Customer Service Manager
Resume:
Michael J. Gorney
Cedar Grove, NJ 07009
E-mail: ********@*****.***
Professional Experience
Trader Joe’s – Florham Park, NJ 2011 – Present
Training, Marketing & Customer Service
• New hire training
• Responsible for writing and implementation of new hire training manual
• Oversee customer service and employee relations
• Tracking of sales and inventory for the perishable products
• Ordering perishable stock products; direct line of contact for all product vendors
Allways Advertising – Bloomfield, NJ 2008 – 2011
Manager – Customer Care
• Hire, train and develop representatives to achieve/surpass departmental goals
• Responsible for representatives staffing/scheduling, schedule adherence, attendance,
productivity, remote monitoring, performance evaluation, quality goals and development
• Conduct side by side quality evaluations with representatives to identify areas for improvement
• Handle escalated customer issues and concerns
Exchange Place (Accoona) – Jersey City, NJ 2007 – 2008
Director – Call Center Operations/National Quality & Customer Retention
• Defined quality standards for call center representative generated data
• Developed, documented and implemented policies and procedures to be adhered to both
internal call centers and at all vendor centers
• Developed quality scoring guidelines and applied them to appropriate software with reporting
capabilities
• Developed and produced weekly/monthly reports that track performance objectives, results of
strategic initiatives and developing trends
• Utilized reporting mechanisms and data analyses to determine areas for improvement
• Identify customer issues and analyze business procedures to assure optimum customer
satisfaction
• Developed and implemented training procedures to address outdated policies and procedures
and to increase customer satisfaction
• Hired, trained and developed Quality Manager & Analysts to achieve/surpass departmental
goals
• Responsible for management of quality staff including, but not limited to: job description,
performance review, scheduling & salary.
AT&T (Cingular) – Paramus, NJ 2006 – 2007
Project Manager – Customer Operations/National Quality &Retention
• Responsible for managing all aspects of highly complex quality & incentive related projects
• Own/drive project timelines. Lead & coordinate multiple resources within IT, telephony, outside
vendor agencies, Call Canter Directors, RVP’s etc.
• Produce weekly/monthly reports for Senior Management that reflect performance
objectives/results of project timelines & trending
• Conduct seminars, focus groups, conference calls and presentations to inform and educate
management on applications of project generated data
• Ensure that operating efficiencies and customer satisfaction is enhanced by implementing
improved business processes and technologies through report analysis
• Development and implementation of national quality projects and strategic initiatives within
customer services
Cingular Wireless (The New AT&T) – Paramus, NJ 2002 - 2006
Manager - National Vendor Quality Team
• Managed staff of Specialists located in Paramus, NJ, Orlando, FL & Austin, TX
• Point of contact for 24+ call centers located in the US, Canada, Mexico and India
• Facilitated calibrations, conference calls & meetings on a national level with vendor call centers
• Managed multiple projects and provided subject matter expertise
• Developed and implemented quality initiatives
• Onboarded Quality Analysts to achieve/surpass departmental goals
• Determined employee’s yearly merit increases and bonus structures
• Utilized reporting mechanisms and data analyses to determine areas for improvement
• Communicated organizational changes to all vendor call centers
AT&T Wireless – Paramus, NJ 1999 – 2002
Manager – Wireless Executive Response Center
• Managed staff consisting of 18 to 24 Resolution Specialists
• Hired, trained and developed representatives to achieve/surpass departmental goals
• Responsible for management of Resolution/W.E.R.C. team including, but not limited to: job
description, performance review, scheduling & salary.
• Determined employee’s yearly merit increases and bonus structures
• Networked with all departments in order to research issues and provide mutually acceptable
resolutions to customer-related situations within 24 hours
• Provided confirmation to customers via verbal and written correspondence
• Provided accurate and complete documentation on complaint information forwarded from
agencies such as the FCC, PUC, Attorney General, BBB, etc.
National Telecommunications, Inc. - Cedar Grove, NJ 1997 – 1999
Supervisor, Customer Care
• Supervised inbound customer care teams
• Conducted monthly side by sides and quarterly reviews with representatives
• Developed and implemented training procedures for Customer Care
• Produced monthly reports reflecting the effectiveness of training procedures on call quality and
customer satisfaction
• Identified performance trends that negatively impacted quality and recommended and
implemented process improvements
Keyboard Consultants Inc. - Fairfield, NJ 1995 - 1997
Marketing and Technical Coordinator
• Trained and supervised Customer Service/Technical Support
• Extensive telemarketing, graphic design, copy and layout of trade advertising
• Coordinated in-house and off-premise technical demonstrations
EDUCATION
Upsala State College
East Orange, NJ
Bachelor of Science May 1981.
Major: Marketing with emphasis in Advertising and Public Relations
Honors: Dean’s List, Gold Key Honorary, President’s Award
Computer skills
Advanced levels in: MS Word, Excel, Power Point, Access, BlackBerry
Additional Core Skills
Excellent verbal and writing proficiency
Superior managerial and conflict resolution abilities
Extensive experience in procedure/policy development
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