Warren New Jersey *****
Phone 908-***-****
Cell 908-***-****
abmrw7@r.postjobfree.com
Bill Ioannou
EXPERIENCE
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
loyalty.
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.
2008.
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
efficiently.
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
goals.
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
distractions.
1998-1999
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.
EDUCATION
William Paterson University, Wayne, New Jersey
Bachelors of Science Degree, August 1996
Major: Marketing
Minor: Finance
Licenses:
Life and Health Producer