Expert profile: Auclair Walters [ Mr ]

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Description: I have been in the Call center business for the last
   decade.

                             Auclair A. Walters

                           1690 Dunn Avenue #606

                          Daytona Beach, Fl 32114

                 Home: (386) 253-0923, Cell: (386) 405-8198

                             awalt1171@aol.com



   OBJECTIVE:               To continue my progression in management in
   the Teleservices and Customer Relationship Management (CRM) Industry
   by attaining an executive level position with advancement potential.


   QUALIFIED BY:

   ·         Nine years of inbound and outbound call center management
   with consistently increasing responsibilities in financial management,
   staff development, strategic planning, recruiting and retention,
   training and development, program development and implementation,
   account management and client management.


   ·         Four years of collegiate studies in business administration
   with concentration in accounting.


   ·         Proven ability to effectively run a large sales oriented
   organization and consistently achieve and surpass client goals, plus
   effective communication and interpersonal skills.

   Driven to attain high levels of performance through self-motivation,
   vision, goal setting, confidence and determination to succeed.


   EXPERIENCE:



   2001 -present               The Faneuil Group, Daytona Beach, Florida

   Specialists in inbound and outbound teleservicing applications and
   innovators in the application of advanced database marketing.

   General Manager

                                           Responsible for managing and
   overseeing all areas of a 200 seat call center and meeting corporate
   objectives and reporting to the Vice President of Operations.


   1998 -2000                     The Faneuil Group, Newport News,
   Virginia

   Specialists in inbound and outbound teleservicing applications and
   innovators in the application of advanced database marketing.

   Senior Sales Operations Manager

                                           Responsible for managing the
   client and sales operations in a Bell Atlantic Megacenter and
   providing a direct line of communication from the client to the
   implementation of inbound, outbound and Web-based campaigns.
   Responsible for managing department budgets and the implementation of
   cost saving initiatives.


   Exemplary Accomplishments:

   ·         Filled in as acting Director on different occasions.

   ·         Lead the center to #1 ranking as a Bell Atlantic inbound
   vendor

   ·         Created agent and management developmental game-plans

   ·         Facilitated the development and implementation of a system
   for managing web based campaigns



   1997-1998                                  ITI Marketing Services
   Inc./Apac Teleservices Inc., Miami, Florida

   Leading provider of outsourced telephone-based sales, marketing, and
   customer relationship management services.

Branch Manager

   Responsible for managing the largest Outbound facility in the company
   with over 400 employees, and the generation of over 325,000 billable
   hours and  $9,000,000 in business annually.  Coordinates Sales,
   Recruiting, Training, Administrative, and Materials Departments and
   Facility Management. Manages Inventory Control, Ratio Management,
   Retention, Attrition and Management training.


   Exemplary Accomplishments:

   ·         Three time facility performance leader

   ·         Consistently ranked as a top 5 performer for "hours per
   phone" generation among 24 facilities.

   ·         Became ITI's first successful bilingual call center.








   1995 - 1997                ITI Marketing Services Inc./Apac
   Teleservices Inc., Miami, Florida

          Program Sales Manager,

                                       Responsible for the day to day
   operations and management of different programs and the
                                        maintenance of productivity and
   quality standards. Initiated sales representatives and
                                         supervisor development programs.
   Managed between 60-100 Sales Representatives and 6
                                supervisors.


   1993 - 1995                   ITI Marketing Services Inc./Apac
   Teleservices Inc., Miami, Florida

          Sales Supervisor,

   Responsible for the supervision of a team of up to 24 sales agents,
   and performing quality monitoring, coaching and educational
   development and motivation.


   1990- 1991                  Glenmuir Preparatory School, Clarendon,
   Jamaica

   Teacher -4^th grade 

   Responsible for the development of subject specific project plans and
   teaching multiple subjects to fourth graders, according to the
   established curriculum.


   EDUCATION and ACHIEVEMENTS:


    1994 -1996                   St. Thomas University, Miami, Florida
   (graduated, but 2 classes away from diploma)

                                          B.B.A in Accounting, 1996
   Honors Graduate

          National Honorary Society - Delta Epsilon Sigma - Treasurer.

                                          Member of the Dean's List for
   three Semesters



   1992 -1994                     Miami Dade Community College, Miami,
   Florida 

                                          Associates of Arts in Business
   Administration, 1994 Honors Graduate

          Graduation Speaker, and full scholarship to St. Thomas
   University,

                                          Phi Theta Kappa - National
   Honorary Society, Phi Ro Pi - Honorary  Speech Society

                                          Member of the Dean's list every
   semester


   COMPUTER SKILLS

   o        Knowledge of EIS System for Call Centers.

   o        Knowledge of UNIX Systems for Call Centers.

   o        Knowledge of  Microsoft Excel, and Word for Windows.

   o        Knowledge of Rockwell Convergence system

   o        Knowledge of Genesys Dialer system



   AWARDS RECEIVED:



   o        Plad Award Winner for ITI 2nd and 4th Quarter 1998 for Call
   Center Leadership.

   o        Editor in Chief of Falcon Times and The Informer - both
   College Newspapers.

   o        National Dean's List 1993 and All American Scholar -
   Collegiate Award - 1993

   o        Society of Professional Journalists Mark of Excellence Award.


   PREFESSIONAL CERTIFICATION:



   o        Dimensions of Professional Selling (DPS) training.





   REFERENCES:     References are available upon request.





REFERENCES FOR AUCLAIR A. WALTERS



   Mr. Gary McInnis

   11407 Elm Street

   Omaha, NE 68114

   (402) 330-8262



   Mr. Rey Ortega

   13139 NW 10^th Ave,

   Miami, FL 33182

   (305) 278-2965



   Mr. Alex Perez

   18310 NW 68^th Ave, Apt.-G

   Miami Lakes, FL 33015

   (305) 816-4714



   Mr. Antonio Marshall