Customer Service Manager

Daniel G. Mazur

**** ********* ***** ** ● Huntsville, AL 35802

Phone: 256-***-**** ● E-mail: abvbyv@r.postjobfree.com

OBJECTIVE

Seeking a position in the call center industry where I can provide leadership, implement action plans, identify growth opportunities, and contribute to building strong teams.

Professional Summary

● Significant sales, marketing and customer service achievements.

● Experience includes handling inbound customer calls regarding, billing, service issues, sales, retention, equipment upgrades and repair issues, etc.

● Over five years call center experience including service as an Operations Manager with responsibility for 75-350+ representatives.

● Skills include Microsoft Office (Word, Excel, PowerPoint, Outlook), Call center applications (Avaya, CMS, Kronos, PeopleSoft, Witness, etc.) and CRM software.

POSITIONS HELD

ISI, LLC Buffalo Grove, IL

Senior Area Manager: January 2012 – October 2012

Conducted presentations with small business owners (typically $1M-$20M) regarding a wide range of business development solutions and consulting options. Prospected for new business and kept appointments set by the main office. Operated from a home office and traveled within a 50 mile radius of the assigned territory.

Luken Communications, LLC Chattanooga, TN

Affiliate Relations, Account Manager: March 2010 – September 2010

Prospected for television stations interested in becoming Retro Television (RTV) and/or TUFF TV programming affiliates. Provided weekly status reports of pending opportunities. Negotiated affiliation contracts in territories and serviced existing customers.

West Corporation Huntsville, AL

Operations Manager: September 2003 – February 2009

Served as an Operations Manager for three different line groups. Managed staffing, training and operations for as many as 90-350+ call center agents with over 25 direct reports. Supervised teams of customer service agents resolving eligibility, benefits, enrollment and claims issues for providers and members with health insurance. Provided customer care, sales and retention services for mobile telephone clients. Handled escalated customer calls. Responsibilities included counseling and training agents to meet performance goals, monitoring the queue, accounting for differences attendance and scheduled staffing, resolving payroll discrepancies. Monitored recorded calls, participated in calibrations, and reported on KPI results. Created an innovative peer-learning program that improved quality scores by 40% in the first month. Ranked #1 out of 13 vendors for 11 of 12 months in 2008. Created and delivered soft-skill training programs. Improved customer satisfaction scores from 4.43 to 4.65+ (on 5 pt scale) within 4 months. Handled escalated customer calls. Developed curriculum for an employee motivation and retention program to combat attrition.

Intelix, LLC Middleton, WI

National Sales Manager: February 2002 – June 2002

Rebuilt the sales force in four months by hiring new manufacturer reps to fill vacancies in nine of sixteen territories. Developed a targeted action plan to recruit better performing dealers. Supervised two factory sales support staff members. Operated from a field office in Huntsville, AL.

Pesa Switching Systems, Inc. Huntsville, AL

Vice President of Marketing and Customer Service: March 1997 – July 2001

Managed a staff of ten marketing and customer service employees. Restructured budget to expand participation in additional large and small domestic and international trade shows, and handled all aspects of booth design, transportation, show services, press releases, staffing, etc. Refocused advertising strategy which resulted in a 50% increase in name recognition according to an industry survey. Wrote all ads, brochures, training materials, price books, A&E specifications and Market Requirement Documents (MRD) guiding the development of new products. The MRD included competitive analysis, technical specifications, price targets and forecasts by sales channel. Led training sessions on new products for the factory sales staff and resellers. Negotiated outsourced product design agreements and technology acquisitions to complete gaps in the product line. Maintained the GSA schedule. Championed design changes in the “Tiger,” a new flagship routing switcher, lowering the price of large systems by 20-30% making the product more competitive. Succeeded in making Pesa the dominant supplier of routing switchers to the mobile broadcast truck market within 3 years, growing this market segment from 15% to 25% of total business within 2 years.

Di-Tech Electronics, Inc. Deer Park, NY

National Sales Manager: May 1985 – February 1997

Cultivated new national and international clients through direct sales and enlarging reseller network. Achieved 70% increase in sales from previously under-performing markets. Directed all marketing campaigns, and communications. Worked from a field office in Franklin, TN 1989-1997 traveling throughout the US. Generated 30% of the annual revenue and 50% of all new business.

SOFTWARE

Microsoft Office (Word, Excel, PowerPoint), Call Center Applications (Avaya, Witness, etc.) and various CRM software (Act!, Sugar).

EDUCATION

New School for Social Research: New York, NY - Master of Arts, Anthropology

State University of New York: Stony Brook, NY - Bachelor of Arts, Anthropology

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