Alex Simon Email & Phone Number

New York, United States

Cedarhurst, New York

New York, New York

New York, New York

Supervise groups of Call Center Representatives in 24/7 customer service operations; monitor and evaluate performance; identify training and coaching needs to ensure quality customer service; handle high priority calls as needed; provide support for 311 operations and citywide programs; develop project plans; maintain detailed documentation; prepare administrative reports and specialized reports; provide implementation support for multiple programs; analyze trends and historical data; facilitate meetings and communications; utilize automated systems, workforce management tools, applications, and call center technologies to support data-driven strategies; and coordinate special projects as assigned.

Accurate Recovery Mid-sized professional collection agency.Responsibilities included managing the predictive dialer system, training of new onshore and offshore staff collectors. Diffusing escalated phone conversations in an effort to mitigate complaints. Monitoring for quality assurance. Coaching employees when deficiencies were noted and performing employee evaluations. Formulated, directed and implemented numerous motivational contests, which resulted in 15% productivity increases and 10% increase in employee retention.Successfully managed staff in achieving $350,000 quarterly goals established by senior management.Oversaw key company successes, including the creation and introduction of a new employee training manual and the creation of new telephone scripts. Created and instituted a new quality assurance program including new employee evaluation checklists which substantially reduced complaints and at the same time increased productivity. Created and implemented a training module with a goal of 100% compliance with the FDCPA and TCPA.

Central Park, Santa Clarita

Start up and manage Adult recreational soccer league for the City of Santa Clarita

Castaic, California

Castaic Star Industrial and Commercial Cleaning is busy Los Angeles Industrial Cleaning depot with over 25 employees. Managed all company finances. Budget planning and payroll management. Conducted product research, quality control, customer service and marketing. Key achievements include receiving the 10-4 Trucking Magazine award for the Best Truck Wash in Southern California in 2003 and receiving the Clean Water Reclamation Award from the Los Angeles County Supervisor in 2001. Partnered with U.S. Department of Agriculture to combat the 2003 outbreak of Newcastle disease.

Ba, History

High School Diploma, Life