Customer Service Sales

Matthew Lewittes

**** *********** **

Boca Raton, Florida 33434

Phone: 954-***-****

Email: ****************@*****.***

PROFESSIONAL SUMMARY

A dedicated, hardworking senior level call center manager with a proven record of accomplishment

with over 16 years in staff scheduling, staff augmentation, inventory control, regulatory compliance,

sales, customer service, collections, A/R, and sales across various industries including banking,

insurance, healthcare and telecommunications. Able to solve problems quickly and maximize

resources to maintain smooth processes, ensuring the continuous growth of an organization.

Experience in overseeing concurrent projects, developing detailed plans and delegating tasks to

achieve goals in a timely manner. Work closely with clients to secure satisfaction and repeat

business, contributing to the prosperity and longevity of an enterprise. Possess strong team

leadership, motivational, and coaching skills. Technically astute with experience in telephony

systems technology. Maintain a consultative coaching style and extensive interviewing and hiring

experience. Establish performance goals to meet efficiency levels, sales targets, and quality

assurance standards.

CORE COMPETENCIES:

• Building a team that effectively supports client programs, products and services.

• Driving the development of superior collections, customer service, and sales performance.

• Leading workflow distribution and floor management to ensure service levels are satisfied.

• Hiring, training/developing, motivating, coaching, evaluating and retaining qualified staff.

• Maintaining service, talk/wrap time, data, and both client and consumer satisfaction levels.

• Reducing outstanding A/R delinquency

• Deep knowledge of customer acquisition/retention programs

TECHNICAL SKILLS

Microsoft Operating Systems, Microsoft Office (Microsoft Access, Word, and Excel, Outlook and

Word), Word Perfect, CRM’s including but not limited to ACT, AS400, DAVOX, FDR, Noble Direct,

ACP, Carevoyant, CTI, Cisco, Coalesce, Infortel, Nice, Webview, Skip tracing, Accurint, Lotus, Oracle,

Direct HME, Peachtree, Quickbooks, Business Objects, OMNI, OMNI Direct, and Dialer Operations

EDUCATION

Florida State University, Tallahassee, FL

Bachelors Degree in progress, Business Management

PROFESSIONAL HISTORY

1

AOM Healthcare Solutions (Owens & Minor), Pompano Beach, FL 06/06 -Current

Manager, Ancillary Reimbursement

• Manage three divisions in the reimbursement department; order entry, cash posting, &

collections/customer service. Totaling 4 supervisors, 8 team leads, 1 floater & 86 agents

• Direct call center operations as a liaison between clients, supervisors, and call center

employees.

• Improved total slow file from 56% to 39% within the first 2 months of employment.

• Refurbished collection strategies by retraining original staff and consumer paying habits.

• Managed branch audit compliance to prepare for state auditor and regional supervisor;

offering organizational skills, which concluded with no adverse findings.

• Managed weekly, monthly and quarterly trending revenue, forecasting projected revenue.

• Improved quality scores for my team by 20% within the first quarter and kept teams

averages above 95% thereafter.

• Improved customer satisfaction scores for teams by 10%.

• Developed an awards/incentive program for team members meeting and exceeding goals.

• Administered performance management by diagnosing improvement opportunities,

providing effective feedback, coaching, training, professional development, and corrective

action plans.

• Performed quality checks, developed and reviewed performance reports, identified areas to

improve, and implemented measures to improve performance levels and meet objectives.

• Developed a cross training program that decreased the departments contract labor by 8

agents.

• Conducted group-training sessions on financial products and services.

• Developed and facilitated training materials to assist with implementation of current and

new systems.

• Developed sales techniques of each collection/customer service representative to drive

revenue growth.

• Coordinate the interviewing, hiring and training of over 86 collection/customer service

representatives.

• Monitored interaction between staff and callers to ensure quality assurance standards.

• Statement generation for all delinquent A/R

• Reviewed call center statistics to measure staff performance and the need for improvement.

Consumer Info Bureau, Pompano Beach, FL 12/99-04/01 and 05/02-

11/05

General Manager

• Created and executed profitable marketing plans that led to an increase in annual revenue

over 25% incrementally for the first year, and an addition 10-14% increase for the following

two years.

• Identified and made recommendation for process improvements.

• Oversaw the implementation of organizational policies and procedures

2

• Monitored the performance of personnel to ensure a productive work environment

including performing Monthly One on One's to ensure that team members were on track

with their statistics and their development plans.

• Managed the HR function in the areas of staffing, training, and corrective action.

• Motivated employees to achieve personal goals and to consistently meet expected sales

quotas.

• Built a teamwork environment that encouraged hard work and collaboration.

• Ensured workflow efficiencies, customer service/sales excellence, and quality assurance.

• Direct reports at home location was between 3-5 managers and 75-100 representatives

• Conducted national training seminars for segmented subsidiary divisions, facilitated sales

seminars for local sales division, and lead the training program for all in house programs

and I.T.

• Headed launch of E-Commerce division that lead to R.O.I. profit after two quarters of over

1.5million

Applied Card Systems/CCB, Boca Raton, FL 05/01- 05/02

Collections Manager (Night Shift)

• Successfully managed a staff of up to 80 collectors.

• Directly responsible for teams in charge of collecting on past due accounts from 30-150 days

delinquent.

• Co-Managed portfolio segmentation for POTCO accounts.

• Prevented impending loss and increased profitability through negotiation and enforcement

of scheduled collection campaigns, consistently achieving 70% recovery rate of billing cycle.

• Developed and administered credit and collections programs.

• Ensured that the assigned portfolio segments were being collected by the standards set forth

by ACS/CCB, regulated by the FDCPA.

• Managed the day-to-day activities of the collections teams.

• Formulated collection policies and procedures and monitored implementation of the same.

• Motivated and trained subordinates

• Evaluated and appraised performance of team members and provide counseling

• Prepared monthly target statistics and prepared team reports for Senior Management

• Personal teams ranked within top 15% of all site divisions for assigned portfolio

segmentation.

3

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