MARK S. BIEDERMAN
Customer Service, Hotels, and Call Center Management
Hillsborough,NJ
Summary
OPERATIONS EXCELLENCE ∙ CUSTOMER SERVICE ∙ CALL CENTERS ∙ HOTEL AND FRANCHISE MANAGEMENT
An experienced hospitality and call center, customer service manager. 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. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Dedicated to applying training, monitoring and morale-building abilities to bring results.
Overview
23
23
years of professional experience
Work History
Call Center Customer Service Manager
Stafford Communications Group
07.2022 - 09.2023
- With up to 25 direct reports
- Revived existing programs within six months by implementing new KPIs and Call Metrics
- Doubled sales year over year, exceeding $35M
- Reduced Call Abandon to 3%
- Increased Service Level to 90%
- Reduced Average Answer Time to under 20 seconds
- Delivered 97% Customer Satisfaction Rating
- Conducted team training, call monitoring, coaching and Performance Reviews.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions
- Established team priorities, maintained schedules and monitored performance
Assistant General Manager
Erickson Senior Living
07.2021 - 06.2022
- Apartment location for Independent Senior Living with 6 on site Food and Beverage outlets
- 30 direct reports
- Essential part of ensuring continuing food service during COVID restrictions
- Key individual in customer service, training and maintaining budgets.
- Motivated, trained, and disciplined employees to maximize performance.
- Resolved problems promptly to elevate customer approval.
- Managed team schedule with eye for coverage needs and individual strengths.
- Mentored and motivated team members to achieve challenging business goals.
Director of Operations
Wyndham Hotels & Resorts
01.2014 - 04.2020
- Key contributions In all initiatives to drive performance and retain customers
- Front line contact for owner problems and resolutions
- Proactive outbound calls to increase productivity and quality of property experiences
- Obtained industry accreditation for CRME (Certified Revenue Management Executive).
- Oversaw successful implementation of operational strategies and policies to drive organizational growth and productivity.
- Developed systems and procedures to improve operational quality and team efficiency.
- Collaborated with senior management to develop and execute long-term corporate goals and objectives.
Franchise Quality Consultant
Wyndham Hotels & Resorts
01.2014 - 01.2020
- Asset Management via in person property visits for a 225-location portfolio in NY, NJ, DE, and PA
- Increased customer satisfaction 20%
- Strong 96% client retention rate
- Generated over $400,00 annually in royalties and fees.
- Increased property sales 12%
- Developed 850+ improvement plans
- Reduced failing property rate by 16%
- Negotiate new property plans and existing customer contracts
- Drive operational excellence utilizing Wyndham procurement resource
- Obtained industry accreditation for CHDT (Certified Hospitality Department Trainer).
- Recorded findings of inspection process, collaborating with quality team to implement corrective actions.
- Educated employees on specific QA standards and confirmed maintenance of standards.
- Analyzed quality and performance data to support operational decision-making.
- Monitored product standards and quality-control programs.
Director of Operations
Wyndham Hotels & Resorts
01.2013 - 01.2014
- Second to Brand President
- Rejuvenated Knights Inn brand in US and Canada to become leading hotel chain within its market segment
- Doubled brand locations from 176 to over 400 since 2007, generating over $9M in corporate royalty revenue
- Initiated operating cost reduction plan for owners to increase profitability and reduce expenditures by as much as 30%
- Maintained consistent 97% retention rate, exceeding company goal.
- Oversaw day-to-day production activities in accordance with business objectives.
- Oversaw successful implementation of operational strategies and policies to drive organizational growth and productivity.
- Collaborated with senior management to develop and execute long-term corporate goals and objectives.
Senior Manger Brand Operations
Wyndham Hotels & Resorts
01.2010 - 01.2013
- Provided strong leadership to enhance team productivity and morale.
- Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
- Implemented and developed operational standards, policies and procedures.
- Conducted performance evaluations, compensations and hiring to maintain appropriate staffing requirements.
- Identified cost improvement changes and cost savings plans to increase company savings.
- Reviewed and analyzed reports, records and directives to obtain data required for planning department activities.
- Executed appropriate staffing and budgetary plans to align with business forecasts.
Integration Services Manager
Wyndham Hotels & Resorts
01.2007 - 01.2010
- Field based on property training manager responsible for on boarding all new properties/owners into Wyndham
- Introduce new owners to all operational programs, policies, and procedures to ensure maximum results.
Services Manger
Wyndham Hotels & Resorts, Franchise
01.2001 - 01.2007
- Provide operational support to franchise locations in the Northeast Region
- Consult with owners on all aspects of their business including sales, quality, training, marketing and adherence to brand standards and expectations.
Education
Bachelor of Science - Business Administration And Management
Fairleigh Dickinson University
Madison, NJSkills
- HubSpot ∙ Zendesk ∙ Microsoft Office ∙ Tableau ∙ KPIs and Call Center Metrics ∙ Paylocity ∙ Oracle ∙ Concur ∙ B2B ∙
- B2C ∙ SaaS ∙ Micros ∙ Opera ∙ Google ∙ Salesforce and Salesforce Lightning ∙ Social Media ∙ Bazzarvoice ∙ Facebook ∙
- Instagram ∙ LinkedIn ∙ Facebook ∙ X / Twitter ∙ Online Sales ∙ Client Relations and Retention ∙ Contract Negotiation ∙
- Report Analytics ∙ C-Suite Relations ∙ Knowledge Bases ∙ Processes and Procedures ∙ Contingency ∙ Customer Service
- Knowledge Bases ∙ Client Presentations ∙ Marketing Plans ∙ Team Training, Coaching, and Performance Reviews
- Social Media Platforms
- KPI Tracking
- Administrative Support
- Customer Relationship Management
Timeline
Call Center Customer Service Manager
Stafford Communications Group
07.2022 - 09.2023
Assistant General Manager
Erickson Senior Living
07.2021 - 06.2022
Director of Operations
Wyndham Hotels & Resorts
01.2014 - 04.2020
Franchise Quality Consultant
Wyndham Hotels & Resorts
01.2014 - 01.2020
Director of Operations
Wyndham Hotels & Resorts
01.2013 - 01.2014
Senior Manger Brand Operations
Wyndham Hotels & Resorts
01.2010 - 01.2013
Integration Services Manager
Wyndham Hotels & Resorts
01.2007 - 01.2010
Services Manger
Wyndham Hotels & Resorts, Franchise
01.2001 - 01.2007
Bachelor of Science - Business Administration And Management
Fairleigh Dickinson University
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