Customer Service Project Manager
Resume:
Kenneth V Amormino
Kentwood, MI
Education: University of Michigan, 1991, BBA in Business 3.45 GPA
Currently working on CIAC Strategic Leadership certification and Six
Sigma Lean Certification
Great Auk Wireless (December 08-January 10)
Enfield, CT.
Director of Operations:
Call Center: Project Manager for building 2 small call centers in Vermont
and Connecticut, Completing call center and customer service policies and
procedures for start up project of new call center, Developing and
implementation of new call metrics, Staffing and train center for Customer
Service and Technical Support agents, Writing of scripts and call flows for
agents, Reviews of agents and technicians.
Current Project: Build new call center in Indiana for Midwest expansions.
Marketing: Conduct demographic surveys to market our service throughout
portions of New England, Work with Radio, Television, and other
conventional forms of advertising, Write scripts for ads, Perform CSat
Surveys, Attend forum and conferences, POC for Community Champions and
other local charity events, Write press releases.
Other Duties: Developing strategies and timelines for Vermont Quality
Council Awards, SBANE Rising star Award, and New England Technology Award,
Currently have application on file for "Best Place in Vermont to Work"
Award, Train current management staff on Time Management skills, Report to
CEO and Chairman weekly of current projects and other financial data.
Currently the Voice and Face of GAW
Call Center Consulting Inc: (Self Employed) Oct 2004 -Dec 2008
Contracted Projects:
JP Morgan Chase: Lake Mary, Florida Oct 2004-Feb 2006
16 month project training 3500Call Center Representatives the sales process
of Service to Sales, Headed project of conversion of Service Center to
Sales Center.
AT&T: Columbus, OH April 2006 - Feb 2007
Nine Month Project training up selling techniques to new trainees in the
Midwest AT&T Region
AT&T: San Antonio, TX Feb 2007 - Nov 2007
Nine Month Project training up selling techniques to new trainees in the
Midwest AT&T Region
Midway USA: Columbia, MO Feb 2008 - Oct 2008
Completed project to standardize the contact center for ISO 9000
certification, Prepared for National Baldridge Award for quality for
completion in 2009, Prepared and won the Missouri Quality Award, Put
measures into place to increase the call center size to 120 seats by EOY
2009, Wrote all new call flows and KPI's, Oversee new training initiatives
to increase sales and customer service levels, Daily monitoring of cost per
call and revenue per call, Directly reported to Vice President of
operations and meetings daily with owner to discuss key measures and
timeline for completion of special projects, Daily work on Company CIP list
and charters for future completion of long term goals and projection of
ROI.
AT&T/SBC/Ameritech/Michigan Bell 1999-2004
Indianapolis, IN (consumer sales division) CSR/Line Manager
Wyoming, MI (industry markets division) Senior Manager
Senior Call Center Manager:
Operated and managed a Call Center of 280+ seat which included supervising
5 Customer Service Managers each supervising 17-24 Representatives taking
incoming calls from customers regarding billing information, Recommending
services and products to satisfy needs and one team of outbound Winback
agents. Taking new and transfer orders, Received Vice Presidents Award for
sales in 2000 and 2001, Received several awards for customer satisfaction,
Top 5 revenue grosser for 1999, 2000, 2001, and 2002, Liaison for
management and union employees, Escalation P.O.C. of Directory listings for
SBC 13 state region, M & P for Directory and DSL sales for AIT 5 state
region, Performed backup duties for GM during absences. GM and VP were
located off site. Perform weekly teleconferences with senior management
team for updates.
Xerox Corporation 1997-1999
Indianapolis, IN
Senior Account Support and Sales Manager:
Managed 16 accounts throughout Central Indiana for account services,
Scheduled and accounted for 58 representatives at the accounts, Performed P
& L statement for all accounts, Sold new equipment and services to existing
accounts, Received top grossing account for Central Indiana for 1998.
Cherry Central Cooperative 1994-1997
Traverse City, MI
Project Manager:
Revamped Accounts Receivable department and recovered over $500,000 in bad
debt, Initiated new sales strategies to help improve the paperwork flow and
increase overall revenues for cooperative members, Liaison between members
and customers, Prepared and presented presentations to members, staff and
associates on new formats
Staples Inc 1991-1994
New Jersey and Michigan
Sales Manager/Store Set-up Manager:
Open 16 stores in the Michigan and New Jersey markets, Hired and trained
new sales and customer service associates, Performed P & L reviews for
region and district directors, Performed marketing analysis for new
locations, Handled all performance reviews for associates, Canvassed
surrounding businesses to increase store and catalog sales
U.S. Army 1983-1988 Military Police K-9
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