Jerry Weinberger
Call Center/Customer Service Executive
Professional Status
Unemployed
Available
About Me
CALL CENTER/CUSTOMER SERVICE MANAGEMENT: Accomplishments in all aspects of call center management: quality processes, employee management/training, human resources, technology, budgeting, financial planning and strategic planning. Represent and communicate the voice of the customer to everyone within the enterprise, influencing company leaders when required. Responsible for single site call centers up to 600 CSRs, and multiple site call centers with a total of over 2,000 CSRs including inbound/outbound customer service, sales and telemarketing. Achieved numerous successes by utilizing effective, creative techniques to establish and maintain a call center culture that supports company goals.
LEADERSHIP: Proven leadership skills by setting high performance standards, providing ongoing feedback and leading by example. This is quantified by achieving leadership scores while at FedEx in the top 1% of the entire company for 6 years straight. Ability to identify, motivate and develop talent, as evidenced by upward mobility of direct reports and leadership bench strength. Experienced in leading diverse teams and workgroups; demonstrated by smooth transitions in four separate instances of company mergers, acquisitions and company downsizing.
COMMUNICATION SKILLS: Firm belief that communication across the enterprise, both internally within the organization and externally with customers/vendors, is of utmost importance. As the leader of customer service departments/organizations, implemented or improved processes to obtain, identify and track customer feedback through surveys, focus groups and direct feedback to CSRs. Experience in public relations and advertising by appearing in national TV campaigns, and have demonstrated strong interpersonal and presentation skills through motivational speeches at conferences and symposiums. Accomplished management trainer and motivational speaker.
LEADERSHIP: Proven leadership skills by setting high performance standards, providing ongoing feedback and leading by example. This is quantified by achieving leadership scores while at FedEx in the top 1% of the entire company for 6 years straight. Ability to identify, motivate and develop talent, as evidenced by upward mobility of direct reports and leadership bench strength. Experienced in leading diverse teams and workgroups; demonstrated by smooth transitions in four separate instances of company mergers, acquisitions and company downsizing.
COMMUNICATION SKILLS: Firm belief that communication across the enterprise, both internally within the organization and externally with customers/vendors, is of utmost importance. As the leader of customer service departments/organizations, implemented or improved processes to obtain, identify and track customer feedback through surveys, focus groups and direct feedback to CSRs. Experience in public relations and advertising by appearing in national TV campaigns, and have demonstrated strong interpersonal and presentation skills through motivational speeches at conferences and symposiums. Accomplished management trainer and motivational speaker.
Director, Customer Service and Retention
Webs, Inc.
May 2010
to May 2012
- Responsible for leading the Customer Support team for Webs' 5M+ customers, as well as representing the voice of the customer as a member of the Executive Leadership Team. Responsibilities also included creating the infrastructure and support tools for Webs' two ancillary products: ContactMe and Pagemodo.
Sr. Director, Customer Service and Training
Instos, Inc
December 2008
to June 2009
- Responsible for building, launching and managing a new customer contact center and 166 satellite military offices worldwide that will support the digitization of medical records for Soldiers as they separate from the U. S. Army; directed team to implement process to ensure that all employees of the company receive comprehensive training, including compliance with HIPAA and PII regulations; represented the voice of the Soldiers/military in all decisions as a member of the executive management team.
Sr. Director, Customer Care Operations
Kajeet
March 2006
to May 2008
- Launched a fully functional Customer Care operation as part of the start-up executive team; created over 150 use cases which were used to develop a hybrid CRM system that became the Customer Care desktop; created Care’s business rules and M&Ps; single-handedly developed Care’s entire 2-week long new hire training curriculum.
- Achievements:
- Single-handedly built Customer Care department, including development of the new hire and sales training curricula
- Documented internal and external customer feedback praising the effectiveness and uniqueness of the Customer Care center
- Launched a second outsourced, bilingual Customer Care center in 2 months in preparation for increased holiday volumes
- Surpassed sales goals for direct sales in Customer Care in every quarter of operation
Sr. Director, Customer Care
Virgin Mobile USA
July 2002
to March 2006
- Successfully launched outsourced Customer Care center as part of the original start-up team; achieved service levels and KPI metric performance 25% higher than the industry average for start-up centers; developed workflow processes, methods and procedures; directed vendor operations management to implement strategies and maintain high performance levels; interfaced with VMU internal departments to resolve Care issues and strategize operational improvements; successfully implemented Saves Desk that extended the lifecycle of customers calling Care by 7 months; developed and launched an outbound calling program on a predictive dialer that resulted in a 60% reduction in customer attrition.
