Call Center Customer Service
Resume:
Franco Scalzo
*******@*****.***
Sales and Marketing:
Over 25 years experience in sales, marketing, and public relations within various industries. Dedicated to developing and strengthening work relationships with both internal and external customers. Reputation as a result as a team player.
Professional Experience:
Corefact
CX Account Manager Feb 2021- Present
Spearheaded a program implementation to manage and up sell existing
active and dormant accounts. I sell Real Estate print market for new listings, sold cards; Geo-farming and social media solutions. At the moment there are 12k
Accounts assigned to my individual base with average spending
Of $60k a month. In addition I also manage a Real Estate brokerage with
50 locations in CA, NV and TX.
Tele Performance
Call Center Supervisor 2019-2021
Manage a team of 18-20 employees monitoring their productivity providing technical guidance and staff development. Monitor individual and team results to identify and act on positive and negative performance trends to ensure attainment of revenue goals performance target. Responsible for motivation team member to meet company’s goal providing harmony among workers. In charge of daily team meetings to ensure representatives are fully updated and inform all new information related to products, procedures, company relations, issues, changes or actions. Maintain a detailed and up to date knowledge of company products and escalation path serving as a primary resource in order to assist Team members with technical service and procedural inquiries. Handle and resolve escalated calls and customer complaints
Monitor and evaluate the quality of the Team member’s telephone calls. Participate in routine calibrations with the client to ensure top quality provided and complete customer satisfaction. Attend focus groups with the Call Center Manager, Client Services collaborate goals of improving the account’s overall performance.
Bank Deposit Representative (promoted within six weeks) 2019-2019
Successfully completes all 34 modules for the client regarding bank privacy rules, any fraud, service protocol and MSAT behaviors. Led by example by maintaining 100% perfect attendance through the courses and by following company policies in the Handbook.
Mattress & More 2016-2019
Store Manager
Responsible for service and operations performance of a mattress store, maintaining a high level of customer service and ensuring maximum sales and profitability through merchandise, inventory, expense and loss control.. Maintain all financing contracts for timely payment. Ensures appropriate levels of inventory are on hand to maximize sales. Reviews discrepancies from inventory and make appropriate corrections. Ensures all merchandise is properly racked and tagged. Assists Loss Prevention with inventory and safety audits. Assists in managing warehouse and confirms proper receiving of merchandise. Contacts customers concerning delivery issues. Finalizes delivery tickets on schedule. Oversees warehouse partners gather merchandise for delivery. Ensure that their team is fully trained and develop to best achieve their mission. Manage up to a ten member crew. Sets the schedule for their crew. Hold weekly meetings with their team. Responsible for monitoring all relevant safety programs. Ensure all company programs and processes are being followed. Perform Coaching, administers disciplinary action and provides reviews at least annually.
-Averaging 75K in sales monthly
-Over 810K sales total since September 2016
Charter Communications 2013-2016
Business Relations Specialist
Handle escalations and coordinates with various departments for resolution path. Exceeded quota on sales requirements and upgraded products and services. Act in supervisory capacity for call escalations and present a positive customer experience. Use creative imagery to explain to customers how to troubleshoot equipment and problem solving. Effectively present and discuss Charter products and services. Convey an image of quality, integrity and superior understanding regarding services. Manage customer interactions professionally and efficiently. Effectively address customer questions, complaints and concerns. Remain current and knowledgeable on every aspect of supported product. Facilitate customer issue escalations to local management/support as required. Comply with company and call center policies and procedures. Accurately document customer account records based on actions taken. Perform other duties as assigned.
Charter Communications 2012-2013
Day of Service Representative
Assist on a special project in a call center managing escalated issues from residential customers. Sell upgrade products to existing customers after resolving ongoing issues. Maintain a weekly sales and motivational communique’ for other team members. Report to Day of Service Project Manager and review statistical data of call resolution to up-sell patterns.
Continental Mortgage 2004-2012
Owner
Manage mortgage brokerage firm servicing eight states with FHA and conventional mortgage products. Handle all aspects of running business from payroll to expenses. Create marketing material as well as co-branded material between realtors and financial support team.
Build a loyal group of realtors
Manage a small tea of loan originators
Design a lead mailing system for adjustable rate clients
Maintain all compliance regulations for both Federal and State
New Century Mortgage 2002-2004
Loan Officer
Train with company to originate loans for Alternate A credit and sub-prime loans. Analyze and underwrite mortgage applications. Negotiate terms of loan and review all contract documentation for accuracy and compliance. Discuss process and contract information with customer for understanding and smooth closing
Close over $650,000 in sub-prime loans a month
Maintain a database of leads provided by the corporate office
Build relationships with local realtors and developers
Sprint LTD. 1999-2002
Senior Business Solutions Specialist
Maintain a client base of $2,000,000. Up sold data, local and long distance services.
Presidents Club Winner 1999
Increase revenue by 24% from 1999 to 2001
Maintain customer churn/loss ratio to less than 1% per month
Sprint LTD 1997-1999
Business Solutions Specialist
Contact customers that leave Sprint and provide incentive to return. Review cancelled account to determine reason and recruited new customers to Sprint.
Education:
CRICHTON COLLEGE, Memphis, TN
Bachelors of Science in Psychology
“Seven Habits of Highly Effective People, Louisville,
Skills Summary
-Kentucky and FHA Mortgage Licenses -Microsoft Office
-Series 6 and 63 FINRA Security License -Microsoft Excel & PowerPoint
-Kentucky Life and Health Insurance License -Coordinates and executes special projects
-Customer Service -Recruitment
-Payroll -Marketing Strategies
-Accounting -Negotiates
References Upon Request
Contact this candidate