Andre V. Godfrey
Contact Center Manager, Insurance servicing
Des Moines, IA · (515) 555 0122 · name@example.com · linkedin.com/in/andrevgodfrey
Key Qualifications
EXPERIENCE
Twelve years in contact centers, six at manager level
INDUSTRIES
Insurance servicing, financial services support
SPECIALTIES
Service level management, workforce planning, quality and coaching, omnichannel operations
SYSTEMS
Genesys Cloud, Verint, Salesforce Service Cloud, Qualtrics, Tableau
CREDENTIALS
Certified Contact Center Manager, International Customer Management Institute
EDUCATION
Bachelor of science in business management, Iowa State University
Results at a Glance
82%
Calls answered
68%
Percent by giving
22%
Routine policy questions
78%
Percent after moving
Executive Summary
Contact center manager running a 140 seat omnichannel operation for a national insurance servicing business. Twelve years in the industry, six of them managing managers rather than agents. Comfortable defending a volume forecast, a shrinkage number and a coaching plan in the same Monday meeting.
Signature Achievements
- Held service level at 82 percent of calls answered in twenty seconds across a year in which contact volume rose 14 percent.
- Cut abandon rate from 9.4 percent to 3.1 percent by rebuilding the intraday staffing plan and adding a callback option.
- Raised first contact resolution from 68 percent to 79 percent by giving agents authority to adjust policies up to 250 dollars.
- Reduced annual agent attrition from 41 percent to 24 percent through a revised schedule bid process and a clear promotion path.
- Moved 22 percent of routine policy questions to chat and messaging, saving about 640,000 dollars of voice handling cost a year.
- Improved forecast accuracy at interval level from 78 percent to 92 percent after moving the center onto a single workforce management platform.
Professional Experience
Contact Center Manager
Cornbelt Policy Services, Des Moines, IA 2021 to present
Runs a 140 seat center with five team managers, a workforce management analyst and two quality specialists, handling 1.9 million contacts a year across voice, chat, email and secure messaging.
- Owns service level, abandon rate, average handle time, occupancy and shrinkage for the whole site.
- Sets the staffing plan with the workforce management analyst and signs off the schedule bid every quarter.
- Chairs weekly quality calibration with team managers so scoring stays within two points across scorers.
- Manages a payroll and operating budget of 8.4 million dollars and reports variance monthly.
- Leads the voice of the customer review, turning survey verbatim themes into coaching topics and process changes.
Contact Center Team Manager
Prairie Grain Mutual Services, West Des Moines, IA 2017 to 2021
Managed eighteen agents on a claims first notice of loss queue.
- Coached agents weekly against a quality scorecard covering accuracy, empathy and resolution.
- Handled real time queue management during storm events when volume doubled inside an hour.
- Ran the pilot that put claims intake onto webchat before it was rolled out to the rest of the site.
- Reduced average handle time on first notice of loss calls by ninety seconds without hurting accuracy.
Senior Customer Service Representative
Skyline Benefit Support, Ankeny, IA 2014 to 2017
Senior representative and floor support on an employer benefits service line.
- Answered escalated calls referred by newer representatives and logged the reasons they escalated.
- Delivered classroom refresher training on annual plan changes.
- Kept the highest quality score on the team for eight consecutive months.
Licensure and Certification
Certified Contact Center Manager, International Customer Management Institute, 2021
Iowa resident producer license, property and casualty lines, license number 8842116
Education
Bachelor of science in business management, Iowa State University, 2014
Core Skills
Service level management · Workforce management · Forecasting and scheduling · Quality calibration · Omnichannel operations · Budget ownership · Attrition reduction · Genesys Cloud administration · Coaching and development · Real time queue management