Manager Customer Service

BRADD L. MERCHANT

*** **** ****** ( Spotswood, NJ 08884

678-***-**** ( *******@*****.***

MANAGER CUSTOMER SERVICE

Results-oriented professional with an extensive background of developing

and implementing service-operating strategies that enhance the customer

experience, improve service, and achieve budgetary goals. Specialize in

initiating cross-functional teams to leverage corporate resources and

coordinate technology to improve processes. Proven record of on-time,

within-budget project strategy and implementation of best practices. Adept

at developing processes and identifying methods for increasing sales

through customer retention and satisfaction. Hands-on manager who builds/

manages talented, multi-functional teams focused on the continuous delivery

of top quality service.

Areas of expertise

Operational Excellence ( Performance Management ( Service Optimization (

Strategic Planning

Process Improvement ( Project Lifecycle Management ( Budgeting ( Account

Management

Cost Control & Reduction ( Trend Analysis ( Business Acumen ( Customer

Retention

Team Leadership ( Employee Motivation ( Staff Development ( Technical

Expertise

PROFESSIONAL EXPERIENCE

NEW WORLD HOME, LLC ( Atlanta, Georgia - New York, NY

Designer of custom built homes with a focus on efficiency and modular green

designs.

Manager - Logistics (2008-20100)

Directed all aspects of office logistics, call center performance, and

special initiatives, focusing on quality, cost control, and efficiency in

all operations. Supervised office logistics staff of 25 personnel charged

with managing logistics for internal operations as well as 53 tenants

within the building. Developed processes, programs, and systems to maximize

customer satisfaction despite ever-shifting demands and issues. Served as

the main point of contact for suppliers of raw materials, manufacturers,

retailers, and consumers. Simultaneously managed a call center environment,

including establishing goals, ensuring technical performance, and leading

improvement initiatives.

Major Contributions:

. Initiated processes and procedures to ensure quality, quantity and cost

effectiveness in the movement and storage of goods.

. Proactively analyzed logistical problems and implemented solutions that

attracted new business and retained existing customers.

. Quickly promoted to Manager after just 5 months of employment due to

professional capability, demonstrated skills, and professional acumen.

BRADD L. MERCHANT ( Page 2 ( *******@*****.***

ECLIPSE EVENTS ( ATLANTA, GA

Meeting and events planning company specializing in mid-sized to large

corporate meetings

Logistic Specialist Manager (2002-2008)

Supervised as many as 100 call center personnel providing customer support

in sales, problem resolution, and general service. Ensured achievement of

individual and team objectives by providing ongoing employee training and

development in technical skills, products, and sales strategy. Oversaw HRIS

data maintenance, verification, record keeping, and LMS. Corporate expert

in employee and manager training as well as database and technical issues.

Major Contributions:

. Established a filing system to more effectively manage employee

personnel files, recruiting files, and training/development files.

. Spearheaded the use of virtual training to increase employee

effectiveness without significant additional expenses.

. Facilitated successful completion of an interviewing/hiring event for

TSA employees by aggressively negotiating with hotel managers for price,

expertise, and space.

. Promoted from Logistics Specialist to Manager within just 3 months

because of consistent record of innovation.

AMERICAN EXPRESS ( GREENSBORO, NC - CHICAGO, IL - ATLANTA, GA

Global leader in credit card, financial services, and travel services.

Call Center Manager (1987-2002)

Provided operational leadership for a call center staff of 300+ personnel,

establishing goals, providing ongoing training, and constantly motivating

staff to achieve all metrics in customer service, sales, and quality.

Maintained service excellence for 1,500 merchant accounts valued at $3 -

$50 million. Served as the highest level of escalation for complex customer

service issues to quickly and effectively resolve all inquiries and

complaints. Developed departmental and employee goals, ensuring both

service level and budgetary targets were achieved. Fostered inter-

departmental communications and provided troubleshooting expertise for

database/technical issues.

Major Contributions:

. Effectively scheduled staff in a 24x7 environment to ensure optimal

coverage during peak times without over-extending budget.

. Initiated departmental process improvements and drove acceptance at the

employee level by rewarding ownership/integration of the new processes.

. Enhanced departmental performance with the implementation of best

practices, new data filing systems, and virtual training sessions.

. Recognized as Sales Person of the Month for 8 consecutive months, AMEX

Employee of the Month 7 times, and with Operations Award of Excellence.

. Consistently entrusted with additional authority in new areas, including

Sales Manager and Manager of Cashiers Control.

SELECTED TECHNICAL PROFICIENCIES

Aspect/TCS, CRM, VRU, IVR, PBX/Telephony, Kronos,

Avaya, Microsoft Office Suite, Windows 2007/VISTA, MAC

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