Customer Service Manager

Guy Taldone

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

Address: ** * ******* ******

City: Bensenville

State: IL

Zip: 60106

Country: USA

Phone: 847-***-****

Skill Level: Management

Salary Range: 50

Willing to Relocate

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

Guy A. Taldone

24 S Addison Street, Bensenville, IL 60106

847-***-**** - *********@********.***

Professional Summary

Performance-driven Customer Relationship Manager proficient in strategic business process planning and creating results. Skilled in creating innovated marketing plans, profitable sales, leading successful product launches in a financial and retail partnership.

Areas of Expertise

Creation and management of innovated marketing and business strategies

Execution of engagement programs

Tracking usage / retention across multiple channels: direct mail, e-mail, online, statement channel and call centers

Rewards migration and consolidation

Direct mail acquisitions including new co-brand partner launches

Loyalty marketing

Integrated marketing

Account management and maintenance

Facilitation, training and public speaking

LMS System Administration

Complex problem-solving

Process improvement

Microsoft Office Suite 2003 2010

Professional Experience

AVP Marketing Account Executive Home Warranty and Specialty The Warranty Group (TWG) 2011 - Present

Manage the day-to-day client interface on TWGs behalf as well as the internal expert for their programs. Managing eleven (11) key accounts ranging from $1MM to over $95M in annual revenues

Managing contact between all departments for all assigned clients

Manage implementation, critical dates and tasks for each client, including but not limited to examining profit share reports payments (if applicable), cession reporting, agreement renewals, non-renewals, expiration, administrative reserve fund releases and rate change provisions

Assist client(s) on new business opportunities, report analytics to improve product expansion / enhancement activities and strategic growth initiatives

Accountable for internal/external operations, customer service, regulatory and compliance, underwriting, contracts and amendments

AVP Client Relationship Manager - Merchant Cards HSBC 2008 2011

Managed the relationship of two large retail merchant partner relationships; totaling 1400 stores with 160B in annual sales.

Customer marketing experiences including management of all spend programs; activation, usage, and retention program management, customer communication and rewards program consolidation. Experience includes both Business Card and Consumer card as well as proprietary and co-branded products

Created and implemented sales curriculum, facilitation and client marketing materials in collaboration with clients store operations team

Identified new business opportunities, product expansion, product enhancements, strategic growth and retention

Developed solid relationships with Executives, Regional Managers, and Store Managers to implement growth strategies with proprietary credit cards

Accountable for internal/external operations, including field training of internal and external customer service

Developed card engagement programs resulting in a 30% increase of 30% for card acquisition/retention, resulting in shared revenue of $20MM

Manage new business including implementation, contract negotiations, EFT testing, reporting, consulting on areas of needed improvement, quarterly financial reporting, demographic analysis, identification of areas to streamline by creating efficient procedural guidelines

Information Technology Technical Relationship / Project Management HSBC 2006 2008

Responsible for managing the technical training relationship between Information Technology and all business unit partners; which included Corporate Learning and Development and outside vendor partners.

Managed special projects across the channels including all learning and development activities on the mortgage reset initiative, change management activities and chairing the Metrics that Matters community of practice.

Managed needs analysis and prioritization

Managed the implementation of certification training of Risk Based Project Management (methodology)

Changed a highly resistant organization into one that

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