Customer Service Sales

Joseph Arena

*******@*****.*** 862-***-**** https://www.linkedin.com/in/joseph-arena-37938b2

Sales Manager

Sales, Contact Center and Telemarketing Professional

Comprehensive experience in contact center operations management, customer service and telemarketing, with demonstrated ability to meet and exceed productivity, profitability, and retention goals. Adept in building collaborative relationships and mentoring employees, establishing a cohesive work environment. Expert at time management, able to direct multiple project and assignments simultaneously in a deadline-driven setting. Decisive manager with an innovative approach to problem solving, strong communication and conflict management skills, and an ability to establish rapport and a sense of authority among customers and staff.

Highlights of Expertise

Managed Teams of 400+

Inside and Outbound Sales Telemarketing

Contact Center Operations

Workforce Transition

Team Leadership

Performance Management

Center Optimization and Improvement

Customer and Employee Retention

Conflict Resolution

Employee and Management Training

Career Summary

American Society of Mechanical Engineers (ASME), New York, NY

SENIOR MANAGER, CUSTOMER SUPPORT/CUSTOMER SERVICE (May 2014 to December 2015)

Manage day-to-day operations of in-house and outsourced customer call centers, with responsibility for sales performance, customer satisfaction, care quality, and cost efficiency. Oversee sales of publishing, standards, and personal/corporate certifications. Cultivate relationships with the organization’s top re-sellers. Ensured compliance with government and trade security screening.

Increased annual sales by $480,000 by creating outbound sales campaigns.

Manage a team tasked with $800,000+ per month in inbound sales.

InterFACE Holdings Group, LLC, East Brunswick, NJ

VICE PRESIDENT OF CLIENT SERVICES (February 2012 to May 2014)

Managed customer service, contract research, billing and receiving, collections, and customer retention functions for 5 multi-state, metro regions, with responsibility for meeting established business objectives.

Improved relationships with government entities and consumer agencies.

Consistently surpassed customer service and satisfaction goals.

Cablevision Systems Corporation, Piscataway, NJ

DIRECTOR OF CUSTOMER RETENTION – INSIDE SALES (May 2003 to February 2012)

Managed operations of customer retention department, establishing strategies to meet sales and customer retention goals. Managed an annual operating budget of more than $15 million. Won back former customers by consultative selling and upgrading customers. Resolved escalated customer service issues.

Retained 80% of customers requesting disconnection, surpassing company goals.

Consistently maintained 95% productivity rate throughout tenure.

Grew retention department from 15 employees to more than 200 employees in multiple call centers.

Established certification program for career advancement of management staff.

Cablevision Systems Corporation, Oakland, NJ

SALES MANAGER – INSIDE SALES (October 2001 to May 2003)

Inside Sales Manager for Cablevision’s Telemarketing division.

Managed all sales for Northern NJ, Rockland County NY & Western PA.

Increased sales and productivity of senior staff through coaching.

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