CARY H. SOLOMON
Fair Lawn, N.J. 07410
abmqqh@r.postjobfree.com
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20+ Years Experience in public & private Corporations with upwards of $100
Million + in Revenue
Management professional with a hands-on participative style,
entrepreneurial approach and result oriented focus. Progressive leadership
experience includes surpassing financial and service objectives via a
combination of world class service delivery, lean operations and incentive
driven rewards for team achievement. Ability to transform staff into
outstanding leaders and top performers, critical to financial and
operational success. B.S., Business Administration/Management, Post BA
Paralegal Certificate.
Core professional competencies: Customer Service, Call Center Management,
Fulfillment & Distribution, Order Entry, Technology Management, Help Desk,
Change Management, Systems Availability, Facility Management, Site
Selection & Construction, Vendor Management, Employee Management.
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EMPLOYMENT HISTORY
10/2008 - Present Verizon Wireless Bedminster,
New Jersey
Subpoena Coordinator
Coordinated the production of records in response to more than 7000
subpoenas, search warrants and court orders from law enforcement, attorneys
and other judicial organizations while handling over 5000 inquiries in a
call center environment. Recognized by Director for consistently exceeding
productivity targets. Received formal letter of commendation from the
Federal Bureau of Investigation and Drug Enforcement Administration.
Assigned special projects which required above average analytical skills,
subject matter knowledge and follow through.
9/2006 - 7/2008 GoAmerica Communications Inc. Hackensack,
New Jersey
Director of Supply Chain Management, Text and Support Operations
Led Text and Video Operations, Supply Chain Management, National Quality
Assurance, Training and Facilities organizations. Managed vendor
performance against key performance indicators. Oversaw merger related
integration projects. Mapped business processes which created a single
corporate approach to customer qualification, fulfillment and logistics.
Launched national quality assurance program for products and Customer
Service. Transitioned various post acquisition Customer Service
organizations into a single organization. Participated in site selection,
lease negotiation and construction of new locations.
Director of Operations
Directed wireless and relay Customer Service to a consistent 90% service
level within budget. Controlled Order Operations and Fulfillment flow for
1800+ devices monthly. Managed relay services vendors in excess of 1.5M
minutes per month. Handled site selection, lease negotiation and
construction of call centers designed to service the deaf community.
Oversaw interdepartmental processes, ensured efficiencies, productivity and
communication existed between organizations. Facilitated cross functional
operational reviews.
5/2001 - 9/2006 Locus Telecommunications, Inc. Englewood Cliffs,
New Jersey
Senior Director of Operations
Participated in contract review and negotiation, vendor management,
tradeshows, IT project management, sales and marketing initiatives.
Facilitated executive meetings with major telecommunications companies,
distributors and dealers. Designed training curriculum for newly promoted
management personnel. Supported a 100% increase in company sales with only
a 15% increase in departmental expenses. Increased Customer Service call
center sales by 20%, to $7M+, exceeding quota. Increased order entry
efficiencies by 100% through process automation, with minimal capital
expense. Fulfilled in excess of 6M calling cards and 30K devices monthly.
Director of Operations
Planned, directed and successfully executed plan against a $4M+ budget.
Ensured that 135 employees, located in 4 locations nationwide, exceeded
expectations, increased sales revenue, improved efficiencies, fulfilled
sales orders, serviced end users and contributed to the profitable growth
of the company. Increased departmental sales by 50% in 2003 and 2004.
Reduced overhead expenses by $1M, automating routine functions. Introduced
quality assurance testing, minimizing errors and reducing defects during
fulfillment. Inventor of ActFast SM automated wireless provisioning
system.
Senior Manager Customer Service
Responsible for 80+ employee call center, handling 250K Sales and Customer
care calls per month. Managed numerous automation efforts, fostered "first
call resolution" and increased efficiencies. Liaison with other
departments, vendors and carriers. Handled employee hiring, coaching and
development, increasing productivity by 30% while maintaining expenses.
Recognized by CEO for advancements in Customer Service and contribution to
company success. Implemented IVR system, saving $750,000 in annual
expenses. Raised departmental service levels from 70% to 90%+, within
budget. Introduced key performance indicators, call monitoring and monthly
performance appraisal process. Eliminated paper forms, replaced with HTML
on-line forms, increasing productivity. Implemented sales fraud monitoring
guidelines, reducing charge-backs by 50%, to less than 1%.
1/1990 - 5/2001 Verizon Wireless Bedminster,
New Jersey
Manager IT Control Processes
Reviewed and approved the change management process for software and
hardware releases, ensuring systems availability for all applications and
IT infrastructure nationwide. Participated in space planning and facilities
management. Developed "metrics" reporting for the CIO. Maintained
nationwide overall systems availability greater than 99.50%. Developed on-
line change control system with end user reporting functionality. Created
formal reporting, allowing senior executive staff to benchmark performance.
Implemented formal maintenance of power backup systems to ensure business
continuity.
Technical Analyst/ Change Control Coordinator
Coordinated, scheduled and reviewed east coast IT software and hardware
releases. Prepared statistical reporting for the Business Continuity
organization. Reviewed all potential points of failure and made
recommendations to ensure success of all enhancements. Managed "Y2K"
communications center and performed systematic "health checks". Formalized
"change control" review process, increasing system "up-time". Held weekly
meetings with Staff VP's to ensure change methodology.
Manager - Operations IS Support Center
First level management of Help Desk, performing 24 * 7 systems monitoring,
escalation, troubleshooting and assistance for "end user" community.
Created performance reporting and analysis for CIO. Introduced outage alert
system for end user community of 6K. Reduced outage resolution timeframe
through formal troubleshooting and escalation. Implemented "customer
service" training for technical staff.
Group Manager Customer Service and Special Teams
Led a team of 11 Managers, which handled General Inquiries, Treasury
Support Services, Customer Retention efforts, 611 Technical Support and
Proactive Customer Care campaigns. Reduced Customer refund transaction time
by 50% by providing direct systems access. Created programs which reduced
Customer churn to low single digits. Developed requirements and managed
vendor for on-line knowledge base.
Also: Customer Service Manager, Fraud Investigator, Sr. Collections
Specialist, Customer Service Specialist
EDUCATION
. 1/2008 Post BA Certificate in Paralegal Studies - Montclair State
University
. 8/2000 Web Master Certification - Bergen Community College
. 1/1990 B.S., Business Administration/Management - Montclair State
University
Inventor of "Control System for Enabling Use of Wireless Telephones "
(Patent 7,706,774)