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Customer Service Call Center

Ocala, FL
October 28, 2022

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John J. McAleenan, Jr.

**** ******** ****** *** *********, FL 34744 907-***-****

OBJECTIVE Be a key member of your management team working with a customer-oriented staff exercising my leadership and organizational skills.

SUMMARY A leading expert in customer service, information systems, call centers, and project management with over 31 years of proven leadership ability. Over 27 years developing/directing multi-million dollar budgets, personnel management and employee relations. Member of several national customer service conference planning committees.

EXPERIENCE Remote – Call Center Supervisor 2020

Plexos Group, LLC, Baton Rouge, LA

Worked as contractor to the Florida Department of Economic Opportunity (DEO). Participated as a member of the supervisory team. Lead a team of 30-60 agents fielding calls in support of the government Reemployment Assistance program. Supervised staff, monitored, coached, and motivated staff toward providing excellent customer service. Prepared and approved timesheets, monitored staff/customer calls, and ensured attendance records were completed in a timely manner. Briefed staff daily on new DEO bulletins. Encouraged continuous improvements.

Director, Customer Service Division 2011 – 2012

Toho Water Authority, Kissimmee, FL

Implemented, directed and organized the activities and operations of the first Authority’s customer service staff. Developed strategic plan for the Division, established goals and performance metrics, lead a staff of 20 employees, and ensured customer billings were correct for 75,000 customers. Participated as a member of the senior executive team for the Authority. Project manager and a member of the selection committee for the Authority’s first billing system. Managed customer complaints by researching and solving all escalated customer issues. Worked directly with the Executive Director and the Board of Directors.

Director, Customer Service Division 1998 – 2011

Anchorage Water & Wastewater Utility, Anchorage, AK

Participated as a member of the senior management team for the Utility. Planned, budgeted, organized, and directed a staff of 44 employees responsible for two call centers, timely billing and collection of 55,000 Utility accounts. Implemented new radio frequency automated meter reading system that increased meter reading efficiency and reduced manning by 75%. Established metrics and training that reduced customer call waiting time to less than 22 seconds per telephone call and reduced accounts receivables to less than 3% outstanding after 60 days.

John J. McAleenan, Jr.

4473 Biscayne Breeze Way Kissimmee, FL 34744 907-***-****

EXPERIENCE Manager, Information Technology Division 1995 – 1998

(cont.) Anchorage Water & Wastewater Utility, Anchorage, AK

Planned, budgeted, organized and directed all Utility information systems to include financial, operational, and geographical information systems, and the Customer Information and Billing System. Participated as a member of the senior management team. Managed the Utility’s $3.5 million IT budget. Developed five year IT Master Plan.

Senior Systems Engineer 1993 – 1995

Lockheed-Martin, Inc., Anchorage, AK

As Program Manager, directed the implementation of the Federal Aviation Administration’s $280 million satellite communications system in Alaska. Driving force in installing the first 10 sites in Alaska on time and within budget. Supervised 14 contractor personnel from five different companies.

Commander, Computer Operations Flight 1985 - 1993

Executive Officer, 1931 Communications-Computer Wing

United States Air Force, Elmendorf AFB, AK

Directed daily operation of all base computer and communication systems. Supervised 203 people in 18 different work centers performing management and control of four information system centers, telephone and office computer systems supporting an operation equivalent to a small city.


Formal Wayland Baptist College, Plainview, TX

Computer Science/Business Administration

BS 1980

Community College of the Air Force

Communications Technology

AAS 1980

Professional Senior-level and Mid-level Management, Professional Military Schools

Technical Strategic Planning and Competitive Assessment Courses, Customer Service Management Skills, Personnel Management, Counseling, and Effective Writing

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