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Director, Sales & Customer Service

Deer Park, NY
March 28, 2019

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Call Center Director, Customer Care & Sales

SUMMARY Highly-respected, confident and performance-driven Executive with more than twenty years of proven success in leadership, sales and customer service management. View as an overachiever and role model who consistently exceeded departmental targeted objectives by strategically leading management and staff of 150 employees. Recognized for running a “tight-ship” to maximize productivity, develop high-performing service-reps and improve company image. Possesses intuitive ability and superior interpersonal skills to effectively and diplomatically resolve employee and customer issues, as well as train staff in high caliber issue resolution. Acknowledged for meticulous organizational and reporting skills.


Multi-Call Center Management Business Process Management Quality Assurance

Recruiting/Staffing /Training Relationship Management Operations/Change Mgmt

Productivity / Subscriber Growth Metrics/Reports/Data Analysis Budgeting / Forecasting

Customer Retention Change Management Exceeding Expectations

Domestic & International Travel Travel Consulting & Reservations Event Planning

TRAINING Building Skills for Leadership The Heart of Coaching Product Training

Loyal Customer Development Managing Workplace Emotions Upselling / Cross-selling

Computer Training Conflict Resolution Sexual Harassment Seven Habits of Highly Effective People Leading Successful Meetings Mgmt. Best Practices



Owner – Independent Travel Vacation Specialist

Evaluate, recommend and organize domestic and international travel plans for customers and businesses while providing excellent customer service

Liaised with resorts, cruise lines, hotels and air to determine availability and book passage for stays both domestic and international

Develop and maintain outstanding relationships with customers by exceeding their expectations for customer service while securing their travel arrangements

Organize, handle and work closely with vendor(s) on wedding destinations

Review and educate customers on excursions (land and shore) to ensure they have the vacation of a lifetime

Responsible for collecting and recording deposits and final payments in our booking system

Verify customer passports visas and state issued ID’s to ensure proper identification for passage to foreign countries are valid

Handle all marketing for the business - social media posts, direct mail, email, flyers, etc.

Maintain knowledge of evolving travel industry


GM (General Manager) – Reported directly to the CEO 11/15 – 5/17


Managed overall daily operation - Sales, Installations, Customer Service Repair, Retail and Call Center

Planned and coordinated all daily tasks and functions for team

Built company image by enforcing ethical business practices and professionalism

Ensured department managers are properly assessing, addressing and providing excellent customer service to client’s inquiries, complaints, escalations

Quality Assurance – reviewed all transactions for accuracy; follow up with customer to ensure managers provided exceptional customer experience

Trained and coached staff in phone etiquette to achieve high quality calls, optimum results

Handled all escalated issues

Controlled department costs

Recruited, hired, trained, developed, coached, counseled and motivated staff

Established and tracked monthly sales goals

Planned, analyzed, executed and forecasted methods to support targeted sales goals

Conducted weekly and monthly meetings with staff

CABLEVISION, Woodbury and Jericho, NY 7/82-11/14

Director – Inbound Sales-Residential Sales (2005-2014)

Director – Inbound Business Sales (2005-2013)

Manager –Inbound Sales / Customer Service– Residential Sales (1998-2005)

Supervisor – Inbound Sales / Customer Service– Residential Sales (1995-1998)

Sr. Coordinator/Assistant to Director of Sales – Residential Direct Sales (1983-1995)

Outbound / Retention Sales Representative – Direct Sales (1982-1983)


Directed daily operation of Residential Sales Call / Customer Care Center, oversaw 2 managers, 10 supervisors and 100+ inbound representatives

Responsible for Call Center budget, forecasting and productivity

Developed, launched and led 40-person Business to Business Call Center with accountability for substantial department budget, maintained department’s financial records; consistently monitored for quality assurance and analyzed traffic to ensure implementation of action plans

Motivated managers and teams to meet goals and retain customers through professional issue resolution

Ensured the timely flow of calls to ensure maximum productivity and to achieve targeted objectives

Adhered to company’s operating standards policies, best practices and procedures, ensuring Integrity of all transactions

Developed and implemented monthly incentives to drive business sales

Collaborated with C-level personnel, Marketing and Business Planning to ensure success of Inbound Department

Led two sales divisions / Call Center for eight years in Residential and B2B

Experienced using eWorkforce Management Software

Training and Development

Recruited, hired, trained, developed, coached, motivated and terminated staff

Trained and coached staff in phone etiquette and to achieve high quality calls and optimum results

Ensured Center is staffed to capacity during all hours of operation

Continually educated staff and monitor performance, ensuring professionalism and integrity, as well as increases in subscriber and cash-flow growth

Structured and maintained a positive environment, reducing negativity

Met weekly to discuss strategies to overcome obstacles that could hinder goal attainment

Trained managers and supervisors to mentor / coach teams, as well as build morale to develop top representatives

Cross-trained supervisors and managers

Conducted an in-depth 6-12month Certification process for management

Held weekly and monthly team meetings focusing on key improvement-related tops

Processing / Reporting

Evaluated metrics: track and enforce productivity and sales standards. Reviewed daily numbers: Average Handle Time (AHT), Abandoned Rate (ABND), Average Speed of Answer (ASA), Scheduled Adherence Customer Care Rate

Assessed, standardized, documented and implemented improvement to processes

Established and tracked monthly goals

Planned, analyzed, executed and forecasted methods to support targeted sales goals

Human Resources Functions

Performed HR functions regarding attendance, payroll and personal issues that arise

Worked closely with HR and resolved issues, compile related reports

Maintain department attrition rate of 1%


Recognized for consistently meeting and/or exceeding targeted goals throughout career

President’s Club Winner, 2010

Top Center 2010 based on top sales performance

Customer Recognition Award 1997

Pride in Performance Award, 1996

Developed and launched Business Call Center in 2005 to 40 staff members

Recognized for turnaround of low performing reps through coaching and grooming, resulting in top performers

Co-wrote Customer Service Policies and Procedures Manual for 2 departments (Inbound)

Given promotions and increasing responsibility based on performance throughout career

Recognized by associates for “bringing out the best in staff”

Sought out by C-level associates for input and advices

EDUCATION Nassau Community College, Garden City, NY

Major: Business

COMPUTER SKILLS MS Office (Word; Excel; PowerPoint; Access) IDA, CVT,, eWorkforce Management, Empower, ACT, MAS, Infusionsoft, MyCC Booking System, Carnival Cruising Power, Royal Caribbean -Espresso

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