Summary
Overview
Work History
Education
Skills
Websites
Volunteer Experience
Timeline
Generic

Joseph Arena

Nutley

Summary

Dynamic Senior Account Executive with a proven track record at EchoStar, recognized with over 30 Platinum Awards. Expert in vendor management and training program development, driving customer retention and sales strategies. Successfully mentored teams, enhancing performance and achieving significant operational improvements. Committed to excellence in customer service and strategic planning.

Overview

32
32
years of professional experience

Work History

Senior Account Executive

EchoStar
Roseland
03.2019 - Current
  • Achieved Platinum Award recognition over 30 times across five sales departments, including Annual Platinum.
  • Mentored recent training graduates to enhance skills and performance.
  • Facilitated live call assistance for Retention new hires as part of the Call-In Crew.

Senior Project Manager

Stafford Communications
New Providence
10.2017 - 11.2018
  • Pfizer Rx Pathways Efficacy Program. Managed team of specialists reviewing patient records for adverse effects of Pfizer products. Report findings to Pfizer Safety management.
  • Staffed and trained specialist team for comprehensive patient document reviews.

Director of Customer Service and Order Processing

Flower Tech
Mahwah
01.2016 - 09.2017
  • Oversaw daily operations of $100 million multinational online retail store.
  • Managed a support team of over 450 employees across three international call center locations.

Senior Manager, Customer Support/Customer Service

American Society of Mechanical Engineers (ASME)
New York
03.2014 - 12.2015
  • Managed daily operations of in-house and outsourced customer call centers, focusing on sales performance and customer satisfaction.
  • Directed sales efforts for publishing, standards, and personal/corporate certifications.
  • Achieved $480,000 increase in sales through targeted outbound campaigns.

Director of Client Services

Interface Holdings Group, LLC
East Brunswick
02.2012 - 03.2014
  • Managed customer service, contract research, billing, collections, and retention for five multi-state regions to meet business objectives.
  • Enhanced relationships with government and consumer agencies, achieving upgraded ratings.
  • Rebuilt training programs and quality control processes across the company.

Director of Customer Retention

Cablevision Systems Corporation
Piscataway
05.2003 - 02.2012
  • Directed the operations of the customer retention department, achieving sales and retention objectives.
  • Managed annual operating budget exceeding $15 million.
  • Recovered former customers and addressed escalated service issues at Corporate level.
  • Retained 80% of customers requesting disconnection, exceeding company targets by 50%.

Sales Manager – Inside Sales

Cablevision Systems Corporation
Oakland
10.2001 - 05.2003
  • Inside Sales Manager for Cablevision’s Telemarketing division.
  • Administered all Inbound Sales for Northern NJ, Rockland County, NY, and Western PA.
  • Increased sales by 42%, which is the highest recorded volume for a call center since its inception.

Director of Customer Service

National Tele-Communications
Cedar Grove
01.1994 - 01.1999
  • Directed customer service operations for four separate long-distance companies.
  • Constructed and grew the department from 3 to over 440 employees.
  • Supported 1.2 million customer accounts for billing, customer service, and retention.
  • Creation of the Pager division, servicing two leading Pager providers.
  • Managed Complaint Resolution and Regulatory Affairs department, assigning investigators to research government complaints as well as credit card fraud.

Education

Associate of Science - Engineering Mechanics

Passaic County Community College
Paterson, NJ
05-1984

Skills

  • Vendor management
  • Training Program Developer
  • Offshore Call Center Management
  • Quality Assurance
  • Customer Service / Office of the President
  • Center Optimization and Improvement
  • Customer and Employee Retention
  • Sales strategies implementation
  • Strategic planning
  • Sales coaching

Volunteer Experience

Muscular Dystrophy Association, 1984, Present, Organized and ran phone centers covering Central and Northern NJ, Manhattan and Staten Island, NY for the Annual Jerry Lewis Labor Day Telethon for 13 years. Currently involved in assisting at various MDA fundraisers and functions.

Timeline

Senior Account Executive

EchoStar
03.2019 - Current

Senior Project Manager

Stafford Communications
10.2017 - 11.2018

Director of Customer Service and Order Processing

Flower Tech
01.2016 - 09.2017

Senior Manager, Customer Support/Customer Service

American Society of Mechanical Engineers (ASME)
03.2014 - 12.2015

Director of Client Services

Interface Holdings Group, LLC
02.2012 - 03.2014

Director of Customer Retention

Cablevision Systems Corporation
05.2003 - 02.2012

Sales Manager – Inside Sales

Cablevision Systems Corporation
10.2001 - 05.2003

Director of Customer Service

National Tele-Communications
01.1994 - 01.1999

Associate of Science - Engineering Mechanics

Passaic County Community College

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Joseph Arena