Travis M Wascher

Experience

• 

  Norfolk Virginia

  Jan 1996 - Jan 2001

  Damage Control Man 3rd Class Petty Officer

  -Performed Planned Maintenance Scheduling on all fire systems aboard the USS. Dwight D Eisenhower. -Maintained accurate records of all supplies needed to maintain fire fighting systems up to date, code-compliant and operational.-Used (PMS) Planned Maintenance Scheduling on a daily, weekly, and monthly basis. -Responsible for training the Nucleus Fire Fighting team on board the aircraft carrier.

• 

  Special Data Processing

  Jan 2001 - Jan 2002

  Sales Agent

  -Answered inbound calls for customers wishing to purchase magazine subscriptions and enter a national sweepstakes program. -Assisted customers by providing the features and benefits of our program and creating a customized subscription program that met their entertainment goals. -Consistently ranked in top 5 % of sales force.-Maintained a 95% quality ranking on all sales calls monitored.-Talk time, schedule adherence, and conformance at or above department goal each week.

• 

  Special Data Processing

  Jan 2003 - Jan 2005

  -Responsible for the workflow and quality rating for a department of 65 agents. Owned the development and implementation of quality improvement programs-Created, maintained, and published conversion data and graphs on a daily, weekly, and monthly basis-Analyzed data for each team in the department to identify and target areas of opportunity.-Responsible for $700.00 a week in incentive cash including disbursement, tracking, and reporting.-Collaborated with R&D department to develop and test new scripts.-Partnered with members of leadership team to implement new scripts and rebuttals for the department. Show less -Led the creation and development of the department including process workflows, policies, skill-set requirements, key performance indicators, goal-setting, and reporting. -Primary contact for membership program partners to develop new procedures and improve workflows -Prepared and presented quarterly results on department metrics.-Created department training program including demo phone calls.-Posted daily stats and conducted team and agent based coaching sessions. -Collaborated with legal department to develop scripts that met specific regulatory requirements Show less

  • Verification Supervisor

    Jan 2004 - Jan 2005

  • Great Options Membership Supervisor

    Jan 2003 - Jan 2004
• 

  Portable On Demand Storage (PODS)

  Jan 2005 - Jan 2005

  Solution Center Liaison

  -Collaborated with various departments including accounting, logistics, legal, franchise, and sales to resolve customer issues; served as primary contact via phone, email, or direct connect for customers, drivers, warehouse managers, and franchise owners in the U.S., Canada, Hawaii, and Australia. -Investigated disputes and delivered solutions to accommodate all parties while protecting the brand.

• 

  PODS

  Mar 2005 - Mar 2011

  -Directed recruitment, training, and staff development programs to oversee daily operations of multiple locations for an international call center network; provide 1:1 coaching by traveling to sites; monitor all agents on the floor in IEX.-Contributed dynamic analytical and leadership skills to develop behavioral, process, and technology solutions to uphold seamless operations across time zones and exceed performance goals.-Cultivated strong partnerships with franchise liaisons, franchise management, quality assurance, accounting, and sales to investigate customer issues and identify/implement fair resolutions to drive customer satisfaction; developed vendor relations with Smart Pack Solutions and UPS.-Produced and analyzed reports to provide trend data on cancellations, conversion and revenue to PODS Call Center Director and Marketing Director; reported OB Call Center statistics daily and made recommendations for improvement. Show less -Oversaw daily activities of 25 sales agents and managed staff-related programs including recruitment, hiring, training, coaching/development, and disciplinary issues.-Ensured superior performance by monitoring sales, productivity, and quality results and coaching agents in areas needing improvement.-Spearheaded business planning initiatives by partnering with peer Supervisors and Call Center Leadership teams to implement new call center strategy, build team alignment and coverage plans, and maintain building security.-Maximized team and queue efficiency by utilizing symposium (CCM) real-time skill set monitoring tools and ensuring agents complied with scheduled activities.-Handled escalated calls to resolve invoice disputes, account discrepancies, and increase overall customer satisfaction.-Monitored agent activity remotely to spot check progress while multi-tasking through use of wireless headsets eventually adopted throughout the sales supervisor team; analyzed performance reports with agents to discuss areas needing improvement. Show less

