Customer Service Sales

J oseph Pickett

** **** **** ****, ******** Top, Pa 18707

Home 570-***-**** * Mobile 570-***-**** * ***********@***.***

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Summa ry of Qualifications

Accomplished executive across multiple business models experienced in operations, customer service and call centers

i nvolving both start up and growth organizations. Results driven leader with demonstrated success building/leading

h igh performance organizations marked by top line revenue generation, operational improvements to drive

p roductivity and reduce costs, promoting collaboration and teamwork to ensure the highest level of employee

engagement and workplace satisfaction.

Core Competencies

• Aligning operational strategies to strategic plans

• Revenue planning and generation

• Optimizing operational performance through process and data analysis

• Vendor management

• Aligning drivers of customer satisfaction and operating expense

• Leading start up and growth organizations

• Driving execution and accountability for results

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P rofessional Experience

Network Solutions, L LC, He rndon, VA 2002 – Feb.

2010

Vice P resident Customer Service

Network Solutions is a leading provider of online solutions helping small businesses succeed, offering web hosting, e-

commerce, online marketing, e-mail and domain name registration.

• Provide leadership for 330 seat blended service organization with full responsibility for $40MM+ annual top

l ine revenue generation and expense goals, operating efficiency, meeting and improving KPI’s through business

p rocess improvement, serving a customer base of 7 million domains and over 2 million contacts annually.

• Led all start up and growth activities providing direct management for six senior managers including

operations, training, quality, inside sales and work force management, supporting voice, fax, e-mail or online

service needs.

• Established sales-service operating model resulting in 28% growth in top line bookings establishing customer

service as a profit center contributing 14% of company’s top line bookings while reducing operating expense by

20%.

• Developed peak performance culture through employee involvement and continuous improvement resulting in 4

consecutive J.D. Power and Associates Call Center Certifications (2006-2009), Best Places to Work in PA - #5

r anking 2008 and #6 ranking in 2009, 3 t imes a finalist for Best Customer Service Organization for the

A merican Business Awards (2006-2008) and highest employee satisfaction results in the company (2007-2008).

• Pioneered Work From Home (telework) program reducing staffing shrinkage by 65% (compared to 2 year

average); program was accepted as a best practice and used company wide.

• Responsible for outsource partner’s operational performance and efficiency driving sales performance

i mprovement by 33% (measured as bookings/call) and reduced expenses by 10% (2007-2009).

• Drove high levels of customer satisfaction through an aggressive quality assurance program with J.D. Power

customer satisfaction results consistently exceeding other certified centers for customer service representative

courtesy, knowledge, concern for customer, usefulness of information and scored 9.14 on a 10 scale for overall

service provided.

• Led monthly metrics performance review to various executive leaders covering sales performance, service

standards, operating efficiency, call forecast accuracy.

• Drove product/process improvements, operating efficiency and customer satisfaction by providing continuous

i mprovement feedback to product marketing and engineering.

• Provided mentoring and business guidance to managers, supervisors and support staff to ensure continuous

t alent development for succession planning.

Corporate Express Call Center Services (CECCS), Wilkes-Ba r re, PA 1998 –

2002

Di rector of Call Center Operations (2000 – 2002, The Order People, Division of United Stationers, I nc.)

CECCS was a provider of outsourced inbound/outbound customer service for a broad spectrum of clients.

• Site leader for start-up operation providing customer service for clients (12) in financial services, hospitality,

consumer goods, catalog with a focus on enhancing clients’ business through revenue generation via order

entry, cross-selling/up-selling, customer service and call forecasting expertise.

• Played a key role in new client acquisition by collaborating with business development on RFP responses,

establishing implementation plans and leading site visits for all prospects. Marquee clients include Coach

Leather, Metropolitan Museum of Art, Six Flags, Frederick’s of Hollywood, Crate and Barrel and Sparklett’s

Water.

• Successfully ramped up the business by hiring 300 employees in 90 days to ensure a large catalog client had a

f ully staffed and t rained workforce in support of their critical Q4 revenue production cycle.

