Customer Service Manager
Resume:
John G. Giannaris Jr.
Blacklick, Oh 43004
Objective Director of a high volume Call Center looking to develop and/or grow a
call center or customer service oriented environment
614-***-**** OH
Experience 2005 - 2009 Exceptional Innovation Columbus,
********@***.***
Director of Customer Service
Development and implementation of the Company Call Center from
ground up including SOP.
Oversee a team of agents in troubleshooting hardware (PC) and
software issues in relation to Exceptional Innovations products
implemented in the field. This includes residential, commercial, and high
profile clients.
Provides crucial feedback to software developers in order to make
enhancements or corrections to product (software).
Coaching and training of agents through weekly meetings, performance
management, and coaching opportunities such as succession planning.
Mentoring of staff members for several promotions from call center into
other areas of the business such as BA, Training, and Quality Assurance.
Management of all staffing aspects, including hiring, reviews, promotions
and terminations.
Reports directly to Company CEO
2002 - 2005 Chase Monroe, LA
Call Center Manager
Managed a team responsible for 20,000 calls per day avg in a 100k plus
a day call center, stepping in for AVP as needed.
Hand chosen by site director to implement heritage Bank One
mortgages into the Chase platform. Included coaching & training peers as
well as other leaders in call center.
Implemented new add on strategies that improved offer rates by 30%
Coached and trained agents through weekly meetings, performance
management, and coaching opportunities such as succession planning.
Managed all staffing aspects, including hiring, reviews, promotions and
terminations.
2000-2002 Best Buy Columbus, OH
Assistant Store Manager
Managed successful store generating $62 million a year in revenue
Analyzed store profits to maximize performance. Focus included revenue
generated by accessory sales, warranties, installations, and digital
subscriptions (ISP, Broadband).
Developed plans to maximize performance in opportunity areas.
Coached and trained all store supervisors through weekly meetings,
performance management, and coaching opportunities such as
succession planning.
Managed all staffing aspects, including hiring, reviews, promotions and
terminations.
Organized and lead several district meetings on topics ranging from
employment to sales to ensure consistent procedure
Hand selected for “Harvest Program” which provides additional training
for advancement to General Manager.
Effectively opened first Small Market Concept Store in 5 state region,
generating $22 million a year. Duties included, but were not limited to,
staffing, training, store marketing, establishing store sales, etc…
First Small Market Store to Reach #1 in Company for Internet Service
Provider sales, out of 400 Stores
Successfully led region of 49+ stores in Profit Levers for company (Top
Quartile in Company) consistently for a 9 Month Period. (Profit Levers
included Revenue, Warranties, Accessories, and ISP’s.) This also
included business analysis to discover weak points, and coaching and
training of a $15 million a year store.
Developed a coaching tool focusing on manager engagement with
employees. This tool was so successful, it was implemented
companywide and resulted in increased profits for stores.
EDUCATION
University of Phoenix Phoenix, AZ
Currently pursuing MBA
Expected graduation: March 2010
University of Phoenix Phoenix, AZ
BA in Business Management 2008
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