Summary
Overview
Work History
Education
Skills
Awards
Timeline
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ALVIN LOCKETT

Bennington

Summary

Results-oriented professional with over 15 years of management experience in customer-driven call centers and information technology departments within the educational, real estate, and financial industries. Skilled in account management, customer support, technical support, staff development, workload prioritization, purchasing, and vendor management. Recognized for strategic thinking and effective decision-making abilities that support productive teams and exceed call center service level agreements. Highly organized and resourceful with exceptional multitasking skills, consistently completing projects and achieving goals in fast-paced, deadline-driven environments. A collaborative team player with strong interpersonal and communication skills, adept at fostering relationships and building rapport across all levels of an organization.

Overview

17
17
years of professional experience

Work History

Director, Member Support Operations

Realtors Property Resource
Omaha
06.2017 - 05.2025
  • Implemented new business strategies, onboarding additional National Association of Realtors clients and increasing yearly revenue by $1.7 million.
  • Achieved yearly service level KPIs of 80% within 30 seconds, with less than 2% abandonment rates by forecasting staffing needs.
  • Enhanced client satisfaction rates for National Association of Realtors through effective relationship management, resulting in seven new clients.
  • Established a quality assurance program, attaining above 90% scores for 85% of representatives.
  • Expanded call center team from 15 to 31 agents while developing high performance through mentorship and growth opportunities.
  • Introduced a monthly bonus plan to boost employee loyalty, achieving over 75% work rates and less than 2.5% attrition rates.
  • Heavily involved in recruitment, hiring, and training initiatives, improving employee retention and job satisfaction.
  • Pioneered Spice CRM to create a call center-centric ticketing system for improved data accuracy.

Account Manager- National Accounts

CVS Health
Northbrook
09.2013 - 05.2017
  • Served as the client advocate and single point-of-contact within CVS Health managing the resolution status of routine to complex requests related to the clients' benefit plans.
  • Managed client relationships and coordinate day-to-day client support activity and maintenance of business functions.
  • Executed client-related projects involving other CVS Health departments to resolve any problems or issues and perform any necessary follow-up activity to ensure total client satisfaction.
  • Monitored and reported participant trends, and when appropriate, recommended and implemented plan design changes to optimize clients’ prescription spend savings.
  • Successfully managed National Accounts book of business totaling over 100M dollars in revenue and close to 150,000 lives.
  • Consistently maintained retention rates of 98% for three years for the national accounts book of business, with satisfaction rates of 4.6 out of 5 for Client Relationship and Loyalty surveys.s.
  • Led a training for other National Account Managers focusing on Business Communications with Impact.

Manager - User Services

Ellucian, National Louis University
Wheeling
01.2012 - 07.2013
  • Oversee service desk staff of 11 campus technicians and instructional technology assistants including hiring, work allocation, scheduling, staff development and training new hires, problem resolution, service level attainment and performance evaluation.
  • Assist faculty, staff and students with general customer service requests and technical issues while collaborating with tier 1 Help Desk management on quality assurance of incoming calls, triaging and properly routing incidents and requests.
  • Implemented a customer satisfaction survey measuring service levels, resulting in six consecutive months of quality assurance scores of 4.8 or higher out of 5.
  • Purchased University software and hardware including vendor management, negotiations, purchase requisition and invoice management, saving $20,000 on hardware for fiscal year 2013.
  • Project managed and successfully led the 2013 computer replacement cycle resulting in 120 new computers deployed within 5 weeks.

Manager - Faculty and Student

Kaplan University
Chicago
08.2008 - 08.2011
  • Managed a team of 11 support representatives providing customer service assistance and tier 1 technical support to more than 60,000 students and faculty members using the online university platform.
  • Facilitated feedback and training on new processes and implementations, improving quality assurance scores for the team by 5% within 1 year.
  • Reduced abandonment rates and average time to answer by 5% by monitoring and analyzing weekly reports regarding call center metrics, KPIs, quality assurance and ticketing counts and conducting bi-weekly meetings to discuss trends and outliers.
  • Served as a main point of contact for escalated calls from students and faculty, providing a viable solution either on the phone through first call resolution or in the form of an escalation to the level 2 tech team using the BMC software management system.

Education

Bachelor of Arts - Economics Major, Business Minor

University of Iowa
Iowa City, IA
12.2001

Skills

  • Operations and project management
  • Quality assurance
  • Call center operations and management
  • Strategic planning and forecasting
  • Incident and change management
  • Process improvement
  • Team coordination
  • Staff mentoring and training
  • Account management
  • Staff management

Awards

Excellence in Leadership, 03/01/08

Timeline

Director, Member Support Operations

Realtors Property Resource
06.2017 - 05.2025

Account Manager- National Accounts

CVS Health
09.2013 - 05.2017

Manager - User Services

Ellucian, National Louis University
01.2012 - 07.2013

Manager - Faculty and Student

Kaplan University
08.2008 - 08.2011

Bachelor of Arts - Economics Major, Business Minor

University of Iowa

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ALVIN LOCKETT