Customer Service Project Manager
Resume:
Jos A Vega Ramos
Cond. Torre de los Frailes Apt. 4N
Guaynabo, P.R. 00969
Email - ********@*******.***
________________________________________________________________________
SUMMARY OF PROFESSIONAL QUALIFICATIONS
. Experienced manager with expertise in administration, supervision,
business development and project management.
. Intense background in Information Technology, business and
marketing projects.
. Strong analytical skills.
. Staff training and development
. Computer software and data mining experience.
. Superb written and oral communication skills
. Business Development and Strategic Planning
. Management Coaching
. Customer Service and Teamwork Oriented
PROFESSIONAL EXPERIENCE
Customer Service Manager
Distribution Integrated Services. (Ferre-Rangel Corp.) 2009 to Present
. Administration and developing of all the Customer Service and back-
office processes, for all the operational areas within company:
o Magazines. - New orders, claims, complaints, collections.
o Newspapers - New orders, complaints, cancellations.
o Other non-print products. - sales, billing and collection to
distribution agents.
. Established employees performance metrics based on quality and
productivity.
. Established and monitor quality and quantitative standards for our
customer attention trough reporting analysis tools (IVR, SQL
database querys, BI Tools, etc.)
. Creates action plans based on the result set of the data analyzed.
. Supervision of 14 Customer Service representatives, 2 Customer
Service Supervisors and 3 administrative coordinators.
. Develop Customers and Sales initiatives in accordance with the
Marketing Department.
. Liason between different Ferre-Rangel Group organizations - like El
Nuevo Dia and Primera Hora.
. Liason between Accounting, Marketing and Information Technology
departments.
. Administration of departmental budget.
. Handles multiple business projects focus primarily in Technology,
Marketing and Accounting.
. Develop new business strategies and opportunities.
. Responsible for the documentation, negotiation and completion of
the Circulation Department annual audit complying with the
regulations of the Audit Bureau of Circulations (ABC).
Business and Project Manager
El Nuevo Dia Newspaper, 2004 to 2009
. Develop, implement and monitor automation projects between different
departments like Accounting, Marketing and Information Systems. Some of
the projects are:
o Developed an IT application that interphase with the Bank, Circulation
and Accounting softwares to reconcile the account receivable. This
represented a reduction in the manual data entry process in a 20%, the
elimination of a cashier position and precision in the accounts receivable
reconciliation.
o Develop and maintain the subscriber database to established penetration
goals, retention campaigns and tactical sales strategies.
o Implementation of mathematics algorithms based on historical sales to
control the unsold copies in order to reduces the papers expense. This
represents a reduction of 15% of paper expenses.
. Responsible for the documentation, negotiation and completion of
the Circulation Department annual audit complying with the
regulations of the Audit Bureau of Circulations (ABC).
. Established and analyze metrics for subscribers churn.
. Develop Third party sales program with different channels,
obtaining incremental sales and branding recognition.
. Subscribers data mining in order to evaluate and implement
marketing strategies.
. Develop and implement sales initiatives in accordance with the Audit
Bureau of Circulation bylaws
. Develop and monitoring of the departmental financial budget.
. Established objectives to reach the circulation department goals
. Evaluate and develop the Circulation Software in order to establish new
efficiency process that represents benefits and savings for the department
and the company.
Customer Service Supervisor
El Nuevo Dia, 1998 - 2004
. Interviewed, hired, train, coach and supervise to the Data Entry
group that belongs to the Customer Service Department.
. Develop and monitored employee performance metrics to comply with the
departments policies and quality standards.:
o These performance metrics helps to identify service levels and production
goals by employees. This represents a reduction of 25% in the headcount
of the area without affecting the quality and productivity.
o Automation for the verification of the new sales order process trough an
Auto Dialer . This represents a reduction of 25% processing time and a
increase the customer contact from 70% to 90%.
. Implemented re-training courses for existing employees.
. Maintain and monitor the quality goals and objectives.
. Monthly status meetings.
. Creates user-defined reports from database management systems.
EDUCATIONAL BACKGROUND
. University of Phoenix 2003- 2005, Guaynabo, MBA in Accounting
. University of Puerto Rico 1994 - 2000, Rio Piedras, BBA in Business
Administration with minors in Accounting and Finance.
. Project Management training, Peoples Advantage.
. Customer Service Trainings
. Preparing to certified as a Project Manager Professional (PMP)
PROFESSIONAL AFFILIATIONS
. Newspaper Association of America (NAA)
. International Call Center Management Institute (ICMI)
SKILLS
. Proficiency in computers softwares: Microsoft Office, Microsoft Project,
SQL Querys, Business Intelligence (COGNOS), Visio, Genesys, Edify, Brio,
IVR and other circulation softwares.
. Fully Bilingual - Spanish/English oral and written.
. Ability to work under pressure.
. Teamwork and Customer Service trainings.
References - Available upon request
Contact this candidate