Customer Service Project Manager

Michael Capetta

*** ******* ****** 908-***-****

Raritan, NJ 08869 ********@*****.***

http://www.linkedin.com/in/mcapetta

SUMMARY

Director of Customer Support with proven experience in managing, motivating and leading people. Expertise in

call center software, systems and CRM applications. Skilled in entrepreneurial set-up of a single-point-of-contact

Customer Care Contact Center. Highly organized, detail oriented and process driven. Respected leader known

for tackling difficult problems by developing logical solutions. Success rate as a Manager has been proven over

time by retention of Customer Care teams

PROFESSIONAL EXPERIENCE

e RESEARCH TECHNOLOGY, Bridgewater, NJ 2002 - 2009

Director, Customer Care

Customer Care Director for all client relationships within ERT’s Clinical Trial Cardiac Safety business. Provided

internal and external support to clinical trial customers - major pharmaceutical sponsors. Developed all SOPs,

help center processes, and training plans. Hired 40 representatives, promoted and marketed the support team to

ERT offices in US and UK and existing clients world-wide. Led teams to develop internal software applications.

Managed ~$2.8 million operating budget.

• Created single-point-of-contact, multi-lingual, 24/7 Customer Care Contact Center for Clinical Trial Cardiac

Safety supporting 20,000+ clients world-wide, averaging 15,400+ contacts per month. This made ERT the

first company to provide a full-service Customer Support Contact Center, and gained recognition as the

biggest, positive change ERT ever made.

• Retained staff from Managers to Analysts on average for 3+ years in a challenging customer service

environment by motivating through conflict resolution, mentorship, team building and an open management

style.

• Upgraded new ACD (NEC) system that helped lower abandon rate from 10% to 2% and hold time from 20

seconds to <10 seconds

• Instituted Omega’s Customer Satisfaction Surveys that indicated Customer Care increased its satisfaction

scores 84% over past 6 years.

• Generated $300,000+ in additional revenue by adding on-going document translation service.

• Negotiated and launched over-the-phone interpreter service, a great value for 10,000+ global clients.

• Spearheaded the reprogramming projects, enabling sites to use 1 device for more than 1 clinical trial,

producing $750,000+ in additional revenue.

• Added new ePRO product to Cardiac Safety team, enhancing client services and company image.

• Established Suicidality guidelines, maintaining < 1 minute contact time for identified Suicide alerts.

• Championed Project Assurance methodology for every study, bringing greater harmony and communication

internally, and a structured process for client relationships and greater client satisfaction.

• Initiated the Site Qualification concept as the initial support to sites prior to clinical trials, responsible for

collecting all relevant site information.

• Managed team that successfully migrated the cardiac safety business from eRT’s top competitor.

• Improved departmental communications and working relationships by initiating bi-monthly meetings among

key stakeholders.

• Delivered standard Call Center metrics for daily, weekly, monthly and annual analysis.

Michael Capetta

p2

CEGEDIM DENDRITE INTERNATIONAL, INC., Morristown, NJ 1995-2002

Project Manager

Managed projects that supported needs and new initiatives for Client Team Call Centers. Worked with

telecommunications, production control, research and development, finance, customer support and human

resources.

• Created World Class Customer Support Center. Successfully moved Customer Support Centers from NJ to

VA, saving $1M+ in operating costs.

• Directed the move of a major database from NJ to new hardware facility in PA, increasing efficiency and

standardizing processes.

• Enhanced the call center experience by bringing in new technologies - Genesys soft phone integration,

Clarify Call Management reporting, Hardware Process flow, Survey Tracker Survey Tool and Work Order

Management.

• Initiated a Customer Support Satisfaction survey process, measuring 300+ Customer Support staff.

Customer Support Manager

Managed Customer Support Center of 30+ Customer Support Analysts, Supervisors, Second Tier Support

Analysts and Technical Support Analysts, supporting Eli Lilly’s 4,000 users of Sales Force Automation (SFA),

home office and third party software, databases and hardware. Direct contact for client’s management and

operational teams on-site.

• Managed upgrade to SFA software and developed the Customer Support strategy, streamlining staff

functions and increasing client contract by $11M per year.

• Increased service teams to accommodate Clients growth, generating additional revenue.

• Increased Customer Support staff during peak periods to support clients and meet Service Levels.

• Worked on-site supporting client quality, team building, new software development, morale and new hire

training.

• Managed numerous rollouts annually, training Sales Reps on new software and realigning their territories.

• Led several management committees to improve company and client performance on quality assurance, call

monitoring, performance indicator defining, service level definitions and new client presentations.

• Successfully managed the Y2K project for the internal team and the external client.

• Coordinated all projects between the technical, customer service and client teams.

DEZINE ASSOCIATES, INC., East Brunswick, NJ 1994 - 1995

Hardware Sales Representative

Sold computer hardware to existing medical billing software customer base

HOECHST-ROUSSEL PHARMACEUTICALS, INC., Somerville NJ 1993 - 1994

Sales Force Automation Analyst

Member of team that supported and trained the first Sales Force Automation product to support pharmaceutical

sales reps on laptops in the field.

TECHNICAL PROFICIENCIES

Systems: IVRS; eDC, ePRO; NEC Automated Call Distribution (ACD)

Software: MS XP; MS Windows 2007; MS Office - Excel, Word, Access, PowerPoint; MS Project; Remedy,

Support Magic, SalesForce.com Customer Relationship Management (CRM); Brio Designer; FoxPro; Remote

Dial-In

Hardware: Mortara, GE-Marquette Electrocardiograms and Holters; Covance MTX-2 electrocardiograms

EDUCATION AND MEMBERSHIP

Bachelor of Science - Business Management, The College of New Jersey, Ewing, NJ

Help Desk Institute Certifications: Support Center Director, 2007; Help Desk Manager, 2002

Help Desk 2000 Supervisor Certification, 2000

Help Desk Institute, North New Jersey Chapter, 2002 – present

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