53 members of staff
  • Administered a variety of work checks by monitoring calls to ensure integrity, minimize errors and track operative performance
  • Followed the performance of personnel, identified training needs and revamped working aids related to everyday duties
  • Recorded statistics, user rates and the performance levels of the center by preparing reports
  • Ensured highest readiness maintaining staffing requirements, duties included shift patterns and number of staff needed to meet demand

 

Dispatch Manager, Ironwood Communications, Santa Rosa, CA                                            December 2000 – July 2004

  • Directed daily work activity and priorities for the team; load planning and execution
  • Successfully created and implemented processes to maximize efficiency and quality
  • Reviewed and authorized on-boarding requirements for all new customers
  • Facilitated the client decision-making process by upselling products as needed
  • Establishes rapport over the phone quickly, remains positive and upbeat while resolving customer issues
  • Expertly trained and communicated with team members to maintain clear expectations of policies and procedures

 

Dispatch Supervisor, Viasource Communications, Santa Rosa, CA                                        July 2000 – December 2000

  • Directed a team of  employees to maximize operational performance and corporate goals
  • Liaison to customers to ensure favorable partnership resulting in a high level of customer satisfaction
  • Developed sales agents and team leaders through coaching and training to achieve targets and excellent levels of customer service
  • Implemented processes to improve coaching techniques and coaching varieties as well as training and measuring process for leadership skills

 

Education

 

 

 

Lewis Adult Education, Santa Rosa, CA

MS Office Products, 1996

University of Wyoming, Laramie, WY

Broadcasting & Communication, 1993

 

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