Michael Strobel

Email: abp1cw@r.postjobfree.com

Address: **** **** **** **

City: Newark

State: DE

Zip: 19702

Country: USA

Phone: 302-***-****

Skill Level: Director

Salary Range: $85,000

Primary Skills/Experience:

See Resume

Educational Background:

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Job History / Details:

MICHAEL J. STROBEL

302-***-**** abp1cw@r.postjobfree.com/abp1cw@r.postjobfree.com

LEADERSHIP CUSTOMER CARE GLOBAL INITIATIVES

* Developer of robust world-class customer care operations across global sites with accompanying technical support strategies delivering optimal service and revenue results in union and non-union environments.

* Developer of core strategies, business platforms, social media, and critical operations that shepherd domestic and foreign businesses through start-up, launch, scale-up, growth, and IPO positioning.

* Create terms of service in alignment with corporate mission and near-term/long range initiatives.

* Partner with C-level business leaders to direct operations in consort with company goals.

* Introduce off-shoring, automation, and in-housing solutions to achieve operational efficiency.

* Pioneer Work-From-Home business model gaining strong productivity and quality improvements.

* Sought-after lecturer nationwide at Customer Contact Forums presenting to CEOs and executives.

CORE COMPETENCIES

Infrastructure planning Off-shoring

Project management Call center operations

System launch Vendor identification/management

Contracts/terms of service Growth/consolidation initiatives

Budget administration/optimization Work-From-Home initiatives

Service level standards Performance analysis/reporting

Automated system solutions Governmental/municipal regulation compliance

PROFESSIONAL EXPERIENCE

RECYCLEBANK - PHILADELPHIA, PA 2009-PRESENT

Director - Customer Care

Launch and manage comprehensive customer care systems with supporting metrics to meet global service, operability, and customer satisfaction initiatives for an emerging business model. Develop/manage Customer Care Call Center operations with 15 dedicated reps and 60 3rd party reps currently serving 4 million customers across 315 municipalities. Partner with CIO for system functionality, new builds, and implementations. Manage global multi-site staffing through scale-up and efficiency optimization initiatives. Introduce/enforce employment law rules/regulations.

* Manage US scale-up with successful off-shore cost alternative identification/launch/optimization of United Kingdom and the Dominican Republic sites. Lead global call center initiatives, site identification, lease negotiation, operational ramp-up, and decision making for optimization, staffing, training, and positioning for ultimate US remote management.

* Create Terms of Service, Guidelines, and Human Resource policies where none previously existed.

* Executed customer support operations management, first contact resolution, and call tracking solutions.

* Created a 4-level Customer Care Department with 80% reps working as home-based.

* Transition live staff service model to automated IVR (interactive voice recording) systems.

* Enhanced website FAQs and platform upgrades reducing calls and enhancing client satisfaction.

* Introduced strategy that reduced representative to customer ratio from 1:27,000 to 1:112,000.

* Dramatically improved BBB rating to "B" from "F".

(Continued)

MICHAEL J. STROBEL

(Page 2)

PROFESSIONAL EXPERIENCE (CONTINUED)

AIG MARKETING - WILMINGTON, DE 1998-2009

Sales Manager - Philadelphia/Ft. Washington, PA (2005-2009)

Led sales operations for major insurance products to achieve critical production/profit goals within projected multi-million dollar budget parameters. Recruited/hired/trained a sales team of 49. Implemented marketing strategies and creative sales techniques along with pricing policies. Collaborated nationally to execute new product/policy introductions. Created/introduced development strategies and quality improvement initiatives. Managed networks and relationships.

* Achieved 119% of goal, FY 2006

Operations Manager (2001-2005)

Managed service, sales, finance, administration, and human resources areas. Forecasted/maintained $6.5 million budget and realigned financial apportionments to consistently achieve goals under budget. Executed accounts payable and invoice reviews/payments. Directly responsible for building security, safety, OSHA compliance, and facility management. Ensured staff performance and procedural compliance in all areas. Reconciled competing objectives and identified/resolved issues resulting in a collaborative working environment. Directly responsible for human resources, recruiting/hiring, development, training, and salary administration for 85-120 staff.

* Developed process improvements that increased sales, customer service integrity, and client satisfaction while maintaining costs.

Operations Assistant Manager of Service (2000-2001)

Managed sales and service for 5 automobile insurance units across 46 states with major responsibility for customer dispute arbitration. Ensured operational and staff compliance to underwriting guidelines. Traveled to sites nationally to facilitate training, monitor performance, and deliver process improvements. Liaised between Underwriting and 5 units comprised of 5 supervisors, 16 team leaders, and 65 representatives to facilitate optimal functionality. Maintained payroll/benefit records.

Operations Supervisor (1998-2000)

Optimized service and sales operations for an automobile insurance unit. Hired, supervised, and facilitated training for 14 licensed agents. Maintained payroll records. Ensured accurate benefits.

* Consistently ranked 2nd or 3rd out of 9 units in sales achievements.

Licensed Agent - Auto Insurance (1998)

Developed insurance sales and issued coverage. Resolved issues to ensure continued business development.

* Consistently met/exceeded sales and quality quotas.

* Achieved Top Unit Sales status.

ATLANTIC FOOD SERVICES - WILMINGTON, DE 1995-1997

HASSETT AIR EXPRESS - BRIDGEPORT, NJ 1995-1997

Driver (Local and NYC)

CVS - PHILADELPHIA/SWARTHMORE, PA 1992-1993

RITE AID - WILMINGTON, DE 1990-1992

Retail Management

ALLSTATE INSURANCE - LONG ISLAND, NY 1983-1989

Licensed Insurance Agent

EDUCATION & AFFILIATION

COLORADO TECH UNIVERSITY ONLINE: Project Management/General Studies 3 YEARS

PROFESSIONAL CAREER DEVELOPMENT INSTITUTE: Paralegal Certificate 1997

BRYN MAWR COMMUNITY COLLEGE: Insurance Law; Insurance Philosophy 1986

MEDFORD FIRE DEPARTMENT - NJ: Vice President of Administration 1989-1992

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