Gender

Male

Location

Prairie Village, KS

Birthday:

June 18

About me

I have 17 years of Call Center experience. In my project and outsource work I have had experience with 2 clients, Philips Magnavox and Sears. In my previous employment I have been fortunate to be part of the management team opening 2 new call centers for Intuit and 1 for Sprint PCS, both start-up companies. Both companies' goal was to deliver world-class customer service. Staffing ranged from 400 to 1,100 agents in the 3 centers. In my role as a manger I contributed in the decision making for work force management software, hiring criteria, interviewing, training, quality measurements, and assisted in developing the culture of both organizations. My opinion was also sought on other call center operations software and hardware decisions due to my technical education and experience. What I have to offer: 1) Project Management Certification (course work in progress with certification test completion date of January 2010 2) 10 years management and operations experience with Intuit, Sprint PCS, SITEL-Philips Magnavox account, and Lockline-Sears account 3) MBA with a 3.62 GPA 4) Excellent project, communication, and negotiation skills acquired through 15 years experience in management, service, and sales with Intuit, Sprint, SITEL-Philips Magnavox, Lockline-Sears, and AT&T I would appreciate your consideration of my resume and hope to have an opportunity to further discuss what I have to offer. Please contact me at your earliest convenience. B. Drew Hawes 7400 Roe Circle, Prairie Village, Kansas 66208 Home: (913) 831-1466 / Mobile: (913) 209-3875 E-mail: bdrewhawes@yahoo.com Background includes practical experience and education, which have fine-tuned the following core competencies in these key areas: Call Center Management Technical Solutions Customer Service Training Process Improvement Telecommunications Sales Software Sales Hardware Sales Financial Services Sales Offering highly motivated and effective performance in all areas of professional responsibilities. Excellent communication and presentation abilities. PROFESSIONAL EXPERIENCE AT&T - Kansas City, Missouri 04/25/08 – 02/04/09 Consumer Telecommunications Sales Consultant Sales of legacy AT&T and U-verse IP consumer wireless, wire line, and data products to MOKAT (MO, OK, KS, AR, and TX) and CA consumer accounts. Developing customer relationships and conducting billing analysis to promote up-sells and future referral business. Sprint Corporation, Lenexa, Kansas 10/22/02 - 04/22/08 Business Data Sales Consultant Calling on medium to large businesses throughout the United States selling wire and wireless products. These products include but are not limited to T1s for data, voice, and Internet. Average sale is $15,000 over 2 year contract. lock\line LLC, Prairie Village, Kansas 06/01 - 05/02 Account Care Project Manager and Floor Supervision Managed operational launch of Sears Account Care debt cancellation project. Manage a staff of 46 customer service representatives and co-managed with one Supervisor. Responsible for all aspects of operational aspects of new accounts. · Involved in hiring and training of 46 CSRs and 1 new Supervisor. · Participated in skill routing recommendation. · Delivering consistent Service Levels since August 1st launch with an 80% / 20 second goal. · Championed Retention/Sales goal setting, which has yielded, increased retention percentages for the past 3 months. Sitel Corporation, Longview, Texas 1999 - 2001 Senior Operations Manager Acting in a Call Center Consultant capacity to initiate and manage a productivity and quality program. Developed a Productivity Improvement Plan Team to lead an ongoing business initiative. This plan was divided into 2 stages; productivity and quality and was made up of Team Leads and feedback from Agents and Quality Assurance. Later I was offered and accepted the Senior Operations Manager position. Due to a relocation of the General Manager I was the acting Call Center Director of Philips Magnavox Customer Service from 12/99 through 05/00. ·Instrumental in my role as the Director in securing a new contract with Philips Magnavox. This new contract ensured Philips of consistent service and quality as well as increasing revenue for Sitel on the account. SPRINT PCS, Fort Worth, Texas 1996-1998 Sprint PCS Activation Manager Manage a staff of 6 to 8 Floor Team Leaders and up to 125 customer advocates. Responsible for all aspects startup company's customer service quality and process improvements to better serve Sprint PCS customers. · Championed Call Readiness Training Process Improvement strategy that certified over 175 new Activation advocates in preparation for launch of new digital PCS phones in December of 1996. · Assisted in conducting interviews and job fairs, which resulted in over 800 new customer service advocates. INTUIT, Tucson, Arizona 1991-1996 Business Products Group Technical Support Manager Manage a staff of 5 Line Supervisors and up to 100 representatives. Managed the Personal Finance Group (PFG) supporting the Quicken product line. Transferred to manage the Business Products Group (BPG) supporting the QuickBooks product line in 1995. Responsible for all aspects of customer service quality and process improvements to better serve Intuit customers. · Hired and trained 3 new Supervisors while manager of PFG. · Championed QuickBooks DOS Process Improvement Training strategy that provided additional training to representatives, decreased AHT from 18.0 minutes to 14.6 minutes, and decreased data recovery turnaround time from 2 weeks to 2 days. · Championed and trained an up-sell/cross-sell program that yielded a high of $10,000 a week in new product sales and upgrades. This program generated $78,248 in gross revenue from January to March 1995. EDUCATION Master of Business Administration 1996 University of Phoenix, Tucson, Arizona Bachelor of Science – Management 1989 Golden Gate University, Los Altos, California Certified Project Manager Associate Coursework 2009 (In progress completion 12/2009) Johnson County Community College, Overland Park, Kansas Cisco Certified Network Associate Coursework 2002 Johnson County Community College, Overland Park, Kansas Graduate: Computer Programming 1991 Computer Learning Center, Santa Clara, California

Company

Hawes Call Center Consulting

Title

Call Center Operations Management and Consulting