Customer Service Manager

Jason Croley

Experienced Management Professional Leader Focused on Delivering Exceptional Customer

Experiences

********@*****.***

Summary

• Experienced management professional that routinely exceeds expectations in operations, customer service,

client management and program implementation.

• Repeatedly recognized for top performance through promotions and selection for high-priority initiatives.

• Responsible leader recognized for commitment to employee growth through coaching, mentoring and

empowerment. Proven track record of developing and promoting individuals.

• Experienced in strategic planning, client management, customer experience, quality management and team

leadership.

• Expanded size and revenue of multiple programs in excess of 100% while continuing to exceed margin and

profit goals.

• Managed multiple projects from start up to implementation in Telecom, Marketing, IT, Multi-Channel Contact

Centers, Work Force Management, Operational Optimization and Compliance.

Website: Common Sense Service - www.jasoncroley.wordpress.com

Experience

Account Manager - Merck HR Support Center at Telerx

May 2005 - August 2013 (8 years 4 months)

Account Manager, February 2013 – August 2013

• Responsible for daily operations of Merck Human Resources Support Center, projects, quality monitoring,

data integrity, client management, account strategy and managing internal/external partnerships.

• Conceived, developed, trained and implemented white glove customer service delivery model derived

inspired by best practices from a variety of industry leaders such as Disney, Zappos, Nordstrom and Apple.

• Developed SOPs, authored customer service delivery standards and partnered with Merck to institute Telerx

customer service standards throughout Merck.

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• Conducted a case handling efficiency analysis that resulted in 3 minute decrease in handle time that allowed

staffing levels to be maintained despite increased workloads.

Senior Program Manager, July 2011- February 2013

• Expanded Human Resources Support Center team size 100% and revenue 150% by acquiring additional

responsibilities and expanding program scope.

• Successfully integrated additional responsibilities into the Human Resources Support Center through

creation of Organizational Management & Transaction team.

Program Manager, April 2008-July 2011

• Responsible for day to day operations of multiple programs for Merck clients – Human Resources Support

Center, Journey for Control and Agreement Administration/Academic Affairs.

Program Supervisor, June 2006- April 2008

• Implemented call and case handling expectations for the Merck Medical Strategies & Physician Education

program. Trained all associates and performed phone monitoring and quality assurance duties to measure

team performance and facilitate growth.

Senior Scheduling Coordinator, March 2006 – June 2006

• Oversaw integration of Merck Vaccine Division education programs into Merck Medical Strategies &

Physician Education program.

Scheduling Coordinator, May 2005- June 2006

• Provided support to client by acting as a liaison between Merck field representatives and speaker faculty.

1 recommendation available upon request

Patient Care Advocate at Express Scripts

November 2004 - May 2005 (7 months)

Handle customer service inquiries from members, providers, physicians and internal and external clients

related to pharmacy benefits. Work to research and resolve problems in a timely manner.

Assist members in understanding and maximizing the use of their pharmacy distribution program.

Use computerized system to gather information and respond to questions.

Document issues and resolutions in a common database. Escalate issues as necessary.

Handle inbound and outbound member, provider and physician calls. Answer questions related to pharmacy

benefits, while maintaining productivity standards and performance guarantees where applicable.

Work with other operational departments to research and resolve mail order and claims issues and respond to

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members within performance agreement guidelines.

Office Coordinator at K&E Fire Protection

August 2003 - November 2004 (1 year 4 months)

Provide project support to engineering groups designing fire sprinkler systems for residential and commercial

properties.

Responsible for gathering all required information for to execute project including plans, permits and water

flow information.

Assist office manager as needed.

Skills & Expertise

Call Center

Program Management

Human Resources

Call Centers

Training

Management

CRM

Leadership

New Business Development

Strategy

Coaching

Strategic Planning

Interviews

Team Leadership

Business Process Improvement

Performance Management

Team Building

Cross-functional Team Leadership

Account Management

Customer Experience

Quality Assurance

Project Management

Budgets

Customer Satisfaction

Customer Service

Volunteer Experience

Communications/Marketing Director at Local Political Campaign

February 2013 - Present (9 months)

Responsible for local political campaign's communications and marketing strategy, design and

implementation.

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- Create and update online and social media sites and content. Created candidate website, Facebook page,

Twitter and Tumblr. Created Facebook page and Twitter for entire ticket.

- Write copy for marketing materials and social media

- Coordinate with local media outlets

- Design campaign logos, signs and slogans.

- Determine strategy and messaging in coordination with campaign manager.

Candidate for Township Supervisor at Warminster Township

February 2013 - Present (9 months)

Endorsed candidate for Township Supervisor in November 5th, 2013 election. For more information, please

see:

www.jasoncroley.com

Member at Friends of Warminster Library

February 2013 - Present (9 months)

The Friends of Warminster Library is dedicated to support Warminster Township's library and residents

through fundraising, community events and public awareness.

Ad Hoc Property Use Committee at Centennial School District

March 2013 - Present (8 months)

Work to determine the best use of various properties and land for use within the Centennial School District.

Make recommendations to the school board.

Education

Telerx Training Curriculum

2005 - 2013

Susquehanna University

Journalism & Broadcasting, 1996 - 1998

Activities and Societies: DJ at WQSU-FM, writer at The Crusader

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Jason Croley

Experienced Management Professional Leader Focused on Delivering Exceptional Customer

Experiences

********@*****.***

1 person has recommended Jason

"Jason is an extreme detailed-oriented manager who has overseen his 20-30 person teams overall stats with

continuous intensity and without losing sight of the client strategic objective. He always meets and exceeds

client’s expectations. Effectively multi tasks and maintains proficient managerial skills. A pleasure to work

with."

Theresa Sarris, Human Resource Support Center Specialist, Telerx for Merck Pharmaceutical

Company, reported to Jason at Telerx

Contact Jason on LinkedIn

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Contact this candidate