Wendy Gales

Experience

• 

  AT&T American Transtech

  Mar 1993 - May 2001

  Manage a team of individuals responsible for various administrative activities in support of outbound sales activities. Key Accomplishments:Provided analysis of profit and loss statements for leadership review. Increased OI margin by 7% through clean up of old accounts and erroneous charges. Developed and implemented cost reduction initiatives such as system migration, billing consolidation, and automated reporting. Reduction in expense were $15M in annual revenue portfolio of $50M. Increased sales conversion rate 10% through the creation of pay for performance incentive plan impacting over 1,500 agents residing in ten centers. Show less Manage a team of Team Leaders and Agents for various inbound and outbound programs. Key Accomplishments:Conducted daily staff meetings, performance reviews, and developmental activities for staff of one hundred agents and four Team Leaders. Effectively managed staff, workstation, and system efficiencies. Consistently met or exceeded metric targets resulting in Sales Achievement Award for performance track record. Implemented sales contests to motivate and reward employees for high performance. Show less

  • Information Manager

    Apr 1998 - May 2001

  • Operations Management

    Mar 1993 - Apr 1998
• 

  Convergys

  May 2001 - Dec 2012

  Client services team responsible for business migration, WFM, financials, change control, and contract regulations. Key Accomplishments:Engaged in corporate initiatives to improve cash flow and audit Change Management of Top 25 accounts.Lead financial and performance improvement calls resulting in improved 2.9% OP points of $18M account through profit plan improvement efforts in 2008.Improved CCI ( Client Satisfaction) scores from program inception 3.22 2nd half 2006 to 4.26 2nd half 2008. Provided support during initial contract phase of new business. Conducted gap analysis on contractual agreements compared to incumbent performance. Created the "Contract Catalog" and was recognized as a best practice to be utilized in future projects. Maintain change control process.Conducted due diligence of incumbent and provided re-badge assistance. On-boarded new staff members to ensure understanding and compliance to new company policies and procedures.Provide Six Sigma support to the Automotive vertical and beyond. Conducted improvement efforts on over 50 initiatives. 90% of initiatives recognized at least a lift of 20% in performance. Projects recognized cost savings over $100M and earned two "CI Yahoo Awards". Show less Provide overall support to the Business to Business organization as a Subject Matter Expert. Key Accomplishments:Developed and facilitated the "Quarterly Business Review" and "Continuous Improvement" training workshops. These efforts earned the 2006 Summit Award.Created tool templates based on Six Sigma and call center performance tools such as: Client Value Calculator; Employee Retention Workbook; Automated Scatter Plot; Automated Pareto Chart; and Automated Histograms. The tools received recognition by being featured as "Tool of the Month" in the Convergys Continuous Improvement portal. Show less Led call center implementation and owned the responsibility for on-going operations. Key Accomplishments:Ownership of location and responsible for staffing up to 300 employees in a 3 month period in order to handle activation, billing, and technical customer service calls in time for the holiday season. Developed strong client relationships through daily on-site interaction involving joint problem solving, project planning meetings, and quarterly business reviews. Earned solid financial results by managing seat utilization, call handling efficiencies, and agent attrition.Earned "Powered by the People Award" for reducing attrition by 60% during 2nd Quarter of 2002 compared to previous year. Show less Daily interaction with client contacts throughout organization. Performed pilot phase activities in support of new product line including the implementation of four programs. Key Accomplishments:Actively participated in project planning, platform design, and consultation of training programs.Performed in-depth statistical analysis of contact volume, market trends, and financial reconciliation for client presentations.Created auditable billing methods and procedures in order to improve client slow pay.Worked closely with IT to implement change controls in addition to acting as Knowledgebase designer and administrator. Show less

  • Sr. Client Services Manager

    Jul 2005 - Dec 2012

  • Sr. Manager

    Mar 1993 - Dec 2012

  • Sr. Client Services Manager

    Oct 2003 - Jul 2005

  • Senior Operations Manager

    Jun 2002 - Oct 2003

  • Client Services Manager

    May 2001 - Jun 2002
• 

  Any

  Nov 2014 - now

  Seeking Sr. Manager Position

  Seeking Sr. Manager position handling call center related client or operational services.