GREGORY A. HULSE
1204 CENTRAL AVE. SUITE #241
HOT SPRINGS NATIONAL PARK,
AR.  ZIP CODE 71901
MOBILE#  [Send email to request phone number] 47-7071
[Send email using form at bottom]

CALL CENTER MANAGER

Extensive call center management experience for major institution. Possess
strong team leadership, motivational, and coaching skills. Technically astute
with experience in telephony systems technology. Maintain a consultative coaching
style and extensive interviewing and hiring experience. Establish performance
goals to meet efficiency levels, sales targets, and quality assurance standards.


Core competencies include:

    * Building a team that effectively supports client programs, products and
services.
    * Driving the development of superior customer service and high
performance.
    * Leading work flow distribution and floor management to ensure service
levels are satisfied.
    * Hiring, training/developing, motivating, coaching, evaluating and
retaining qualified staff.
    * Maintaining service, talk/wrap time, data, and both client and consumer
satisfaction levels. 

PROFESSIONAL EXPERIENCE

Five Star Marketing & Sales  N.O., LA. 70116                     1990 - 2005
Inbound Call Center Manager  

    * Direct call center operations as a liaison between clients, supervisors,
and call center employees.
    * Administer performance management by diagnosing improvement opportunities,
providing effective feedback, coaching, training, professional development, and
corrective action plans.
    * Perform quality checks, develop and review performance reports, identify
areas to improve, and implement measures to track performance levels and meet
objectives.
    * Conduct group training sessions on financial products and services. 
    * Develop sales techniques of each customer service representative to drive
revenue growth .
    * Coordinate the interviewing, hiring and training of over 500 customer
service representatives. 
    * Monitor interaction between staff and callers to ensure quality assurance
standards.
    * Review call center statistics to measure staff performance and the need
for improvement.

Company, Town, XX                      1978 - 1990
Outbound Call Center Supervisor

    * As team leader, motivated and supervised an outbound call center staff of
200 staff.  
    * Developed a system and call scripts to facilitate the efficient management
of call volume.
    * Provide customer service excellence and client tracking systems.
    * Conducted hundreds of interviews with responsibility for the placement of
employees.
    * Ensured strict adherence to company policies and procedural guidelines. 

Resort Management Group  Metairie, LA.             1980-1990
Customer Care Representative 

    * Provided quality customer service with a high volume central processing
and distribution center.
    *

    * Responded to customer calls and inquiries regarding product orders,
warranty issues.
    * Collected customer demographics and payments on orders placed.
    * Accurately and efficiently input data utilizing the exception
alpha-numeric keyboarding skills.
    * Kept apprised of products, services, promotions and warranties.
    * Expedited and facilitated the escalation of customer service issues.
    * The Entergy Co.                      1978-1980