OPERATIONS SPECIALIST (2014 - PRESENT)
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Assistant to the Operations Specialist Manager
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Resolved conflicts with major customer accounts
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Delegated tasks to other members of the GCS Operations Team
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Problem analysis for branch managers across North America
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Direct responsibility of specific major clients accounts, finding solutions,
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Handled the set up of supplies and service procedures of new and unique products (multifunction copiers) in SAP.
CALL CENTER LEAD (2010 - 2014)
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Assisted team with questions or concerns, reviewed and monitored attendance, regularly informed senior management of team and individual progress and concerns
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Assistant to the SAP Operations Manager
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Manage call center workflow – Monitor representatives for telephone availability and strive to maintain service level, with goal of not ready time not exceeding 5 minutes for each call center coordinator
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Delegated special tasks to Service Call Representatives
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Assist call center agents with questions and escalated issues
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Handling escalated issues requested by senior management and personnel from other departments
24/7 TEAM REPRESENTATIVE (2009 - 2010)
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Collaborated with other volunteers for this new team to create new processes for this team.
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Created a two-year 24/7 revolving schedule which fit specific criteria and is used to this day.
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Provided the new 24/7 service to specific clientele, dispatching service technicians and creating new supply orders.
ESCALATION TEAM REP. (2007 - 2009)
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Handling escalated issues submitted by NCSC staff that inbound call center representatives cannot handle, such as mis-shipped supplies, technicians not responding to service requests, customer credits for incorrect charges, processing emergency supply orders
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This position entails superior problem solving skills as well as the ability to work with minimal supervision to resolve especially difficult customer issues
CUSTOMER SERVICE REP. (2004 - 2007)
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Received calls via 1-800 telephone line for machine service requests - dispatched service technicians to customers who needed service and/or repair of MFP (multi-function printer) machines
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Volunteered to become trained as Supplies Representative - trained to place supply orders for customers, as well as continuing to assist the service queue by handling service requests
WORK EXPERIENCE: KONICA-MINOLTA BUSINESS SOLUTIONS
SEPTEMBER 2004 - PRESENT
860 305 9265
LET'S CONNECT
I love what I do and I’d love to share it with you. Send me a message and I’ll get back to you ASAP.
I can now perform maintenance, troubleshoot and do basic copier repair of KMBS products. 12/2017, Number 06AS13611
"No matter where you go - There you are" - Buckaroo Banzi
"There are two things in ordinary conversation which ordinary people dislike - information and wit." - Stephen Leacock
I can now perform maintenance, troubleshoot and do basic copier repair of KMBS products. 12/2017, Number 06AS13611
CENTRAL CONNECTICUT STATE UNIVERSITY, BRISTOL, CT
Computer and Math Sciences, Total Credits Earned 132
1991 - 1996
UNIVERSITY OF MASSACHUSETTS, DORCHESTER, MA
Computer and Math Sciences
1990 - 1991
SHENANDOAH UNIVERSITY, WINCHESTER, VA
Theater major, Computer Science minor
1981 - 1986
WETHERSFIELD HIGH SCHOOL
WETHERSFIELD, CT
Graduated June 1981
EDUCATIONAL EXPERIENCE
PROFICIENCIES
OFFICE / PROFESSIONAL SKILLS
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Customer Service
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Customer Service
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Management
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Operations
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Leadership
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Team Building
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Scheduling
SOFTWARE SKILLS
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SAP
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InContact
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Nice Scheduler
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Google Mail, Drive, Docs, Sheets, Forms, Calendars, Sites, and Slides
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Microsoft Excel and Word
HARDWARE SKILLS
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Computer Hardware and Software Troubleshooting
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Copier and Printer Troubleshooting
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Network System Troubleshooting
NON-WORK RELATED SKILLS
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Stage Magic
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Stage Hypnosis
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Video Scripting, Filming, and Editing
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Writing Fiction
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Comedy Improv and Stand-Up.
STORE MANAGER (1984 - 1988)
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Opened new successful branches
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Improved revenue and employee performance to each store I managed
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Managed, scheduled and fostered teams of five to ten people to achieve store success
WORK EXPERIENCE: DREAM MACHINE
MARCH 1984 - DECEMBER 1988
NETWORK ADMINISTRATOR (2000 - 2003)
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Designed programs that created mandatory forms and updated databases.
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Maintained the new TCPIP token ring system
SALES AND SERVICE CALL REP. (1989 - 2000)
Received three awards for “Excellent Customer Service”
Recognized as one of the top fifty salespeople in the New England Area
WORK EXPERIENCE: VERIZON
JUNE 1989 - NOVEMBER 2003
ABOUT ME
I was born and raised in Connecticut. Though I've lived here for most of my life, I've experienced and learned quite a lot. Besides my day job, I've also performed stage hypnosis and stage magic, stand-up, and improv comedy. I have been published and I've won an award for a national commercial.
I have a wife, an adult son and a cat.
 Mel and Frank and Dex |  Frank and Mel |  Me |  Joe, Frank, Keith, Dad |  Joe |  Dexter |
|---|
PROFESSIONAL OUTLOOK
Experienced, creative call center specialist and operations professional with over 25 years of experience and over ten years of call center operation experience. A fast thinker, quick-witted, an analytical mind with excellent verbal and writing skills that culminate into the ability to communicate articulately and persuasively. With the talent to manage unpredictable problems efficiently and expeditiously.
OTHER EXPERIENCE
STAGE PERFORMER (2000 - 2005)
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Performed stand up comedy, improv comedy, stage magic and stage hypnosis for various venues across Connecticut, Rhode Island, and Pennsylvania