Lynbrook, New York, United States
- over 10 years managing a > 1 million dollar departmental budgets - thought leader consistently brought in on new company initiatives to help mold them to successful implementation - strong organizational, analytical and managerial skills
• Manage staff of approximately 35 full-time customer service representatives handling both incoming and outbound calls for contract clients with emphasis on meeting stringent time-critical service delivery • Work directly with Operations Directors in multiple geographic turnout locations to ensure highest levels of response time/deployment and achieve constant performance improvements and efficiencies • Responsible for key clients, meeting regularly to build client relationship, retention, while troubleshooting concerns and assessing evolving needs to ensure optimal service delivery • Played an instrumental role in acquiring and integrating what are now Hunter’s two largest clients in their NYC division. • Implemented wide range of operational changes, such as designing and implementing a company-wide phone system upgrade, linking our previously disconnected four locations. Also created a mechanism to automatically supply reports/information both internally and to our clients. Making Hunter both more efficient as well as more valuable to our clients • Designed multiple call centers to handle phone center operations for our ambulance, hospital transport management, and paratransit divisions. Design included multiple aspects such as call routing, productivity measures, and ‘disaster survivability’.
Lead all aspects of customer service operations, fleet deployment and key client relationships, utilizing data and analytics to improve logistics for largest provider of emergency medical transportation in the New York City, serving 1000+ patients daily. • Manage staff of approximately 50 full-time customer service representatives handling both incoming and outbound calls for contract clients with emphasis on meeting stringent time-critical service delivery • Responsible for all analytics and execution on fleet depth and deployment, utilizing a variety of criteria and technology initiatives to evaluate most efficient and effective strategies for fleet management • Work directly with Operations Directors in multiple geographic turnout locations to ensure highest levels of response time/deployment and achieve constant performance improvements and efficiencies • Responsible for all key clients, meeting regularly to build client relationship, retention, and share of mind, while troubleshooting concerns and assessing evolving needs to ensure optimal service delivery • Implemented wide range of operational changes, such as readiness to work and preparedness equipment planning with base crews, resulting in greatly enhanced productivity and operational efficiencies • Redesigned phone center operations, sourcing and implementing new turnkey system; redesign ranged from new call routing protocols through training and software implementation; introduced range of new productivity tools to measure and improve response times, such as creating client-specific metrics to enhance performance with key accounts
Primary responsibilities included managing the long-term relationship with the client base. This included hiring, training, and growing a technical support team that handles technical issues, configuration problems, and application training/follow up. Additionally, I was responsible for providing seminar content for our annual user conference (which grew during this period from 75 attendees to over 300). o Created and managed the support department for a software development company providing computer solutions to the EMS Industry. o Received extremely favorable (above 90%) ratings in all customer satisfaction surveys. o Implemented proactive customer support initiatives that increased customer satisfaction while reducing support workload. o Increased individual support technician efficiency o Enacted a new methodology for deployments that increased the percentage of work done at the main office (as opposed to being onsite) which increased profitability by 15% o Introduced cross training between Deployment and Support that enabled the savings of two FTEs in its first year. o Received extremely favorable (above 90%) ratings in all customer satisfaction surveys.