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Customer Service Manager

Location:
8854, United States
Posted:
May 24, 2010

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**** ****

*** ***** **., ***. **-B ( PISCATAWAY, NJ 08854 ( PHONE: 786-***-**** (

**************@*******.***

Career Objectives

A highly accomplished, multi-faceted bilingual professional is seeking a

rewarding position in Customer Service Management with a dynamic and well

established organization.

EXPERTISE HIGHLIGHTS

Business Start-ups ( US & Latin Teambuilding and Training

America) Development of Training Materials

Customer Service Management Fully Bilingual (Spanish/English)

Customer Satisfaction Enhancement

Complaint Handling and Resolution

Professional Experience

Petro - South Plainfield, NJ 2009 to Present

Marketing Manager

Develop and implement marketing and brand strategies including promotional

strategies, brand integrity, and marketing collateral

Manage and execute marketing plans for Fall Oil - advertising (newsprint,

billboard, radio, TV), and targeted direct mail pieces (mailing over 2

million pieces during the Fall campaign; averaging a 2+% response).

Provide continuous creative direction, strategy, and marketing support for

all new acquisitions (12 in total). Overall gains for the first quarter

surpassed budget by 12%.

MERRILL LYNCH - CHESTER, NJ 2007 - 2009

Client Associate

Facilitated relationships between clients and two financial advisors in the

management of current assets and new sales for business exceeding $340 mm.

Prepared daily analysis and reports of market activity for brokers, that were

critical to making investment and trading decisions during the financial

crisis of 2008-2009.

Implemented special "Employee Care" programs that were critical to employee

morale during the Wall Street decline in 2008.

SIMMONS, AN EXPERIAN COMPANY - DEERFIELD BEACH, FL 2005 - 2007

Project Manager

. Managed a 127+ call center operation for data collection and market

research.

. Developed and implemented new controls and targets that increased

Hispanic Consent Rates by 10% within a 7 month period.

. Redesigned and updated all Call Center - Interviewers and Supervisors

- Training Materials, workshops and sessions, with new information,

high impact materials and inclusion of sales tools.

. Changed company's methodology and motivational techniques used with

Hispanic Interviewers and Supervisors that impacted performance and

increased production within the first quarter.

. Awarded with " The Golden Survey"; voted by call center reps in

recognition for outstanding management support.

THE DIRECT MARKETING ASSOCIATION (The DMA) - NEW YORK, NY 2000 - 2005

International Service Manager

. Liaison between the New York Office and 52 offices worldwide,

developing strong partnership with key countries that generated an

average of 18% revenue increase.

. Organized Trade Missions to Germany and The Netherlands; negotiating

outstanding sponsorships with top representatives of the industry (The

Deutsche Post, Bertelsmann Media WW and BMW).

. Played key role in the development of new strategies, creation and

coordination to capture new international membership -concentrating

primarily in Latin America-. Memberships increased steadily at a 6 %

per year.

. Created and executed strategic and tactical marketing program to

increase International members attendance to the DMA's seminars and

courses. Once implemented, international participation increased 15%

within the first year.

. Improved overall departmental productivity by at least 40%.

Reorganized project scheduling and budgeting and implemented project

tracking and production system.

OTHER EMPLOYMENT

. DRAFT DIRECT WORLDWIDE - CARACAS, VENEZUELA. Account Manager.

. TERRANOVE (TIME SHARING HILTON AFFILIATED) - MEXICO & COLOMBIA.

Regional Customer Service Manager.

. TELCEL (BellSouth Venezuela) - CARACAS, VENEZUELA. Customer Service

Manager.

EDUCATION

UNIVERSIDAD DE LOS ANDES- MERIDA, VENEZUELA

Bachelor of Business Administration. MBA, 1988

CAMBRIDGE UNIVERSITY - LONDON, ENGLAND

Certificate of Proficiency in English, 2002

INTERNATIONAL HOUSE, LONDON - ENGLAND

English Certificate, Grade 14th, Diploma (highest grade) with honors, 2003.



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