Customer Service Manager

JOHN J. CALABRESE

**** *** ***** • Chalfont, PA *8914

(C) 215-***-**** • (H) 215-***-**** • **************@*****.*** BUSINESS DEVELOPMENT • PROCESS DEVELOPMENT • CLIENT SERVICES • PROFITABILITY

”Results-centered” business developer and expert in cross functional team leadership, integrating cutting edge solutions and upgrading corporate processes. Proven track record of 20+ years in synergizing business goals, technology platforms and resource management. Seasoned in collaborating with all levels of the corporate structure to boost productivity, staff morale, retention and improve the bottom line. Passionate in continuous improvement, growth and exceeding internal/external client expectations.

Strategic Planning • Needs Assessment • Presentations/Training • Data Analysis • QA/QC • Cost Reductions Leadership/Mentoring • P&L Functions • Systems Support • Resource Optimization • Multimillion Dollar Budgeting Corporate Compliance • Product/Vendor Sourcing • Trend Analysis • Operating Metrics • HR Functions Troubleshooting • Proactive Solutions • Product Development • Technology Integration • Process Improvement PROFESSIONAL EXPERIENCE

Merrill Lynch, Hopewell, NJ • 2018-Present

CLIENT SERVICE MANAGER

Responsible for service delivery for an assigned group of clients within BAML’s Employee Stock Option Plan Administration offering. Primary Plan Sponsor contact for service side of the relationship including Payroll, Executive Compensation, Legal and Finance Departments. Provide Industry best practice advise to promote employee retention, develop on-going plan procedures and process improvement documentation, while identifying client needs with emphasis on system automation and administrative best practices to improve daily workflow. Assist in presenting quarterly and annual service reviews to existing clients as well as act as a representative for the Client Service Team in meetings with prospective clients. Responsible for coordinating client communication needs, billing inquiries, product enhancement requests and training needs.

Lucky Vitamin, Conshohocken, PA • 2016-2017

CUSTOMER SERVICE SENIOR MANAGER

Supervise a Team of 30 plus Associates handling multiple channel inquiries (phone, chat, social media and email) from customers who have purchased or would like to purchase products (supplements, vitamins, organic foods) from the Lucky Vitamin e-commerce site. Customer Service Representatives enter orders, answer questions about existing orders, process refunds, reship products and review & prohibit fraudulent orders. Directly manage 4 reports and perform interviews for prospective candidates and delegate work tasks to ensure proper functioning of the department. Develop and implement customer service policy and procedures. Review customer service contracts. Oversee the achievement and maintenance of customer service levels and standards. Implement proactive selling opportunities. Coordinate and manage customer service projects and initiatives. Evaluate and performance manage staff. Ensure budget requirements are met. Identify and address staff training and coaching needs. Provide production reports to Senior Management including SLA’s for all channels of communication, post call survey results and mystery shopper performance. Handle complex and escalated customer service issues including BBB complaints. DIRECTV, Langhorne, PA • 2015-2016

CLIENT CARE AND OPERATIONS SENIOR MANAGER

Managed the Customer Care Team providing service, retention and technical support to DIRECTV Home Security clients. Directly managed 4 reports and indirectly responsible for a Team of approximately 80 Contact Center and Operations personnel. Responsibilities include providing senior leadership to department, establishing key performance goals, interview and hiring, completing performance reviews and progressive discipline as necessary, monitoring productivity reports which include service levels, average handle time, answer rates, average speed of answer, agent availability & address escalations.

Professional Capital Services, Philadelphia, PA • 2013-2015 CLIENT SERVICE DIRECTOR

Managed and provided leadership support to call center team of 10 Client Relationship Managers in the Defined Contribution Recordkeeping space. Assets under management in excess of $2B. Team is responsible for all inbound, outbound and electronic communication between Professional Capital Services and Plan Sponsors, Advisors, Third Party Administrators and participants. Client Service responds to over 500 inquires daily relating to Plan and participant administration. Inquires include employee and employer payroll contributions, distributions & loans compliance testing (ADP/ACP, Top Heavy, 402G, 415), document generation & amendments and annual 5500 tax preparation.

Nutrisystem, Inc., Fort Washington, PA • 2005-2013 CONTACT CENTER SENIOR DIRECTOR

Leveraged nearly 20 years in strategic business development, cross-functional team leadership and bottom line improvements to oversee the corporate call center with a $6M budget and 200 personnel. Built the commission/benefits structure that boosted productivity, retention and morale while maximizing the bottom line. Established employee benchmarks, aggressive yet realistic goals. Monitored phone, web, chat and email interactions both internal and via social media such as FaceBook. Administered financial support staff responsible for customer returns and credit.

