Escolar Documentos
Profissional Documentos
Cultura Documentos
Methuen, MA 01844
Phone 978-382-0831
E-mail jgb1f622@westpost.net
John F Gilhooly
Objective Experienced Call Center and Customer Service Supervisor/Manager lookin
g for an exciting challenge in a dynamic workplace. My proven leadership and mot
ivational skills promote a fair and enjoyable work environment for employees, le
ading to excellent results and good morale.
Work experience May 2008 a" April 2009 HEITECH SERVICES INC/US DOT, Cambridge,
MA
ON SITE CALL CENTER SUPERVISOR, Hazmat Registrations
Call Center Supervisor in Hazardous Materials Registrations Dept, responsible fo
r scheduling workload to ensure proper phone coverage 7 AM a" 7 PM. Over 35,000
registrations annually, coordinated by small staff of CSRs. Resolve all suspende
d registrations and coordinate resolution of payment issues. Heitech Services In
c. was a contractor at federal facility, Volpe Center. Position was moved to Was
hington DC, resulting in layoffs.
June 2004 a" April 2008 ARMA/US DOT, Cambridge, MA
ON SITE CALL CENTER SUPERVISOR, Hazmat Registrations
Call Center Supervisor in Hazardous Materials Registrations Dept, responsible fo
r scheduling workload to ensure proper phone coverage 24x7. Over 35,000 registra
tions annually, coordinated by small staff of CSRs. Resolve all suspended regist
rations and coordinate resolution of payment issues. ARMA was a contractor at fe
deral facility, Volpe Center.
Feb 2000 a" May 2004 BECKMAN COULTER INC, Miami, FL
CALL CENTER SUPERVISOR, SERVICE COORDINATION
* Supervised staff of 20-22 Service Coordinators (Dispatch) in Miami Call Cente
r. Scheduled employees to provide proper coverage for geographical service areas
, hire and train as needed on Vantive operating system, and ensure customer sati
sfaction with respect to companyas commitment to 1 hour response to field servic
e needs. Over 30K phone calls/month inbound and 15K service calls/month coordina
ted/scheduled. Analyzed daily, weekly, and monthly ACD reports to provide accura
te data to management and employees in order to monitor and improve efficiency.
Provided quality feedback and mentoring to employees through monthly phone monit
oring. Maintained employee training records to ensure compliance with training r
equirements. Involved employees in rigorous goal-setting activities, resulting i
n improved service revenue.
* Measurable accomplishments during tenure:
1) Reduced average talk time per call by 40%
2) Reduced absenteeism by 50%
3) Reduced open service calls at 30 days from 20% to less than 1%
4) Reduced backlog of disputed service invoices by over 90%, from $4.2M to $0.25
M in 3 years.
Jan 1993 a" Feb 2004 BECKMAN COULTER INC, Miami, FL
ACCOUNT BUSINESS REPRESENTATIVE
* Total responsibility for accounts in designated geographical areas from sale o
rigination to installation and return of trade-in equipment. Also entered custo
mer orders for consumable products and supplies via telephone. Worked on governm
ent and national accounts to ensure strict regulations. Proficient with JD Edwar
ds system. Promoted to Sr Business Rep in 1996.