Customer Service Quality Assurance

Dan Leciejewski

**** ***** ********* ***** 315-***-****

Cane Ridge, TN 37013

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

OPERATIONS MANAGEMENT CUSTOMER SERVICE HUMAN RESOURCES

. Energetic, reliable and adaptable professional with a solid

understanding of business operations, customer service and human

resources.

. Proven abilities in creatively identifying methods for improving staff

productivity and organizational behavior.

. Results-oriented professional with excellent interpersonal and

communication skills.

. Record of building positive and effective relationships with all

professional levels and diverse cultures.

. Accurately perform challenging tasks with precision and attention to

detail.

. Excel at organizing and establishing new procedures and

troubleshooting adverse situations with positive results.

CORE MANAGEMENT QUALIFICATIONS

Operations Management Team Building Quality Assurance

Client Services Sales Management Profit and Loss

Territorial Development Problem Resolution

Recruitment/Training

ACCOMPLISHMENTS & RECOGNITIONS

. Chairman's Citation for improving time service (2006)

. Improved customer relation scores by 50% by utilizing team building

and mentoring skills (Examone)

. Implemented a centralized scheduling program that reduced the daily

call volume 25%, decreased time service by 3 days and improved office

morale 100% (Examone)

. Chairman's Trophy for Operation Excellence (1995)

. Wrote/Co-authored articles published in newspaper and industry trade

magazines (1992-1998)

. Quarterly and annual bonuses for customer service performance and

production (1995-2009)

CAREER SUMMARY

Area Manager 2005-2009

Examone (A Subsidiary of Quest Diagnostics) Fairfax, VA

Successfully managed $1,000,000 branch office providing the insurance

industry with health-related information for underwriting Long Term Care,

Health, Disability and Life Insurance policies.

> Directed daily operations of 50 employees and independent contractors.

> Created a team environment, nurturing individual strengths/weaknesses

and cross training employees which resulted in an improvement in level

of customer service.

> Instituted mandatory centralized scheduling program for all examiners,

enabling the branch to decrease call volume, decrease service time and

improve morale.

> During first three months of tenure, retained largest client by

building personal positive relationship with sales managers and

agents. Received Chairman's Citation award for customer service

excellence.

> Implemented higher standard of quality examinations through

recruiting, hiring, training, job accountability and recognition of

individual performance which decreased error rate by 20%.

> Monitored staff through a series of company changes from manual data

entry program to an automated systems program to standardize strategic

functions.

> Chosen by corporate office to revitalize poor performances of several

branch offices, significantly raising their deficient client service

standards.

> Served as "direct point of contact" for underwriters and agents for

issue resolution.

> Trained and certified over 30 technicians on DOT-approved Breath

Alcohol Testing machines increasing the region's outsource production.

DISTRICT MANAGER. 1985-2005

Portamedic (A Division of Hooper Holmes, Inc.) Syracuse, NY

Over 20 years of management experience with proven ability to direct all

aspects of a multi-unit operation.

> Directed 5 branch offices producing $5,000,000 in revenue with a staff

of 200 employees and independent contractors.

> Awarded Chairman's Trophy for history of improving profitability and

problem solving leadership skills.

> Prepared annual budgets to align with company's objective for future

growth.

> Reviewed and analyzed financial statements for accuracy and cost

effectiveness; provided daily production reports and processed

payroll.

> Created marketing strategy for increasing and maintaining market share

exceeding 40%.

> Developed local training handbook used as basis for company training

manual for over 200 branch offices.

> Designed Examiner of the Year program, used on national level to

promote quality assurance.

> Chosen to present team building seminars on Quality, Training and

Financial Analysis at national meetings.

EDUCATION, SEMINARS & CERTIFICATIONS

Bachelor of Business Administration

-Concentration in Personnel Management and Labor Relations

Cleveland State University Cleveland, OH

Certified, Level C Trainer

2006

Draeger Evidential Breath Testing Device

Workshops: Team Building, Quality Assurance, Stress Management, Building

Morale, Time Management and Professional Development

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