Customer Service/Call Center Training

*** **** ***** *** *** 347-***-**** (Cell)

Pompano Beach FL 33069 ********@***.***

Employment History Highlights

TVR Communications/Pompano Beach FL

CALL CENTER DIRECTOR December 2014-Present

-Relocated TVR Communications Inbound Call Center from Lake Success NY to Pompano Beach Florida (July 2015)..looking for immediate relocation back to the NYC TRI STATE area

-Responsible for the office space design and implementation of the new call center facility in Florida

-Increased the call center to 3 locations (FLA/NY/OHIO) totaling 50 call center agents

-Exceptional organizational skills and display high level of self motivation

-Exceptional Communication skills to lead and motive diverse teams

-Activate television, phone and interactive services for hospital patients in over 300 hospitals based mostly in the Northeast Area.

-Responsible for handling over 2,800 daily inbound calls; 80,000 Inbound Calls per month

-Collect a daily total of $25K in credit card and debit card activations and over $700K in monthly activations of patient television/phone services

-Set process and procedures for handling inbound calls including the implementation of call center scripts for individual hospitals and their patients

-Set up Quality Assurance Goals and Measurements for all call center agents including daily and monthly monitoring of agents calls, and quality scoring of calls based on tone, opening and closing of calls, and following process and procedures when handling patients calls.

-Designed and implemented call center bonus programs based on meeting quality assurance goals (offline times and break times), and total number of service activations total $$ collected with credit card/debit card payments.

-Implemented Daily and Monthly Call Center Departmental goals and metrics including call center statistics (# of calls handled, # of calls answered, average talk time, agent offline time, agent break time and Occupancy and Utilization levels

-Prepare daily, weekly, and monthly management reports which included statistics, analysis of calls and recommended resolutions of hospital patients inquiries

-Responsible for hiring, and training of all call center agents

-Interface with several staffing agencies to assist in the hiring of inbound call center agents

-Manage Departmental Budget Requirements

-Handle inbound billing inquires for current stay and discharged hospital patients

-Develop Knowledge base training for call center agents based on the analysis of hospital patients questions and inquiries.

Fusion Telecommunications International, New York, NY April1998-Aug 2014

SENIOR DIRECTOR CUSTOMER SERVICE AND TRAINING

-Manage 1st and 2nd level Customer Service Support for Fusion’s Corporate VOIP Hosted/Trunking Services Offering

-Provide Customer Service Support and Provisioning Support to Fusion’s Corporate Customers in addition to the Fusion Agent/Direct Partner Channel

-Conduct Call Flow with Corporate Customers and Sales Agents/Partners on new orders to obtain necessary information for the successful installation of VOIP phones and Services

-Developed the Fusion Hosted Corporate Service Training Program which includes training manuals on VOIP Phones, VOIP Features, and Web Access Portal Features.

-Conduct the Corporate Training Program to all new Corporate Customers and Sales Agents/Partners via Webinars and In-House on site training

-Obtained positive results of Call Center Agents performance through Customer Retention Program which resulted in an increase of client accounts, and sales revenues.

-Managed several Customer Service Call Centers worldwide including United States, Lebanon, Dubai, and the Philippines

-Responsible for training, hiring, and scheduling of the Call Center service representatives

-Coordinate with Provisioning, Operations, Engineering and Finance the installation of new customers

-Designed Customer Service work flow and implemented daily trouble shooting processes and procedures.

-Installed new Trouble Ticket system for tracking of Inbound Calls and analysis of Corporate Customer inquiries

-Analyze daily usage traffic patters and overall quality of international routes and vendor performance

-Prepare Weekly reports and resolutions on Trouble Ticket Metrics (numbers for opening, pending, stopped, closed tickets, etc.)

-Maintain Call Center statistics and reports regarding ASR-Average Speed of Answering, ALOC- average length of calls, and calls received and abandoned.

-Ensure that all contractual agreements are received between Fusion and it’s customers

-Resolve Customer billing disputes and assist in resolving outstanding Customer Billing inquiries

iTelsa: Miami, FL 1996-1998

Call Center Manger/Customer Service Manger

-Managed 15 customer service representatives in the Itelsa Call Center/Technical Service Department

-Implemented international polices and procedures including tracking call production, trouble shooting inquires, and maintaining platform (switch) operations

-Assisted in developing and writing Enterprise information Systems business plan, which was designed to integrate company’s functional unites including customer service, technical support, and financial billing for automated information processing

-Developed multimedia presentations for possible investors

-Delivered 1500-page functional specifications for technical design outlining business rules and policies

Smarter International Global Communications: NYC 1994-1996

Director of International Operations

-Implemented Customer Service department consisting of 3 customer service reps

-Responsibilities included order fulfillment, credit card processing, collections and billing, and rate negations

-Provided marketing and operational support to co-venture resellers and independent agents

Nat Westminister Bancorp, NYC 1992-1994

Consultant and Communications Manager/Community Marketing

-Hired as a consultant to analyze Nat West Bancorp’s corporate/international paper flow

-Introduced a Communication Package and Monthly Calendar of Initiatives, which streamlined communications

-Coordinated and scheduled monthly statement inserts and statement messages to 900,000 Community Marketing Accounts

Digitran Telecom Corporations: Englewood Cliffs, NJ 1990-1992

Customer Service Manager

-Managed customer service department which serviced 500 fax mail accounts

-Created procedures for new account conversions, reviewed firm polices, created customer retention programs and promoted future sale opportunities

Shearson Lehman/EF Hutton: New York, NY 1981-1990

Assistant Vice President – Call Center- Preferred Client Services

- Promoted from over 40 Management Candidates to the position of AVP Preferred Client Services

- Managed 125 seat call center servicing over 100,000 Shearson Preferred Clients ($250K min balance)

-Responsibilities included analysis of account activities, providing concierge services to clients, interviewing and hiring of call center staff, product education, and managing the departmental budget

-Analyzed accounts and provided senior management recommendations and presentations for revenue and cost improvements

-Completed American Express Quality Assurance Awards Program

-Implemented an Automated IVR Voice Response system which allowed the Preferred Clients access to their accounts and company information

Technical Knowledge:

Knowledge of 8 x8 Virtual Contact VOIP Call Center Platform

Certified as Polycom Voice over Internet (VOIP) Phone Technician Pre Sales and Sales Courses Completed 2010

Knowledge of Telecom Networking and monitoring inbound and outbound international terminations routes via Veraz Hardware Switch (Lease Cost Routing)

Monitor International network of alarms of Telecom Switches and Broadsoft Platforms

Training on Broadsoft Web Portal, and related Polycom/Linksys phone device usages:

Interface with various Operational, Technical, Engineering and Sales Peers

Software KNOWLEDGE:

Microsoft Windows Professional Office Suite, Polycom VOIP Phones, Xlite and BRIA Softphones; Edgemarc Routers, Adtran Routers, RT Tracking Trouble Ticket System, Broadsoft VOIP Platform; Microsoft Project,

Education

Brooklyn College, Brooklyn, NY 1977-1981

References provided upon request

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