shawn rushford

Act as a central liasion for the coordination and implementation of "Branch-less Banking" strategies identified through Corporate Marketing, business management and regional executives. Initiate the creation of telephone and mail opportunities to improve market penetration and expand customer relationships. Identify, evaluate and implement technological enhancements to improve agent productivity, increases capacities and capabilities, and map an effective migration towards a flexible, interactive customer drive environment.

Call center development professional contracted to evaluate and implement a plan to support 300% increase in staff. Implemented call center strategies enhancing daily management, program and process improvement, and agent quality while maintaining short and long term performance. Implmented centralized command center functions supporting scheduling, schedule adherence and forecasting. Integrated enhanced agent training and standardized quality guidelines including technology to improve agent development and overall performance to client strategies and ommitments. Implemented stanardized key performance indicators for supervisory staff to evaluate agent performance including corrective action plans and performance strategies for growth and improvement. Integrated weekly and monthly updates and reporting to enior management, budgetary performance preparation and evaluation.

Responsible for the daily coordination, evaluation and development of 6-8 supervisor teams supporting 225+ telephone service providers for a major PCS service company. Established unique, creative solutions customized to ensure the professional and detailed accountability for all client driven performance goals and objectives including, but not limited to handle time, customer facing, quality, customer up selling and productivity. Responsible to create a high performance team instilling a creative and problem solving work environment that initiated and enticed growth development using analysis, recognition,feedback, coaching and the mentoring of staff.

* Responsible for the development, implementation and service support of client retail, commercial and Internet marketing strategies within the financial industry. Act as the direct liaison between the client and all aspects of program implementation * including but not limited to training (creation and implementation) * operational staffing ( support and volume projections) * systems development, performance and enhancements * Quality Assurance evaluation and measurement, etc. Accountable for the management of client budgets, internal profitability and account invoicing with annual billings in excess of $3MM.

Time Warner Inc., a global leader in media and entertainment with businesses in television networks, film and TV entertainment, uses its industry-leading operating scale and brands to create, package and deliver high-quality content worldwide through multiple distribution outlets.