brandon henck

* Performs lead supervision and lead support implementing solutions to meet their defined objectives of the project * Performs quality reviews, develop training materials, provide training of staff * Interviews candidates, make staff selections and employment decisions in accordance with established procedures * Provides individual and team coaching for advanced resolution assistance of staff * Contributes to building quality teams and attaining productivity goals * Aids in advanced inquiry questions from providers to develop staff proficiency

 Helps with the supervision of a 60 seat call center for the fundraising and customer service operations for all American Cancer Society constituents across the entire country  Carries out performance measurement, monitoring and evaluation of all agents to improve efficiency while ensuring that all team members acquire the appropriate support and training  In charge of conducting weekly meetings to review all call center performance metrics and statistics to ensure daily, weekly and yearly goals are met  Coordinated launch and implementation of new ways to increase donor fulfillment including a monthly recurring gift program and the ability to accept credit cards

 Managed a 15-station Phonathon program of college students to raise funds and solicit new and recurring gifts and to increase the level of individual support from alumni and parents for the Ever Elon Campaign  Responsible for the recruitment, hiring, training, and coaching of all student callers providing callers with regular coaching sessions and progress evaluations  Created and revised all phonathon program materials including pre-call communications, scripts, training materials, processing forms and policy and procedure manuals at appropriate times  Senior Class Gift student committee to help run meetings/events and to help with implementing new strategies and techniques to increase student philanthropy awareness

 Managed outbound telemarketing department and staff of approximately 70-80 part-time telemarketers who contact Michigan State University alumni, parents, faculty/staff and friends to secure financial contributions  Provided direction, as needed, to evening supervisors and telemarketers to participate in planning and executing the telemarketing component of overall strategy  Assured that telemarketing department met minimum daily and yearly production acquirements  Trained supervisors and telemarketers to call new campaigns and to write and update scripts with new successful ways and strategies to solicit in a call