Call Center Operations Manager

ERIC STEINBERG

** ***** *****, ************, ** *8691, 609-***-****, ***************@*****.***

SUMMARY

Highly dedicated sales and service professional with excellent problem solving, organizational and analytical skills. Utilize leadership, communication and interpersonal skills to meet and exceed goals and expectations. What differentiates me from others is my passion, drive to succeed, and extreme sense of urgency.

EXPERIENCE

2015 TO PRESENT

Industrial Inspection & Analysis (IIA)

Manalapan, NJ

BRANCH OPERATIONS MANAGER

Establish and maintain relationships with 1500 Fire Chiefs and personnel in the fire protection industry

Thorough knowledge of salesforce.com and QuickBooks software used to enhance the customer experience

Oversee and motivate nine crews that travel from Maine – Florida and an office staff

Intermittent site trips to motivate / coach supervisors and crew members

Create quotes, route and schedule jobs for each supervisor and crew

Responsible for customer and vendor relationship management

Follow up with fire department after testing to ensure a successful experience and maintain working relationship

Ensure profitability by monitoring cashflow through each invoice created, responsible for accounts receivables

Liaison to internal departments within IIA ensuring KPI’s are met

2011 TO 2015

Cory Home Delivery

Langhorne, PA

MANAGER

Provide onsite support for a major furniture retailer while managing a dispatch team and driving teams

Responsible for supporting nine retail stores, a direct marketing group, and a children’s division of furniture

Create routes for driver’s while consistently adding and postponing deliveries for customer to maintain a high level of customer satisfaction

Navigate through the AS400 to route and schedule deliveries

Consistent communication throughout the day to warehouse personnel and provide feedback when needed

Supervise driving teams daily at morning load outs to ensure daily success

2009 TO 2012

Staples

Hamilton, NJ

COPY AND PRINT SALES MANAGER

Increased sales each year by 15% managing a Staples Copy and Print Shop

Sustained a 90% customer satisfaction rating while delivering quality products and services to clientele

Coached and supported Copy and Print team on customer development, sales growth, and sales techniques

Met productions deadlines and delivered quality work in order to sustain success customer relationships

2007 TO 2009

Standard Register

Trevose, PA

ACCOUNT RELATIONSHIP MANAGER

Increased sales growth on customer account from 1.8 million dollars in sales to 2 million dollars in one year

Held weekly meeting with project teams, prepared progress reports towards objectives

Sustained relationships with client working on site and supported 550 franchisees

Prepared weekly inventory reports and database management through mainframe and use of MS excel

Coached and educated call center representatives on product releases and client initiatives

2001 – 2007 Toys R Us Toms River, NJ

SALES AND SERVICE MANAGER

Responsible for overseeing front end operation and receiving area of a $17 million a year location

Utilized AS400 to order product and assist customers

Hired and trained several department employees in order to sustain and grow business

Exceeded sales and customer service goals by consistently working with front end and floor associates

Worked with receiving associates nightly to check in store merchandise and maintain an accurate inventory

Marketed store by utilizing point of purchase sales tools and setting the sales floor in each department

EDUCATION

1999 TO 2001

Kean University

Union, NJ

B.S. MANAGEMENT SCIENCE

Dean’s list recipient

3.5 GPA

REFERENCES

References available upon request

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