Raymond D. Battistini______                                               CoachRay22@aol.com_

1850 Mourning Dove Dr, Palm Harbor, FL 34683               727-772-0636

 

 

OBJECTIVE:

 

To apply extensive and successful Call Center Management experience with a progressive company that would utilize my leadership, creativity, and employee development skills. 

 

QUALIFICATIONS:

 

Call Center Operations                                      Training and Development

Customer Service and Retention                         Team Leadership

Schedule Management                                       Business Expansion

Multi Location Management                               Davox, Lucent, CMS

 

ACCOMPLISHMENTS:

 

• Selected by company President to develop, coordinate and direct the Collections Department of a newly opened call center.   Immediate department expansion required hiring, training, and coaching for over 200 employees to field collection related calls 24/7.  Results:  First year call volume grew from 0 to 9,500 calls daily.

 

• Trained, coached, and mentored eight members of management staff in a developmental “Manger in Training” program.  Results:  Lowered employee-to-manager ratio of 25:1 to a more efficient 12:1. Better communication increased retention from 65% to 88%.

 

• Created and piloted an innovative collections process that imposed a service interruption “Soft Block” which transferred the consumer directly to a collections representative.  Results:  Eliminated older, less effective collection methods and increased overall department productivity without increasing operating or capital expense by utilizing the ability to target and prioritize collection needs. 

 

• Established new vendor relationships to improve the line of communication between company and consumer as well as provide alternative methods of payment.  Results:  Increased revenue streams, reduced bad debt percentages from 18% to 5%, and improved the flow of accounts through the collections process with vendors such as Dunn & Bradstreet and Western Union. 

 

• Motivated staff to participate in a competitive department atmosphere by incorporating contests, bonuses, and employee recognition.  Results:  Improved employee morale, which in turn increased productivity.  Exceeded the company’s forecasted expectations by $4,500,000 in the first quarter of 2001. 

 

• Designed and distributed scripting for telemarketing sales, verifications, and customer retention in a training development manual for worldwide marketing partners.  Results:  Tripled new affiliate partnerships, greatly decreased regulatory and compliance complaints, and increased customer retention by 47%.

 

 

Raymond D. Battistini_____________________         ___                         Page Two

 

 

ACCOMPLISHMENTS, cont’d:

 

• Merged multi location departments by providing analysis based on call volume, staffing, and workload following a company acquisition.  Results:  The seamless transition helped to lower resistance on the part of acquired employees, which increased the efficiency of on-site training for employees and management to clone the existing procedures and expectations. 

 

PROFESSIONAL EXPERIENCE:

 

 

Client Support Manager                                                                                         2001-2002

Bay Area Business Council

Largo, FL

 

Managed relationships with worldwide (North America, Bahamas, India)  marketing partners. Created start-up programs for interested sales associations,  which included scripting, quality control, and FAQ’s.  Developed practical reporting measures that impacted the client’s bottom line. Participated in the hiring, training and development of contracted salespeople.

                                               

Call Center Department Head                                                                                   1997-2001

Talk America Inc.

Palm Harbor, FL

 

Total responsibility for management and direction of inbound and outbound related collection and retention calls in a high volume call center environment. Developed systems to flow customers through the collections process. Handled executive level complaints, researched and problem solved account issues.

 

Director of Operations                                                                                               1994-1997

Collective Communications

Conshohocken, PA

 

Coordinated the day to day operations of an integrated reseller of long distance phone services. Developed and supervised customer service, collections, quality control and sales training.

 

 

EDUCATION:

 

West Chester University, West Chester, PA

 

Pierce Jr. College, Philadelphia, PA