Leon J. Cato

**** ******* ***** ********, ** ****1

Cell: 614-***-****

GOAL-DRIVEN MANAGEMENT PROFESSIONAL WITH EXCEPTIONAL EXPERTISE IN TEAM MOTIVATION AND PROCESS IMPROVEMENT

OBJECTIVE:

To find a management role within an organization that will allow me a chance to grow with the company.

CERTIFICATIONS AND PROFFESSIONAL TRAINING

LEGENDARY CUSTOMER SERVICE TRAINING

Columbus State Community College, (October 2017)

Awarded, Certificate of Completion

SUMMARY:

PROFESSIONAL HISTORY

2010 to Present

Independent Business Owner

Bid point

Media and Direct Marketing for Avion Energy Group

Provides business solutions for organizations to reduce cost and improve efficient of bottle line in the areas of waste and recycling. Energy procurement and merchant services.

2005-2010 OSI Dublin, Ohio Collection Supervisors

• Supervise team of 24 Collections representatives, responsible for tracking attendance and administering corrective action.

• Responsible for day to day operations of business-coaching, monitoring calls, distribution of new business accounts, tracking and report daily and monthly performance to the client.

• Assist with the internal and external hiring process by interviewing prospective candidates and make hiring recommendations.

• Participation in focus group to realign our business focus to make sure Supervisor group were aligned with the corporate goals.

• Responsible for “Second Voicing” account to ensure the completion of the commitments

2004-2005 Orchid Gene Screen Dayton, Ohio Call Center Operations Manager

• Supervise team of 10 Customer Care representatives, 2 Supervisors and 4 admin assistants

• Responsible for creating the 2005 P&L statement

• Responsible for managing cost on a daily, monthly and yearly basis by making sure that department was achieving service level and ASA goals to ensure client expectations were being meet

• Responsible for Marketing and website optimization to maximize sales opportunities

• Responsible for reporting monthly performance to Executive Director as it related to P&L statement

• Responsible for creating call model to ensure calls were being properly handled to increase the productivity and efficient while maintaining a high level of quality assurance

• Developed pie charts to better understand the role of supervisor and how time was being spent as related to representatives

• Responsible for the internal and external hiring process by interviewing prospective candidates and make hiring recommendations

2001-2004 Verizon-Wireless Dublin, Ohio Customer Care Supervisor

• Supervise team of 17 Customer Care representatives, responsible for tracking attendance and administering corrective action.

• Successfully implemented Operation Review at the representative level to ensure care reps are engaged in the needs of business and understanding the impact of their performance.

• Assist with the internal and external hiring process by interviewing prospective candidates and make hiring recommendations.

• Flexible and adaptable to changing needs of the business by working on special projects such as “ACE” Committee, Soft Key development team, Escalated Call Committee and Transactional Surveys team.

• Successfully meet 80% success ratio in 12 out of 12 months in 2002 as well as being a meets expectation in each of those months

• Developed and implemented call escalation queue to help meet service standard goals and provide reliable system for internal support while reducing hold time of representatives

• Developed pie charts to better understand the role of supervisor and how time is being spent with as related to care representatives

• Participation in focus group to realign our business focus to make sure quality assurance and Supervisor group were aligned with the customer expectations.

1996 – 2001 Merck-Medco Rx Services Columbus, Ohio Customer Service Supervisor

• Supervised team of 24 Customer Service representatives, responsible for tracking attendance and administering corrective action.

• Facilitated on-going discussions with Customer Service Representatives regarding performance by monitoring calls, coaching, and writing monthly growth plans focusing on quality, productivity, and attendance.

• Participated in weekly finance calls with Corporate Customer Service and Marketing to discuss weekly performance and objectives.

• Assisted with the implementation and on-going support of the Outbound calling program to help meet Mail Service penetration goals.

• Assisted with the on-going support and start-up of new client initiatives, such as Medicare COB, by working directly with Account Management, Marketing and Corporate Customer Service.

• Developed standard “New Hire packet” for all new Customer Service representatives that was implemented in all Call Center sites.

• Developed guidebook to explain Standard Operating Procedures, contact information for other Merck-Medco sites and services, and protocol information for Customer Service reference.

• Responsible for the internal and external hiring process by interviewing prospective candidates and make hiring recommendations

1995 – 1996 Custom Cellular Communications Columbus, OH Sales Manager

• Facilitated start-up of new cellular company, responsible for hiring and training staff of 22 employees.

• Resolved all escalated billing disputes, equipment concerns, and quality of service issues, resulting in lower deactivation rates.

• Conducted weekly sales meetings to discuss overall company performance, initiatives, and assigned weekly areas for improvement, resulting in increased sales and employee satisfaction.

1990 – 1995 CUC International Westerville, Ohio

Sales Supervisor

• Supervised team of 16 representatives, responsible for coaching, tracking sales, attendance, team meetings, and administering corrective action, resulting in the top sales team in the department for eight consecutive months.

• Focused on member retention with a team average consistently 10% above the department goal and 12% above the department average.

• Developed and implemented self-directed work teams, resulting in empowerment of representatives to make decisions, resulting in faster turnaround and increased member satisfaction.

• Responsible for the internal and external hiring process by interviewing prospective candidates and make hiring recommendations

1990 – 1991 Shively and Cross Marketing Columbus, Ohio

Telemarketing Supervisor

• Supervised staff of 20 telemarketing representatives.

• Trained and developed all new hire staff, as well as follow-up coaching and performance evaluations.

• Oversaw daily production totals and set daily, weekly, and monthly goals to meet the company objectives.

• Responsible for the internal and external hiring process by interviewing prospective candidates and make hiring recommendations

1987 – 1990 United States Navy USS Barnstable County

Petty Officer, Third Class

• Supervised crew of 40 seaman recruits and seamen apprentices.

• Managed daily responsibilities and assignments for maintenance and special duties as assigned, resulting in three promotions in a three-year period with increased responsibility.

• Organized safety training for all men in our division to ensure compliance with safety regulations and minimum training/drill requirements.

EDUCATION

Bachelors of Science in Agriculture, Business and Applied Economics 2002-2009, The Ohio State University

REFERENCES Available upon request

Contact this candidate