Hi, I’m
Dennis Zorzi
Waterford Works,New Jersey
Summary
Creative Social Media Manager experienced in managing social media programs for a high volume Customer Service Department. Proactive and hardworking individual talented in program integration, strategic planning and social media monitoring. Computer proficient with superb skills in programs ranging from Microsoft Office to analytical software such as Meltwater.
Overview
21
years of professional experience
Work History
SEPTA (Southeastern Pennsylvania Transportation Authority)
Customer Service Social Media Supervisor and Complaints Specialist Supervisor
03.2016 - Current
Job overview
- Responsible for day-to-day supervision of both the CS Social Media Team and the Complaints Specialist section, including scheduling and performance monitoring
- Handle creation and tracking of daily, weekly and monthly employee statistics for both sections
- Responsible for SM Team’s usage of monitoring tools, such as Meltwater and Hootsuite, including initial and ongoing training required for operation of said software
- Assist in creating all Social Media campaigns, through usage of various software such as but not limited to Adobe Creative Suite
- Assist CS Management in identifying emerging SM software to ensure department has most up to date software to better meet customer needs, while also negotiating price points and contract terms for such platforms
- Approve customer responses and promotional materials for SM posts on Twitter, Instagram and Facebook
- Work with CS Assistant Director in developing standardized response templates for customer inquiries in an ever-changing range of topics, ranging from questions about general transit issues to more sensitive issues such as the handling of the vulnerable population on SEPTA’s vehicles and properties
- Utilize internal CRM for managing customer profiles, including the tracking of customer complaint history and ridership information
- Responsible for various reports created from information captured in CRM and providing it to the proper departments in the company; reports include scheduled daily, weekly and monthly customer trends and ad-hoc reports for various department managers as requested
- Handle training and monitoring of Complaints Specialists, who receive customer reports via our website, email, phone, chat, written letters and in-person forms
- Manage schedules and assignment of roles for the Specialist section, including allotting team members to handle customer chats based on expected volume
- Work with CS staff in general in dealing with customer complaint escalation, speaking with customers on the phone, via written media or in person based on the customer’s request for a supervisor.
Focus Pointe Global
Quality Assurance Manager and Manager of Confirmation Department
01.2011 - 11.2015
Job overview
- As Quality Assurance Manager, responsible for complaint resolution for both Quality Assurance and other divisions
- Assisted in training and development of Customer Care staff, including the creation of standardized training materials
- Responsible for phone system set-up, maintenance and production reporting
- Assisted in the standardization of Call Center policy and procedure
- Worked with upper management and various department heads to create the company’s official Standard Operating Procedures, and was responsible to maintaining all current S.O.P’s and approval of any proposed amendments or additions
- Established and maintained policies for documentation of customer-related procedures; also responsible for reviewing and approving all proposed documentation before it could be released
- Responsible for phone system set-up, maintenance and production reporting
- Worked with Call Center Management staff to standardize current policies, such as Attendance and Departmental Production policies, and assisted in improving processes for better overall Call Center efficiency
- Also managed inventory of office supplies, assisted with maintenance of phone system, copy machines and staff computers
- As Manager of Confirmation, responsible for day-to-day management of Confirmation Department, which was responsible for the verification of individuals scheduled by the Recruiting Department to take part in a market research study
- Responsible for the interviewing and hiring of new employees in the Confirmation department, and oversaw their training, in coordination with department supervisor
- Maintained and oversaw the workload for individual confirmers, who were separated into two teams, one handling Consumer-based market research studies and another handling Medical and Business studies
- Responsible for daily communication with Project Managers and Facility staff across the country, as to handle requests for individual studies and to make adjustments to studies based on our clients’ requests.
