resume f unfassing

FREDERIC UNFASSING

917-***-****

One East Mill Drive • Great Neck, NY 11021

Experienced professional with expertise in project and personnel management, training coordination and quality initiatives. Dedicated hands-on administrator recognized for procedural development and refinement, organizational skills in fast paced customer service and collections environments.

PROFESSIONAL HISTORY

Debt Recovery Solutions, Westbury NY 2002-2009

Operations Manager

• Responsible for the scheduling and quality of service provided by an average of 30 collections representatives on two shifts in a multiple client collection agency.

• Created comprehensive training manual and scripts improving productivity and collection efforts by more than 10% for both inbound and outbound efforts.

• Analyze daily, weekly and monthly production detail reports for problems, trends and corrective recommendations for a 2,000 call per day ACD environment.

• Developed a quality monitoring program using taped calls to improve quality of collections initiatives and reduce escalated complaints.

Card Works Services, Woodbury NY 2000-2004

Inbound Call Center Supervisor

• Responsible for the scheduling and quality of service provided by an average of 40 collections and customer service representatives in an ACD environment.

• Managed the off-hour help desk that handles representatives’ questions, complex collection account resolution and escalated inbound calls.

• Provided training and scripts for new product rollouts and monitor calls for specific issues for multiple credit card companies.

• Analyzed daily, weekly and monthly production detail reports for problems, trends and corrective recommendations for a 7,000 call per day call center.

Standard Data Prep, Amityville NY 1998-2002

Operations Manager/Client Services Administrator

• Responsible for informational distribution and workflow coordination between four departments and four facilities in a marketing research support environment.

• Successfully handled daily transactions via telephone, email and internet for more than twenty major accounts.

• Created individual training guidelines for more than forty projects, eliminating employee downtime and increasing productivity.

• Determined staffing requirements and prepare advertisements and telephone screening scripts for all vacancies.

Volt Information Sciences, Syosset NY 1987-1998

Quality Assurance Manager/Major Account Administrator

• Managed daily allocation of personnel assignments for up to 70 employees, on two shifts in to assure the maintenance of quality and accuracy of the Bell Atlantic Yellow Page advertisements for the northeast region.

• Responsible for: development and implementation of personnel evaluation procedures, product quality and general office policies; interviewing, training and staff development; coordination of interactions between seven departments and four facilities.

• Met strict production, turnaround and accuracy objectives on a consistent basis resulting in yearly 15% decrease of customer error claim adjustments.

EDUCATION

B.S. Computer Science, Brooklyn College, Brooklyn NY 1987