Heledy Rymer
Paramus,NJ
Summary
Dynamic, results-driven customer service and sales operations professional with strong commercial understanding of profit targets, knowledge of quality performance standards, experienced in managing the customer experience and customer service performance. Dedicated to meeting client goals, achieving deadlines, and attaining the utmost satisfaction in all areas of service and sales objectives. Qualified in leading customer facing departments to enhance productivity, providing constructive feedback, training and development to employees, directing daily operation of the business, leading and shaping new initiatives, negotiating and monitoring specific budgets, and cost control.
Overview
24
24
years of professional experience
Work History
Customer Service Manger
Technogym North America
02.2021 - Current
- Recruited, hired, trained, and mentored a Customer Service and project management staff of 18 members, from 5
- Designed, created, and directed development and implementation of order to cash process for four segments for the NA branch
- Trained, mentored, and implemented internal Customer Service KPI for customer contact center including NPS, quality control and welcome call compliance
- Key member of the North America senior leadership team developing and implementing growth strategies, sales pipeline management and segment specific sales support processes
- Responsible for weekly and monthly analytical reporting of sales backlog and slippage
- Development and training of KA project managers across all sales segment in North America
- Developed and manage a consumer segment customer service team including ecommerce, telesales, retails stores, and high-profile projects (Dior, Sports teams, and high net worth influencers)
- Managing customer service reps and project managers for four lines of businesses in North America consisting of Club, Hospitality and Residential, Home, and Hospital/Corporate/Performance
- Manage a sales backlog of $50M + in yearly orders across North America
- Collaborate with Sales directors and executive team to successfully manage and maintain strategic partnerships with Key Accounts both in North America and globally
- Analyze and report backlog delivery, business trends and employee statistics on a weekly basis
- Collaborate with finance team on order to cash process for revenue recognition on a weekly basis.
Maritime Key Account Project Manager
Technogym North America
03.2019 - 06.2023
- Manage the maritime segment purchases for all cruise partners in North America, order management and coordination
- Manage logistics planning for all installation projects in North America and EU for new builds and refresh vessels across the Maritime segment
- Collaborate with the Maritime Account Manager on sales pipeline for the branch
- Manage and maintain customer relationship in the Maritime segment by collaborating with sales manager on new orders, new builds, and upcoming global projects
- Manage relationships with Technogym's global service network in order to coordinate projects across the Maritime segment.
Aftersales Service Manager
Technogym North America
10.2015 - 02.2021
- Encouraged team members to improve productivity and service levels by modeling correct behaviors and coaching employees
- Resolved team support issues with efficient approach to keep call center operating smoothly and customers satisfied with services
- Supervised a hotline of 11 reps handling technical support calls, spare parts ordering, and product inquiries
- Managed Cisco reporting for call center performance and KPI measures
- Managed call center schedule to maintain adequate support staffing
- Managed Job analysis and second opinion reports monthly for after sales process governance and cost control
- SLA and KPI governance with a focus on continuous improvement actions for productivity and service delivery lead times
- Implemented a client experience training program focused on the consumer market
- Part of this included a remapping of processes with a focus on improvement actions directly affecting the CX
- Developed new SLA with service provider network consisting of 134 companies
- Time to Service was reduced 92% with an increase of 10 points on our NPS (67)
- New governance (audits and spot checks) was critical in driving compliance to the newly set service level expectations
- Managed the implementation of ServiceMax field service software to our internal employees.
Call Center Manager
Technogym North America
09.2012 - 10.2015
- Lead the technical support team members to improve productivity and service levels by modeling correct behaviors and coaching employees
- Implemented SOP/daily workflow procedures for service department including interdepartmental process and training
- Managed customer escalations with calm demeanor and knowledgeable service
- Resolved team support issues with efficient approach to keep call center operation and customers satisfaction
- Supervised a hotline of 12 reps handling technical support calls, spare parts ordering, and product inquiries
- Managed Cisco reporting for call center performance and KPI measures
- Managed call center schedule to maintain adequate support staffing
- Managed Job closure analysis and second opinion reports monthly for after sales process governance and cost control.
Multilingual Call Center Team Lead
Verizon Communications, Inc.
12.1999 - 09.2010
- Marketed and supported a full range of telecommunication, internet, and television solutions to Spanish-speaking residential clients in New York and Connecticut
- Presented clients with cost-effective product options while focusing on the benefits of various programs and promotions
- Investigated complex customer service issues by analyzing clients’ accounts and collaborating with departments firm-wide
- Provided problem solutions by resolving billing errors, servicing concerns, issuing credits, and waiving fees
- Supervised a team of 25 representatives and worked actively to ensure productivity and sales achievement
- Coached and supported service representatives in system operations, customer contacts, and sales strategies
- Conducted customer contact observations and individual coaching sessions with sales representatives.
Education
Bachelor of Arts in Business - Marketing and Management -
Monroe College
Bronx, NY2017 Global Operation and Management Training -
INPD Cesena
Skills
- Global Operations
- Sales Backlog Management ($50m)
- Sales Forecast Reporting
- Order to Cash process owner
- Global Key Account Project Management
- International Service Operations
- Communication
- Customer Service Management
- Global Business KPI
- Customer Experience Expert
- Leadership Training and Development
- Performance Monitoring
- Data Analysis
- System Implementation
- Process Mapping
- Quality Control
- International Sales Support
- Customer Success Management
- Customer Experience Ambassador
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Manger
Technogym North America
02.2021 - Current
Maritime Key Account Project Manager
Technogym North America
03.2019 - 06.2023
Aftersales Service Manager
Technogym North America
10.2015 - 02.2021
Call Center Manager
Technogym North America
09.2012 - 10.2015
Multilingual Call Center Team Lead
Verizon Communications, Inc.
12.1999 - 09.2010
Bachelor of Arts in Business - Marketing and Management -
Monroe College
2017 Global Operation and Management Training -
INPD Cesena
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