Tech

Delivering the highest levels of customer satisfaction through expertise in call center managementHigh-energy call center manager with a consistent record of achievement in advancing customer service and sales. Dedicated team player and strong communicator able to coach and motivate teams to excel. Additional core competencies include:.       Service Center Operations·       Call Management Systems·       Coaching/Training·       Quality Assurance Methodologies·       Reports                                                 ·       Scheduling·       Performance Reviews·       Escalations·       Workforce Management·       Metrics                                                  ·       Collection·       Strategy

•	Work closely with AT&T mobility vendor call centers to ensure all key metrics are met or exceeded.  
•	Analyze and report on all aspects of the Quality feedback tool. 
•	Hold weekly calibration meetings with all vendor sites to review results and discuss opportunities and successes.
•	Utilize various collection systems as well as Methods & Procedures portal to audit policy compliance and associates’ decision-making skills when making payment arrangements, restoring service, answering billing questions, etc.

Manager Quality/M&P/Process- Ensure all vendor key metrics are met or exceeded.

•	Managed a team of six Workforce Analysts in a busy call center. 
•	Analyzed workflow of national mass markets inbound/outbound call volumes, including monitoring all critical metrics. 
•	Responsible for the administration of workforce (400 headcount) to ensure an acceptable balance between daily workloads and operating costs in an inbound/outbound collections team. 
•	Responsible for contractual agreements between AT&T and several outsource facilities.
•	Analyzed data to determine overall performance by identifying cause and effect relationships to ensure most effective outbound calling periods and accurate utilization of workforce.
•	Responsible for maintaining contracts for predictive dialer, scheduling system, etc.
•	Extensive knowledge of CMS and Aspect 7.1

Sr. Workforce/Operations Manager-Analyzed center workflow & critical metrics

•	Performed customer service, sales and support and account maintenance for residential and small business equipment accounts.
•	Acted as first line interface between the general public and the sale of AT&T equipment. 	
•	Was recognized for outstanding achievements and received several awards (COP Spot Award for support and success of young account portfolio 04/01/96, Top Ten Percent Club in equipment sales and rental for 6 straight quarters between 06/94 thru 95) and several customer commendations for my work in this position.

Customer Service Representative- Exceeded quotas, set by the company for sales and productivity

Find out detailed information about Brad Hoffe,  in west jordan, UT

Brad Hoffe: in west jordan, UT

Brad Hoffe

AT&T

AT&T

AT&T

Salt Lake Community College