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Work Background
Millennium Systems InternationalDirector of Business Support
Jun. 2022Parsippany, New Jersey, United States
Millennium Systems InternationalBusiness Support Manager
Sep. 2018 - Jun. 2022Parsippanny, NJ
Bare NecessitiesDirector of Customer Service
Jan. 2017 - Sep. 2018Edison, NJ• Managed staff of 17 Customer Service Representatives, that handle incoming phone calls, chat, email and fraud.
• Develop and track KPI’s for monthly dashboard.
• Participate in weekly and quarterly Strategic Planning meetings focused on company goals.
• Developed internal training programs for new hires.
• Developed monthly coaching program for all team members to reinforce policies (guidelines) on our customer experience.
• Developed personal dashboard with each team member of their monthly statistics. • Prepare reports and data analysis to improve productivity.
• Strong operational experience in problem solving, route cause analysis to correct and prevents future issues to ensure an excellent customer experience.
• Manage outsource teams for phone and chat afterhours. • Excellent organizational, communication and leadership skills to motivate and promote outstanding service in a team environment.
• Highly flexible with a strong commitment to a deadline-oriented environment.
• Established strong collaborative working relationships with internal constituents whose support is critical in ensuring successful operational performance.
The RealRealDirector of Consignor Relations
Oct. 2015 - Jan. 2017Secaucus, New Jersey• Managed staff of 12 Consignor Relations Specialists.
• Develop and track KPI’s, develop and lead projects to improve consignor relations operations and exceed consignor expectations.
• Developed internal training programs for new hires and to reinforce policies (guidelines) for existing team members. • Ability to prepare reports and data analysis to improve productivity.
• Strong operational experience in problem solving, route cause analysis to correct and prevents future issues to ensure an excellent consignor experience.
• Excellent organizational, communication and leadership skills to motivate and promote outstanding service in a team environment.
• Ability to inspire, implement and execute new processes and procedures effectively. • Highly flexible with a strong commitment to a deadline-oriented environment.
• Reduced phone abandon rate from 80% to less than 4% within 60 days. • Improved email turnaround time from 10 days to 24 hours within 86 days without the addition to the team.
Bulbrite IndustriesSenior Customer Relationship Manager
Dec. 2010 - Oct. 2015Moonachie, NJ• Develop and track KPI’s, develop and lead projects to improve customer service operations and exceed customer expectations.
• Developed internal training programs and associated materials to train the CR team on light bulbs and solutions for our customers. Developed an exam to have the team certified on our products.
• Strong operational experience in problem solving, route cause analysis to correct and prevents future issues to ensure an excellent customer experience.
• Excellent organizational, communication and leadership skills to motivate and promote outstanding service in a team environment.
• Strong knowledge of all customer service operations; order processing, invoicing, claim processing, call management and administration.
• Strong analytical skills, with experience managing employee metrics and reporting.
• Ability to inspire, implement and execute new processes and procedures effectively. • Enhanced customer service for customers through contact center process improvements and web-based customer portal. • Established strong collaborative working relationships with internal constituents whose support is critical in ensuring successful operational performance.
• Partnered with leaders across the organization (Product, Technology, Marketing, Distribution and Operations) to ensure that everyone understands the effects of all company initiatives as they impact customer satisfaction. • Worked with technical support to maintain and continuously improve the customer support platforms we employ, and seek out the most current and effective solutions. • Partnered with the sales team and management to continuously evaluate our platform and current marketplace best practices to ensure we provide the most satisfying customer experience possible, while optimizing sales (upselling) to assist in helping to hit revenue goals.
• Participate in weekly and quarterly Strategic Planning meetings focused on 1, 2 and 3 years company goals.
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