Customer Service Manager

MICHAEL W MOSKERINTZ

PROFESSIONAL SUMMARY

Senior operations and customer relations manager with domestic and international

experience in the railroad, commercial credit, and insurance industries. Certified Six

Sigma Black Belt who successfully led projects which saved millions of dollars and

streamlined workflows using root cause analysis. Proven ability to establish customer

relationships that lead to increased business. Experienced manager with talent for

employee development.

PROFESSIONAL EXPERIENCE

GE MONEY FINANCIAL SERVICES, Merriam, KS 2004 – 2009

Operations Manager

Led team of 15 account specialists who answered incoming customer service questions

and managed delinquency on commercial accounts. Ensured commercial services

consistently met expense plan, delinquency goals and call quality goals Communicated

scorecards to team monthly to drive continuous improvement

• Managed conversion of 150K commercial accounts in Lowe’s

commercial credit portfolio from service by Lowe’s to GE Money

• Developed interactive voice response system scripting that reduced

incoming call volume by 27%

• Led LEAN Six Sigma project that realigned job assignments within the

commercial department and reduced headcount by 16 for cost savings of

$800K

• Maintained customer satisfaction level of over 95% and a first call

resolution level of over 93% in 2007 and 2008

GE TRANSPORTATION GLOBAL SIGNALING, Grain Valley, MO 2002 - 2004

Customer Advocate Black Belt

Worked as an advocate for external customers inside GE leading six sigma projects for

specific needs of external customers. Translated customer requirements with internal

engineering group to solve product issues and resolve design product improvements.

Responsible for customers in Canada, Mexico, Brazil, UK, Australia and Germany

• Led Six Sigma project that reduced sourcing expedites by 55% by

developing reliable lead times for products

• Participated in Master Black Belt led project that increased on time

performance to end customers by 21% by the end of 2002

• Translated customer requirements within internal engineering group to

solve product issues and design product improvements

• Worked with customers in Canada, Mexico, Brazil, UK, Australia,

Germany and China

GE CARD SERVICES, Merriam, KS 1999 - 2002

Customer Service Manager

Led a team of 15 customer service representatives providing customer service to Home

Depot’s consumer credit portfolio

• Achieved 2000 Summit Award for concurrently leading a customer

service team and a team of 12 escalated call specialists.

• Developed and mentored a number of associates, helping them

achieve positions with greater responsibility inside GE

• Helped train and develop customer service managers from India who

led teams that provided support for customers during evening hours

NATIONWIDE HEALTH PLANS, Dublin, OH 1996 - 1999

Administrative Manager

Led a team of 12 billing specialists who maintained monthly premium billings to Ohio

Farm Bureau individual health insurance plans. Worked with managed care plans,

health claims processing and pre-certification processes

EDUCATION

Ohio State University, Columbus Ohio

Bachelor of Science- Business Administration

Major in Marketing

Black Belt designation earned April 2004

Completed 6 of 10 courses in LOMA FLMI program

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