Alvin John
Freeport,NY
Summary
Highly qualified and well developed Customer Service Director with over 15 years of broad-based customer service, management, and sales experience. Exceptional project management capabilities with an outstanding record of planning, launching and growing inbound and outbound support campaigns. An unwavering obsession for customer satisfaction, with the ability to grow relationships, resolve complex issues, and win customer loyalty. Excellent written/verbal communication and interpersonal skills and the ability to respectfully interface with executives from various departments and divisions.
Overview
20
20
years of professional experience
Work History
Customer Care Manager II
Lumen
New York, NY
04.2019 - Current
- Project manage the implementation of network solutions for over 60 diverse mid to large size enterprise customers.
- Identify plans and resources required to meet project goals and objectives.
- Track project progress, identified risks and took corrective action as needed.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Review customer escalations on a daily and weekly basis with senior management to address customer concerns and issues with ordered solutions.
- Schedule and facilitated meetings to provide detailed project status updates to stakeholders and executive management.
- Liaise with sales, customer success, repair, and billing to address service and billing issues on behalf of customer.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences by promoting the company brand.
- Exceed monthly revenue targets outlined by senior leadership on a consistent basis.
- Active member of the COE (Center of Excellence) advisory board. Board members met weekly to review, approve or reject new or existing policy, procedures, and initiatives that would directly affect the CCM (Customer Care Manager) community.
- Learned and adapted quickly to new technology and software applications.
Director of Customer Service
Curb
Long Island City, NY
12.2017 - 04.2019
- Managed day-to-day operations of 250 agent customer service, chargeback, collections, and remote call centers teams in New York, Manila, and Mexico.
- Documented, designed, and co-wrote new customer service training manual, procedures, and workflows.
- Developed new agent training program that utilized traditional classroom setting, role playing, and mentoring from senior agents.
- On account of positive feedback from drivers and riders regarding their call center experiences. Curb was awarded NYC Access-A-Ride dispatch center contract.
- Tasked with hiring and training 50 agents to staff Access-A Ride dispatch center in Long Island City, NY.
- Analyzed daily, weekly, and monthly call statistics. Specifically, focusing on average hold time, average handle time, abandonment rate, and first call resolution. This data was used to identify and address staffing needs, agent productivity, and ensure call center KPI's were in line with established metrics.
- Performed weekly call audits on all call center staff to review call quality, first call resolution, and utilization rates. Particular attention was paid to agents who received low CSAT scores on surveys.
- Created action plan for agents that highlighted strengths and addressed deficiencies. Action plans were reviewed with agents to address areas of concern and clear instruction on how to improve performance.
- Conducted weekly meetings with Curb senior leadership and call center teams to review metrics and address any service issues.
Senior Customer Service Manager
Verifone, Inc
Long Island City, NY
06.2014 - 12.2017
- Managed day-to-day operations of 200 agent customer service, chargeback, and collections teams in New York, Manila, Mexico, and satellite offices.
- Established remote call center in Manila and Mexico to reduce operational costs and provide 24/7 support to drivers and riders.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Created clear and effective policies governing all aspects of employee work and interaction with customers.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Oversaw call center vendor bidding process and provided guidance to senior leadership on which vendor to choose. Decision was based on call metrics, cost, and customer reviews.
- Evaluated data to identify trends and determine customer service needs.
- Developed quality employees within call center to take over leadership positions.
- Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Led daily team meetings to review performance, set targets and motivate staff.
Customer Service Manager/Office Manager
Social Streaming & Shopping Development
New York, NY
01.2012 - 06.2014
- Entrusted with staffing, training, and managing 20 agent call center for start-up company promoting shop.com products.
- Drafted training manual, standard operating procedures, and call audit checklist for call center staff.
- Conducted daily meetings with team leads to review previous day call metrics and escalations.
- Actively audited agent calls on daily basis to address gaps in training.
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
- Reviewed call audit reports with agents on weekly basis and compiled action plan to improve agent service levels.
- Conducted weekly meetings with senior leadership to review call center metrics, staffing concerns, and budgets.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
Customer Service Manager
Vista Processing, Inc
New York, NY
08.2007 - 01.2012
- Managed team of 12 agents supporting point-of-sale helpdesk.
- Recruited and trained all new POS helpdesk agents.
- Addressed all customer escalations regarding equipment issues.
- Developed training program for agents to cross sell or upgrade customer equipment and services during service calls.
- Performed weekly call review on agents to address trouble areas.
- Monitored call center metrics on daily basis and provided reporting to senior management as needed.
- Conducted monthly review with agents to gauge morale, address call metrics, and provide guidance on career development.
- Met monthly with leadership team to review call center health, agent concerns, agent suggestions, staffing issues, and budget.
Licensed Real Estate Salesperson
Royal Service Realty, Inc
Rosedale, NY
09.2003 - 12.2007
- Promoted sale of properties through advertisements, open houses, word of mouth, and MLS service.
- Studied property listings, interviewed prospective clients, accompanied clients to properties and discussed condition of sales.
- Educated clients looking to sell or buy on current market conditions, legal requirements, pricing, and mortgages.
- Negotiated between buyers and sellers of properties with efficiency and transparency to maximize profits and maintain satisfaction of clients.
- Negotiated contracts with buyers and sellers to maximize customer savings.
- Collaborated with mortgage companies to accurately determine loan and mortgage options for clients.
- Established positive flow of communication with agents, clients, attorneys and personnel involved in closing transactions.
- Developed and implemented strategic marketing plans to increase potential for selling properties and generate more leads.
Education
Bachelor of Arts - Criminal Justice
John Jay College of Criminal Justice
New York, NY05.2001
Skills
- Critical Thinking and Problem Solving
- CRM Software: Salesforce, Zendesk
- Verbal and Written Communication Skills
- Teamwork and Collaboration
- Leadership
- Computer Proficiency
- Active Listening
- Improving Customer Experience
- Attention to Detail
- Data Analysis
- Project Management
- Sales Proficiency
- Customer Care
- Account Management
- Report Preparation
- Call Center Process
Languages
Malayalam
Native or Bilingual
Timeline
Customer Care Manager II
Lumen
04.2019 - Current
Director of Customer Service
Curb
12.2017 - 04.2019
Senior Customer Service Manager
Verifone, Inc
06.2014 - 12.2017
Customer Service Manager/Office Manager
Social Streaming & Shopping Development
01.2012 - 06.2014
Customer Service Manager
Vista Processing, Inc
08.2007 - 01.2012
Licensed Real Estate Salesperson
Royal Service Realty, Inc
09.2003 - 12.2007
Bachelor of Arts - Criminal Justice
John Jay College of Criminal Justice