Customer Service Manager

JONATHAN D. WORRALL

** ******** *****, ******, ** 07512,

Cell: 551-***-****, E-Mail: *********@*****.***

SUMMARY:

Passionate Account Manager with a demonstrated history of success working across many industries. Seeking a role with an established organization to execute on company objectives by showcasing my extensive Operations and Customer Service experience. PROFESSIONAL EXPERIENCE:

AIG, NEW YORK, NY & BERKELEY HEIGHTS, NJ NOVEMBER 2015 – AUGUST 2017 MARKETING EXECUTION COORDINATOR

Rapidly grew high net worth property and casualty business through a captive brokerage

Managed a team of advisors that focused on solely providing customers with AIG PCG products

Maintained highly ethical and professional approach to all current and prospective clients

Determined and implemented call center operational strategies by conducting needs assessments, cost benefit analysis, capacity planning and technology requirements

Provided performance reporting by collecting, analyzing, and summarizing data and trends

Personally managed Microsoft CRM that was used across teams to drive revenue and efficiency

Directed Call Center vendor with recruiting, training, and coaching of agents

Provided guidance on quality monitoring to continuously improve sales and customer experience AIG, NEW YORK, NY & BERKELEY HEIGHTS, NJ JULY 2013 – NOVEMBER 2015 CUSTOMER SERVICE MANAGER

• Managed Accident & Health products for Global Contact Centers to meet and exceed KPI’s

• Produced forecasting for call center staffing based on trends and variables

• Increased quality monitoring results through extended coaching and analysis for top banks

• Worked across AIG departments to efficiently service customers & improve processes

• Promptly processed invoices through SAP and provide reporting to Finance

• Established and operated within yearly travel and outsourced service provider budgets DIALAMERICA, MAHWAH NJ, JUNE 2008 – JULY 2013

ACCOUNT EXECUTIVE II

• Architect and head contact for responsibilities on top insurance and healthcare clients

• Responsible for overseeing acquisition of all business and consolidation to one vendor

• Provided clear concise communication with clients, and internal departments

• Successfully launched inbound, outbound, and bilingual programs

• Managed two direct contacts as accounts grew in size and demands

• Prepared and ran multiple calibration sessions each week consistently meeting QA goals

• Attended and passed quarterly call center audits, and conducted monthly trainings ONE COMMUNICATIONS, HACKENSACK NJ, OCTOBER 2007 – JUNE 2008 ACCOUNT EXECUTIVE

• Drove revenue through new client acquisition and organic growth of current accounts

• Determined customer needs and recommended voice and data solutions

• Continuously communicated with customers from on-boarding to troubleshooting IRON MOUNTAIN, NEWARK, NJ, FEBRUARY 2007-JUNE 2007 CUSTOMER RELATIONS COORDINATOR

• Worked directly with customers to input orders and process account needs

• Accessed files from dynamically archived locations and traveled with couriers for delivery

• Placed courtesy calls to current customers regarding service and grew accounts EDUCATION: MAY 2007

Fairfield University, Fairfield CT – Bachelors of Science, Marketing Software/Systems: Microsoft Outlook, Word, Excel, PowerPoint, Visio, Lync, Skype, Microsoft CRM, Office 365, Yammer, SAP, Adobe, BOX, Citrix GoToMeeting, Interaction Client, Concur, Workday. Languages: English (fluent), Working knowledge of Spanish. VOLUNTEER EXPERIENCE:

Morris Habitat for Humanity, Randolph, NJ OCTOBER 2017 – Present Volunteer

Coordinated with work parties that constructed homes for low income families in need of housing. Funds partially provided through Re-Store sales where I personally oversaw the Art Department. Thanks to strategic placement of products, monthly sales are increasing and expanding content. Grover Cleveland Park Conservancy, Caldwell, NJ OCTOBER 2017 – Present Member/Volunteer

Directed preparation for Halloween Parade & Festivities with team to serve over 1,000 members of the community. We increased park membership enrollment by 10% year over year. Personally removed an invasive species

REFERENCES AVAILABLE UPON REQUEST

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