Customer Service Manager

Wanda Petrucci

**** **** ****** / ***********, ** 60490 / 773-***-**** /

abm2z5@r.postjobfree.com

Career Summary and Qualifications

An accomplished Organizational Development & Training Manager with strong

sales leadership and Call Center Consultant / Trainer achievements. Career

achievements have included six-figure revenue growth, successful project

management of training and curriculum design projects, recruitment and

training of client managers and their staff, the creation and launch of

customized customer service and sales oriented training programs,

international market penetration and successful product launch for leading

global corporations. Highly successful individual working in a fast paced,

growth oriented environment demanding highly organized, technical, and

interpersonal skills.

Professional Experience

3/1/08 - 2/10: Pronto Connections, Inc., Chicago, IL. - Call Center /

Operations Manager

Duties Included:

. Daily management of all call center functional areas to include,

HR, Training and Development, and floor operations consisting of a

leadership staff of 10, a mid team leads staff of 6 and 85 call

center agents.

. Implemented a hiring plan that targets sourcing of best agent and

account executive candidates.

. Facilitated the re-write of all client training manuals which has

resulted in improved knowledge transfer for all client accounts

. Consistently meeting or exceeding bill-to-pay obligations and

service level requirements resulting in increased client

satisfaction and company profits

. Improved agent attendance and schedule adherence by 75% through the

creation and implementation of policies and incentives

. Improved overall agent quality scores by 80% by creating and

implementing coaching and monitoring processes

. Improved overall agent performance by implementing key performance

metrics and standards for increased productivity which resulted in

higher levels of client call available time, versus off the phone

unproductive time.

4/2004 - 4/2007: APAC Customer Services, Deerfield, IL - Training &

Development Implementation Manager

Duties Included:

. Project managed the development, implementation and evaluation process

for all enterprise and client training programs resulting in the

highly successful launch and management of all vertical market

initiatives.

. Facilitated the establishment of Return on Investment measures that

included the design of Key Performance Metrics.

. Conducted "Needs Analysis" and identified appropriate training

interventions, conferring with management, developing and/or

delivering appropriate training curriculum which yielded "spot on"

remedies that improved immediate performance.

. Matched and managed internal resources or independent contractors with

client needs and contracted with consultants to perform client

training and organization curriculum development projects as needed.

This process elevated the comfort level of all key project

stakeholders.

. Acted as a consultative liaison between internal business units and

clients, while maintaining focus of the company's business objectives

and strategic direction, which produced highly dynamic information

exchange forums for increased revenue opportunities.

. Maintained and /or developed training manuals, reference library,

testing and evaluation procedures, multimedia visual aids, and other

educational materials in keeping with the curriculum integrity model

for Adult Learning theories.

APAC Customer Services, Deerfield, IL - Regional Training Manager (this

position considered in tandem with current company role). In conjunction

with the Training Director, this role partnered to:

. Manage internal site training teams to include 12 Training Mangers and

63+ trainers which include our international call centers in Manila,

PI resulting in higher performance teams throughout the organization.

. Insure all corporate training initiatives and performance goals were

executed in a complimentary and successful method to achieve the

desired learning results of the enterprise.

. Project manage all high level training initiatives to include

developing Certification programs for Trainers, Team Leaders and

Operations Managers which served to become a formidable staple program

for the development of all up-coming organizational leaders.

10/1996 - 2/2004 Andrew Wetzler & Associates, Inc. Boca Raton, FL -

Director of Client Relations

An Inside Sales Consulting company assisting organizations with the

development and improvement of their telemarketing and tele-sales

applications. Specific accomplishments / duties (via telecommuting and on -

site methods) included:

. Directed all aspects of client relationships (via on and off-site)

with respect to the needs and agenda of the inside sales unit which

included hiring and training managers on how to build their team. 90%

of all clients offered permanent positioning with their companies.

. Created customized inside and outside sales training materials,

scripts, and manuals which produced high quality internal training

programs that prepared agents for success

. Generated the company's "Tele-Partner Management Program" contributing

to an increased conversion for all business proposals

. Coached and motivated client managers / supervisors to inspire top

level sales performance among their teams resulting in elevated

performance an average of 200%

. Designed aspects of the company's web site, and assisted in the

creation of the company's overall marketing strategy for the Internet

which yielded increased visibility amongst companies with similar

offerings

MoreVisibility.com, (Andrew Wetzler company) Boca Raton, FL - Client

Services Manager

An Internet Marketing company that focused on top Search Engine placement

for company web sites. Specific accomplishments / duties (via telecommuting

methods) included:

. Actively interfaced and remained the primary point of contact for over

300 SEO (Search Engine Optimization) Program clients in which 80% were

converted to renewals and up-sells

. Contributed on-going education of the Internet Search Engine industry

to all clients which consisted of a highly consultative selling /

service approach resulting in additional revenue / business

. Consistently up-sold and cross-sold all SEO Program extended services

in which commissions comprised nearly 40% of total earnings

. Generated renewal revenue in excess of 1 million one 2 year period,

yielding the highest growth margin since company inception.

. Collaborated with company President and CEO on the design of all

marketing collateral which added value to the companies marketability

amongst the competition

8/1984 - 10/1996 LaSalle Bank, Chicago, IL - TeleBanking Call Center

Manager

A full service financial institution owned by ABN-AMRO, headquartered in

Chicago with nearly $58 billion in assets. One of the largest banks in the

Midwest and second largest in Chicago. Duties Included:

. Started on teller line and worked my way to manager of several

operations units including ATM balancing, credit card underwriting,

and general ledger balancing, to name a few

. Directly recruited, hired, trained, and managed a staff of 35 inbound

and outbound phone representatives

. Tripled revenue expectations for select bank products

. Managed an operating budget of 1.5 million

. Expanded sales to include mass-market accounts

. Created all training materials

Education and Training

Wilbur Wright College, Chicago, IL A.A., Liberal Arts

George Williams College, Downers Grove, IL. B.S Business Leadership

Certifications:

Customer Service Delivery and Management

Performance Management Solutions

Active Listening and Effective Speaking

Problem Solving

Sales

Sales Management

Interviewing and Hiring

Budgeting and Business Planning

Consulting and Training

Diversity Training

Awards:

Recipient of the ATSI (American Teleservices International) awards of

Distinction AND Excellence for call center achievement in the delivery of

quality customer service for 2008-2009.

Software Knowledge / Proficiency / Experience:

Microsoft Word

Excel

Powerpoint

Access Database

Dreamweaver

Captivate

Microsoft Outlook

Siebel CRM

Salesforce CRM

ACD Call Management

Sales Logix CRM

LMS (Learning Management Systems)

Visio

Harvard Graphics

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