Kurt Muro
Bordentown,NJ
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
22
22
years of professional experience
Work History
Manager, Customer Service and Inside Sales
Geistlich Pharma North America
12.2023 - Current
- Manage a team of 4 Customer Care Representatives, 1 Sales Analyst and 4 Inside Sales Representatives.
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Cross-trained existing employees to maximize team agility and performance.
- Reported monthly statistics to senior members of leadership team
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
- Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
- Drove operational efficiency through data-driven decision-making processes, leveraging analytics tools for informed strategy development for our outbound program.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established team priorities, maintained schedules and monitored performance.
- Worked with marketing and sales team to develop outbound calling campaigns.
Supervisor, Customer Care and Inside Sales
Geistlich Pharma North America
05.2021 - 12.2023
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
- Developed staff skills through targeted training programs, resulting in improved performance and career growth opportunities.
- Solicited customer feedback to identify and improve on areas of weakness.
- Developed inside sales talk tracks to introduce new products to existing and new customers.
- Educated staff on new products and sales initiatives.
- Created upselling matrix for Customer Care team.
Senior Customer Care Representative
Geistlich Pharma North America
08.2017 - 05.2021
- Exceeded expectations in first call resolution rates by utilizing expert knowledge of products and services offered.
- Enhanced customer satisfaction by addressing and resolving complex inquiries, complaints, and issues.
- Maintained accurate documentation of all customer interactions within CRM systems for future reference.
- Developed creative solutions tailored to individual customer needs while adhering to company guidelines.
- Coordinated with sales teams to ensure smooth transitions from prospecting to account management.
- Managed escalated cases efficiently while maintaining professionalism and composure under pressure.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Analyzed customer feedback for process improvements to achieve long-term business objectives.
Inside Sales Account Manager
Geistlich Pharma North America
02.2015 - 08.2017
- Utilized CRM tools efficiently to track leads and manage sales pipeline effectively, ultimately driving higher conversion rates among prospects.
- Assisted in training new hires on best practices for inside sales account management, fostering a collaborative team environment.
- Developed strong relationships with key customers, leading to long-term business partnerships and repeat sales.
- Conducted comprehensive market research, gaining insights into industry trends and competitor strategies for informed decision making.
- Achieved 100% to sales plan for two years.
- Contributed to team success by helping train and motivate less experienced team members.
- Adjusted sales strategies to recapture flagging market segments proactively identified through consistent tracking.
- Serviced accounts regularly to keep revenue high and capitalize on cross-selling opportunities.
- Matched customers to products based on in-depth understanding of different business models and needs.
Call Center Supervisor
Hutchinson Plumbing Heating Cooling LLC
01.2013 - 11.2014
- Led a staff of 10 customer service reps, 3 dispatchers and 2 contract coordinators at the company's headquarters.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Trained team members on performance metrics and consumer behavior identification.
- Developed process controls and metrics for daily management of call center.
- Enhanced team performance with consistent coaching, feedback, and development opportunities.
- Reduced average handle time through the implementation of effective call handling techniques and scripts.
Client Service Manager
Law Offices of Eric Shore
01.2012 - 01.2013
- Responsible for supervising, analyzing and coordinating the work of 50 client service representatives in a face paced inbound/outbound Social Security Disability call center.
- Tasked with evaluating department KPIs, increasing sales while decreasing client calls and improving customer experience.
- Supervise and evaluated 43 client service representatives and 7 member inside sales team.
- Tracked call volume and made on the fly adjustments to ACD system and staff to ensure KPIs were met or exceeded.
- Monitored work load for Case Manager team to ensure crucial deadlines were being met and clients were updated throughout the process.
- Interviewed potential candidates as well as trained them on sales, customer service and client retention.
- Presented department performance to senior management daily.
- Reduced call volume by developing email drip campaign.
- Increased outbound sales by developing incentive program.
Call Center Manager
Marshall and Swift/Boeckh
10.2002 - 06.2010
- Managed the contact center consisting of 30 agents.
- Maintained production levels for 5-8 insurance company campaigns daily.
- Supervised, trained, and evaluated 3 person direct-report support staff.
- Reported project statistics as well as campaign updates to project managers and external clients.
- Staffed contact center based on the needs of current and future campaigns.
- Conducted training for new representatives.
- Increased completed surveys in the call center by 30%.
- Reduced employee turnover by 20%.
- Created extremely effective, low-cost employee recognition program.
- Created escalation process for customer complaints.
Education
High School Diploma -
McCorristin Catholic Academy
Trenton06.1997
Skills
- Team Leadership
- Time Management
- Verbal and written communication
- Staff Training and Development
- Strategic Planning
- Cross-Functional Teamwork
- Key Performance Indicators
- Complex Problem-Solving
Timeline
Manager, Customer Service and Inside Sales
Geistlich Pharma North America
12.2023 - Current
Supervisor, Customer Care and Inside Sales
Geistlich Pharma North America
05.2021 - 12.2023
Senior Customer Care Representative
Geistlich Pharma North America
08.2017 - 05.2021
Inside Sales Account Manager
Geistlich Pharma North America
02.2015 - 08.2017
Call Center Supervisor
Hutchinson Plumbing Heating Cooling LLC
01.2013 - 11.2014
Client Service Manager
Law Offices of Eric Shore
01.2012 - 01.2013
Call Center Manager
Marshall and Swift/Boeckh
10.2002 - 06.2010
High School Diploma -
McCorristin Catholic Academy
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