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.
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.
