Experience

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  Aaa new jersey automobile club

  Oct 1988 - Oct 2001

  Developed custom training programs for Customer Service Call Center and management training. Established off-site training center linked directly to Call Center computer and telephone systems. Recruited interviewed and hired all call center personnel, and assisted HR with staffing for entire organization.Created and implemented multi-media training programs, including classroom style Powerpoint presentations, computer based training and assessments, and printed materials tailored specifically to departmental needs. Training was tailored for entry-level employees, supervisory staff, and management.Established a formalized new-hire training program and employee education manual. Improved hiring process and quality of personnel by implementing systems to respond to, interview and make offers to potential candidates more quickly. Show less Lead a call center of over 80 employees operating 24 hours per day, 365 days per year. Directed 4 assistant managers, 5 supervisors, and 5 line supervisors in overseeing all phases of a communication center providing emergency services. Directed hiring, training, and counseling of Communication Center employees. Approved payroll and budget requests.Tracked employee performance via ACD and computer generated data to ensure average answer speed below 30 seconds and below 40 minute service to the scene of a customer’s emergency service need. Involved in short and long term strategic planning, policy decisions, and the consolidation of Emergency Road Service and Member Services Departments. Implemented an offsite call center housing the merged Communication Center department, including site selection, equipment and technology needs assessment, floor plan layout, and ergonomic decisions.Key manager in the origination of a company owned emergency road service and towing fleet. Administered telecommunications for all branch offices. Possessed in depth knowledge of systems and allowed immediate response if any telecommunication issues arose, especially with Emergency Road Service hotlines. Show less

  • External Operations Manager / Communication Center Manager

    Oct 1988 - Oct 2001

  • Manager, Employee Education and Development

    Jan 1999 - Dec 1999

  • Manager, Communication Center

    Oct 1988 - Jan 1999
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  White conveyors

  Oct 2001 - Oct 2006

  Manager, customer service and contract administration

  Lead a Customer Service Department, Parts Department, and Field Service Department providing nationwide support for an ISO-9001 certified manufacturing corporation. Reviewed and negotiated contracts and purchase agreements, including submittals, progress payment maintenance, and architectural drawing review.Developed and implemented a pro-active customer feedback program which allowed direction of company resources to resolve customer concerns and provide product and service improvements resulting in increased customer loyalty and new business. Monitored expenses for Field Service Technicians and Controls Engineers creating controlled travel expenses and consistent accommodations for traveling team members.Provided quotes to customers for on-site services, preventive maintenance agreements, and software support contracts. This generated a steady stream of income and work during slower periods of the year.Assisted product improvement and testing with Research and Development department to ensure the voice of the customer was being heard while also assessing the ease of servicing of any changes in the products.Reviewed, negotiated and approved business contracts with governmental, retail, and casino industry clients. This assured cost estimates and scopes of projects were reasonable and would result in profitable outcomes. Show less

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  Andersen windows - silver line building products

  Oct 2006 - Nov 2011

  Office manager

  Lead Customer Service department providing warranty services, parts, and field services to homeowners, builders, and distributors nationally. Coached, hired, and trained team members. Managed budget and provided insight for departmental improvement. Drove process changes, increased productivity and quality improvement working with department leaders throughout company. Implemented automated technician scheduling software which allowed for consolidation of 4 service offices into one location.Upgraded communication equipment allowing Field Service Technicians to update the computer system from the field which improved productivity and provided office staff with real-time data for estimating arrival times for customers.Instituted tracking of department metrics and performance reporting nationally, allowing benchmarking and goal setting for individuals, branches and the department as a whole.Implemented computerized payment processing system with the first credit card processing capability in the company, allowing faster and convenient payment receipts.Developed warranty pricing plan resulting in increased departmental revenue to highest point in company history; over $400,000 which represented more than 500% increase within 2 years. Established Order Tracking Tool software, routing email and fax requests based on area codes and account information which improved efficiency by focusing teams on specific customers and geography.Initiated testing, troubleshooting, and roll out of new programs to service centers nationwide. Involved in strategic planning and departmental restructuring. Show less

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  Avalonbay communities

  Jul 2012 - now

  General manager

  Responsible for oversight of multiple luxury residential communities spanning 4 counties in New Jersey providing world class service to our residents. Motivate associates from entry level to managers and provide pathways for growth and success. Responsible for budget oversight, scheduling, team building, vendor management, profitability, and curb appeal. As a member of the executive team, participate in strategic planning, financial analysis, and recruitment process.