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Work Background
SmartEquipDirector Customer Support
Jan. 2020Norwalk, Connecticut, United StatesOversee and manage tasks and activities of Customer Support Representatives ensuring timely and accurate response to inquiries, information, and related requests.
Setting individual goals/metrics for the department and team members related to call/ticket volume in accordance with our SLA’s.
Develop and implement methods/procedures for monitoring work activities with an emphasis on ensuring the appropriate communication with key stakeholders throughout the process.
Monthly One on One meetings with Staff to recap the Previous Months KPI’s
Oversee the set-up of new accounts and maintenance of customer account information within internal and external systems.
Participate in cross functional communications with demand, supply and production planning.
Lead regular calls with key accounts to discuss current issues and business.
Sequel InternationalDirector: Global Customer Service
Nov. 2015 - Aug. 2019Norwalk, CTDirect the daily work and activities of US and Canadian Contact Center staff comprised of 42 employees including US Warehouse Distribution and Order Management Liaison between International Distributors and Manufacturing for Spare Part Requirements Scheduling and Routing of all US Sales Orders leaving Warehouse Oversee the full scope of logistics for repairs and returns, including inventory and scheduling Prepare and submit financial reports and budgets for three different departments at the facility Working collaboratively with finance, marketing, and planning personnel across various levels in the organization in domestic and international businesses Led Cross Functional team encompassing data collection, data quality, product and development Monthly One on One meetings with Staff to recap the Previous Months KPI’s
Sequel InternationalCustomer Service Manager
May. 2006 - Oct. 2015Norwalk CTDirect the daily work and activities of a staff comprised of 22 employees, including a call center
Oversee the full scope of logistics for repairs and returns, including inventory and scheduling
Prepare and submit financial reports and budgets for three different departments at the facility
Monitor staffing requirements, and recruit, train, and mentor new employees as necessary
Manage a 3rd Party Corporate Social Responsibility (CSR) group that is located in Canada
SequelDirector of Global Customer Service
May. 2006 - Aug. 2019Norwalk CT
Davidoff of GenevaInside Sales Manager
Jan. 2006 - Apr. 2006Stamford CTManaged all operations for the inside sales department, as well as the lead generation process
Developed a solid inside sales and lead generation team that consistently exceeded sales goals
Provided continual coaching for existing Account Executives, and training for new representatives
Worked closely with the Human Resources department to determine appropriate staffing levels
Monitored and reported on sales metrics, and managed the full scope of sales administration
Conducted interviews, orientations, and performance reviews, and carried out disciplinary actions
Ensured accurate information was captured in customer relationship management (CRM) system
CovidienCustomer Logistics
Mar. 2003 - Nov. 2005Norwalk CTDirected logistics for leading manufacturer of medical devices, including 65 seat call center
Provided training to all Customer Service Representatives on Pain & Ablation products
Managed relationships with Radionics and Valleylab Pain & Ablation and Neuro dealers
Administered dealers’ orders, scrub billings, consignment billings, and product returns
Coordinated consignment transfers and cleanup for all Valleylab sales representatives
Maintained sales representatives customer base, and provided sales quotes when needed
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