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Customer Service Manager

7410, United States
May 29, 2010

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* ***** ****

(201) ***-****

Fair Lawn, N.J. 07410



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.




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


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


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


. 1/2008 Post BA Certificate in Paralegal Studies - Montclair State


. 8/2000 Web Master Certification - Bergen Community College

. 1/1990 B.S., Business Administration/Management - Montclair State


Inventor of "Control System for Enabling Use of Wireless Telephones "

(Patent 7,706,774)

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