CALL CENTER MANAGEMENT / FINANCIAL MANAGEMENT Customer Service Operations / Team Training & Technology / Budget & Financial Analysis
Track record of success building and leading organizations which focus on client needs, voice of the customer, and core competencies. Maximized productivity, accuracy and profitability, while enhancing problem resolution in a Technical Call Center environment. Provided a stimulating atmosphere in which to achieve total quality and customer satisfaction. Able to quickly grasp an understanding of the issues impacting an organization’s internal operations success, and immediately implement the strategic and tactical changes necessary to achieve performance goals. High energy visionary, with keen perception and understanding of business development through implementation of agile business practices grounded in continuous improvement concepts. BS/MBA.
PROFESSIONAL EXPERIENCE Kraft Foods North America FKA: Nabisco Brands/Philip Morris Wilkes-Barre, Pennsylvania•••••••••• - ••••• “The Wilkes-Barre Facility with (•••••) employees is a Key Administrative Center Providing Support of Accounting/Finance, Customer Service, Sales, and Information Technology Services for This Data Center, Global Manufacturer, & Distributor of Food Products.”
Call Center Manager•••••••••• - ••••• National Help Desk Manager, responsible for directing a Team of (•••••) direct reports and (4) Contractors providing IS/IT on-going support to •••••+ Facilities throughout the US & Canada with more than •••••,••••• employees. Ensure Corporate and Government Compliance. Manage & participate in projects for IS/IT related support including application and work station deployments. Manage $•••••M budget. Implemented development plans, training/skill development, and performance appraisals. Multiple platforms (Mainframe/AS•••••/PC-Network), and as well as Custom/Standard Software and tools such as Oracle, SAP, SQL, and various operating environments. Projects include upgrading of applications and setup of new PC hardware, software and standards for version commonality and customer education. Consolidated three business segments into one and assumed leadership. Transitioned process & procedures from knowledge base support to scripting support. Member of HDI – Help Desk Institute & SSPA – Software Support Professional Association. Migrated problem management software from “Remedy” to Peregrine’s “Service Center”.
Help Desk Manager•••••••••• – ••••• Directed a Team of (•••••) Technical Support Staff and (5) Contractors providing IS/IT help Desk and related support for •••••,••••• employees in the US, Canada and Spain/Portugal. Began with •••••people providing call screening •••••hours per day to the establishing of a knowledge-based •••••/7 support. Single Point of Contact (SPOC) for IS/IT support related matters. Benchmarked for “Best in Breed” with Gartner, Inc. and META Group. Integrated (•••••) business acquisitions into centralized support. Continuously improved first call resolution and customer satisfaction. Migrated Canadian and Spanish customers to US support. Authored Business Continuity plan for Help Desk remote "Hot Site". Transitioned Level••••• support to knowledge-based support with (4) Business Segments and Specialty Agents and as Subject Matter Experts (SME). Created & distributed Dashboard, as well as daily status reports & Service Level Agreements (SLA) throughout the IS/IT and business communities. Migrated from Infoman to Remedy’s “Action Request System.” Led Help Desk Outsourcing study that eventually diverted Desktop support calls to Vanstar/Inacom. Relationship Manager with Vendor to monitor performance metrics and enforce SLAs. Insourced same calls within one year due to poor SLA performance and need for cost reductions.
Senior Financial Analyst ••••• - ••••• Managed finances and budgets for the $•••••M Nabisco Global Data Center in Wilkes-Barre Pennsylvania serving facilities Worldwide. Successfully re-negotiated software licenses with (•••••) Vendors saving over $••••• Million. Vendors included IBM, Computer Associates, BMC, SAP and others. Relocated Budget & Finance section from New Jersey to Wilkes-Barre with (•••••) personnel.
Credit Services Manager ••••• - ••••• East Hanover, NJ & Wilkes-Barre, PA Managed (3) Credit & Collection professionals with responsibility for extending credit and collecting accounts receivable in a decentralized environment. Evaluate company financials of Commodity Vendors, Contract Manufacturers’ and other suppliers, both Public & Private, to ascertain balance sheet stability and payment histories. Significantly reduced DSO (Days Sales Outstanding) and uncollectibles, improving cash flow.
Kidde, Inc. Corporate Headquarters Saddle Brook, NJ•••••••••• - ••••• “A $••••• Billion Conglomerate with more than (•••••) locations globally.” Credit Analyst – Treasurers Staff Responsible for the audit of accounts receivable predominately for USA operations in a centralized accounting/finance environment. Spent three months in Brussels, Belgium directing the sell-off of A/R for the Victor Business Machine Company. Traveled •••••%. Transitioned Credit Departments as a member of due diligence team during acquisitions and divestitures.
Pentel of America Torrance, CA•••••••••• - ••••• “ A $••••• Million Global Manufacturer & Distributor of Writing Instruments with USA Sales of $•••••M and Facilities in California, New Jersey and Illinois. USA Headquarters in California and Globally in Japan. Inventor of the Felt Tip and Roller Ball Pens.” Accounting & Credit Manager Began as an accountant and quickly promoted to Manager responsible for a Regional Office and staff of (6) Clerical employees. Areas of management included accounts-payable, accounts-receivable, sales accounting, data entry and collection. Report to Japanese company officer Established local business practices and communicated to Japanese management.
Master of Business Administration•••••MBA Marywood University Scranton, PA Concentration in Finance & Investments, •••••
Bachelor of Science•••••BS University of Dayton Dayton, OH Major: Management, ••••• Minor in Psychology
Project Management Certification, George Washington University, Washington, DC, in •••••
PERSONAL DEVELOPMENT & AFFILIATIONS
Abington Area Joint Recreation Board, •••••—Present and Chairman •••••Present Abington Youth Basketball League, ••••• Commissioner Abington Area Girls Softball League, •••••, President ••••• Healthy Communities/Health Youth Initiatives of the Abington’s, •••••