Customer Service Professional
Resume:
Gary Mueller
Commack, NY *****
**********@*****.***
http://www.linkedin.com/in/garyamueller
Summary
Passionate Customer Service Manager experienced in global corporations. Experience includes health care, medical and dental devices, nutritional products and electronics. Results and detail oriented leader with success improving profitability, and re-engineering business processes, motivating and mentoring employees, negotiating with customers and creating a positive, enthusiastic, team oriented environment.
Professional Experience
Autologic Diagnostics, Commack, NY (2015- 2016)
North American Operations and Call Center Manager
Manage technical support staff for provider of aftermarket automotive diagnostic solutions. Provide 97.5% fault to fix results with master trained technicians and assist in adding to repair shop owners bottom line.
Manage 4 direct reports and 20 overall master trained automotive technicians.
Implemented a Tier1 incoming call structure resulting in increase of 10% in call answer rate, while reducing average call time and hold time by 50%.
Oversee handling of over 85,000 calls per year, while increasing case volume by 15% over past year.
Implemented several different car brand official training classes increasing technicians’ knowledge base.
Assisted in launch of mobile app allowing customers a quicker more efficient way to submit assistance requests with technicians, resulting in over 250 case requests per month.
Air Techniques, Melville, NY (2012-2015)
Manager, Customer Care
Manage the Technical Support/Customer Service personnel and programs to service the needs of the customers (dealers, sales reps and end users). Create and maintain strong relationships with customers, and internal departments. Direct customer service, order processing, technical support and international service needs.
Directed staff of 17 handling 90,000 combined technical and customer service calls per year.
Improved call answer rate 10% in 18 months, while reducing average hold and abandon call time 35%.
Created both customer and technical service cross training plans to improve work performances.
Achieved and maintained 95+% customer service call answer rate within 1 year.
Improved $3M sample inventory program allowing for reduction in fill time from 30 days to 3 days.
Planned Parenthood Hudson Peconic, Smithtown, NY (2011-2012)
Director, Call Center
Responsible for sound management of call center, handling services for 12 centers in Westchester, Putnam, Rockland and Suffolk Counties. Ensure efficient daily operations, quality outcomes, positive patient experience and internal and external world class customer service.
Directed staff of 10 handling over 18,000 calls per month. Worked as liaison between senior management, center directors, senior clinicians and call center staff.
Increased appointment to call ratio by 70% via improved call handling skills of representatives.
Reduced abandoned call ratio by 45% in 8 months via proactive call monitoring.
Instituted automatic voice mail and text messaging appointment confirmation process, while improving
incoming call answer time by 25%.
Improved center scheduling efficiencies allowing for 15% increase in booked appointments.
Increased calls answered in less than 30 and 60 seconds by 15%.
Gary Mueller Page 2
Santinelli International, Hauppauge, NY (2009-2011)
Technical Call Center Manager
Lead the development of Technical Call Center and Customer Service Department. Organized and managed telephone and web based troubleshooting team providing world class service to internal and external clients.
Managed staff of 7 handling 200+ calls per day. Effectively built cross functional partnerships across all departments to develop improved efficiencies. Coached staff in call handling skills.
Trained staff to drive revenue opportunities by proactively selling service contracts to customers. Generated incremental $175,000 in revenue over 10 months.
Developed Connect and Protect initiative, allowing customers to improve their revenue stream.
Installed, implemented and monitored Help Desk IVR survey. Maintained 95% outstanding service results with call center technicians. Created formal 1 week training class for technical support staff.
Weight Watchers International, Jericho, NY (2007- 2008)
Manager of Fulfillment Operations
Directed all fulfillment related activities including but not limited to 3PL relations, fulfillment vendors, and drop ship vendors. Weight Watchers Supply Chain management functions supports a network of 22,000 weekly meetings in over 6,000 locations, moving over $200 million in material annually.
Improved purchasing process with local vendors resulting in $200K savings.
Streamlined the implementation of new logistics provider for Canadian operations.
Drove down transportation costs $20,000 per month through lane negotiation with freight forwarder.
Reduced outside warehouse inventory levels by 2-3 million dollars via ordering efficiencies.
Olympus America, Inc., Melville, NY (1982-2006)
Mar. 1982 – Jan. 2006
Manager- Projects Medical Division
Developed programs to increase inventory efficiencies, reduced inventory down time, decreased turn around time and increased used sales on clearly defined assets.
Launched an asset management program for 200 member sales force. Tracked and documented $40 million of company assets resulting in yearly shrinkage of inventory by 2 million dollars.
Built a profitable rental plan generating incremental 3-5 million dollars in revenue per fiscal year, along with sales and marketing plan for selling $12 million in used product.
Inventory Operations Manager
Originated an asset distribution system resulting in annual savings of 4 million dollars. Improved loaner asset retrieval rates from 10 to 40 per day. Reduced aged products from 10% to 1.9%.
Managed off site distribution facility with assets amounting to $15-$20 million in used inventory. Achieved 0% shrinkage over 3 years. Structured a Certified Pre Owned program that drove an extra $12-15 million in sales.
Managed 2 direct reports and 18 overall Team Leaders, Senior and Customer Service Representatives.
Education
University of Missouri; Columbia, MO
Bachelor of Science, Business Administration
TECHNICAL EXPERTISE:
Demonstrated proficiency in Microsoft Office, Epicor, Great Plains, Oracle, JD Edwards and Lotus Notes
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