Randy Stern

Background

About Randy Stern

I am a highly successful leader of teams able to execute on corporate goals, client expectations, while meeting financial obligations. I have proven the ability to accomplish tasks by working through others, delivering a "Best in Class product", successfully managing the Client Relationship with the #1 U.S. automaker while exceeding internal and external expectations. I have a proven ability to identify talent, develops skills of peers/subordinates, and groom future leaders. I have extensive experience and background in Workforce Management as I have held this position in two Fortune 50 Companies at AT & T and Allstate. As a Senior Leader over W.F.M, I increased forecasting accuracy by streamlining processes and data-analytics; Reduced costs by managing several AHT reduction initiatives; Managed customer/client KPI through the use of automation and strategic skilling. Key competencies: Relationship ManagementWorkforce Management (short and long term)Contact Center TrainingContact Center Quality ProgramsCX - Voice of the CustomerStaffingCall Center Planning (Ops and Financial)Call Center ManagementPerformance ManagementTeam Development and Succession PlanningCall volume management, routing and reportingChange ManagementVendor Management – Includes, Process, Quality, Staffing, Billing, Complaints, ETCAbility to manage upwards successfullyCommunicates effectivelyProficient in several systems including: Avaya Emulator, Avaya CMS Supervisor, Business Objects, Tableau SAP, Crystal, Business Warehouse, TCS (Blue Pumpkin), IEX, Centerbridge, SQL, Microsoft Access, Visual Basic and other home grown reporting solutions.