Manager Project

Paul Leibovitz

***** ******* ****, ***. *, #***

Cell: 214-***-****

Dallas, TX 75240

Office: 972-***-****

E-

mail: ***************@*****.***

Sr. Contact Center / Application Support / HelpDesk / Project Manager

Chief Customer Evangelist

15 years hands on experience in operations, training, employee development,

quality control in customer service and CRM departments. Coached and

trained functional teams to dramatically increase profitability and reduce

service and resolution levels, quality control and ROI, increase

profitability, customer satisfaction, retention and average sales

transaction. Develop scripts and call-handling strategies. Utilizing

Convergys, Clarify, RightNow, SalesForce, Interactive Intelligence,

Parature, Kana, Nice and other CRM on-premise and cloud/web based tools and

data to reduce new customer acquisition costs, proactively identifying

threats and bottlenecks in client services value chain. Managing and

formulating strategic action, process improvement based on evolving trends

and patterns, while learning from recurring issues and root cause analysis.

Managing staff deployment based on "just-in-time" principles to conserve

resources demand peaks/seasonality, while maximizing ROI. Successfully

implemented client affinity/loyalty/preferred customer programs. Instituted

operational philosophy based on sustainable competitive advantage, profit

contribution and total lifetime customer value management across

geographically remote and virtually connected sites. Transformed service

agency outsourcing support organization, from a cost center to a value

center. Deep working mastery of call center technology and tools, telephony

networks, CTI, WFO, Benchmarking and IVR systems. Managed and improved

KPI's and benchmarks by skill and performance based routing. Implemented

multi-sites offshore, near-shore, best-shore, in-house and outsourced

workforces ( Service Agency ), multi-channel scheduling and monitoring.

Accelerated negotiations and agreements with new marketing partners and

contract service providers.

Client Services Skills: Telephony & CTI: Operations, Contact Center:

? Customer Satisfaction ? CTI based Quality ? Sales & Cust. Contact

Surveys Monitoring Automation

? Up & Cross-selling, ? MS Excel, Word & ? P & L Responsibility

reducing returns PowerPoint ? CRM, Escalation &

& downgrade ratio, SLA ? Call & Escalation Scheduling

Contracts Scripting ? Managing Service Partners

? Multi Channel customer ? IVR, ACD & CTI and

interaction management Outsourced

? Root Cause & Knowledge ? Ticket and resolution vendors/Subcontractors

Bases workflow ? Account Fraud detection &

? Multisite Centers and ? E-Mail & Interactive resolution

Bestshoring Cust. surveys ? Customer Lifetime Value

? Cust. analytics & busi. ? VoIP implementation & Management

intelligence Integration

EMPLOYMENT EXPERIENCE:

Outsourced Project CRM - CallCenter / Director, Client Services Operations

-

Warehousing Logistics Software, EXE Technologies, Dallas, TX

01/ 2009 - 11/ 2012

Created and adopted performance triggers, performed root cause analysis,

escalation and resolution metrics.

Integrated and collaborated in creating training manuals for IVR, ACD &

CTI. Managed Multisite centers virtually

integrated by VoIP technology. Created templates and generate operational

reports and key performance indicators

for CSR's and upper management. Utilized customer satisfaction surveys and

metrics to implement client and

outsourced vendors process changes, profitability and compliance metrics.

Outsourced Project CRM - CallCenter / Sr. Manager, Client Services

Operations -

RIM Technologies / Blackberry, Irving, TX

09/ 2001 - 10/ 2008

Insourcing and ramping up an inhouse callcenter/CRM department which was

previously outsourced. Worked

closely with solution vendors and customers to transition the department,

creating timelines and action plans,

while increasing customer satisfaction by 25% and for the first time

generate a positive ROI. Created and adopted

performance triggers, performed root cause analysis, escalation and

resolution metrics. Integrated and

collaborated in creating training manuals for IVR, ACD & CTI. Managed

Multisite centers virtually integrated

by VoIP technology. Created templates and generate operational reports and

key performance indicators for

CSR's and upper management. Utilized customer satisfaction surveys and

metrics to implement client and

outsourced vendors process changes, profitability and compliance metrics.

Chief Customer Evangelist / CRM Call Center Manager - Boadband Internet,

MDU

Multitennant Markets, Broadband Now - Irving, TX

07/ 1997 - 08/ 2001

Actively recruited, monitored and enriched a 120 CSR agents, improved and

accelarated training programs,

implemented operational metrics for case escalations and resolutions,

presented consolidated operational

reports and correlation analysis across all channels, generating reports

with profitabilty projections to

executive management. Successfully implemented a CRM software solution to

manage all customer

interaction channels, meaningfully extracting profitabilty analytics and

key performance targeted for

improvement. Negotiated and accelerated negotiations and agreements with

new marketing partners and

contracted joint service providers. Instituted an account fraud detection &

resolution workflow program.

Tech Support / HelpDesk. Manager - Outsourced Support, for ATT, Verizon,

Sprint and

Quest Telecom. High Speed Provider Divisions, ATC Communications

(Outsourcing Service Agency, the predecessor to Aegis Group) - Irving, TX

01/1992 - 06/1997

Led and participated in projects to institute and manage multichannel

customer surveys for inbound and

outbound Programss and campaigns, helped create self service surveys and

feedback channels for both customers

and vendor-partners, continually monitored operational and performance red-

flags for upper management weekly

meetings, while providing recommendations and methods to shorten the

resolution cycle and capture more of

customer value and profitability. Interfacing and negotiating with 15

regional and national vendors and their

respective

subcontactors.

Sr. Account Manager / Hospital Prescription Products Division - Roche Labs,

Glaxo Welcome Pharmaceuticals and Solopak Labs - Berkeley, CA, and Dallas,

TX 01/ 1989 - 12/1992

Calling on cancer clinics and radiation therapy institutions to expand and

diversify heparin- based products'

usage and implementation. Conducting product training with physicians,

collecting and communicating

competitive intellingence information and metrics to executive management.

Senior Combat Medic / Medical Core - Advanced MASH Army Unit, Military

Forces, IDF

Deployed and managed a medical mobile unit, consisting of 6 junior medics

and an MD.

Implemented an innovative system to maintain a 3500 item inventory,

developed and implemented a standardized expedient action plan to classify

inflow of wounded soldiers and completing evacuation to urban hospitals

with critical patient information delivered prior to their arrival.

EDUCATION:

BS - Business Administration in International Marketing and

Telecommunications,

U of Minnesota, Carlson Business School, Minneapolis, MN.

MBA in International Marketing and Telecommunications Monterrey Institue

for Int'l Stdies -

Fisher Grad. Business School.

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