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.
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%.
