Gary Mueller

Background

About Gary Mueller

Highly accomplished Senior Customer Service/Experience professional with results in directing operations and motivating employees. Developed staff and processes that provide a consistent, repeatable, and outstanding customer experience – improving overall customer satisfaction and loyalty. Effective manager and leader with recruiting, training and mentoring experience. Creative problem-solver with excellent analytical abilities. I am open-minded, coach-able, curious and collaborative, in addition to being competent and capable in addition to being able to adapt rapidly to changing circumstances. Accomplishments have been to reduce the abandoned call ratio by 45% in 8 months. In addition, after initiating an automatic voicemail and text messaging confirmation process, incoming call answer time improved by 25%. As a result of call monitoring process and improving call handling skills, we increased our appointment to call ratio by 70%. Based on coaching and developing call center staff, we achieved a 95% outstanding customer service level ratings. Developed a technical call center training program in order to improve the efficiency of call center representatives. Designed and implemented Call Center Scorecard, also added additional revenue streams netting in several million dollars in profit to the bottom line. I follow and maintain the highest standards of ethics by applying I.C.A.R.E, meaning Integrity, Customer Care, Accountability, Respect and Excellence. Specialties: Call Center Expertise Customer Satisfaction Sales & Revenue Growth Coaching & Staff Development Hiring & Training Problem & Escalation Resolution Strategic Leadership Performance metrics Reports & Dashboards