Customer Manager

Werner Zehr

Guest Relations Department Manager

Jacksonville, FL 32205

******@*****.*** - 904-***-****

Vacation Rental Pros Property Management LLC

• Developed statistical tracking combined with coaching and development for the Guest Relations department increasing production by 50%.

• Created call quality standards profoundly impacting positive feedback by guests and property owners.

• Streamlined association registration process reducing inaccuracy to a 2% error rate.

• Instrumental in assisting with the reservation and billing platform change identifying key issues to mitigate problems with the transition resulting in post change issues being well under what was expected. ADT LLC

• Cooperate liaison for the Irving, TX Loyalty department post Broadview acquisition requiring biweekly travel to Irving, aligning policies and sharing best practices, ultimately meshing both sites into one cohesive unit.

• Developed and deployed departmental incentives within budgeted parameters targeting key metrics and departmental goals ultimately achieving the highest save rates in ADT history raising target goals by 20%.

• Introduced deceptive sales program and managed outbound Customer Loyalty and competitor deceptive sales initiatives, working with multiple facets of the business and the Legal Department to reduce customer attrition and recover millions of dollars in lost revenue through legal channels; this subsequently resulted in the Chief Legal Officer appearing on 20/20 addressing deceptive sales practices.

• Devised methodology and oversaw the compiling of weekly competitor data for the Director of Customer Loyalty/Customer Relations, the Director of Marketing and the CEO for the purposes of strategically developing effective save offers, ultimately driving customer save rates to an all-time high generating hundreds of millions in recurring revenue.

• On point coordinator overseeing the transitions of acquisitioned accounts into billing systems resulting in thousands of customers successfully integrated into ADT.

• Point of contact for the Training Department and Product Innovation Teams devising material for the creation and maintenance of the Customer Loyalty Manual, as well as, new technology.

• Received multiple Royal Blue-Top Company Awards from multiple Business Units including the Director of Customer Loyalty/Customer Relations, many levels of the Legal Department and Irving Customer Loyalty Management.

Metris Companies

• Instructed new hire classes in collection areas and FDCPA regulations. Certified in and site instructor for CBS Collections Call Flow Management. Instructor for all levels of Collections, effectively streamlining processes through all levels of the department.

Citi Bank Universal Card

• Rotational collections new hire trainer.

Authorized to work in the US for any employer

WORK EXPERIENCE

Guest Relations Department Manager

Vacation Rental Pros - Ponte Vedra Beach, FL - June 2015 to January 2016 Directed the day to day operations and workflow parameters for the companies Guest Relations department. Set expectations for outstanding customer service and created statistical tracking for production. Instituted reporting identifying strength and weakness areas stemming from guest feedback for the company. Implemented process changes and developed staff training resulting in a remarkable increase in positive guest feedback and reviews company wide.

Customer Loyalty Team Manager

ADT Security LLC - Jacksonville, FL - September 2009 to March 2015 Led Customer Loyalty Teams consisting of 100 plus agents between the Jacksonville and Irving centers. Responsible for training and development (with emphasizing the customer experience), hiring, administration, payroll, monthly/annual production reviews and career pathing effectively creating high performance and sought after candidates for various exempt positions within the company. Monitored/managed staffing and handle times to assure appropriate service levels are met within quarterly budgeted parameters.

Collections Team Manager

ADT Security - Jacksonville, FL - June 2004 to September 2009 Managed a team of 20 collections agents. Responsible for training and development (with emphasis on quality service), administration, payroll, and monthly and annual production reviews creating high performance with specialized functionality in consolidated billing and other areas. Interfaced with department management to analyze reporting and formulate collections strategy to mitigate delinquent revenue, significantly reducing delinquent revenue. Monitored and assisted in maintaining center service levels in all departments effectively driving down abandoned rates.

Collections Supervisor

Metris Companies - Jacksonville, FL - January 2000 to June 2004 Responsible for team of 15 plus agents involving staffing, training and development, production reviews and administrative support. Able to maintain high team moral and strong collections statistics continuously with the highest dollars collected by any team in the company on several occasions. Formulate departmental contests well below set budget effectively raising calls per hour metrics and dollars collected.

Analyze collections reporting for use in updating and changing strategies that met or exceeded departmental and company requirements.

Site support for the implementation of the Evolve collections system resulting in enhanced collection ability significantly reducing handle times.

Professional Experience cont.

Latestage Collections/Collections Trainer

Citibank Universal Card - Jacksonville, FL - 1996 to 2000 Manage and collected on a multi-million dollar portfolio in both a manually and dialer environment, while keeping losses several percent below company forecast. EDUCATION

High school or equivalent

1987 to 1991

SKILLS

Microsoft Office (10+ years)

MILITARY SERVICE

Service Country: United States

Branch: Navy

Rank: E3

December 1991 to November 1995

CERTIFICATIONS

(ADI) Aubrey Daniels International

May 2014 to Present

Driving performance and sustained growth through identifying and correcting behaviors. Through behavioral change, with positive feedback, all areas will show improvement. Business Performance

Strategy Execution

Culture Change

Operational Efficiency

Workplace Safety

Employee Engagement

Incentive Pay

Sales Growth

Leadership Development

Align Systems and Proceses

Instructional Systems Design

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