Customer Service Manager

Dean M. Silbert

Address **** * **, **********, ** 95811

Contact 480-***-**** linkedin.com/in/deansilbert

***********@*****.***

Customer Service Management Professional-Contact Centers

Delivering exceptional service through high coaching and development of

high performing teams. My 17+ years documented contact center experience in

both Retail and Hospitality has preprared me to be successful in executing

my next career move. I am looking for an opportunity to join an

organization where I will be able to apply my skills and talents, as a

complement to the existing team.

Highlighted Skills:

. Team Development

. MS Office Suite

. Exceptional Customer Service

. Integrity

. Dependability

. Empathy

. Organization

. Professional

. Quick learner

Professional Career

Dispatch Manager-Contact Center Sears Holdings Corporation 2012 - 2013

. Directed capacity/performance management for largest district in West

Coast. Designed and implemented utilization solutions (i.e. warehousing,

labor). Managed staff schedules, labor allocation, and vacation/training

plans for company personnel. Managed 2 Routing Team Leads and 15

Dispatchers.

. Introduced a 12-week Leadership Transition Program that trained new

supervisors. Focused training on staff management and career progression

topics, including time management, problem solving, effective business

leadership, work values, and operational best practices.

. Oversaw performance of the district's $750K+ P&L. Reported on performance

metrics, including technician productivity, overall crew productivity,

and service-affecting activities. Restructured processes and introduced

new quality measurement tools.

. Generated several bottom-line results throughout tenure: reduced

technician overtime from 18% to 12%; increased first-time solutions by up

to 70%; cut transit time by holding WebEx sessions with map point/moving

local knowledge.

Team Development, Field Service Manager Sears Holdings Corporation 2011

- 2012

. Led professional development of 50+ field technicians for Sears and A&E.

Conducted sales training that focused on business development strategies,

such as relationship building with prospects, team building, cold

calling, phone skills, product demonstration, and overcoming objections

in the sale.

. Implemented performance tracking measures that determined ROI for

recurrent training for sales and other business performance indicators.

Conducted informal and formal performance development sessions with

emphasis on GAP analysis and structured planning methods.

. Interviewed, hired, and coordinated on-boarding for new technicians i.e.

improved compliance to policies/procedures and improved productivity.

Increased speed-to-productivity and fostered a positive employee

experience by facilitating effective on-boarding training and job

shadowing measures.

Dean M. Silbert

Page Two

---Professional Career, cont'd---

. Oversaw safety training initiatives provided to supervisor, management,

and support personnel. Advised staff on illness and injury prevention,

use of safety equipment, post accident drug screenings, processing

Workers' compensation claims, internal safety procedures, and emergency

response.

. Introduced consultative selling techniques and a ride-a-long training

requirement that ensured field techs utilized proper customer questioning

techniques to encourage new sales. Increased per-call revenue by 29%

within 6 months.

Multi-Site Training Manager-Contact Center Sears Holdings Corporation

2006 - 2011

. Performed training for three sites and one remote team (estimated 12

personnel). Evaluated work performance and oversaw professional

development for a customer-centric business model. Made recommendations

on new hires and employee terminations, disciplinary actions, and

promotions.

. Facilitated international business training that prepared field trainers

with curricula delivery. Introduced and managed a master training

schedule that streamlined development to delivery initiatives. Provided

team management, sales/service and development, transition-to-leadership

and core leadership training.

. Develop a synergized Home Delivery training program that introduced

leadership and productivity tools and methods. Focused synergized

solutions on customer service/selling skills, time management, team focus

and development, management development, and business presentations.

. Played an instrumental role in the design, validation, and promotion of

the Elite Facilitator Intensive Program that provided leadership and

facilitation skills and experience to management staff. Recognized for

outstanding achievement at the training team manager level.

. Conducted new-hire focus groups that improved labor relations and boosted

staff retention - improved new-hire attrition by 10%. Adhered to a two-

stage work release program that provided graduates with a soft entry into

the work environment.

. Supported the Pro-Advocacy program that drove continuous improvements

within each team. Solicited employee participation to improve overall

relations as well as deepen the effectiveness of existing and newly

introduced training programs.

Training Team Manager Sears Holdings Corporation 2003 - 2006

Team Manager - Rapid Resolutions Sears Holdings Corporation 2001 - 2003

Marriott International- 1997-2002

Education, Advanced Training & Other Notables

B.S., Communications & Advertising Johnson & Wales University

Training Time Management (Stephen Covey), Four Disciplines of Execution,

Influence, DISC Assessments

Member National and Local Chapters, American Society for Training &

Development (ASTD)

Software Learning Management System, WebEx, Online Learning,

Webinars/Teleseminars, DiSC Assessments

Contact this candidate