John Hale

About John Hale

Highly accomplished Contact Center Executive.Currently oversee 600+ call center team members (Operations Managers, Supervisors, Trainers, Recruiting, Associates) for a major Bank. • My team in Virginia was the recipient of the 2008 OCSE Commissioner\'s Award for Exemplary Customer Service at the 18th National Child Support Enforcement Training Conference, along with recognition from the office of the Governor of Virginia. • Member of Board of Directors: Eastern Regional Interstate Child Support Association (ERICSA)• Many time guest speaker and moderator for regional conferences as well as 3 x webinar workshop speaker for the National Child Support Enforcement Association (NCSEA).• Director of multiple Contact Centers and up to full time employees. Benchmark Portal Contact Center Management Certification.

Experience

1. Director of Operations

   Advanced Call Center Technologies, LLC

   May 2016 — Present

Education

• BenchMarkPortal

  CCCM Certified Call Center Manager

  2015

• East Tennessee State University

  Education

• Auburn University

  PMP, PMP Certification Prep

  2019 — 2019

Skills

• Coaching
• Contact Centers
• Management Consulting
• Project Portfolio Management
• Public Relations
• Requirements Gathering
• Workforce Management
• Service Delivery
• Change Management
• Business Analysis
• Business Process Improvement
• Outsourcing
• Project Management
• Resource Management
• Management
• Team Building
• Certified Project Manager
• Process Improvement
• Strategic Planning
• Visio
• Sales Management
• Telemarketing
• Team Management
• Team Leadership
• Marketing
• Analysis
• Sales
• Vendor Management
• Software Documentation
• Call Centers
• Business Development
• Program Management
• Call Center
• Recruiting
• Training
• Customer Satisfaction
• Sharepoint
• New Business Development
• Leadership
• Business Requirements