| | | 20,000+ Fresh Resumes Monthly | |
|
|
| |
Click here or scroll down to respond to this candidateCandidate's Name
Street Address PHONE NUMBER AVAILABLE EMAIL AVAILABLESenior Contact Center ExecutiveAccomplished professional combining leadership, business acumen, technology, and industry expertise in building and directing small- and large-scale centers. A strong relationship builder and presenter, able to negotiate and achieve consensus with key internal and external decision makers. Demonstrate broad-based strengths in:Process ImprovementTurnaround and Startup ManagementTeam Building, Training, & MentoringStrategic and Tactical PlanningBusiness Expansion/Organization BuildingScript DevelopmentCustomer Service ManagementMarketing & Sales PromotionBudget Development & ManagementEXPERIENCENETLINE CORPORATION, Edison, NJ 2016 2020Lead Generation CompanyDirector of Contact Center Operations Played key role in development of Companys Call Center Program. Performance Enhancement led to increase of 25% of Companys revenue to 60% in 2019 from newly developed training strategies, internal support, and sales support. Managed internal and external vendor relationships. Increased Call Center Seat usage from 40 to 235 over 3 years Established and maintained contractual relationships with 3rd-party call centers; developed training curriculum, created scripts, and trained staff (internal/vendors). Successfully created and delivered a Call Monitoring Program that increased quality of acquired leads as well as discovering new training needs for all call centers and individual reps.CONTACT CENTER SOLUTIONS, Marlboro, NJ 2008 CurrentContact Center Consulting GroupPrincipal Established consultancy that provides best-in-class processes, technology, training, and both start-up and turnaround management expertise.Selected Clients/Projects Call Center Change Management, USG&E, Miami, FL (Jan. 2012 Present): Improved KPIs and overall sales by 350%. Developed relationships with all internal customers and added four new outsource sales partners into mix. Contact Center Management, Snackable Media, New York, NY (Oct. 2010 Dec. 2011): Provided change management expertise focused on 24/7 customer service. Slashed overall cost of service by 47% and improved customer retention 28% by changing external vendor partner. World Ave. Inc., Boca Raton, FL (Jan. 2008 Jun. 2009): Innovated, directed, and successfully monetized a contact center lead generation program. Identified and developed relationships with key outside call center vendors and internal customers. Created a self-sustained profitable business unit in four months and directed for an additional 120 days. Call Center Change Management, ESPI (Feb. 2009 Aug. 2009): Implemented new processes and KPIs that increased overall sales by 300%. Instrumental in developing company to reach a position where it was sought after and acquired by USG&E. Internal Outbound Cold Call Center, Liberty Power, Inc., Ft. Lauderdale, FL (Aug. 2009 Sept. 2010): Developed and directed a new call center. Created a profitable outbound cold call program averaging a minimum of five commercial sales per day per rep. Forged relations with all internal stakeholders and outside vendors. Architected a sales training program for all channel sales partner and brokers and instituted an outreach training process that increased channel sales by 35%.EXCHANGE PLACE, Jersey City, NJ 2006 2008Lead Generation CompanyVice President of Contact Center Operations Recruited by CEO to create the telemarketing arm of an on-line company consumer acquisition. Played key role in development of company from $0 to $15M in 2008 from off-line multi-media strategy through organizational development, internal support, customer-focused sales, and sales support. Managed internal and external customer relationships. Determined resource requirements and implemented staffing plan for entire department. Established and maintained contractual relationships with 3rd-party call centers; developed training curriculum, created scripts, and trained staff (internal/vendors). Created metrics for service levels, performance standards, and acceptance criteria for customer service and inbound/outbound sales groups; established cross-training program for entire call center staff.Candidate's Name Page Two of TwoGOEN TECHNOLOGY, Cedar Knolls, NJ 2002 2005Nutritional Supplement CompanyExecutive Vice President/Corporate Director of Call Center Operations Played key role in growth of company from $10M to projected $250M in 2004 through organizational enhancements, internal support, and customer-focused sales and sales support. Managed internal and external customer relationships and support. Directed Human Resources, determining resource requirements and implementing staffing plan for entire company to meet the needs of a dynamically growing company. Evaluated organizational talent and identified professional development and training needs; developed and executed strategy