LUIS J. CRESPO
Keasbey,NJ
Summary
Resourceful Manager offering history of success coordinating and monitoring operations across various departments. Effective leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Highly committed with hardworking mentality to ensure a seamless customer customer experience. Talented leader with analytical approach to business planning and day-to-day problem-solving.
Overview
18
18
years of professional experience
Work History
Manager
New Jersey Natural Gas
10.2022 - Current
- Increased team productivity by implementing streamlined processes and effective communication strategies.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Reduced operational costs through comprehensive process improvement initiatives and resource management.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Facilitated successful cross-functional collaborations for the completion of key projects, fostering strong working relationships among team members.
- Drove operational efficiency through data-driven decision-making processes, leveraging analytics tools for informed strategy development.
- Championed diversity and inclusion efforts within the workplace, resulting in an inclusive environment that fostered creativity and innovation among employees from various backgrounds.
- Streamlined workflows by identifying bottlenecks in existing systems and proactively addressing these challenges through appropriate solutions implementation.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
- Led change management initiatives to drive organizational transformation without compromising employee morale or productivity levels.
- Managed and motivated employees to be productive and engaged in work.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
CX Business Process Owner
New Jersey Natural Gas
03.2021 - 10.2022
- Lead the CX team responsible for design and execution of digital transformation activities including, but not limited to, stakeholder engagement, change management, training, communications, organization design and governance, and people solutions
- Manage the project scope and analysis, design, and execution of the future state
- Having the ability to envision a more digital future state and the ability to gain support for the changes that are recommended
- Work with Technology and Design teams to lead product development efforts
- Conduct pre-release reviews which could include regression testing and QA to certify the release as product ready
- Ensure cross team communication is clear and concise
- Manage both internal and external teammates and communicate both at the executive and process level
- Ensures digital transformation activities are aligned with the overall project timeline and key milestones, and are integrated with other work streams, as required
- Streamlined business processes by identifying inefficiencies and implementing targeted improvements.
- Led cross-functional teams to optimize end-to-end process performance and reach company objectives.
- Increased employee satisfaction by addressing pain points in workflows and simplifying complex procedures.
- Championed a customer-centric approach in process design, leading to improved client satisfaction ratings.
- Drove successful project completion by setting clear expectations and maintaining open lines of communication among team members.
- Spearheaded root cause analyses for recurring issues, devising long-term strategies to prevent recurrence effectively.
- Aligned internal stakeholders and customers on assigned business process projects and services using proactive communication and engagement strategies.
- Assessed business processes and identified ways to boost improvement.
- Educated staff on organizational mission and goals to help employees achieve success.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Conducted regular reviews of operations and identified areas for improvement.
Director of Customer Success
New Jersey Natural Gas
01.2018 - 03.2021
- Oversee the day-to-day Customer Contact operations function focused on inbound call processing, digital communications, including developing staffing strategies and implementing staffing plans
- Coordinate with workforce analyst to identify opportunities for service improvements and cost efficiencies
- Motivate and lead supervisory and team performance toward operational excellence
- Achieve results by creating a culture of engagement focused on service, teamwork, support, and mutual respect
- Develop skills of staff through goal setting, coaching, problem resolution, delegation, training, counseling, and performance management
- Maintain effective leadership of personnel and set example through personal conduct, attitude, attendance, and performance
- Assist in the preparation of annual operational budgets and manage current and future expenses to incur expenses on time and within budget
- Work with all other departments that interface with Customer Services to ensure that the interests of both the customer and the Company are properly represented
- Oversee vendor management activities, including software and software maintenance contract renewals, consulting contracts and renewals and vendor relationship management to ensure effective partnerships
- Enhanced overall customer experience through consistent communication, feedback analysis, and process improvements.
- Served as an escalation point for resolving complex client issues, restoring trust in company products/services when needed.
- Leveraged CRM tools to manage all aspects of the customer journey, increasing visibility into each account's status and progress towards goals.
- Championed a customer-centric approach within the organization, driving culture shifts towards prioritizing client needs above all else.
- Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers.
Supervisor
New Jersey Natural Gas
04.2015 - 10.2018
- Motivated, coached, and managed department and individual performance toward achievement of goals
- Effectively investigated and resolved complex customer account problems and assure that all customer inquiries were handled promptly, effectively, and uniformly
- Regularly evaluated progress against key performance metrics and developed action plans to address any gaps
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Developed staff skills through targeted training programs, resulting in improved performance and career growth opportunities.
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Established performance metrics for the team, consistently tracking progress towards goals and making adjustments as needed.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Monitored workflow to improve employee time management and increase productivity.