Insurance Shopper
Director of Marketing and Call Center Operations
03.2010 - 09.2010
Job overview
- Responsible for interviewing, hiring, training and developing all departmental employees, using personally prepared training techniques, and call scripting created specifically for prospective Life Insurance consumers, including daily managing of staff, through monitoring and motivation, to meet preset company production goals
- Oversaw and coordinated initial implementation of software and hardware for inbound-outbound call center, to work in conjunction with Voice-over IP phone systems to enable live transfer of consumers to licensed Life Insurance producer sales staff
- Went through extensive training for supervising a Five9 dialing system specifically designed for reaching potential customers, which used Real Time Web to Campaign data posting, in conjunction with online lead management software, which was integrated to work with the dialing system
- Responsible for creating dialing strategies that would best meet the needs of potential customers, and give the marketing staff the ability to contact the customers quickly and efficiently
- Responsible for managing daily employee payroll and departmental budget, in coordination with the company CEO and our accounting staff
- Worked with President and CEO to negotiate contracts and price points with several lead aggregates, phone system software companies and data management providers, and then sustained continual contact and relationships with the varying representatives from said companies
- Provided on-site technical assistance for phone and dialer systems, and was in charge of any new technology that was implemented into our processes.
Nations Home Mortgage
Marketing and Call Center Manager
08.2003 - 01.2010
Job overview
- Overall day-to-day monitoring and motivation of outbound call center sales
- Supervision of marketing representatives and development of an assistant manager, in coordination with the Director of Call Center Operations
- New employee development, including personally prepared training methods
- Responsible for developing new techniques to generate customer response, including the creation of unique, individually exclusive scripting
- Maintained current employees’ performances on daily basis, strengthening individual and departmental production
- Regularly scheduled courses for representatives to better target areas of concern
- Constant daily motivation of representatives
- Met preset goals for personal phone sales on a weekly basis
- Handled customer complaints and inquiries
- Interacted with Loan Officers and Divisional Sales Management staff to actively implement any necessary improvements and development
- Developed representatives to reach company goals and expectations
- Responsible for daily sales and floor production in conjunction with the Director of Call Center Operations
- Responsible for the integration and management of multiple lead aggregates, each with specific requirements and stipulations.
Education
Rutgers University-Camden
B.A in English
01.2009
Skills
- Content scheduling
- Visual storytelling
- Social Media Strategy
- Brand Awareness
- Audience Engagement
- Campaign Management
- Social Listening
- Platform Expertise
- Problem-Solving
- Verbal and written communication
Accomplishments
- Promoted to Assistant Production Manager of Call Center after ten months as a marketing representative at Nations Home Mortgage
- Promoted to Call Center Manager after twelve months as Assistant
- Promoted to Quality Assurance Manager nine months after starting as Manager of Confirmation Department at Focus Pointe Global
- Developed successful new employees while increasing production of current employees, including integrating the addition of an assistant manager whom I personally trained
- Helped my center reach a personal goal of one thousand leads in a week, through commitment and hard work
- Helped increase daily production by 15-20%
- Oversaw contract negotiations and integration of several different internet based customer resources to increase productivity
- Fully licensed Life Insurance Producer in N.J., PA, CT, FL, NC, OH, GA, TN, TX, MI, IL, LA, MA and Washington, D.C.
- Contributed to the literary magazine The Grivet with works of creative writing
- Regular contributor to The Gleaner in editorial works on topics ranging from stem cell research to the impact performance enhancing drugs has in sports
- Volunteered time to help tutor other students in regards to improving their writing skills
Technical Experience
- Microsoft Office 365 suite
- Adobe Acrobat and Creative programs
- All popular internet browsers
- Social Media monitoring and reporting software such as Hootsuite, Meltwater and Salesforce
- CRM management software, such as Sugar programs and Salesforce
- Experience with various SaaS products, such as those listed above, in addition to Zoom and other meeting software
- Experience with SQL Servers and Voice-over IP Internet Phone Systems, focused on the Five9 dialing programs and Ayta business integration software, in both day-to-day management and initial set-up, including hardware implementation
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Service Social Media Supervisor and Complaints Specialist Supervisor
SEPTA (Southeastern Pennsylvania Transportation Authority)
03.2016 - Current
Quality Assurance Manager and Manager of Confirmation Department
Focus Pointe Global
01.2011 - 11.2015
Director of Marketing and Call Center Operations
Insurance Shopper
03.2010 - 09.2010
Marketing and Call Center Manager
Nations Home Mortgage
08.2003 - 01.2010
Rutgers University-Camden
B.A in English
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