Customer Service Manager

JOHN LEDDY

**B William Street, Summit, NJ ***** 973-***-**** *********@*****.***

DIRECTOR OF OPERATIONS/CUSTOMER SERVICE

Dedicated Director of Operations with 10 years of diverse experiences overseeing customer service in the consumer electronic, consumer packaged goods and pharmaceutical management industries. Proven track record of providing exceptional customer service, staff management/training, and operations management in a competitive and fast-paced environment.

Demonstrated success record in:

Managing operations to ensure a high level of quality customer service.

Overseeing large groups of people across multiple locations and thriving under tight time constraints.

Serving as the main point of contact for high volume client accounts.

Interviewing, selecting, and training new staff members on policies and procedures.

Devising and providing reports on metrics, trends, volume, work completed and ACD statistics utilizing Wilke, SQL, Excel, PowerPoint, SAP, and Avaya.

Overseeing staffing and management of Consumer High Volume Events including product recalls and media events.

AREAS OF EXPERTISE

Customer Service Operations Management B2B and B2C relationships

Staff Management Program Implementation Technical Support

Staff Training/Coaching Quality Assurance

PROFESSIONAL EXPERIENCE

PREMIERE RESPONSE, New Providence, NJ & North Bergen, NJ 2008-2017 Director of Operations, JOHNSON & JOHNSON, 2013-2017

Managed all aspects of daily operations of over 45 employees, including 2 managers, within 4 different divisions of business for a multinational medical device, pharmaceutical and consumer packaged goods manufacturer.

Acquired and maintained accounts totaling $4.2 million in billing each year through diligence, networking and efficient management of recall events.

Oversaw market research team that reviewed the outcomes of market research studies generated by consumer and end-user feedback. Studies examined feedback from multiple Johnson & Johnson consumer packaged products. Team members received feedback, evaluated it, and noted Adverse Events or Product Quality Complaints into the CRM tool. Reports were then sent to the FDA.

Managed and oversaw staffing surrounding Johnson & Johnson Consumer High Volume Events including product recalls and media events. Quickly hired, trained, and set up physical locations and IT systems within 48-72 hours for up to 250 representatives or nurses across any of 8 call centers throughout the U.S.

Oversaw program managers of each division to facilitate the delivery of exceptional customer service. Interviewed, selected, and trained new candidates on policies and procedures. Wrote John Leddy 2

performance evaluations and provided training/guidance in areas where improvement was needed. Devised and implemented schedules.

Served as the direct point of contact within the organization for the client to answer questions and present reports/information in a quick and efficient manner.

Devised and provided daily, weekly and quarterly reports on KPIs, metrics, trends, volume, work completed, ACD statistics and budgets. Utilized Wilke, SQL, Excel and PowerPoint. Program Manager, BARNES AND NOBLE, 2011-2013

Managed over 70 employees, including 3 team leads, within 3 different divisions of business in three different locations in different countries.

Facilitated book and eBook sales to colleges and elementary schools. Oversaw order processing, sold Nook devices and addressed consumer issues with product.

Selected, interviewed, and hired new team members. Provided training and instruction on company policies and procedures to ensure successful performance.

Conducted performance evaluations and provided corrective action as needed. Identified areas for improvement and coached staff to meet goals and objectives.

Ensured quality control by monitoring and coaching agents on their phone interactions and e-mails

(QA).

Team Lead, SAMSUNG ELECTRONICS, 2008-2011

Interacted with businesses and customers to troubleshoot and help resolve their issues with home appliances and electronics.

Managed 75 people including hiring and training new employees on policies and procedures.

Provided exceptional customer service by responding to escalated customer calls at the highest level of customer support. Delivered quick and efficient resolutions to customer complaints.

Ensured quality control by monitoring and coaching agents’ inbound and outbound calls. SHOPPER’S PARADISE, Wayne, NJ 2007-2008

Manager

Merchandised, priced and ordered products to aid in bolstering sales of merchandise.

Demonstrated superior organizational skills by overseeing, monitoring, and maintaining inventory.

Diffused and resolved customer service issues including returns and complaints. Provided exceptional customer service by delivering efficient and effective resolutions to problems.

Directed end of day procedures and closing.

ALLIED MANAGEMENT, Wayne, NJ 2003-2007

Night Manager

Supervised 30 employees ensuring their peak performance and employee satisfaction.

Assisted in resolving technology issues.

Oversaw end of day procedures and closing.

Developed sales and facility efficiency by training and orienting new employees. EDUCATION

William Paterson University, Wayne, NJ 2003-2007

Bachelor of Arts Degree in Communication, 2007

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