VICTOR L. THOMAS I 101 Drexel Way. Atlanta, Georgia.

30346

(770)312-7055 vt17b662e@westpost.net

CALL CENTER MANAGEMENT - SALES - QUALITY ASSURANCE Results-driven, bilingual Customer Service Professional with 17+ years of demon strated experience optimizing call handling and sales processes, quality control . and customer satisfaction. Extensive hands-on experience in mid-to-Iarge call center settings; a diplomatic leader skilled at facilitating dialogue that ultim ately results in positive outcomes for all stakeholders.Fluently bilingual in En glish and Spanish.

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Change Management Capacity Planning Budgeting and Forecasting Cost Reduction Strategies Sales Management P&L Management Process Improvement/Reengineering Customers Relationship Management Performance Trend Analysis

SELECTED ACHIEVEMENTS Exceeded Customer Service Metrics for five consecutive years. Drove conversion to Blue Pumpkin software resulting in over $4M in savings; slas hed attrition rate 15%. 12+ years experience successfully managing call center operations, technologies, and processes. Conceptualized and initiated sales techniques to drive revenue growth and improv e client bottom line. Recruited, trained, and managed over 200 CSRs to support multiple Fortune 500 cl ients in a call center environment. Recipient of "Call Center Director Achievement" Award for instrumental role in d riving record-high sales increases, client retention, and employee satisfaction in 2008. PROFESSIONAL EXPERIENCE

CALL CENTER DIRECTOR Direct Marketing Solutions, Inc. Atlanta, GA 1998-2010

Directed full spectrum of 24/7 call center operations including management of fo ur group managers and eight supervisors and up to 200agents; responsible for the design, implementation, and monitoring of strategies, processes, and technologi es critical to the support of multiple fortune 500 companies, including several leading healthcare organizations.

* Created, managed, and implemented strategic and tactical plans for daily opera tions; established work priorities, and addressed customer inquiries while meeti ng cost, productivity, and quality goals. * Orchestrated turnaround of sub-standard performance, achieving, or exceeding a ll key performance indicators; developed procedures to maximize productivity and efficiency. * Monitored and analyzed customer satisfaction, developed and implemented traini ng programs, and established policies for customer inquiries and inbound/ outbou nd sales. * Established and developed a culture of customer service excellence and donor s atisfaction to include measurement and continuous improvement. * Identified and established priorities to ensure compliance with corporate stan dards, regulatory requirements, service levels, quality monitoring scores, sales targets, and focus on constant enhancement and improvement of customer satisfac tion scores. * Administered performance management by diagnosing improvement opportunities; p rovided effective feedback, coaching, training, professional development, and co rrective action plans. Reviewed call center statistics to measure staff performa nce and develop process improvements. VICTOR L. THOMAS Page 2

* Monitored staff re met; performed eports to improve * Recommended and nditures.

and caller interaction to ensure quality assurance standards a quality audits as well as developed and reviewed performance r performance levels and achieve corporate objectives. managed functional area capital and operating budgets and expe

PROJECT TRAINER TSYS Columbus, GA 1996 - 1998

1993 - 1996 Coordinated training programs and initiatives for Spanish-speaking workforce in conjunction with human resources personnel to meet defined performance objective s. Planned, created and executed training programs and techniques; analyzed trainin g needs and coordinated training programs for Spanish-speaking employees. Liaise d with management to determine employee training needs based upon established pe rformance objectives and criteria; offered recommendations and suggestions for i mprovements to create and maintain a productive work environment. Monitored and analyzed performance trends to examine results of workshops and training program s. Designed and implemented new hire orientation and training for Spanish-speaki ng employees. Delivered learning opportunities that align client performance req uirements while working in a team environment. SENIOR BI-LINGUAL REPRESENTATIVE Cigna Insurance Co. Hartford, CT Managed all Spanish insurance claims including translation of policies and proce dures. Excelled within service-oriented industry by cultivating positive and productive relationships with Spanish--speaking customers. Facilitated needs assessment an d analysis with Spanish-speaking clients to provide suitable product recommendat ions and ensure optimal customer experience. Served as liaison between clients a

nd insurance company to settle coverage disputes. Collaborated with insurance ag ents and claimants to correct errors, rectify omissions, and resolve other custo mer concerns. Researched and resolved inquiries from various customers to ensure customer retention and satisfaction. EDUCATION Bachelor of Arts, Business Management (1994) University of Connecticut TECHNOLOGY Blue Pumpkin ACD TELESTAT VERINT COGNOS IVR Computer Telephony Integr ation (CTI)