Call Center Manager or Customer Service Manager or Quality Assur
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Timothy J. McDonough 314-324-3548 [email protected] http://www.linkedin.com/in/tjmcdonough143 CAREER SUMMARY Global Bilingual (Spanish) Customer Service / Vendor Management professional with expertise working within multi-cultural environments. Highly organized problem-solver with a commitment to detail and excellence. Specific expertise in the following areas: * Quality Assurance / Quality Control * Voice and Data Recording Systems * Customer Relations * Bilingual Professional * Training / Mentoring * Vendor Relations / Liaison * Troubleshooting * Process Improvement * Call Center Evaluations / Audits * Problem Resolution PROFESSIONAL EXPERIENCE The Western Union Company, Saint Louis / Saint Charles, MO 2004 - Present Money transfer industry leader with more than 420,000 locations in 200 countries. A Fortune 500 company with $5.1B turnover in 2009. Bilingual (Spanish) Supervisor, QA Vendor Site Management 2008 - Present Member of Global Quality Assurance team responsible for quality control in Western Union and vendor sites, including Canada, Mexico, and the Philippines. Administrator of voice and data recording system. * Manage business rules, hierarchy, and content for 7 Western Union and 5 vendor sites, 1,902 front line associates, team leaders, managers and multiple support functions. Maintain service level agreements in response time. * Lead internal and vendor quality assurance teams in all items related to call quality and customer expectations. * Provide subject matter expertise in Western Union products and services, specifically for the loyalty customer program and core services. * Designed and implemented global evaluation process, form, and program to ensure consistency. * Increased capacity of current monitoring solution by 180% with the addition of multiple sites. * Trained Witness voice and data system to new and existing users. * Provide on-going support to 118 teams and 12 sites. * Developed customized reporting on quality of service, action plans, and Integrated Voice Response survey results. * Implemented Integrated Voice Response survey for 12 Western Union call types across multiple centers. * Ensure data integrity. * Proficient in Microsoft Office Word, Excel, and PowerPoint. HP OpenView Service Desk. Witness / Verint voice and data
recording system. Insight survey recording tool. Bilingual (Spanish) Quality Specialist 2004 - 2008 Member of Quality Assurance team responsible for quality control in the Saint Louis and Dallas call centers. Identified opportunities and made recommendations for improving customer and agent support experience. * Monitored, evaluated and provided coaching to customer service representatives in all sites. * Calibrated with customer service managers and vendor partners for consistent evaluation. * Offered direct training on Customer Service Representative Guidelines and Call Management to new hire classes. * Acted as Departmental Administrator of voice and data recording system. * Served as liaison to vendor used for evaluation of several foreign languages. * Supported interview and selection process. Bank of America / HomeFocus Services, LLC, Saint Louis, MO 2002 - 2004 A licensed title agent, providing title, appraisal, settlement and mortgage fulfillment services in 21 states. Relationship Representative Served as a resource for internal and external Bank of America customers by resolving all issues related to real estate title and valuation products. * Explained data relating to products and answered questions concerning policies, procedures, and other general inquiries. * Performed as a back up in any function of the title and valuation process as needed or required. * Provided data entry of new title, escrow, closing requests. American Airlines / Trans World Airlines, Saint Louis, MO 1999 - 2002 The world's second largest airline in passenger miles transported, passenger fleet size, and operating revenues. Flight Attendant Ensured safety and comfort of passengers. * Served and directed diverse groups of people on a daily basis. * Afforded opportunity to travel abroad due to Spanish "language of destination" qualification. Business Response, Inc., Saint Louis, MO 1996 - 1999 Founded in St. Louis in 1986, providing telemarketing and database marketing for companies in several industries. Supervisor of Outbound Customer Service Team 1996 - 1999 Responsible for outbound customer service "Isuzu Concierge" team. * Provided on-going agent training, telephone monitoring, coaching, scheduling, report production and bilingual (Spanish) support. * Promoted from inbound telephone agent providing customer service for several Fortune 500 companies.
