Customer Service Sales

Peter M. Carbone

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

Revere, Massachusetts 02151

Home: 781-***-**** E-Mail:*********@*******.***

Re: Project Management Responsibilities at Pegasus Communication

Call Center Operational Management responsibilities at Pegasus Satellite

Communication, once the largest supplier of Direct Television to rural

America, were all-inclusive and fast paced. Major areas of responsibility

were Customer Service, H.R., Quality Assurance, Re-organized training and

hiring process, Project Management. As a growing business, and directly in

contact with customers, we wanted to be able to inform other functional

groups and learn from them. We, as a company, wanted to be able to change

quickly and meet any issues that came our way.

I personally was either involved or directly responsible for major

projects. Such as a major re-design of the front line tool the CSR's

worked with, our Customers Count initiative which was company wide,

developing a Quick Response Team to not only help solve difficult issues

with customers but also identify and retain at risk customers. We also had

several short term projects that lasted from a week to a couple of months

that involved customer surveying. We accomplished this by having Teams

already in place and ready to go. These teams were made up of people who

were nominated by department Managers.

Most projects were a group effort attended by several departments including

Marketing, Customer Service Director, Workforce, IT, IS, Fulfillment,

Finance, Team Managers. Many issues came from these meetings, along with

personal input and Focus Groups that I facilitated once a week, beta

testing customers and upper management.

We accumulated all the information, with controls such as constant

monitoring and beta testing, organized it and usually presented the

detailed data and results to the Director of Customer Service and then to

upper management. If and when the project was Green Lighted I would

present the new program to all Managers who in turn would present the

information to front line people.

All projects that I have been involved in have been completed and accepted

100% of the time.

Thank you very much.

Peter M. Carbone

Peter M. Carbone

90 Arlington Avenue

Revere, Massachusetts 02151

Home: 781-***-**** E-Mail: *********@*******.***

Objective: To use my managerial Skills, Energy and Experience to

increase productivity and sales by creating a positive

internal employee enthusiasm and morale, which translates to an

overall positive company culture and customer satisfaction.

Qualifications:

-Operations management.

-25 Years of management experience.

-7 Years of call center and management experience supervising large

groups.

-Over 10 years of sales and sales management experience.

-Exceeded sales goals in all positions.

-Product knowledge and sales in banking, loans, retirement insurance,

and

communications.

-Created incentives, capabilities, structure and process for higher

sales productivity of teams at FleetBoston, Pegasus, Loewen.

-Attained sales goals every quarter while at Pegasus, FleetBoston and

Loewen.

-Coached, trained, motivated team managers.

-First- hand knowledge of programming, personnel, payroll, policies,

product in communications and Customer Service.

-Project Management

Experience:

Wingate at Andover August

2004- July 2009

Assist the Director of Environmental Services.

Awarded the Employee of Distinction for our facility in 2005. Responsible

for Detailed records of local, state and Federal compliance regulations.

Assist in overseeing facilities management of large healthcare facility.

Massachusetts General Hospital Summer of 2004

Volunteer in men's health study in conjunction with Harvard University.

Pegasus Satellite Communication August 2000 - 5/2004, Business

Cutback

Call Center Operations Manager, Pegasus Satellite Communications.

Massachusetts.

Call Center (Customer Service) Operations manager, Project Management.

Led team through extremely fast growth and change for satellite programming

company. Highlights include Working with IS and IT to simplify and

increase productivity of CSR's by helping to build user friendly based

operational tools, and increasing customer satisfaction, coaching,

training, motivating team managers, helping managers to attain agreed-upon

goals and sales, budgeting, payroll, personally attaining goals, either

partial or entire every month while at Pegasus. I wrote an Agent

Development Plan used as model for all team Leads at Pegasus, instituted

motivational weekly contests, formed a steering committee and the follow

through to implimitation for new quality scripting and quality re-

organization, hired and interviewed for employment or termination, coached,

and coordinated Marlboro monthly SOAR Award.

Team retention over eleven months was fifty percent in first full year at

Pegasus. As the Operation Manger, emphasis on agent support, training,

morale, sales and communication with over 200 employees reduced yearly

attrition from 300% to below 25% within 8 months. I also served on

several focus groups including employee retention, CSR Scripting, and

fraud, and worked as the Marlborough Customer Loyalty Group team lead

liaison between other national centers for Pegasus.

FleetBoston Financial March 1998 - August 2000

Customer Service Manager:

Directly responsible for a call center team of 15-20 people in

extremely fast paced and fluid environment for the (at that time)

eighth largest financial institution in the country. Responsibilities

include supporting my team to attain standards (compliance, productivity,

attendance, sales resolutions, etc.) through coaching, information,

rapport, team building, sales targets, contests and in-house sprints.

Duties also include interviewing for hiring, payroll, supervisor for up to

65 employees, co-ordination of schedules with operations, termination,

etc. Special projects include motivational speaking to reduce conflict,

the co-coordinator of Fleet Credit Card Assist Group, developed the New

Hire Assist Manual, telesales liaison, developing monthly sprints and

contests for higher team productivity.

Sales Representative:

Responsibilities include telephone sales of bank, loan and retirement

products.

Promoted to customer service manager after one year.

Loewen Group October 1995 - February 1998

Area Sales Manager:

Responsibilities included:

Operations management, licensed in life and health insurance, area sales

managing

Training, morale and motivation of managers,

Development and recruitment of staff in seven area locations across

Southern New England . Sales attaining Diamond Club, (exceeding

$1,000,000.00 in sales). This position required total knowledge and

expertise of new business development, budgeting, marketing, and

advertising.

Area Sales Representative:

Responsibilities included sales of insurance related products; attaining

Gold Club ($750,000.00 in Sales)

Within one year was promoted to area sales manager.

Licensed Funeral Director 1973-1992

Full responsibilities of caring for needs of families and deceased family

members. Duties also included co-ordination of many arrangements in

concert with local and state regulations, public health protection and

enforcement of state, local and regional regulations.

Education:

University of Rhode Island- B.S., Business Marketing, Graduated 1987.

Other Training:

Professional selling skills

Excel training

Needs-based sales

IRA training

Customer service seminar

Team building seminar

Team coaching seminar

Personal and sexual harassment training seminar

Coaching for feedback and anger management

Conflict resolution

Candidate state representative-1992

Project management

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