to upgrade knowledge and performance of staff. Successfully aligned technology and internal processes to maximize delivery of service to internal client; interfaced with IT and user departments to identify short- and long-term requirements needed to support internal units as the company grew. Established, achieved, and maintained service and quality levels to ensure internal units met deadlines. Improved financial reporting and controls; applied financial principles to budgets, forecasting, and ROI analysis. Established and maintained contractual relationships with 3rd-party call centers, manufacturing resources, and packaging development and manufacturing vendors. Created metrics for service levels, performance standards, and acceptance criteria for customer service and inbound/outbound sales groups; established cross-training program for entire call center staff; reduced staffing requirements 35%; increased call center productivity by 300% and gross revenues by 1100%. Turned Customer Service Group into a significant profit center with an 81% retention level, through extensive product training and customer cross-selling training.IDT CORP., WIRELESS DIVISION, Newark, NJ 2000 2002International Telecomm ProviderVP, Tele-Sales Created inbound and outbound telemarketing and customer service programs for IDT Wireless Division pagers and cellular devices; develop marketing scripts. Developed and completed beta test marketing in 60 days and completed 175,000 hours of marketing ramp-up within 10 months; achieved 25,000 hours per month of inbound marketing six months ahead of schedule. Successfully built an acquisition program combining long distance, pagers, and free Internet. Directly resulted in initial profits with no associated acquisition expenditures. Bundled multiple IDT products, including long distance, free Internet, pagers, and cell phones. Negotiated contracts for outsourced telemarketing hours, vendor management, 3rd-party verifications, and order fulfillment.NATIONAL TELECOMMUNICATIONS, Cedar Grove, NJ 1997 1999Director of Telemarketing and Customer Service Oversaw 21 outside telemarketing agencies averaging over 400,000 hours per month of outsourcing and a staff of 550 reps performing a combination of customer service, outbound/inbound telemarketing, and collections. Set up vendors/telemarketing companies; developed training curriculum; created scripts and trained staff (internal/vendors). Developed and implemented operating policies and reporting procedures; assisted with budgeting. Recruited, managed and motivated account managers; monitored and evaluated performance. Developed supervisory staff and operating infrastructure, including outside agencies. Disseminated and managed leads; negotiated rates. Distributed billable hours to vendors; monitored system service and vendor performance. Spurred and supported growth of company from 3,000 to over 2,300,000 customers in 2.5 years, with retention rate of 75%. Consistently exceeded corporate quarterly and annual sales goals; established strong and reliable vendor base.A.I. FRIEDMAN, INC., New York, NY 1977 1995The Largest Art and Drafting Materials Supplier in the U.S. with Annual Sales in Excess of $30MReporting directly to the company president and general manager, played a significant role in the growth and management of the company through management-level responsibilities in customer service, sales, project management, systems implementation, policy, and staff development.Project Manager, Computer Systems Installation/MIS Manager AS/400 Spearheaded and led systems project team responsible for needs analysis, systems development, and implementation of AS/400-based integrated sales, order entry, product, parts inventory, customer database, and management reporting system (over 50,000 parts and 6,000 customers). Provided effective liaison between end-users and programmers. Completed system installation on time and within budget.Internal Operations Administrator, Telemarketing & A/R Directed nationwide telemarketing operations and accounts receivable departments. Conducted systems study to create computer product codes and enhancements to the marketing, inventory control, and accounting systems. Reduced outstanding accounts receivable and time to collection.Telemarketing/Customer Service Manager Supervised order receipts, order processing, and billing (500+ invoices daily). Audited order transactions and resolved customer complaints. Trained new employees; scheduled order department coverage. Created and implemented telemarketing system that increased annual out-of-town sales by over 300%.Relocation Coordinator Collaborated with corporate officers, general contractor, and architects to plan, execute, and coordinate company relocation to new facility within New York City (office and distribution center).EDUCATION & PROFESSIONAL DEVELOPMENTBS, Business Management, ST. PETERS COLLEGE, Jersey City, NJ, 1977AS/400, Windows, MS Word, Excel, Access, PowerPoint, Outlook |