- Achievements:
- Awarded the J D Power Award for Customer Care department
- Led the Customer Care organization to record-setting service levels
- Achieved industry-leading quality and customer satisfaction scores during entire tenure with company
- Successfully launched Outbound Calling program on a predictive dialer in 2 weeks
- Successfully launched Saves Desk in 2 weeks
Vice President, Sales Center Operations
YHD Foxtons
July 2001
to July 2002
- Responsible for leading and directing the entire Inbound/Outbound Sales Center staffed with licensed Real Estate Agents in the states of NJ, NY and CT, to service levels and customer satisfaction results that exceeded company goals for the entire year.
- Achievements:
- Converted the center to Rockwell Spectrum ACD system and converted manual scheduling to IEX WFM system.
- Developed a commission plan for realtors encompassing detailed, stack-rank targets for quality, productivity, and sales.
- Developed and spearheaded the expansion plans for addition of New York and Connecticut markets.
Board of Directors
Call Center Industry Advisory Council (CIAC)
June 1999
to January 2001
- Elected to the Board of Directors of the Call Center Industry Advisory Council; worked with other inaugural board members to develop core competencies for call center management and establish an industry-wide, 3-tiered Call Center Management Certification Program; a first in the industry; elected spokesperson for all media events related to the CIAC.
Director, Customer Service
Fleet Credit Card Services
October 1995
to June 1999
- Managed and directed a 1,400-employee customer service and collections operation for Fleet’s credit card division in three locations to support customer base of over 7 million; managed a third party outsourced service provider partner; selected, developed and managed the Internet Customer service group that handled customer inquiries via the Web-based credit card product; successfully managed the customer service transition when Fleet Credit Card Services acquired Advanta; developed customer retention reporting.
- Achievements:
- Successfully launched and directed start-up operations for the Colorado Springs Customer service center.
- Achieved overall Top Center Honors for 3 years.
- Developed and implemented Customer Retention Reporting Program to track customer turnover and improved retention of customer base by over 20%.
- Designed and implemented a Recognition/Incentive Program incorporating Management by Objectives.
Regional Director, Sales and Service Operations
MCI Corporation
October 1991
to October 1995
- Responsibilities for MCI's Central Region involved all sales and service operations, inbound and outbound, including 5 centers and over 500 employees; directly responsible for planning/administering an operating budget of $14MM annually; gained public relations and advertising experience as a member of MCI’s “People Campaign” for 2 years, appearing in 14 nationally aired television spots. Prior to promotion to Regional Director, managed and directed the operation of MCI’s 1,000 employee, 24 hour/7 day a week Customer Service center in Cedar Rapids, Iowa; also responsible for the Automated Correspondence Management Center (ACM) in Iowa City, Iowa, a center created to centralize all direct mail, printing, and correspondence for MCI Consumer markets; successfully reduced customer churn; achieved a 55% promotion rate due to launching a successful college intern program.
- Achievements:
- Developed and implemented a successful divisional college intern program that resulted in an 85% retention rate for 2 years and over and a 55% promotion rate.
- Successfully reduced customer churn by 24%.
- Directly managed the merger of MCI Services/PTT customer service organization after its acquisition.
- Represented MCI before various state and local regulatory authorities and consumer interest groups throughout the northeastern United States.
- Achieved overall Top Center Honors for 2 years.
Senior Manager, Customer Service
FedEx
January 1981
to October 1991
- Responsible for all productivity, service, system operations, and quality levels for a 250-seat call center; successfully supported company’s goals of employee fair treatment and well-being of workforce to ensure maximum employee motivation and compliance with company people policies, which was quantified by sustained leadership scores in the top 1% of the company; conducted large-scale presentations around the country as a result of winning the Malcolm Baldrige National Quality Award; exceeded monthly candidate placement goals by 40% by designing and implementing a centralized recruitment center in Washington, DC; member of launch team that opened up 5 additional customer service centers throughout the country.
- Achievements:
- Served on a special international assignment in Germany and Belgium to assess operating standards in each country and improve service levels, productivity, and operational efficiencies, resulting in a 25% increase in revenue and a 45% increase in service levels.
- Implemented a TQM Quality Management Process, a method of continuous improvement of operations for the entire division. This effort reduced employee turnover by 35%.
- Directly managed the merger of two customer service organizations following the acquisition of Flying Tigers.
- Achieved leadership scores in the top 1% of the entire company for 6 years straight, and top center honors for 4 years.
- Recognized for the design and implementation of the Capital District’s recruitment center, exceeding a monthly candidate placement goal by 40%.
