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Click here or scroll down to respond to this candidateCandidate's Name
Morristown, NJ Street Address
EMAIL AVAILABLEPHONE NUMBER AVAILABLEExperienced hands on Customer Service Management professional with extensive experience in Call Center Management/Customer Service Operations, Third Party Call Center Providers, KPI and SLA metric improvements, SAP, Salesforce, Healthcare and Manufacturing Operations.Work ExperienceCustomer Service Manager (CSM)Agilex Fragrances-DSM Firmenich - Piscataway, NJMarch 2021 to October 20231. Managed our national and world wide customer service team consisting of 8-10 direct report customer care professionals.2. Responsible for Agilex order to cash process flow ensuring customer orders were input into Make Sense/SAP same day ensuring best in class manufacturing lead times. 3. Work closely with production teams in Somerset, NJ and Van Nuys, CA engaging in daily CS-Production calls for order status updates.4. Support the Agilex sales team and marketing staff by providing assigned sales accounts with current order status in order to head off any potential ship date issues. 5. Reduced order entry error rate from 15-20% to 0.5% by implementing improved order to cash methods by classifying accounts A thru E category and assigning to appropriate experienced CSR. 6. Designed, completed and implemented SOP manual for CS order entry order to cash and new hire and existing CSR training manual.7. PLEASE NOTE, MY POSITION WAS ELIMINATED DURING A REORGANIZATION AFTER A COMPANY MERGER WITH DSM-FIRMENICH.Service Delivery DirectorCONDUENT - Somerset, NJMay 2019 to November 20196 month tenure before position was eliminated in corporate RIF maneuver) Responsible for providing professional oversight and analytical support to sponsored patient assistance and institutional services programs for major pharmaceutical client Pfizer, including solutions, program design, implementation, operation and service delivery. Executed strategies with cross functional teams and managed multiple call center locations in NJ and VA. Customer Service DirectorATLANTIC PASTE & GLUE- CATCHMASTER - Bayonne, NJ2016 to August 2018Manage AP&G Call Center and Customer Service Operations. Support both Professional Pest Control Providers and Retail Distributor accounts. Ensure orders are processed accurately and requested ship dates are met. Implemented numerous process improvements and reorganized department structure to better meet customer expectations. Upgraded many department policies and procedures to ensure service level SLA's are not just met but exceeded. Call Center ManagerCAMBRIDGE UNIVERSITY PRESS - West Nyack, NY2013 to August 2016Completed total reorganization of customer service/call center operations for North American unit of Cambridge University (UK) consisting of 28 Customer Service professionals and 4 Managers. Improved KPI's to world class levels by implementing and managing hands on new policies, procedures and ensuring allUniversity SLA's and service offerings were met. Major player of SAP implementation serving as Change Action ManagementLead to ensure SAP system integration compliance with business model. Managed multiple third party vendor locations in the UK and the Philippines.Customer Service/Call Center Interim Manager Consultant NEARTERM CORPORATION - Chicago, IL2010 to 2013Completed multiple customer service/call center assignments for SXC Health Solutions a pharmaceutical benefits management company, Resurrection Hospitals in the Chicago land area, and Edwards Manufacturing with call centers in New York and the Czech Republic. Collaborated, managed and negotiated service and rate agreements with third party providers for corporate offsite locations. Integrated Merchandising SystemsDivision of Omnicom Group - Chicago, IL2008 to 2010IL(Division of Omnicom Group)Director of Customer ServiceResponsible for overall performance and leadership of IMS customer service organization supporting multi client base includingMcDonalds Corporation, PepsiCo, Exxon-Mobil, Walgreens, American Express, and Home Depot. Implemented centralized customer service organization and cross trained staff in order to meet individual client requirements, as well as up sell IMS products to generate additional sales. Dramatically improved and maintained entire call center and customer service metric measurements to world class service levels in areas of abandoned call percentage (less than 1%), ASA (average speed to answer) less than 10 seconds, and web site enrollment(increased to 10,000 from 1,500 in 2009.Implemented call monitoring (CMS) and mystery shopper program to identify staff training needs and monitor for complete customer satisfaction.Developed and implemented 6 week CS training program including cross training of all CSR's on all of our client base product lines and requirements.Designed and implemented improved call flow in all client phone queues to streamline inbound calls and provide "one stop shopping" for all clients.Director of Customer Service Call CenterAIR PRODUCTS HEALTHCARE - Broadview, IL2006 to 2008Broadview, IL(Division of Air Products Chemicals with annual revenue of over 6 billion dollars) Director of Customer Service Call CenterManaged 52 customer service call center locations located throughout the United States. Responsible for 5 regional directors and 315 customer service representatives. Implemented processes to achieve world class call center service levels of less than 1% abandoned calls ASA 98% in less than10 seconds and resolving 100% of customer issues within 48 hours or less. Implemented OTC (order to cash) order flow to improve productivity and speed of cash flow from customer order to billing.Implemented call monitoring management (CMS) at all AVAYA locations. Implemented "mystery shopper" program to identify individual CSR weaknesses, strengths. Responsible for developing and implementing revenue growth sales programs for CS staff enabling upsell opportunities. A 15% annual sales revenue growth was realized in oxygen contract extensions and replacing aging DME equipment (hospital beds, wheelchairs, and medical supplies). Developed and implemented extensive six week training program for all new hire and existing CS staff including periodic follow up testing to ensure compliance and improvement is obtained where needed. Developed, maintained, and reported on key CS metrics daily, weekly, and monthly to monitor performance trends at all CS locations.Removed AVAYA VOIP from non-call center locations transitioned to broadband saving $1.6 million in cost annually.Fairleigh Dickinson University- Business Administration EducationBachelor's degree in Business ManagementFairleigh Dickinson University-College at Florham - Florham Park, NJ Skills SAP SALESFORCE LIGHTING AVAYA CISCO MITEL VISTA GREAT PLAINS A2R CRM TRELLO ZENDESK MAS90 EXCEL WORD POWERPOINT VoIP Jira Supervising experience Leadership Customer service Negotiation Sales Manufacturing VoIP CRM software Zendesk Salesforce Marketing SAP |
