Robert J. Drefahl

***** ***** *****

Loranger, Louisiana 70446

985-***-****

985-***-**** Cellular

Business Experience

**** - **** *** ******* ****** Union, Harahan, Louisiana

Call Center/Telephone Services Manager

As Call Center/Telephone Services Manager, I was responsible for call center operations for 55,000

member credit union based in Louisiana handling all customer service and member service activity.

My department was also involved in internet and online banking support functions such as online loan

applications, bill payer, and funds transfer accounts. This department also supported all Loan Department

and Accounting Department transactions.

1998 – 2007 Charter Communications, Louisiana

Direct Sales Manager / Inventory Operations Manager

As Direct sales Manager I was responsible for establishing and maintaining broadband cable and internet

services to multi-unit clients such as hospitals, hotels, apartments and nursing facilities, and small

business customers. I also managed Direct Sales and Audit team in marketing our services to residential

customers door to door. Other duties included securing easement agreements and special projects

reporting to the Director of Operations.

From 2003 to 2006 I served as Inventory Operations Manager over warehouses in Southeast Louisiana in

Slidell, Hammond, and Mandeville, and Southern Mississippi located in Picayune and Columbia.

1989 – 1998 Cox Communications Louisiana:

1996 – 1998 Operations Leader, Metro Phone Center Operations/Cox Communications:

I supervised the daily operations of Call Center for over 250,000 customers. My main duties were to hire,

train, and direct over 125 customer service representatives, and to provide for our customers world class

customer service. Additional duties included maintaining open lines of communication with other

departments to assure quality service for our customers.

1994 – 1996 Operations Leader, Kenner/St. Charles Service Center/Cox Communications:

I planned and supervised construction of the service center responsible for over 40,000 customers.

Operations included overseeing the walk-in customer service and drive-thru facility, and support activity

for all field operations including direct sales, installation, service, and plant. Additional duties included

reporting all service center activity and keeping operations within budgetary guidelines.

1991 – 1994 Operations Leader, Elmwood Service Center/Cox Communications:

I planned and supervised construction of service center responsible for over 50,000 customers. Duties

were the same as the above-mentioned position. I was part of the management team recognized by the

company for streamlining operational efficiencies, saving the company over $250,000 the first year of

operation. This position was also responsible for warehouse inventory control.

1989 – 1991 Operations Leader, Kenner Service Center/Cox Communications:

My responsibilities were for the daily operations of a satellite customer service operations center. Duties

included overseeing walk in customer activity, inventory control, and reporting activities of the center.

This operation was used as a model for all future service centers that were opened throughout the metro

area.

1986 – 1989 Customer Service Manager, Laurance Eustis Mortgage Corp.

I managed daily operations of the customer service department responsible for all customer service

activity, both walk-in and phone, billing and payment processing, insurance and taxes, document

handling, and maintaining FHA, VA, and Conventional financing guidelines. I was part of team of three

mangers responsible for profit and loss of the company.

1984 – 1986 Mortgage Counselor, Mellon Financial Services

With Mellon I was responsible for cutting delinquency ratios and reducing the number of foreclosures by

counseling homeowners on proper budget guidelines and cash management. Additional duties included

maintaining foreclosed properties until they could be sold or auctioned.

1977 – 1984 Branch Manager, Sherwin-Williams Paint Co.

I managed retail operations of home and business decorating center. Responsibilities included budget

management, inventory control, accounts receivables, hiring and training of staff, and building

relationships with commercial contractors and homebuilders to increase growth and profitability. I was

promoted to this position from Credit Manager.

1973 – 1977 Branch Manager, Dial Finance Co. ( now Norwest Financial )

As branch manager I was responsible for profit and loss of loan company operations. Duties included loan

approval and collections, hiring and training staff members, and company growth by increasing profit and

reducing delinquency. Additional duties included setting up financing arrangements with local businesses

to increase customer base.

Formal Education

1969 - 1973 Loyola University, New Orleans, Louisiana

1965 - 1969 De La Salle High School, New Orleans, Louisiana

Computer Software Knowledge

Microsoft Word

Microsoft Excel

Microsoft Outlook

Peoplesoft

Various technology-specific data base systems

Additional information and references are available upon request.

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