Call Center Product Manager

ERIC PAVONE

Franklin Park Illinois ***** 773-***-**** ****.******@*****.***

WORK EXPERIENCE

PEERLESS-AV Aurora, IL

Product Manager Sep 2018 - Jun 2025

Spearheaded the development of standardized dvLED solutions, resulting in a 40% reduction in deployment time and enabling seamless scalability across multiple indoor and outdoor signage projects. Managed over 150 custom signage requests annually, customizing innovative display configurations that increased client satisfaction scores by 35% and boosted repeat business. Collaborated with cross-functional teams to optimize the dvLED program workflow, increasing project completion efficiency by 25% while maintaining high-quality standards for diverse signage applications. Multi-Channel Representative / Peer Tech Pro Sep 2018 - Sep 2021 Streamlined support processes for Elite Partner Representatives by integrating cross-functional teams, leading to a 35% reduction in issue resolution time and enhanced partner satisfaction scores. Delivered technical expertise and systems training to over 150 Elite partners annually, resulting in a 20% increase in first-call resolution rates and improved operational efficiency. Collaborated with multiple departments to develop tailored support solutions that increased partner retention by 15%, while reducing escalations related to technical issues by 40%. ADVOCATE Rosemont, IL

Contact Center Supervisor May 2018 - Sep 2018

Oriented, trained, and mentored a team of 15 Contact Center Representatives, resulting in a 20% improvement in appointment scheduling accuracy and a 15% reduction in resolution times over six months. Developed comprehensive annual performance plans aligned with company policies, leading to a 25% increase in staff productivity and achieving consistent compliance with quality standards. Inspired and guided team members through targeted coaching sessions, boosting overall customer satisfaction scores by 18% while maintaining high follow-up rates on inquiries and requests. COMCAST CABLE COMMUNICATIONS Oak Brook, IL

Inbound Sales Supervisor Sep 2012 - Oct 2017

Analyzed sales and quality data to develop targeted coaching strategies, resulting in a 15% increase in team productivity and a 20% improvement in customer satisfaction scores within the first six months. Led multiple call center initiatives and projects that drove operational efficiencies, contributing to a 12% growth in inbound call volume capacity while maintaining service quality standards. Orchestrated the New Customer Experience rollout by mentoring supervisory teams through operational enhancements, which elevated overall profitability by 10% and earned recognition as Top 1 division performer in 2015.

Sales Representative Sep 2010 - Sep 2012

Managed an average of 150 incoming sales calls weekly, promptly addressing customer inquiries and establishing tailored service solutions that increased customer satisfaction scores by 20%. Achieved a 30% boost in closed sales by efficiently qualifying leads during initial calls and upselling additional services, contributing to a $1.2M revenue increase annually. Reduced average handle time by 15% through streamlined call protocols and active listening techniques, resulting in faster issue resolution and improved team productivity metrics. EDUCATION

Devry University Addison, IL

Associates Degree: Web/Graphic Design

SKILLS & INTERESTS

Skills : Call Observation & Feedback, Team Supervision, Interpersonal Skills, Analytical Skills, Coaching & Mentoring Skills, Problem Solving, Sales Operations, Verbal/Written Communications, Policy Compliance, Relationship Management, Time Management, Customer Service, Microsoft Office Suite, Medallia (for NPS), Salesforce, CSG Billing System, SAP, OTCS/IDX, Verint, InfoQuest

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