Customer Service Call Center

HOWARD L. MOON JR., MBA

Address: **** ******** **. *** *** Cherry Hill, New Jersey 08034 • Contact: 302-***-**** Email: ******.******@*******.***

B U S I N E S S M A N A G E R

Business Solutions Call Center Management Revenue Growth P R O F E S S I O N A L P R O F I L E

Highly motivated Business leader with a Master’s in Business Administration and 20+ years’ experience in managing multiple lines of business. Strong background in managing contact centers, customer service, sales, operations, projects, home health care services and financial administration. A charismatic communicator with Operations, Call Center and Customer Service Leadership experience with expertise in analyzing mission critical key performance indicators (KPIs) and effectively developing and managing operational budgetary requirements to succeed. Received a top-tier learning experience from an Executive MBA International Study Abroad program to understand the current and future opportunities and risks of operating businesses in a global economy. Successful track record of meeting and exceeding organizational goals, objectives, core values and targeted service level objectives. Delivers value propositions that obtain results quickly, fosters strong trust-based relationships, leads cross-functional and highly effective performance based teams who deliver operational and customer service excellence, growth and increased profits.

A C C O M P L I S H M E N T S

Successfully targeted, achieved and maintained an industry standard of excellence in call center and customer service key performance indicators (KPIs) for 10 years consecutively.

Increased annual revenue by 283% while reducing annual operating costs by 40% and maintaining double digit growth.

Member of the DRBA executive and strategic planning team, serving as the Strategic Planning Communications Task Force Co-Chairman and making presentations to the DRBA Board of Commissioners and Executive Management Team on improving bridge, ferry, airports and police operations.

Created the business case that provided the framework for determining and projecting the impact of web-based sales/reservations on operations that convinced DRBA Executive Management and Board of Commissioners to approve its funding and successful implementation.

Achieved “best in class” call center performance based on benchmark study by Jon Anton from Purdue University. P R O F E S S I O N A L E X P E R I E N C E

Business Manager 2013 – 2021

Transformation Enterprise LLC, Wilmington, DE

Gained exclusive client contracts for managing home health services, overseeing health care and dietary needs, scheduling medical appointments, and managing transportation, home and household needs.

Managed inbound and outbound calls, paid bills, hired vendors, accountants, attorneys and professional services.

Researched and obtained eligible benefits, monitored investments and conducted business matters as attorney in fact. Business Consultant 2009 – 2013

Transformation Enterprise LLC, Wilmington, DE

Managed business projects including call center consulting, minority (MBE) and disadvantaged (DBE) business start-ups, certifications and government contracts as well as air cargo aviation, construction, entertainment, digital magazine and lawn/gardening products and services.

Created, developed and administered the State of Delaware Department of Corrections diversity and relationship building training programs in partnership with Delaware State University.

Provided business, financial, hiring, investing and operational recommendations, serviced clients in raising capital, provided pitch decks for investors, and researched opportunities. HOWARD L. MOON JR., MBA Page 2 of 2

Call Center Manager 1996 – 2008

Delaware River and Bay Authority (DRBA), New Castle, DE

Managed contact center sales, customer service, budgets, e-commerce, reservations and phone systems, communications, marketing research and support services, and call monitoring and quality assurance activities and programs.

Recruited, hired, trained, scheduled and assigned employee duties and work allocation.

Managed work flow and operational activities including call center scheduling, supervising, mentoring and coaching staff and agents, administering planning and performance evaluations and reviews, and leading teams to peak performance.

Worked as project manager on a variety of DRBA projects including building a call center from the ground up.

Created and presented strategic business plans, pitch decks and business cases, customer service, leadership and team building training programs, performed industry travel, economic, marketing and technology research.

Analyzed and reported key performance indicators (KPIs), financial, technology and economic trends, forecasted revenues, growth and performed managerial accounting including cost-volume-profit analysis.

Prepared and managed operating and capital budgets and attended budget hearings and presented budget proposals to the Chief Financial Officer and Controller.

Collaborated with Marketing, Public Information Officer and Advertising Agencies to develop and implement marketing strategies and programs.

Negotiated profitable contracts, hired and managed vendors, drafted and sent out RFPs for multiple services, projects and contracts.

E D U C A T I O N

Master of Business Administration May 2004

Villanova University, Radnor, PA

Villanova Executive MBA International Study Abroad 2004

Santiago, Chile (Sponsors: JP Morgan, Banco de Chile, Nokia and Concha y Toro)

Buenos Aires, Argentina (Sponsors: Federal Reserve of Philadelphia and SEDESA) Bachelor of Science, Business Administration – Beta Gamma Sigma May 2002 University of Delaware, Newark, DE

E X E C U T I V E & P R O F E S S I O N A L C E R T I F I C A T E S Driving Organizational Performance – Harvard University, JFK School of Government Strategy Execution and Leadership – Villanova University The Effective Negotiating Certification Program – KARRASS Developing Powerful Employee Orientation Programs, Coaching and Team building for Managers – American Management Association

Strategic Planning for Senior Call Center Managers and Incoming Call Center Management – International Customer Management Institute

C O R E C O M P E T E N C I E S

Business Consulting ● Customer Service Excellence ● Process Improvement

Staff Training & Coaching ● Workflow Operations ● KPI Dashboards

Call Center Management ● Project Management ● Strategic Partnerships

Business Development ● Hiring & Supervision ● Financial Administration

● Planning & Negotiation ● Team Building ● Regulatory Compliance Software Competencies: MS Excel, Word and PowerPoint.

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