Customer Service Manager

Robin Scheraga

Boynton Beach, Florida *****

201-***-**** *********@*****.***

SUMMARY

Proactive, detail-oriented, results-driven, marketing and client/customer service professional. More than twenty years of experience with a unique blend of product development, corporate management, small business administration, account management, managed care/health care, project management and call center management.

EMPLOYMENT HISTORY

Verizon - Enterprise Solutions Business Operations Division, Basking Ridge, NJ Project/Product Manager - Consultant with Advanced Communications October 2014 - October 2015

Responsible for Business Impact Analyses relative to the product life cycle of departmental projects.

Developed executive presentations for various operations reviews and senior management status review meetings, including: Weekly Departmental reports, Quarterly Product and Financial Reviews, Enterprise Operations Reviews and Executive meetings.

Developed solutions for facility usage study, model development, planning and execution.

Responsible for Affinity staff management, relocation and placement. Moved 96 staff into seven neighborhoods into two buildings in corporate headquarters.

Launched creative, interactive team building activities and a division-wide recognition program.

Project management of cross-product organizational initiatives.

Provided business operations support to the Wireless and Wireline Enterprise Product organizations and developed tools for concise reporting.

Worked with Product Leaders and Finance teams to develop accurate budgets and scorecards.

Supported Senior Executive Director – Portfolio Management and Governance division, on select projects.

Dial America, Inc., Mahwah, NJ

Marketing Manager / Account Executive II July 2008 - January 2014

Senior Lead Account Manager for key consumer product and health care management clients; over $20M in revenue.

Managed all aspects of Client Services marketing campaigns including: start-up, scripting, list management, CRM, sales analysis, sales support, P&L responsibility and coordinating call center efforts for consumer, B2B and healthcare programs.

Supervised customer service / call center operations for Inbound and Outbound campaigns.

Worked collaboratively in cross-functional teams to provide optimal service to major accounts.

Prepared detailed, compliance-related communications training materials on procedures, sales techniques and strategies, order processing, escalation processes, FAQs, talking points and procedures for staff and agents. These helped to maintain client and customer satisfaction and increase sales.

Developed client-specific analytic reports with IT, which were used to evaluate agent activity, customer experience, program efficiencies and opportunities for program improvement.

Designed creative solutions to meet and exceed client's fiscal and product distribution objectives, while focused on customer satisfaction.

Developed product positioning and messaging through scripting, to differentiate the client's products in the marketplace, customer-focused and sales-oriented.

Responsible for product campaign launches and managed the cross-functional implementation of the plan.

Completed competitive market intelligence analysis, to provide feedback and develop stronger sales programs.

Presented quarterly client presentations, included program reviews and sales-oriented recommendations for creative and innovative programs and product delivery.

Scheraga and Storch Associates, Fair Lawn, NJ

Customer Service and Marketing Manager March 1997 - June 2008

Directed audits for large-scale corporate, municipal and governmental clients.

Coordinated proprietary client data.

Managed all phases of project development to ensure client satisfaction, project continuity and internal consistency.

Assisted in obtaining refunds and negotiating revised rate plans from telecom carriers.

Developed project schedules and processes to ensure user satisfaction, project continuity and the timely delivery of services.

Prepared regular progress, project status and problem resolution reports regarding status of telecommunications audits.

The Record Newspaper - Hackensack, NJ

Columnist 1992 – 2001

Created, designed, sold and wrote independent weekly SWAP SHOP Column.

Developed simplified reader feedback mechanisms.

Voted the #1 favorite column in numerous focus groups.

Faber Castell Corporation, Parsippany, NJ

Product Manager 1985 – 1989

Directed product development for US markets. Monitored over $5M product production during on-site visits.

Maintained relationships with suppliers from Sweden, Spain, and West Germany.

Coordinated projects with off-site artistic staff and contracted designers.

Directed all phases of product development including product testing and analysis, advertising, product display development, packaging, merchandise materials and product promotions.

Managed wide variety of branded and private label products, from contemporary designed personal use products to commodity bulk products.

Designed and presented product-focused training programs.

Introduced more than 25 new consumer packaged goods and bulk products from concept through product testing to execution.

Coordinated licensed products, developed new product analysis procedures, designed and performed focus group product testing.

Designed marketing program materials including, direct mail pieces, sales manuals, POP and displays.

Paid Prescriptions Inc., (subsidiary of Computer Science Corp.), Fair Lawn, NJ

Account Executive / Supervisor - Customer and Professional Services 1980 – 1985

Managed nation-wide vision benefit program.

Marketed optical benefits program to Ophthalmologists, Optometrists and Opticians.

Established strong optical provider network.

Developed procedural materials for optical providers.

Formed and maintained cooperative relations with interdepartmental corporate teams.

Performed a broad range of supervisory responsibilities to 4 reports.

Developed procedures to safeguard confidential and sensitive information.

Initiated and maintained a national Provider Directory.

PROFESSIONAL SKILLS

Microsoft Office Applications including: Advanced Excel, Word, Access, Outlook, Visio, SmartArt, HTML and PowerPoint.

Strong analytical and problem solving skills.

Excellent verbal and written communication skills.

Strong management skills to positively and professionally collaborate with staff, colleagues, cross-functional teams and third parties.

Ability to work in a team-oriented, fast-paced environment that requires flexibility, multiple priorities and deadlines.

EDUCATION

M.B.A. - Rutgers University

B.S. - Syracuse University, Dual Major: Child and Family Studies / Education

- University of Amsterdam, Holland

January 2017: Completed 10-week informational Palm Beach County Florida Citizen’s Criminal Justice Academy community course.

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