Manager Sales
Resume:
Terry Abbonizio
*******@***.***
*** ****** ****, ***** ****, PA 19002
VP / Director of Operations
Process Reengineering / Best Practices / Customer Satisfaction / Call
Centers / Client Services Automation / Finance / Compliance / Project
Management / QA & QC / Team Building / Training
A dynamic leader, I helped small and large organizations improve operations
in high-volume, highly regulated environments. Through keen evaluation and
business acumen, I have turned around enterprises, increased productivity
and maximized profits, positively impacting both the top and bottom lines.
My abilities include:
o Developing new efficiencies to raise productivity and profitability
o Assuring the highest levels of client satisfaction to retain valuable
accounts
o Recruiting, training and coaching outstanding teams
o Ensuring compliance to corporate, state and federal regulations
o Turning around underproductive operations, business units and teams
I earned a BS in Accounting from West Chester University. I have received a
great deal of recognition during my career, including rapid promotions,
special projects and 100% bonuses at Benetrends.
Selected Accomplishments
Implemented new system for enhanced functionality. Benetrends' CRM system
did not support report generation, statistical analysis or process
prompting. Designed and rolled out a custom CRM that tracked, monitored and
initiated proactive client contact at all stages of sales / service cycle.
Improved reporting assisted executive management in strategic planning and
forecasting.
Increased client satisfaction. Benetrends operations lacked critical
processes and leadership, leading to escalated issues and client loss.
Assessed staff / resources, created job descriptions and put measurement
tools in place. Proactively contacted clients to avert issues. Reduced
escalations from 20/month to zero in under a year.
Dramatically reduced turnaround times. Professional Capital Services used a
manual system to gather needed client data, taking time to rectify errors
and omissions for government filings. Created online system for clients to
report information, requiring client review prior to submission. Reduced
processing from two months to two weeks.
Established process to meet critical deadline. Rapid employee turnover at
Professional Capital Services resulted in few staff to complete year-end
government filings during a peak period. Broke process into sections and
trained small teams to form an assembly line. Achieved 100% on time filing
with QA at every step.
Transitioned staff and accounts seamlessly. Ascensus acquired a group of
accounts and their service team. A short time frame required swift employee
integration. Created small units of new and existing staff to facilitate
training. Moved 500 accounts to new systems, preserving 90% satisfaction
rating and meeting all quality standards.
Career History
Director of Pension Operations, Benetrends, Inc. (a defined benefits
company), 2010 to 2013. Developed and implemented new programs and
efficiencies. Initiated automation of critical systems, putting key
software in place. Achieved 98% customer satisfaction rating. Managed
special projects, a $6M budget and 30 employees.
VP of Operations and Client Service, Professional Capital Services (a
startup administration company), 2004 to 2010. Managed new business,
trading, payroll, distributions, reconciliation, disaster recovery, SAS70
and compliance functions. Developed and documented all processes, directly
supervising 25 staff.
Ascensus, a provider of retirement services.
New Business Manager, 2002 to 2004. Oversaw all aspects of plan
establishment, client education, payroll submission, ERISA document
review, asset and record transfer and conversion dollar investment.
Developed and managed broker relationships. Managed 60 employees and
supported internal / external sales staff.
Client Service Manager, 2000 to 2002. Promoted to manage 50 call center
associates, both inbound and outbound. Tracked metrics, including issue
elevation, queue levels and QC through call monitoring. Developed and led
employee training, accountability and performance development.
Earlier at Ascensus: New Business Client Service Manager, New Business
Supervisor, New Business Associate and Accounting Manager.
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