Ensured compliance to corporate standards of excellence. Improved HR processes through proactive support of SOPs in on-boarding and staff development/training. Mentored and evaluated employees on performance including authoring annual reviews. Collaborated with upper level management to troubleshoot, identify areas of underperformance and resolve challenges. Streamlined workflow and reduced waste. Created and analyzed daily/weekly/monthly production reports with a goal of improving call quality and customer satisfaction. Notable Accomplishments

• Improved cross-selling skills of staff with direct contact with customers to generate $3M in additional income during tenure.

• Implemented Interactive Voice Response (IVR), reducing call volume by 20%.

• Forecasted to save $75K/yr via cutting edge address validation.

• Employed Computer Telephony Integration, empowering staff with instant customer data, resulting in significant time savings, accuracy, productivity increase and a 5% HC reduction.

• Initiated QA/QC processes improving order accuracy, a customer satisfaction rate from 75% to 90%, boosting agent scores to 4.8 average (out of 5) and 10% AHT improvement.

• Brought in industry experts as well as internal resources to continuously improve skills such as closing, pitching, upselling/cross-selling and relationship development.

• Implemented tactical staffing strategies to allocate limited resources within a fixed budget, including seasonal and temporary employees.

Operations Enhancements

• Reduced labor costs $120K annually through developing offshore, near shore and domestic partnerships.

• Slashed handle time through upgrading technology and automation of operations.

• Created and executed a proactive Mystery Shopper Program allowing for an objective quality review of personnel performance.

• Served as a key team member in the launch of Intelligent Call Routing to better delegate calls to more productive Sales Agents.

• Improved scheduling and delegation of work and rolled out improved technology such as NICE call recording, realizing greater transparency and accountability. BISYS Retirement Services, Horsham, PA • 2001-2005 CLIENT SERVICE MANAGER

Utilized previous relationship with industry leader Merrill Lynch as well as building new, high value partnerships with banks such as Bank of America for 401K outsourcing needs. Led an effective and efficient team of 20 specialists with a $600K yearly budget, providing top notch customer service specific to defined contribution plan administrators and financial consultations. Continuously reviewed industry knowledge and best practices to ensure staff could accurately and rapidly respond to all questions and concerns. Made certain call quality, customer service and Key Performance Indicators continuously improved. Garnered relevant data to produce weekly/monthly production reports, analyzing vital statistics such as answer rates, open/resolved issues and customer satisfaction. Notable Accomplishments

• Earned the President’s Award for outstanding performance during tenure.

• Led high impact presentations and training sessions in product knowledge, customer service, quality improvement and call reduction time.

• Recruited, hired and trained up to 50 staff, developing on-boarding processes that included in-depth training.

• Monitored staff both individually and as a team to conduct annual performance reviews. ADDITIONAL EXPERIENCE

(Prior to 2001. Details furnished upon request.)

Merrill Lynch, Horsham, PA

ASSISTANT VICE-PRESIDENT, CONVERSION MANAGER, CONVERSION SPECIALIST, ACCOUNT MANAGER

• Began working directly with clients, ensuring all questions/concerns on 401K plans, pending payrolls, distributions, exchanges and loans were replied to < 24 hours.

• Promoted to serve as a liaison between the Account Manager, Financial Consultant and client to ensure essential conversion data is obtained.

• Migrated and reconciled confidential records from an old to new system.

• Designed prototype 401K plan documents that were well received by clientele.

• Charged with additional leadership responsibilities as AVP with a $400K budget, due to an established track record of assimilating project requirements, excellent performance and willingness to take on additional roles.

• Supervised the 401K Implementation Utility Team of 12 professionals, tasked with administering plans up to

$50M with 100+ participants.

• Spearheaded 1K+ plan conversions per year.

• Created and executed “real world” training programs dealing with current regulatory updates and client relationship development skills.

EDUCATION

BBA ~ Economics. Temple University, Ambler, PA

TECHNICAL SNAPSHOT

MS Office Suite, SalesForce. Expertise in multiple contact center software applications including Genesys, Avaya, Nortel, Witness, NICE, Call Parrott, Dictaphone, TASKE, Talisma, Aspect, Mitel, Oaisys Management Studio, Stella, Fresh Desk & InContact

PROFESSIONAL DEVELOPMENT

(Full list available upon request)

Center for Workforce Development: Superior Client Service Training, Professional Business Communications, Developing Others to Provide Superior Service, Behavioral Interviewing Ken Blanchard: Situational Leadership I & II

Berkeley Training: Project Management, Diversity, Coaching & Counseling, Managing Change, Presentations Strategic Management Group: Building an Effective Team, Leading for Results, Developing a Strategic Focus, Motivating/Retaining Employees, Developing Your Staff, Coaching for Improved Performance, Enhancing Organizational/Interpersonal Communications

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