Customer Service Manager
Resume:
Joseph Maglio
***************@*****.***
Summary
Manager with over 20 years’ management experience in Client Services Operations, Quality Assurance, Customer Service Delievry, Customer Retention, and Customer Satisfaction Increases. As the Client Services Operations Manager, I Specialize in resurrecting failing or low performing Operations, Call Centers and Help Desks Numbers by big percentages within first year. Excellent at redesigning processes to improve satisfaction, productivity, billing collections and client retention...
Micro Key Solutions - May 2014 – July. 2016 - Kissimmee Florida
Manager of Customer Services Operations
• Directed and enhanced client service and product support functions for the organization
• Recruited, trained, coached and managed applicants for job placement
• Exhibited the ability to multitask with numerous tasks at once and be able to shift quickly from one situation or task to another
• Developed billing programs to encourage customer acceptance of products and services
• Monitored the work of the Support Desk and Call Center Service lines to resolve any problems with delivery of services to the client
•Coordinated with other departments to establish, diagnose or resolve issues related to customer requirements and customer satisfaction.
•Monitored overall department performance in order to ensure problems are resolved in a timely and thorough manner to meet customer service requirements and company goals.
•Raised Customer Satisfaction by over 300% in the first year. Communicate accurately and supply useful status reports to management on a timely basis
ABTREES - January 2014 – June 2014 – Davenport, Florida
Manager of Customer Services And Operations
•Managed and established strategic direction to the contact center organization and operations.
•Initiated, designed, and implemented best-in-class process improvement initiatives and analysis to contact center operations
•Established policies and procedures for all contact center operations including customer resolution, KPI management and reporting, training, and contents and social media teams
•Managed the development, analysis and reporting of call center operational metrics and KPIs
•Implemented new business initiatives including system design, implementation, and performance management related to contact center operations
•Monitored overall department performance in order to ensure problems are resolved in a timely and thorough manner to meet customer service requirements and company goals.
CONSULTANT - United States Department of Defense - Smyrna, Ga
Feb. 2013 – December 2013
Customer Services Operation Manager
•Provided management and establishes strategic direction to the contact center organization and operations of third party vendor contact centers
•Initiated, designs, and implements best-in-class process improvement initiatives and analysis to contact center operations
•Established billing policies and procedures for all collection center operations including customer resolution, KPI management and reporting, training, and social media teams
•Managed the development, analysis and reporting of call center operational metrics and KPIs
•Coordinated with other departments to establish, diagnose or resolve issues related to customer requirements and customer satisfaction.
•Implemented new business initiatives including system design, implementation, and performance management related to contact center operations
•Monitored overall department performance in order to ensure problems are resolved in a timely and thorough manner to meet customer service requirements and company goals.
•Established long term objectives and business plans for the contact center department.
•Conducted and managed meetings with subordinates, various internal operational teams and vendor contact centers
•I received my top secret clearance from the military.
Radical Support – Sept 2011 – Dec 2012
Manager of Customer Service Operations and Financial Management
•Raised customer satisfaction scores from below 70% to above 98% in the first 6 months.
•Lead and coached the Technical staff across various skill sets.
•Provided 1st, 2nd and 3rd tier level of escalation management for customers’ satisfaction issues.
•Provided account management support for internal sales and services teams.
•Provided continuous improvement solutions that have potential to impact the customer experience, employee satisfaction and operational effectiveness.
•Experienced in call center technology, including ACD and workforce management
•Ensured maximum productivity and utilization through meeting performance targets and maintaining appropriate staffing levels
•Increased Sales awareness in pursuit of opportunities for account growth and new business
•Communicated accurate and useful status reports to management on a timely basis.
•Provided recommendations for improvements including constantly reviewing the existing staff and resumes for applicants, evaluated the successes of client service and established goals for continual improvement while working in conjunction with senior management product service initiatives
Fundtech Corporation - June 2010 – Sept 2011 Norcross Ga
Manager Client Services Operations and Financial Management Issues
• Directed client service and product support functions for the organization
• Recruited, trained, coached and managed applicants for job placement
• Participated in contract negotiation and vendor performance monitoring Demonstrates understanding of vendor management concepts and implementation techniques including contract negotiation and vendor performance monitoring
• Exhibited the ability to multitask with numerous tasks at once and was able to shift quickly from one situation or task to another
• Developed programs to encourage customer acceptance of products and services
• Liaised with project stakeholders on an ongoing basis to track milestones and deliverables, and deliver progress reports
Capgemini Inc. CONSULTANT -Sept 2007 – May 2010
Director Global Client Services Management and Financial Service Operations
• Directed client service delivery team on $10 million projects in Europe, including, but not limited to: Desktop, Laptop, and Software Deployment and support
• Managed rapidly developing projects for Global Business Systems and our client; ranging from $10 to $20 million in sales; handled all of the HR responsibilities in North America
• Improved client satisfaction by identifying and clarifying key risk areas and missed opportunities
• Was responsible for oversight and management of large, complex contracts and suppliers
• Monitored the work of ” third party work being was done with respect and professionalism to our client Call Center Service lines to resolve any problems with delivery of services to the client
CheckFree Corporation - Jan 2000 – June 2007
Senior Manager Client Services Operstions and Finacial Management
Education
Naugatuck Technical College Waterbury, CT Associates of Computer Science and Management Degree
Western Connecticut State College 2-Years Danbury, CT Computer Science and Psychology
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