Paul Perella

Head cashier for a multi-million dollar automobile dealership with the responsibility to oversee cash transactions, cash reconciliations, account payments, account receivables and other accounting duties according to customer policies. Greet customers, provide assistance and respond to their concerns. Process customer transactions including cash, checks and electronic card payments.

• Direct responsibility to reconcile cash drawer at start and end of each shift, accounting for errors and resolving discrepancies.
• Promote customer loyalty and consistent sales by delivering friendly service and product information.
• Train new team members on Pos system operation, customer service strategies and sales goals.
• Track customer concerns and issues by interacting with all departments and management levels to provide timely resolution.
• Work directly with corporate accounting to provide accurate and timely financial reports.

Diverse leadership and management experience managing 9 call centers across the US, consisting of 5 call center managers and upwards of 250 agents handling over 50,000 calls daily in a 24/7 environment. Directed teams to follow established processes and procedures, providing appropriate training, development, recognition and discipline necessary to achieve a high level of performance.

• Exceeded performance targets related to efficiency, overhead and expenses contributing to business unit 50% direct margin.
• Implemented and delivered results establishing a customer service quality improvement plan to increase results 8%.
• Delivered 6% increase in attendance and 5% increase in efficiency. Identified opportunities in each call center delivering on desired environmental upgrades and office policy changes to enhance culture.

Product management consultant with responsibility to identify new revenue opportunities. Develop strategic plans to re-tool existing work force to be capable of offering new products and services.

• Directed cross functional teams to identify new business opportunities and partnered with external customers to explore partnership agreements.
• Researched market analysis to identify potential new revenue streams.
• Developed business cases that included revenue and expense projections.
• Presented new business opportunities to executive team.

Managed quality assurance for critical technology projects from development phase to integration. Collaborating with internal users and external customers.

• Met organizational goals delivering hardware and software upgrades in compliance with scheduling mandates.
• Integrated new technologies to meet area requirements.
• Developed and executed test cases. Validated functionality, tracked and reported deficiencies for correction resolution.
• Prepared and presented feedback to key project owners and executive team.
• Evaluated performance benchmarks and established review metrics for future tracking.

Responsible for monitoring and maintenance of the Verizon LiveSource IP network made up of 200+ network hardware appliances and multiple software applications.

• Direct responsibility to create and manage users accounts and permissions.
• Managed trouble tickets from onset of problem to solution. Updating users and executive team in a timely fashion.
• Worked with vendors to develop resolution plans.
• Provided technical and operational support for entire organization.
• Achieved 99.9% network reliability.

Responsible for leading and motivating a team of 50 - 70 call center agents. Managed agents performance including, the establishment of clear objectives and responsibilities, assessing and tracking performance, providing feedback, training, and coaching.

• Trained and developed agents skills in order to meet and exceed all objectives.
• Ensured compliance with all company policies and processes including safety, attendance, and code of conduct.
• Delivered on all objectives and continuously identified process improvements.
• Managed forcing requirements, administrative duties and special projects.