Customer Service Management

Mark Landers

** ***** **** ( Chelmsford, Massachusetts 01824

************@*******.*** ( 617-***-****

Management Professional

Revenue Growth ( Lasting Client Relationships ( Strategic

Planning

Results-driven professional with a progressive management career in the

Insurance Industry. Skilled at developing and executing targeted business

initiatives that drive customer growth, achieve sales objectives, and

enhance bottom-line profits. Highly effective communicator and team leader

with proven ability to build long-term relationships with internal and

external customers by establishing a high level of confidence and trust.

Visionary leader with a keen understanding of business priorities and

demonstrated expertise in rapidly advanced business goals to revenue-

producing activities.

CORE COMPETENCIES

PROJECT MANAGEMENT Risk Management Vendor Coordination

Business Planning Effective Team Leadership Problem Solving

Budget Management Policy Compliance

Process Improvements

Professional Experience

MARSH & MCLENNAN COMPANIES - BURLINGTON, MA 1993 - PRESENT

Assistant Vice President, Call Center Operation

Manage daily operations of this office with primary focus on driving

revenue growth, increasing profit, and managing risk. Provide leadership

and direction in overseeing the performance of 40 employees across diverse

functional areas including sales, service and administration.

. Interviewed and hired agents, supervisors and managers.

. Developed excellent customer / carrier relationships.

. Developed a very skilled working force and reduction of poor

performing employees.

. Hands on business manager with experience in a full range of

operations including strategic and tactical business planning,

finance, human resources, customer service, and inventory management.

Education and Credentials

BACHELOR OF SCIENCE IN MANAGEMENT

FITCHBURG STATE COLLEGE - Fitchburg, MA

Life, Accident, and Health Insurance License . Massachusetts Department of

Insurance

Property & Casualty License . Massachusetts Department of Insurance

Professional Memberships & Affiliations

CHELMSFORD YOUTH BASEBALL, VICE PRESIDENT AND BOARD OF DIRECTOR

Burlington Pride Special Olympics, Program Director

H.E. Fletcher Club, Vice President and Board of Director

Spinal Muscular Atrophy & The Paul Center, Golf Committee Leading

Fundraising

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