Newburgh Junction, New York, United States
Customer service oriented operations manager with experience leading large groups to success in results driven environments. Background in supervision, public relations, profit and loss statements, budgeting, franchise negotiations and administration, report preparation and interpretation, marketing and sales goal creation and fulfillment, and general operations management.
Advise private business in all aspects of business operations. Creation and maintenance of expense and capital budgets, review and analysis of profit and loss statements, marketing strategies, billing operations and customer service.
• Evaluated, developed and recommended restructuring of existing customer retention program within the Greensboro Division, developed metrics reflecting an expectation of continuous improvement to monitor performance toward performance targets, and identify areas of opportunity for increasing customer retention rates. As a result of implementing this quality monitoring program, the program showed a year over year increase and had a save rate in excess of 50% in the face of a declining customer base. • Participated in outsourcing the customer retention program, resulting in the diversion of daily calls to a hand picked vendor, which helped enable the Division Call Center to achieve customer service standards. Assisted in developing and implementing critical performance measurements to assist in the management of the Division’s Customer Care Department and ensure the delivery of superior customer service. • Participated in creating and implementing a plan to convert 8 separate call centers into one virtual call center utilizing advanced telephone switch technology, resulting in a streamlining of a single set of processes and procedures for each center, an increase in productivity, and preparation for the eventual consolidation of the department. • Responsible for continual oversight of outsourced call center dedicated to retaining customers that contact the company to disconnect or downgrade their service.
• Evaluated, developed and recommended restructuring of existing customer retention program within the Greensboro Division, developed metrics reflecting an expectation of continuous improvement to monitor performance toward performance targets, and identify areas of opportunity for increasing customer retention rates. As a result of implementing this quality monitoring program, the program showed a year over year increase and had a save rate in excess of 50% in the face of a declining customer base. • Participated in outsourcing the customer retention program, resulting in the diversion of daily calls to a hand picked vendor, which helped enable the Division Call Center to achieve customer service standards. Assisted in developing and implementing critical performance measurements to assist in the management of the Division’s Customer Care Department and ensure the delivery of superior customer service. • Participated in creating and implementing a plan to convert 8 separate call centers into one virtual call center utilizing advanced telephone switch technology, resulting in a streamlining of a single set of processes and procedures for each center, an increase in productivity, and preparation for the eventual consolidation of the department. • Responsible for continual oversight of outsourced call center dedicated to retaining customers that contact the company to disconnect or downgrade their service.
– Burlington, Greensboro, Chapel Hill NC 02/92 – 03-02 • Oversight of fiscal and technical operations for cable television system serving 5,000 to 34,000 customers. Constructed, presented and implemented $16 to $20 million dollar annual budgets. Responsible for developing effective teams and positive relationships with department heads. Consistently achieved monthly operating results within budgeted expense parameters. • Conducted government and community relations. Responded to common inquires or complaints from customers, regulatory agencies or members of the business community. Effectively presented information to upper management, public groups, and employees. • Successfully implemented marketing and sales strategies. • Supervised 50-75 employees, including those responsible for the call center, payment center, dispatch and IT. Responsibilities included working with Human Resources to recruit and hire new employees and ensuring that the necessary skill sets were kept up to date through the identification and development of appropriate training programs. Reported to Vice-President of Operations
Trained in all aspects of Cable Television operation and management,