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Richard C.

Cherry Hill, New Jersey 08003
Phone: 856 424-3231 e-mail: Career Profile

A highly experienced management professional with a proven track record in customer service, call center operations, sales, program and quality management. To exceed the stated objectives and improve customer satisfaction, while reducing cost and training & motivating staff to exceed their objectives are my personal goals.

Professional Experience
Consultant - Customer Service & Call Center Management Independent, Self Employed, Cherry Hill, NJ 2010 to present Streamlined the RFP process to reduce time and effort to develop responses Reviewed and updated the call center training, learning and reporting applications for client Developed management team approach for quarterly client review Recommended HOT SHEET for the escalation of client related issues to top management levels to reduce time to resolution Customer Service Manager ShopRunner Div. GSI Commerce, King of Prussia, PA 2010 to 2010 Developed training, support and collateral materials for a new web based club membership program Project managed the activities of the in-house Call Center, Training, Learning, Reporting and IT departments during project development and implementation Manager Customer Support / Quality Control Airmed Biotech, Inc. (formally Sun Biomedical Laboratories, Inc.), Lambertville, NJ 2008 to 2010 (Customer Support, QA) Customer Support for a medical device manufacture, seeking input from customers to exceed current and plan for future needs, focus on up selling and cross selling products increasing overall sales by 4% Manage the Quality Control function, ISO 13485, CE Mark, FDA and Canada Health compliance and maintain good manufacturing practices, comply with regulatory bodies and maintain standard operating procedures Reduced customer turn over by 5% by resolving customer issues with one call Reduce quality rejection rate by 10% by reworking parts formally rejected and destroyed National Sales Manager / Inbound Programs Answernet Network/Signius Communications, Willow Grove, PA 2006 to 2008 (Customer Service, Call Center) Managed the National Inbound Sales staff covering the U.S. and Canada; hiring, training, coaching and providing product expertise, increased sales conversion rate by 5% Designed and implemented modifications to CRM System, assigning and transmitting leads to sales team automatically, reducing lead time by 100% (1 day) Increased sales by 10% overall though proactive management of the sales pipeline and CRM system Reduced the Inbound sales budget by 5%, by revising sales lead assignment Managed the RFP process increasing the percent of contacts obtained by 15%, standardizing trade show marketing participation and measuring its effectiveness in obtaining new business Developed automated sales/marketing reporting system to measure conversion rate by sales person Director Customer Service / Call Center Operations The Tax Authority d/b/a Jackson Hewitt Tax Service, Maple Shade, NJ 2003 to 2006 (Customer Service, Call Center) Implemented a centralized customer service function, supporting 72 regional tax preparation offices, improving customer service rating by 20% year over year Managed customer service center establishing key performance indicators, KPI statistics for forecasting and staff evaluation purposes improving agent performance by 5%

Richard C. LeVine

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Phone: 856 424-3231

Integrated the marketing and customer service functions into an operations driven enterprise Evaluated and selected CRM system, phone system equipment, ACD/PBX, call center software and appointment scheduling software to support the centralized call center Developed initial operational training materials, customer service guides and support materials reducing training time by 10% Hired, trained and evaluated call center staff reducing turn over rate by 10% Director Client Services Millennium Teleservices, Edison, NJ 1998 to 2003 (Customer Service, Project Mgt.) Project managed the start-up of a client / customer service department for a call center company which supported multiple lines of business: long distance and cellular telecommunication service, club memberships, financial services, first level technical support, pharmaceutical and insurance and credit card programs reducing the client turnover rate by 10%. Managed staff that supported clients new programs with annual revenues of $30,000 to $12 million/year Set client expectation standards, hired and trained new staff, developed training materials to support the 15% annual company growth rate, administered the departmental budget, staffing requirements Coordinated the multi-departmental task force of Call Center Operations, Systems and Training Departments for the successful implementation of all new call center and customer service projects reducing lead time by 10% Senior Account Manager TCIM Services, Wilmington, DE 1997 to 1998 (Customer Service, Project Mgt.) Project managed the successful and on-time implementation of new client projects, workload forecasting and staff assignments to meet client obligations saving reducing project implementation time by 5% Improved the client relationships rating by 5% by managing the cross department account team, assuring all contractual obligations were being met or exceeded and providing single point of contact for assigned clients Improved ISO 9002 Standards rating by Internal Audit team by 15% with the opening and resolving root cause issues Director Client Services/Systems ICT Group, Langhorne, PA 1990 to 1996 (Customer Service, Project Mgt.) Project managed department review to improve overall profitability through the reevaluation of the workflow, assignment of tasks to staff members and modification of processes and procedures used to support the Clients business resulting in a 10% increase in the profit margin Increased sales closure rate by 4% by assisting the Sales Department with on site sales calls providing subject matter support as the expert on call center equipment functionality

Syracuse University, MBA Syracuse , New York University of Toledo, BBA Toledo, Ohio

Continuing Education
FDAs Medical Device Quality System Regulations ISO 13485 Quality Management System FDA Quality System Inspection Technique

Boy Scouts of America, Troop 167 Troop Committee, Member & Chairperson 1995 to current