Customer Service Management

Antonino S. Nigro

***** **** ******* ***** *. Ridgeville, OH 44039

Phone: 440-***-**** E-Mail: **************@*****.***

QUALIFICATIONS

. Over 15 years of call center experience in rolls including:

supervisor, team lead, trainer, CSR, & collector.

. Formally trained in conflict resolution, time management, negotiation,

& communication.

. Trained in all Microsoft Office Applications, SAP, Map Point, Archer,

and COGNOS.

. Experienced in data analysis, process improvement, and project

management

. Excellent interpersonal, oral and written communication skills

WORK HISTORY

Safeguard Properties * Vendor Management Dept. * Team Lead

10/2013 - 4/2014

. Increased department productivity by running and analyzing daily,

weekly, and monthly reports.

. Identified opportunities for efficiency improvement by working closely

with department Director and V.P. of Operations

. Developed and implemented process improvements for vendor acquisition

and retention.

. Coached and administered disciplinary action to 15 direct reports

regarding company policy and best practices to increase department

production.

. Effectively communicated with service lines and prospective vendors

regarding status of open requisitions and applications.

. Improved quality of lead generation by maintaining Archer database of

open recruiting requisitions across all service lines.

. Decreased company expenses by processing background checks on

prospective vendors through Asurint.

Safeguard Properties * Inspections Dept. * Regional Coordinator

9/2011 - 10/2013

. Increased average vender efficiency by 30% over 12 months, increasing

billable dollars by 300% in my region.

. Administered coaching and disciplinary actions, increasing vendor

quality for 65 vendors and their subcontractors

. Lowered department costs by holding vendors accountable for repeat

work and mistakes made in the field.

. Lead project management team responsible for restructuring vendor

coverage areas for the entire U.S., increasing department productivity

by 15%.

Amerigas Propane * Customer Service Dept. * Customer Care Representative

12/2008 - 8/2011

. Delivered customer satisfaction by responding to questions, concerns,

and complaints with one call resolution.

. Increased department efficiency and productivity by creating and

analyzing reports based on KPI data.

. Decreased costs by proactively identifying errors in SAP

implementation and creating a temporary work around.

. Implemented the use of mail merge documents and fuel order voice

mails.

. Lead project management team for HEAP callouts, Installation

Appointment Setting, Retention, and Contract Renewal.

. Trained agents in classrooms and used side by side agent coaching to

increase agent efficiency

Weltman, Weinberg, & Reis * Legal Collections Dept. * Recovery Specialist

6/2007 - 8/2008

. Conducted asset investigation and cost-benefit analysis for filing

suit, increasing portfolio profitability.

. Negotiated acceptable payment and settlement arrangements prior to

filing suit.

. Increased company profits by monitoring portfolio of over 800 pre- and

post-judgment accounts to ensure that correct motions and executions

were filed with courts in a timely manner.

. Provided second voice on difficult calls and mentored less experienced

agents.

EDUCATION

Associates of Applied Business in Management Lorain County Community

College 2011

Associates of Applied Business in Accounting Cuyahoga Community College

2008

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