  • Escalation/Outbound/Workforce Supervisor

    Mar 2006 - Mar 2011

  • Relocation Sales Supervisor

    Mar 2005 - Sept 2006
• 

  (NDTA) National Defense Transportation Association

  May 2011 - Jul 2012

  Officer

  Currently facilitate young people to connect with young professionals in the transportation and military community and work on networking events and socials. I am also involved with charity work in the community and professional development workshops.

• 

  MP Direct

  Oct 2011 - Feb 2012

  Outbound/Promotions Supervisor

  -Responsible for driving Outbound revenue, Outbound training, building solutions to dialer-related issues with the assistance of IT, optimizing the use of said dialer with various campaigns, daily forecasting, real-time management, Outbound reporting, and development of the overall Outbound strategy

• 

  AccentHealth

  Feb 2012 - Jun 2012

  Sales Manager

  -Reported directly to VP of Sales; responsible for Sales Team and Supervisors in 8 territories across the United States. Responsible for 8 million in sales revenue each quarter.-Developed monthly, quarterly and yearly sales reports used by management.-Ensured compliance to all company policies and procedures and adherence to HIPAA.-Worked closely with techs to ensure installations were completed and minimized turnaround times for installations.-Maintained QBR (Quarterly Business Review) to present to the Board Members each quarter.-Implemented COPC standards to ensure Supervisors were adhering to their daily monitoring and coaching requirements.-Created territories in the United States for each Sales Team to ensure responsibility and accountability for business within their territory.-Held Supervisors accountable to KPI’s on a daily/weekly/monthly basis.-Managed the relationship with our adsales team in New York. Show less

• 

  IBEX Global

  Jul 2012 - Sept 2014

  Operations Manager AT&T

  -Manage the relationship with the client.-Responsible for 9 Supervisors and 153 agents.-Maximize profatibility through superior customer service.-Constantly provide feedback to my supervisors for recognition and work with said supervisors to optimize their skills.-Manage two lines of business for the client.-Managing operations for a sales & services account.-Upholds good work ethics, instills right values to all employees and ensures adherence on company policy, processes and standards.-Preserves excellent relationship with clients through relentless communication and coordination, in order to meet or exceed contractual agreements & expectations.-Maintains exceptional employee satisfaction within the AT&T project. Show less

• 

  1-800-PACK-RAT

  Sept 2014 - Jan 2018

  Director of Call Center Operations

  P&L responsibility and complete strategic oversight of Call Center. Call Center functions included Sales, Customer Service, Customer Retention, Training, Revenue Management & QA. Responsible for $70M in revenue for 2015.

• 

  University Moving and Storage

  Jan 2018 - Aug 2022

  University Moving and Storage, a certified Woman Owned Business, was named the Agent Excellence Award winner in March of 2016 by the American Moving and Storage Association (AMSA). This award is given to the top van line agent in the country among 1000's of possible recipients. Based on voting by other van line agents, the criteria includes quality of service and community involvement. As a company we have committed to the shared expectations for a "Lifelong Customer". Every individual that we work with must know that we care about them and want them to entrust every future relocation to University Moving and Storage. We all have an effect on our customer's experience, and it must be of the highest possible quality on every move.I am the senior leader responsible for the day to day operations of the business. My goal is to make sure that every customer experiences "World Class Service" from the start of their move to the end. Show less

  • GM/Vice President

    Jul 2019 - Aug 2022

  • Director of Operations

    Jan 2018 - Jul 2019
• 

  TMW DISTRIBUTION

  Aug 2022 - now

  CEO
• 

  DN Van Lines

  Oct 2023 - now

  Director of O&I Services