Customer Service Director
Resume:
Irene Stearn
Morganivlle, NJ *****
*******@*******.***
Qualifications:
• Proven record as turnaround specialist for cost analysis and savings
• Ability to organize difficult situations or environments through computerization and streamlined policies and procedures
• Excellent management skills, including team building, staff retention and training.
• Knowledge of business operations in various industries including telecommunications, insurance and medical. Departments include credit, customer service, accounts receivable, inside sales, fraud and collections.
• Out of the box thinker capable of reducing costs and increasing productivity while maintaining staff
• Ability to research, develop, negotiate implement and manage vendors of products such as credit card processing, credit systems, call center technology, fraud and collection systems
• Proficient in Microsoft office suite and Outlook
Highlights:
• Worked as part of start up team to develop, design, implement and manage customer service, inside sales, credit and fraud departments for the largest wireless company launch in US history
• Through hands on development, cross training and reengineering designed staff for one call resolution and up selling on all customer calls increasing the percentage of up sales from 15% to 40 %
• Reduced fraud losses from 17% of revenue to 1.4% (from $750K/mo to $40K/mo) Resulting in effective departmental turnaround
• Managed 3 separate 24/7 call centers simultaneously each holding a minimum of 100 seats as well as two outsource centers. Consolidated these centers into 3 while maintaining the highest level of customer service by reengineering policies, procedures and training.
• Engineered and directed a reverse sting operation with the Michigan Secret Service designed at uncovering fraudulent agents and wireless activations. This became the largest Secret Service operation to run in Michigan resulting in more than 800 arrests and the redesign of numerous procedures within the corporation. These standardized policies ensured the reduction of fraud throughout the organization.
Professional Experience:
2006-Present Consultant
Stearn Associates, Clark, NJ 07066
• Consulted with major companies, including a one year assignment with Schering-Plough, in all facets of business operations. Some assignments included outsourcing customer service, policy and procedure re-engineering and implementing check and lock box processing.
2005-2006 Director of Customer Contact Programs
Marshall & Swift Boech , Lawrenceville, NJ
• Designed, and implemented policies and procedures in order to increase revenue and reduce expenses including new programs developed to increase sales
• Managed three departments consisting of Customer Service, Surveys and Quality Control. Responsibilities included P & L, budget , recruiting and managing outsource call center to take overflow.
1998-2004 Director of Business Operations
Net2Phone, Inc, Newark, NJ
• Designed, implemented and wrote policies and procedures to develop an in-bound call center (customer service). Through evaluation, training and coaching reduced team turnover to 0% while reducing staffing through implementation of paperless environment.
• Established call center of temporary workers in addition to managing an international center, customer service, inside sales and fraud departments. Total staff over 500.
• In conjunction with marketing and sales, developed new products such as new call plans and services in new countries. Designed and directed the Security Committee consisting of members of all disciplines with the organization in order to correct vulnerable areas of fraud and breaches to security.
1997-1998 Consultant/Product Management,
Lightbridge, Inc, Boston, MA
• Conducted due diligence regarding the purchase of Coral Systems of Longmont, CO, recommending improvements and enhancements to initial offering.
1996-1997 Director of Business Operations
PRIMECO, PCS Westlake, TX (Start-up Company)
• Recruited to assist in start-up of largest wireless company launch in US history. Designed, implemented and managed Customer Service, Inside Sales, Loss Prevention, Credit & Collection Departments
• Developed processes and procedures to ensure a maximum of new activations and retention of accounts with a minimum of losses due to fraud and credit approval.
• Researched, developed, negotiated and implemented systems for customer management, telephone systems, credit, collection and fraud, including a billing, ACD, predictive dialer, profiler, front end subscription fraud and credit products.
1989-1995 Director of Customer Service,
Ameritech Cellular, Hoffman Estates, IL
• Implemented the Customer Service and Collection Departments for the Michigan and Ohio regions, reducing bad debt from 13% to 5% and increasing customer retention by 40%
• Developed an in house credit department further reducing bad debt throughout the organization to 3.5%
• Created the first loss prevention department within the organization directing efforts toward de creasing fraudulent activation from subscription and stolen identity fraud while increasing the quality of direct sales agents.
Education:
BA, Business Management, Roger Smith College, Hackensack, NJ
Memberships
180 – Rape Advocate for Monmouth County, NJ
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