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Customer Service Manager

7059, United States
May 24, 2010

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* ******** ****

Warren New Jersey *****

Phone 908-***-****

Cell 908-***-****

Bill Ioannou



Horizon Blue Cross Blue Shield, Newark, New Jersey

Manager Call Center

o Innovative professional with 12+ years of call center management

experience and the skills to drive business growth, capitalize on new

revenue potential, and manage all aspects of daily business operations.

o Exceptional leadership, organizational, oral/written communication,

interpersonal, analytical, and problem resolution skills, strong metrics

driven individual.

o Planned, developed and launched a sales department targeting decision

making executives. Developed credibility and trust, thereby growing brand


o Restructured entire call center for company. Worked with CEO, managers

and members of the marketing, advertising and sales department to

streamline operations and information reporting process.


Associated Life Brokerage, Warren, New Jersey

Manager Call Center

o Nine years call center management experience, including as manager,

senior manager, and director and financial software development.

Contacted existing clients to present new updated product information on

a weekly basis.

o Created the entire call center from the ground level hired staff and

integrated all the office software needed to run the office


o This involved the development of strategic plans, budgets and managing

large and small teams of multiple disciplines. Four of the years were

within a 100 seat call center organization having five sites with a

monthly call volume of 5k inbound 1k outbound.

o Five years senior manager experience directing the activities of a staff

of twelve agents.

o Supported order processing and reviewed/approved order confirmations,

wrote clearances/orders and followed up with clients via the telephone.

o Frequently researched balance disputes using superior client-

communication skills.

o Five years experience directing the activities of a 24 X 7 call center

and customer service organization serving 10,000 clients nationwide

o Conducted training classes for customer service representatives to

provide guidance in order to improve their performance and improve

their analytical skills to handle various difficult situations.

1999- 2003

Fred Alger Management, Jersey City, New Jersey

Account Executive/Manager Call Center

1 Responsible for handling customers mutual fund accounts in a call

center as well as handling complex issues with high

net worth clients.

o Recommended various types of Separately Managed Accounts as well as

Wrap Account products and services based upon the clients financial


o Tracked and maintained call log information spreadsheet which was

reviewed on a weekly basis to determine call volume, dropped calls,

customer complaints, and sales.

o Evaluating and analyzing stocks, bonds, options and mutual funds as well

as approving prospective clients.

o Worked with Margin Department focusing on delinquent customer accounts.

o Effectively lead team in a positive atmosphere which ensured that

productivity and quotas were exceeded.

o Trained customer service representatives using skills acquired during

training with the American Management Association's-Time Management

program seminars which shows best practices for prioritizing tasks,

overcoming procrastination, and improving dealing with constant



Waterhouse Securities, Jersey City, New Jersey

Account Executive Call Center

o Handled Long/Short term planning, retirement planning, 401(k) planning

while working at a call center with 45 representatives

o Developed and implemented seminars regarding pension plans

o Two years senior manager experience directing the activities of a staff

of 125 agents.

o Performed daily analysis for clients and other partnered firms to

determine and improve on the functionality of the order taking process

within the call center.


William Paterson University, Wayne, New Jersey

Bachelors of Science Degree, August 1996

Major: Marketing

Minor: Finance


Life and Health Producer

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