• Ensured clients’ service and sales standards were consistently achieved and acted as senior site point of contact

for escalated business issues teams performed at peak operating efficiency resulting in four clients ceasing

t heir internal customer service operations in favor of complete outsourcing with our center.

• Guided overall workforce management efforts to ensure the optimum level of skills based t raining was

employed to meet clients’ KPI’s balanced with the phone representative’s ability to maintain expertise across

m ultiple accounts.

PNC Bank, Pi ttsburgh, PA 1994 – 1998

V ice P resident, National Financial Services Center (NFSC)

PNC Retail Banking is amongst the largest providers of deposit, lending, cash management and investment services to

consumers and small businesses.

• Business Segment Manager for telebanking function providing sales and service support to 2.2 million

households in the Pennsylvania and New Jersey markets; annual volume 6.8 million calls. Total staff 400+

w ith 4 officer level direct reports and 28 team leaders. Responsible for sales, service and quality objectives

w ith a focus on delivering customer satisfaction, improving sales processes, maintaining positive relations

between NFSC and the branch banking system, employee relations and sales incentive effectiveness.

• Dramatically improved efficiency across hundreds of customer service representatives resulting in a 39% call

handling increase and a 32% unavailable time reduction.

• Drove an aggressive sales culture resulting in 12 consecutive months as top sales performance unit in the

N FSC averaging $17.8 million consumer loan bookings monthly and 800 new credit cards annually.

• Ensured efficiency and sales were always balanced with quality by attaining an 84% excellent overall customer

satisfaction rating for teams managed.

• Headed implementation of Response Design Corporation’s (RDC) Quantum Quality process structured

employee level Personal Growth Plans, enhanced quality assurance processes, led call calibrations for entire

N FSC.

• Created “The Bridge” concept to partner with the branch banking network to work towards common goals

resulting in improved organizational relations and customer experience.

Fi rst Eastern Bank, N.A., Wilkes-Bar re, PA 1984 -

1994

Vice P resident, Retail Support Group 1993 –

1994

• Named to manage newly-formed staff department charged with supporting branch network sales and service

activities. Responsible for five officer level department heads; total staff of 40. Areas managed included

telebanking, branch operations, deposit products, ATMs, and Community Reinvestment Act (CRA) activities.

• Consolidated and restructured branch operations department resulting in a 21% staff reduction, formed new

management team, revitalized staff morale and responsiveness to branch network needs.

• Chaired task force responsible for consolidating nine branch offices; coordinated sale of retail banking branch.

• Responsible for analyzing and resolving customer service and procedural issues between the branch network,

b ranch operations and central bank operations.

Assistant Vice P resident, Ma rketing Depa rtment 1988 –

1993

• Re-engineered call center resulting in 92% reduction in abandoned phone calls, 125% increase in call

answering speed and 32% overtime pay decrease.

• Established database to trend and resolve community bank service deficiencies.

• Created low-cost, high-impact direct marketing efforts: *Loan-By-Mail concept; 15% increase in personal loan

volume. *Equity Credit Line project; 38% increase in accounts – 42% increase in outstandings. *Maturing

loan solicitations; $400,000 annual reduction in loan runoff.

Assistant Cashier, Ma rketing Depa rtment and Community Banking 1984 –

1987

• Administered Merchant Credit Card Program; developed promotional activities to support branch openings

and ATM installations.

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Education

Masters, Business Administration, 1989 – Wilkes University, Wilkes-Ba r re, PA

Bachelor of Science, Business Administration, 1984 – Wilkes University, Wilkes-Ba r re, PA

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P rofessional T raining

• Cohen-Brown Sales Leadership

• Mastering Performance Management

• Needs Focused Leadership

• Customer Retention

• Direct Response Marketing

• Strategic Interaction Skills

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Memberships/Affiliations

• Crestwood Basketball Booster Club

• Crestwood Football Booster Club

• St. Mary’s Church of the Immaculate Conception Family Life Commission/Annual Bazaar

Committee/Volunteer

• Panel of Distinguished Judges - American Business Awards (2008)

• Greater Wilkes-Barre Chamber of Commerce Board (1998-2001)

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