Customer Service Sales
Resume:
Michael G. Neiffer
*** *** **** ***** *********, PA 19464
**************@*******.***
PROFILE
A strategic Senior Operations Manager focused on developing and implementing forward-thinking business strategies and solutions that drive operational efficiencies and continuous improvement. A customer-centric professional with exceptional problem solving skills along with a dedication to cross-functional collaboration. A track record of building and sustaining long-term, high-value business relationships. Areas of expertise include:
• Operational Efficiencies
• Benchmarking / Best Practices
• Profit / Loss
• Talent Acquisition
• Employee Engagement
• Performance Management
• Negotiations
• Call Center Technology
• Training and Development
EXPERIENCE
MEDRISK, INC., King of Prussia, PA (2009-2011)
Director of Operations, Customer Contact Center:
• Demonstrate exceptional leadership of Customer Contact Center through oversight of multiple locations engaged in telemarketing, referral intake, data entry, scheduling, bill review, and customer support.
• Draft and execute client-specific service level agreements and partner with client-liaisons on program enhancements and long-term service strategies.
• Shepherded enterprise-wide transition project from organization’s legacy customer interface system to cutting edge cloud-based CRM technology.
• Established department’s first quality program and collaborated with telephony vendor on call reduction strategies.
• Created and launched first 4-day work week schedule and call center telework programs.
• Improved call center performance by 53% during first year of tenure.
• Reduced scheduling turnaround time and referral to turnaround time by 41% and 37%, respectively, in first year of tenure.
• Lowered staff turnover from more than 90% to less than 17% in first 12 months of tenure.
• Championed successful department-wide cross-training program, resulting in significant improvement in call coverage.
AETNA, Blue Bell, PA (2004-2009)
Head of Behavioral Health Customer Operations:
• Spearheaded operational efficiency for multi-site call center operations supporting HMO, traditional, and Medicare business with more than 14 million members.
• Designed and enhanced service infrastructure and service initiatives, and drafted annual business plans, staff plans, and budgets.
• Improved complaint resolution from 22% to 97% in 2 years.
Michael G. Neiffer – Page 2
• Created Career Path Progression program for customer service staff, resulting in significant reduction in rate of attrition
• Acted as Operations Lead for Magellan-Aetna transition, ensuring seamless staff transition from 3 divisional sites.
• Orchestrated roll-out of Best Services Routing Application program, facilitating reduction in divisional staffing of 22%.
The Philadelphia Zoo, Philadelphia, PA (2003)
Director of Sales Operations:
• Provided outstanding management of multiple sales divisions while directing staff focused on sales and renewals of Zoo memberships involving more than 55,000 customers and annual revenue of $4.6M.
• Developed and delivered training programs for sales and customer service staff.
• Facilitated sales increase of 86% and close ratio increase of 124%.
Harleysville Insurance, Inc., Harleysville, PA (1999-2003)
Manager, Call Center Operations:
• Drove call center to world-class performance while controlling budget of $3.8M.
• Delivered company’s first multi-purpose customer support call center, expanded staff to 50+, and drafted high-impact training and quality assurance program for Customer Support Division.
• Oversaw consolidation of regional customer support units, resulting in service level increase of 55% while delivering 30% staff reduction.
CellularONE/Comcast Cellular Communications, King of Prussia, PA (1995-1999)
General Manager, Sales Operations & Support:
• Provided product fulfillment, quality control, infrastructure support, and budgeting for telemarketing, direct and corporate sales, and retention channels to include oversight of staff of 150.
• Met or exceeded sales targets for 39 consecutive months while elevating close ratio by 130%.
• Drove sales increase of 500% and revenue-per-subscriber increase of 225%.
EDUCATION & PROFESSIONAL TRAINING
MBA, Saint Joseph’s University, Philadelphia, PA
BA, Economics, Dickinson College, Carlisle, PA
The Service Difference, Achieve Global
Disney Approach to Managing Creativity & Innovation, Disney Institute
COMMUNITY INVOLVEMENT
President, Board of Directors, Pottsgrove School District; $58M Budget (2006- Present)
• Vice President (2004-2006)
• Board Member (2001-2004)
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