Bilingual (Spanish) Telephone Agent 1994 - 1995 Provided information in both English and Spanish to potential clients for major companies. KASCO Corporation, Saint Louis, MO 1995 - 1996 Providing the meat processing, retail supermarket and wood-cutting industries with superior cutting edge products, supplies, seasonings and repair services for over 100 years. Bilingual Customer Service Representative Supported outside sales team by relaying messages and order taking and handled various house accounts. Commodore Cruise Line, Inc., Coral Gables, FL 1986 - 1992 A United States based cruise line founded in 1968. Club Commodore Administrator Main shore side contact for repeat passenger club. * Served as liaison between on-board representatives and office. * Hosted special cruises and handled customer service responsibilities. * Served as Marketing Services Coordinator, which included organizing the slide library, serving as a main contact between fulfillment house and office, preparing and proofreading statistical reports and advertising materials. * Promoted from reservation agent position which included customer service duties and booking of passengers. * Prior work experience includes Private Berlitz English Tutor and Food Service in Miami, New York City, and Las Vegas. EDUCATION Associate of Arts (AA) in Drama, 1990 Spanish Language Study Miami-Dade Community College, Miami, FL TRAINING French Language Study, 2007 - 2010 Alliance Franeaise de St. Louis, Saint Louis, MO Rosetta Stone Witness Voice and Data System Training, 2007 Witness University, Roswell, GA
recording system. Insight survey recording tool. Bilingual (Spanish) Quality Specialist 2004 - 2008 Member of Quality Assurance team responsible for quality control in the Saint Louis and Dallas call centers. Identified opportunities and made recommendations for improving customer and agent support experience. * Monitored, evaluated and provided coaching to customer service representatives in all sites. * Calibrated with customer service managers and vendor partners for consistent evaluation. * Offered direct training on Customer Service Representative Guidelines and Call Management to new hire classes. * Acted as Departmental Administrator of voice and data recording system. * Served as liaison to vendor used for evaluation of several foreign languages. * Supported interview and selection process. Bank of America / HomeFocus Services, LLC, Saint Louis, MO 2002 - 2004 A licensed title agent, providing title, appraisal, settlement and mortgage fulfillment services in 21 states. Relationship Representative Served as a resource for internal and external Bank of America customers by resolving all issues related to real estate title and valuation products. * Explained data relating to products and answered questions concerning policies, procedures, and other general inquiries. * Performed as a back up in any function of the title and valuation process as needed or required. * Provided data entry of new title, escrow, closing requests. American Airlines / Trans World Airlines, Saint Louis, MO 1999 - 2002 The world's second largest airline in passenger miles transported, passenger fleet size, and operating revenues. Flight Attendant Ensured safety and comfort of passengers. * Served and directed diverse groups of people on a daily basis. * Afforded opportunity to travel abroad due to Spanish "language of destination" qualification. Business Response, Inc., Saint Louis, MO 1996 - 1999 Founded in St. Louis in 1986, providing telemarketing and database marketing for companies in several industries. Supervisor of Outbound Customer Service Team 1996 - 1999 Responsible for outbound customer service "Isuzu Concierge" team. * Provided on-going agent training, telephone monitoring, coaching, scheduling, report production and bilingual (Spanish) support. * Promoted from inbound telephone agent providing customer service for several Fortune 500 companies.
Bilingual (Spanish) Telephone Agent 1994 - 1995 Provided information in both English and Spanish to potential clients for major companies. KASCO Corporation, Saint Louis, MO 1995 - 1996 Providing the meat processing, retail supermarket and wood-cutting industries with superior cutting edge products, supplies, seasonings and repair services for over 100 years. Bilingual Customer Service Representative Supported outside sales team by relaying messages and order taking and handled various house accounts. Commodore Cruise Line, Inc., Coral Gables, FL 1986 - 1992 A United States based cruise line founded in 1968. Club Commodore Administrator Main shore side contact for repeat passenger club. * Served as liaison between on-board representatives and office. * Hosted special cruises and handled customer service responsibilities. * Served as Marketing Services Coordinator, which included organizing the slide library, serving as a main contact between fulfillment house and office, preparing and proofreading statistical reports and advertising materials. * Promoted from reservation agent position which included customer service duties and booking of passengers. * Prior work experience includes Private Berlitz English Tutor and Food Service in Miami, New York City, and Las Vegas. EDUCATION Associate of Arts (AA) in Drama, 1990 Spanish Language Study Miami-Dade Community College, Miami, FL TRAINING French Language Study, 2007 - 2010 Alliance Franeaise de St. Louis, Saint Louis, MO Rosetta Stone Witness Voice and Data System Training, 2007 Witness University, Roswell, GA
