Experience

• 

  Alorica

  • Manager

    • Mar 2010 - Present

    • Client Solutions Manager of American Express Retail and Travel multi-million dollar portfolio for West (now Alorica) Corporation. The portfolio consists of 15 products. As Manager, Client Solutions Don manages the client relationship for Alorica’s AMEX Retail and Travel portfolio across sites. Don performs a variety of duties and wears many hats to ensure success of the account at all levels. Responsibilities include account servicing, business development, and managing revenue producing activities while leading business process optimization initiatives. Quality Auditing team, Back Office support and Customer Experience management was also placed under Don’s leadership. The objective was to enhance the overall client relationship while promoting business growth opportunities and increased revenue. - Manage, and participate in client service projects from beginning to end which includes acting as primary contact on a project and providing direction to assigned staff during all stages of project Customer Experience/Customer Satisfaction Manager; consisted of conducting deep dive analysis, identifying key themes of customer satisfaction and dissatisfaction, determining root cause of rep performance, and developing performance improvement plans.  Quality Manager of QA Teams responsible for all aspects of Call Quality auditing, Back Office off-phone clerical work teams auditing, Claims Accuracy auditing, and Financial Transaction audit teams. Additional Responsibilities:- Analyze and interpret data from reports and identify process deficiencies, and knowledge and training gaps, and develop processes and procedures for overall program performance improvement.- Responsible for resolving systems access issues, new systems roll-out and analysis and reporting of key performance metrics for overall program improvement opportunities.

• 

  MetLife

  • United States
  • Insurance
  • 700 & Above Employee

  • Customer Service Supervisor

    • Aug 1999 - Sep 2008

     Supervise/Coach/Mentor Team of 15 – 45 consultants to meet and exceed company Quality and Customer Satisfaction objectives.  Responsible for successfully managing all aspects of the business including recruitment and hiring, special projects, performance management, training, salary increases, employee satisfaction, rewards and recognition programs, diversity, change management, scheduling and budget, while creating business partnerships in support of business growth and increased customer satisfaction and retention.

  • Corporate Training Specialist

    • Aug 1997 - Aug 1999

    Developed and delivered business specific product (life insurance, annuity, and taxation), systems training and continuing education to employees including senior management, departmental supervisors, customer service and administrative staff for MetLife call center Tulsa, OK.

• 

  United States Air Force

  • NCOIC

    • Jul 1982 - Oct 1993

    USAF Veteran