Shawn O'Byrne

 

Shawn O'Byrne - Professional Summary:     [ Not Updated Yet ]

 

Shawn D. O'Byrne
10825 East Keswick Road, Apt. 74
Philadelphia, PA 19154
sobyrne1015@yahoo.com
(215) 589-2251

 

Customer Service and Call Center management professional with 15+ years experience in a wide variety of industries. Demonstrated diligence as both team player and leader. Results oriented with strong leadership and communication skills. Areas of expertise:

• Call Center Management            • Team Building and Staff Development
• Sales and Marketing                     • Training Design and Delivery

 

 

Shawn O'Byrne - Professional Experience:     [ Not Updated Yet ] 

 

PROFESSIONAL EXPERIENCE

GLOBALFIT, Philadelphia, PA                                                2006 - 2009

Director of Operations
Managed and directed Globalfit's Call Center. Responsible for supervising, training, scheduling and monitoring a staff of sales, service and account recovery representatives. Maintained all ACD system reporting and data analysis with an emphasis on service levels and call abandonment rates. Developed and implemented processes and procedures that ensured maximum efficiency in the sales, service and account recovery departments. Promoted through several sales, service and operations management positions. Joined the companies Executive Leadership Committee in 2008. Recognized for creating and implementing improvements in service policies and customer satisfaction that resulted in earning the award of Globalfit's employee of the year in 2007.

MEMBER SOLUTIONS, Jenkintown, PA                               2003 - 2005

Customer Service Manager
Managed the customer service department for an industry leader that provides innovative billing, consulting, marketing and education services to membership based businesses. Core responsibilities included supervising, training, scheduling and monitoring a staff of customer, collection and client service representatives. Complete responsibility of running dialer campaigns as well as maintaining all ACD system reporting and analysis of data with an emphasis on service levels and call abandonment rates. Responsible for managing all Client relationships.
Clients included all LA Weight loss corporate and franchise locations as well as over 800 Martial Arts centers.

BODEK AND RHODES, Philadelphia, PA                               1999 - 2003

Call Center Manager
Managed a 65-seat call center for a national wholesale distributor of casual active wear. Responsibilities included supervising, scheduling, training and forecasting, as well as maintaining all ACD system reporting and analysis of data with emphasis on service levels and call abandonment rates. Other duties included planning, organizing, implementing and control of processes and procedures. Monitoring, coaching and development of staff.

 

VOLT DIRECTORY MARKETING, Huntingdon Valley, PA     1994 - 1999

Director of Client Services
Progressed through various sales and operations management positions. Responsibilities included directing, supervising, and training, as well as forecasting, budgets including P&L for a 75-seat call center. Responsible for all client account management. Clients included AT&T, GTE Directories, McGraw Hill, New York Life and the Direct Marketing Association.

 

 

Shawn O'Byrne - Education:     [ Not Updated Yet ] 

 

Temple University, Philadelphia, PA

 

Shawn O'Byrne - Interests:     [ Not Updated Yet ] 

 

 

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