Customer Service Manager
Resume:
JAY L. GERST
Coral Springs, Florida 33065
********@*****.***
Dear Sir or Madam:
I am writing to explore the possibility of employment with your company.
Enclosed is a copy of my resume for your review. It highlights some of my accomplishments, which
I would be happy to discuss with you personally. I am a results-oriented individual, who pays
careful attention to detail and am capable of working independently, as well as in a team situation.
I am very proud of my work history and welcome the opportunity to utilize my talents and continue
my career with an organization that can benefit from the knowledge and professional acumen I have
developed.
I look forward to hearing from you and will make the time for an interview at your earliest
convenience.
Sincerely,
Jay Gerst
Enc.
2
JAY L. GERST
2618 NW 91st Avenue
Coral Springs, Florida 33065
********@*****.***
OPERATIONS MANAGER
Professional with a proven track record of achieving customer loyalty and increased market share,
reducing expenses as well as building product loyalty and repeat customers, while maintaining excellent
relations with all levels of management and staff.
• Effectively manage all facets of business operations.
• Competently supervised multiple projects in a business environment.
• Experienced in Effective Customer Service and Sales Training and Techniques.
• Proficient with Negotiations of both Vendors and Clients.
• Computer Proficiency in Word, Excel, Power Point, Outlook and Internet.
CORE STRENGTHS
• • •
Call Center Management Customer Service Skills Sales
• • •
Escalation Handling Recruiting Cost Reduction
• • •
Performance Metrics Escalation Matters Key Performance Indicators
• • •
Relationship Building Target Marketing Timely Reports
• • •
Motivational Speaking Revenue Generation Operational Functions
• • •
Budgeting Training & Development Negotiations
AREAS OF EXPERTISE
Customer Service and Sales
• Resolved customer escalations in a timely manner, while maintaining client loyalty.
• Designed and implemented strategic Customer Service initiatives exceeding goals.
• Created effective presentations and rebuttals to obtain a larger portion of the market share.
• Created incentive programs based on merit and production goals.
• Created marketing program, including a monthly newsletter, mailing list and website.
• Written and distributed press releases to enhance market share and name branding.
Training and Development
• Maintain employee relations, with reduction in attrition.
• Oversaw the quality performance of the staff assuring complete customer satisfaction.
• Trained on Customer Service Skills, Negotiating Skills and proper telephone etiquette.
• Quality checked each client through a confirmation process, reducing cancellation rate.
• Educated clients on products and services.
• Recruited and trained effective sales and customer service teams ranging over 50 staff members.
• Created all employment advertising and conducted interviews for all levels of staff.
• Created reports to show the growth of each employee and developed individual action plans.
Operations and Negotiations
• Creation and implementation of all policies and procedures.
• Worked efficiently with in budget guidelines
• Brought in on contract negotiations with vendors to assure lowest costs were obtained.
• Developed and implemented negotiation strategies with creditors to assist clients in need.
• Directed all business operational functions, including payroll, computer entry, and agent progress reports.
• Developed reports showing client success rate, industry trends and forecasting.
3
JAY L. GERST
********@*****.*** 954-***-****
EXPERIENCE
01/2014 – Present Nationwide Management Solutions, North Palm Beach, Florida
Director of Operations
• Consulting and Management company specializing in business to consumer customer service.
04/2011 – 11/2013 MMNM LLC, Delray Beach, Florida
Operations Manager
• Outsource Call Center specializing in business to consumer customer service.
04/2009 – 10/2010 Gulfstream Processing, Delray Beach, Florida
Operations Manager
• Outsource Call Center specializing in business to consumer customer service.
03/2007 – 4/2009 American Home Lenders / Fast Home Assistance Corp., Plantation, Florida
Call Center Manager
• Regional Mortgage Lender specializing in new home purchases, refinancing and foreign national loans
3/2005 – 12/2007 PartsBase, Boca Raton, Florida
Sales Team Manager
• Aviation, Aerospace and Defense parts locator sales on a global e-commerce level.
1/2005 – 3/2005 YES Medical Practice Services, Ft. Lauderdale, Florida
Sales and Marketing Manager (Consultant)
• Medical transcription and medical billing service provider.
7/2004 – 11/2004 Construction Careers of America, Pompano Beach, Florida
Director of Recruitment (Consultant)
• Florida recruitment center for a vocational school, specializing in heavy equipment operation training.
12/2003 – 6/2004 Guaranteed Mortgage Bankers Inc., Deerfield Beach, Florida
(Consultant)
• Nationwide correspondent mortgage lender specializing in sub-prime refinancing and new home purchases.
08/2001 – 10/2003 Cash Out Mortgage d.b.a., Florida Bancorp, Ft. Lauderdale, Florida
Call Center Manager
• Nationwide correspondent mortgage lender specializing in sub-prime refinancing and new home purchases.
02/1999 - 08/2001 Technion Communications Corp, Ft. Lauderdale, Florida
Regional Sales Manager / Escalations Manager / Customer Service Manager
• Outsource call center specializing in both inbound and outbound telemarketing, primarily business to business.
PROFESSIONAL CERTIFICATION
International Association of Professional Debt Arbitrators (IAPDA)
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