Customer Service Manager
Resume:
PASQUALE LIBERIO
*******@*****.***
SUMMARY
A professional leader with extensive customer service, operational, and project management skills in both a production and customer service environment. Excellent skills in: problem solving, leadership, organization, and communication.
Proficient in:
Project management
Creating process improvement to increase efficiency
Time management
Building lasting customer and vendor relationships
Data analysis and key performance metric creation
Recruiting, hiring, coaching, developing, motivating. and evaluating employees
PROFESSIONAL EXPERIENCE
Advertising Checking Bureau (ACB), Tempe, AZ Feb 2005 - Present
Nation’s largest Co-op Advertising company.
Operations Manager
Servicing clients to insure that outstanding customer service is maintained in accordance with client contract agreements.
Adjust staff of 80 Customer Service Representatives daily to insure production requirements, as well as call flow and answer rates were always met for Service Level Agreements with our clients.
Utilized metric tools to establish and monitor performance goals for Customer Service Department.
Mentored, trained, and motivated Operation Supervisory staff of 6 to meet operational and tactical objectives.
Lead Project Manager in charge of launching new Google Adwords Program offered by ACB.
Created and implemented metric reporting tools to communicate information regarding claim status, customer service levels, and turnaround time. Also provided weekly and monthly KPI reporting to Senior Management.
Work with the Quality Assurance Lead on conducting internal and external quarterly SAS70/SOC1 audits.
Identified and implemented new customer service training classes to improve overall customer service at ACB.
Oversee the management of projects and/or escalations between Operations and IT to insure deadlines are met.
Manage Accounting Office staff.
Operations Supervisor
Responsible for providing outstanding customer service to clients through the daily management of a team of 20 Customer Service Representatives.
Responsible for hiring, motivating, recognizing, rewarding, coaching, counseling, and training.
Met contractual client service level agreements 100% of the time regarding customer service satisfaction and call answer rates.
Prepared and presented Quarterly Business Reviews for client meetings.
Scheduled production and work assignments of team members to insure that performance goals we met consistently.
Oversaw report quality, accuracy, and data integrity on client reports.
Supervised Accounting Office staff.
Reduced department OT costs by 79%.
Improved turn around time on claims processing and prior approvals to 4 days and 1 day respectively.
IT Manager
Responsible for overall planning, organizing, execution, and accountability of all IT functions.
Participate in a variety of activities to implement solutions to meet ACB needs, which may include: gathering information, conducting research, analyzing business needs, developing requirements, coordinating and executing the development of test cases and analysis of results, and coordinating the development, review and updating of procedures, training and communications.
Conduct periodic reviews to monitor milestone progress and identify potential issues on projects.
On a regular basis, assists business owners, service delivery managers, and project managers in preparing complete and comprehensive status reviews on all service delivery and project activities.
Facilitate and assist in proper articulation and communication of accurate expectations of service delivery and project progress.
Partner with and guide key stakeholders with the design and implementation of key performance metrics to monitor the effectiveness of continuous improvement initiatives during and following service implementation.
Ensure that all IT projects are in compliance with ACB methodology and key controls.
Create departmental goals and monthly workload level metric reports for Developers insuring consistent improvement and efficiency of their work.
Work closely with Solutions Architect to consistently find ways of automating processes to increase overall efficiency of both the Customer Service Department and IT Department.
Hold departmental meetings to review strategic goals and initiatives while promoting team building.
Motivate, manage, coach, and mentor development team. Also responsible for all HR functions: recruiting, hiring, training, performance appraisals, disciplinary action, recognition, and compliance with all company policies.
CAREMARK, Scottsdale, AZ Oct 2001–Oct. ‘04
Nations largest independent provider of health improvement services.
Account Manager
Responsible for maintaining client satisfaction and for retaining assigned customers through operational and administrative program management.
Provided client satisfaction through effective management, coordination and timely resolution of escalated operational and product related aspects of the client’s pharmacy benefit program.
Coordinated with other members of the account management team to ensure operational initiatives were in alignment with the clients overall goals and objectives.
Production Supervisor – Internal Operations
Directly supervised the Card Production Staff of 15 team members. Worked closely with vendors for negotiating supply costs and production requirements. Supervised graphic design staff responsible for creating the clients prescription cards. Supported the Implementation, Account Services, and Sales departments with their client issues.
Developed and maintained metrics to measure production rates, costs, waste, and machine utilization to achieve Six Sigma standards for multiple production lines.
Conducted daily asset utilization and manpower planning/scheduling.
Developed and met budget requirements for the production cost center.
Worked closely with Process Analysts to achieve continuous process improvements.
STANDARD REGISTER INC., Chandler, AZ 2000-2001
A document management service provider for financial, healthcare, and business industries.
Customer Service Manager- Imaging Services Group
Managed, motivated, developed, coached, and lead a staff of 18 Customer Service Representatives that provided excellent customer service, and account support for implementation on multi-million dollar accounts. Worked with sales, and vendors to negotiate and obtain bids, and establish new accounts.
Restructured Customer Service Department which resulted in a 96% increase in revenue and a 20% decrease in costs in six months.
Developed and implemented a new material requisitioning system which reduced processing time of orders.
Developed and implemented a new order tracking system which increased the level of customer service by providing timely order information.
BELDEN COMMUNICATIONS, Phoenix, AZ 1997-2000
Wire and cable manufacturer for telecommunications industry.
Customer Service Supervisor
Supervised 8 exempt Customer Service Representatives who where responsible for the overall customer service of multi-million dollar accounts. Managed and monitored the call center activities, order entry errors, shipping performance, and ISO 9000 procedures for the Customer Service Department.
EDUCATION
Bachelor of Science, Business Management Systems
Arizona State University, Tempe, AZ
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