- Educated staff on organizational mission and goals to help employees achieve success.
Sr. Sales Associate/Structured Settlements
Prudential Financial
09.2014 - 04.2015
- Collaborated with my peers to surpass departmental sales goal of $650 Million
- Responsible for daily client service and relationship management of broker firms, remaining attentive to their needs and delivering consistent and exceptional service
- Boosted sales revenue by developing and maintaining strong relationships with clients.
- Enhanced client satisfaction by providing prompt and personalized solutions to their concerns.
- Delivered exceptional customer service by addressing inquiries, resolving issues, and fostering long-term relationships with clients.
- Developed a deep understanding of the company''s products and services to effectively communicate their benefits to potential customers.
- Met or exceeded sales objectives on consistent basis to drive company growth.
- Developed sales plans to increase market share, customer base and revenue.
- Built relationships with customers and community to promote long term business growth.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Presented professional image consistent with company's brand values.
- Maintained current knowledge of evolving changes in marketplace.
- Developed and maintained strong working relationships with professionals within assigned territory.
Account Manager/Structured Settlements
Prudential Financial
02.2013 - 09.2014
- Participant in the Process Excellence initiative to create workflow efficiencies
- Interact with all units within Structured Settlements to ensure client expectations are met and satisfaction levels are maintained
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Streamlined internal processes for better efficiency in account management tasks.
- Cultivated long-term relationships with key stakeholders in assigned accounts, fostering trust and loyalty among clients.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Improved overall team productivity by implementing best practices in organization and time management.
- Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.
Customer Service Associate/Quality Assurance Associate
Prudential Financial
04.2006 - 02.2013
- Identify customer inquiries, service, and sales complaints for the appropriate company’s business units to prepare for a response within company’s compliance and regulatory guidelines
- Responsible for providing senior management with a monthly Cost Disbursement Report which impacts business profitability
- Enhanced customer satisfaction by effectively addressing inquiries and resolving issues.
- Maintained a high level of product knowledge, providing accurate information to customers.
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Assisted in the development of new customer service protocols to improve overall performance metrics.
- Achieved consistently high levels of customer satisfaction by prioritizing empathy, patience, and effective problem-solving skills during interactions.
- Investigated and resolved customer inquiries and complaints quickly.
Education
MBA -
Saint Peter’s University
BS - Business Management
Saint Peter’s University
Skills
- Leadership
- Strategic Planning
- Digital Transformation
- Process Improvement
- Employee Development
- Operations Optimization
- Change Agent
- Effective Communicator
- Fiscal Management
- Regulatory Compliance
- Data Analytics
- Relationship Management
Accomplishments
2018 Diversity Champion
Affiliations
LEAN NJ Fellow
PROSPANICA Member
Software Applications
Microsoft Excel, Outlook, PowerPoint, Word
ACD Phone Systems
IVR
NICE
SharePoint
JIRA
SAP
SEW
JDE
Showcase Query
Adobe
ConvergeOne
Oracle ERP
Timeline
Manager
New Jersey Natural Gas
10.2022 - Current
CX Business Process Owner
New Jersey Natural Gas
03.2021 - 10.2022
Director of Customer Success
New Jersey Natural Gas
01.2018 - 03.2021
Supervisor
New Jersey Natural Gas
04.2015 - 10.2018
Sr. Sales Associate/Structured Settlements
Prudential Financial
09.2014 - 04.2015
Account Manager/Structured Settlements
Prudential Financial
02.2013 - 09.2014
Customer Service Associate/Quality Assurance Associate
Prudential Financial
04.2006 - 02.2013
MBA -
Saint Peter’s University
BS - Business Management
Saint Peter’s University
Similar Profiles
Heather SosnoskyHeather Sosnosky
Supervisor - Ocean Meter Reading at New Jersey Natural GasSupervisor - Ocean Meter Reading at New Jersey Natural Gas
Deanna MejiaDeanna Mejia
Customer Service Representative at New Jersey Natural GasCustomer Service Representative at New Jersey Natural Gas
Erin M. GiaimoErin M. Giaimo
Marketing Customer Service Representative at New Jersey Natural GasMarketing Customer Service Representative at New Jersey Natural Gas
Emilio LlaveriasEmilio Llaverias
Physical Education Teacher at The CarolMorgan School of Santo DomingoPhysical Education Teacher at The CarolMorgan School of Santo Domingo
Stephanie NunezStephanie Nunez
Stay at home Parent at Planned Career breakStay at home Parent at Planned Career break