Customer Service Manager
Resume:
Robert Sess
Email: *********@********.***
Address: ***** ******* **
City: Cincinnati
State: OH
Zip: 45242
Country: USA
Phone: 513-***-****
Skill Level: Management
Salary Range: $65,000
Primary Skills/Experience:
See Resume
Educational Background:
See Resume
Job History / Details:
10512 Kenwood Rd
Cincinnati, Oh 45242
*********@********.***
Robert Sess
Objective To secure and excel at a management position within a reputable company, in which I can utilize my managerial knowledge and experience to provide first class operational success.
Experience 6/2008 - 8/2011 Construction Software Technologies, Blue Ash, Ohio
Market Reporting Manager
* Managed staff of 35 direct reports
* Managed operation processes, performance and work flows that resulted in a savings of $300,000 in plan/spec document acquisition
* Implemented a database management system that reduced headcount by 12 EFT
* Designed and implemented career growth program - improved employee satisfaction to 98%
2/2006 - 12/2007 Power Net Global Communications Fairfield, Ohio
CRM Manager
* Managed two Customer Service Call Centers, totaling 110 employees and 7 supervisors in a telecommunications environment (Fairfield, Ohio and Jamestown, NY)
* Managed the supervision of Tech Support, Customer Service, Trouble Shooting, Sales and Agent Support
* Analyzed staffing structure along with incoming call statistics/history that resulted in the closing of third shift and savings of 6 EFT - maintaining 99% customer service CTQs
* Assisted in the development and implementation of Customer Call Back that reduced the abandonment rate over 50%
2003- 2/2006 Spirit of America National Bank, Milford, Ohio
Collections Manager
* Improved the department's performance metrics: dollars collected per hour - 15.5% improvement; promises per hour - 9.25 improvement; promises kept per hour - 8.7% improvement
* Major contributor in consistently reducing bad debt write-off below department goal of 32%
* Redesigned the logic tree for delinquent account calling strategies resulting in an improved contact rate of 5% and improved dollars collected by over 10%
* Major contributor in the Catherine's Conversion project and became the Collection Manager over this new Portfolio
Collections Supervisor
* Supervised team of collection associates so that collection calls and activities were effective, timely, efficient, met regulatory requirements and, met departmental/company objectives
* Provided statistical and effective performance feedback and coaching on a regular basis to associate team
* Wrote and administered performance reviews for skill improvement as well as developed performance improvement plans to meet projected needs and individual objectives
1991 - 2003 GE Consumer Finance Mason, Ohio
Portfolio Control Manager (including Macy's): 6 yrs, 1997 - 2003.
Quality Development Specialist - Auto Dialer: 4 yrs, 1994-1997.
Developed and executed first Digital Voice Dialer Campaign
Education University of Cincinnati, Cincinnati, Ohio
Business Administration and Computer Science.
State Certified Fire Fighter and Paramedic
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