Customer Service Manager

JAY FORST

*** **** ****** . ***********, ************* 02129 . 617-***-**** . (857)

***-****

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

( AREA OPERATIONS MANAGER (

Strategic leader in major telecommunications enterprise, forging and

driving initiatives for exceptional team engagement, profits, and savings.

. Demonstrate expertise in business development, operations direction,

process improvement, system management, program and project management,

account management, quality assurance, fiscal oversight, and customer

satisfaction.

. Optimize relationships with company's largest customers generating annual

revenue of $2.5B.

. Secure and maximize key business relationships and strategic

partnerships.

. Orchestrate internal and external entities to achievement of corporate

mission.

. Build, train, and motivate cohesive, high-impact teams.

. Advance concurrent projects in time-sensitive, challenging settings.

. Identify and seize opportunities to boost personal value to organization.

. Experienced with a 24/7 workforce

. Experienced in project management for provisioning of voice, data or

multimedia services for departmental moves, add or change requests.

Coordinate pre-move testing of voice and data stations.

. Experienced with POT's service up to T3 technology.

Territory Leadership . Strategic Planning . Business Development . Field

Management . World-Class Operations

Revenue Generation & Savings . Asset Management . Budget Control .

Inventory Control . Procurement . Analysis

Needs Assessments . Resource Allocations . Goal Setting . Performance

Management . Remote Management

Workforce Optimization . Policy Enforcement . Benchmarking . Client

Retention . Technical Initiatives Call Center Operations .

Communications . Union Negotiations . Work force/Management Scheduling .

Consensus Building . Decision Making

( Professional Experience (

VERIZON, Boston, Massachusetts . 1996 - August 2009

Provider of broadband and telecommunications products and services with

annual revenue of $93.7B.

Operations Manager (2007 - 2009)

Achieve and surpass monthly and annual service objectives through

leadership of as many as 40 Technicians tasked with installation and repair

of commercial and residential phone services. Draft and enforce stringent

schedules, and monitor, motivate, and evaluate workforce. Participate in

control of annual budget of $3.5M. Optimize relationships with major

accounts to include company's largest customers generating annual revenue

of $2.5B.

. Catapulted daily productivity by 33%.

. Reduced overtime by 25%.

. Eliminated need for double dispatching by 20%.

. Earned continuous verbal and written recognition from company's major

business customers and Service Managers for provision of expeditious, top-

quality service

Call Center Manager (2002 - 2006)

Drove daily operations of a high-volume call center to achievement of

superior productivity, customer service, and revenue generation. Trained

new and existing staff and recorded statistics, metrics, and performance

levels pertaining to center activity.

. Identified and implemented new process for incoming call receipt and

answering, resulting in reduced time-per-call and minimized costs.

. Revised ACD script for incoming call routing, catapulting call-answering

efficiency from 60% to 85%.

. Lowered mean time to repair from 4 to 3 hours, resulting in increased

customer satisfaction.

. Reduced overtime by 20%.

ACE HARDWARE, Deer Park, New York (1988 - 1996)

Operates primarily as a wholesaler of hardware and related products.

Assistant Manager (1990 - 1996)

An Experienced and Proven Leader in a retail and wholesale organization.

Drove daily operations of a high volume retail outlet with superior product

and customer service. Trained new and existing staff on daily operations.

. Identified and implemented new computerized inventory tracking

. Reduced weekly wholesale orders by 10%

. Increased store traffic by 15%

. Increased sales year over year

Note: Additional positions include Field Technician with Verizon; and

Material Specialist with Roadway Express.

( Education (

M.S., Management (anticipated date of graduation: May 2010)

Emmanuel College, Boston, Massachusetts

B.B.A., Finance

Dowling College, Oakdale, New York

A.B.A., Accounting

Briarcliff College, Patchogue, New York

( Certification (

Electrical Engineering, Grumman Data Systems Institute

( Technical Skills (

Microsoft Office

Contact this candidate