Responsible for driving sales, revenue, and operational execution of a world class TPA and provider of unmatched automotive F&I warranty products and service. MAG is an industry disrupter tying in world class customer experience with innovative technology to offer the market the most exceptional products available,

Responsible for all operations of a best in class TPA for extended warranty products in the automobile industry. Maximus Auto Group provides traditional warranty products such as GAP and Service Contract, as well as ancillary coverage's like tire, wheel, windshield, paintless dent repair, and key replacement. Some key areas of responsibility include:-Claims-Customer Service-Office Administration-Human Resources-Compliance

Responsible for the service delivery experience across all clients and products for AIG Warranty. Develop and lead management staff towards executing against both company and client goals. Some additional responsibilities and achievements are:- Improved NPS score by 40%- Designed and implemented new CRM tool to improve efficiencies and customer experience.- Drove service network improvements by implementing strategic recruiting efforts.- Ensure proper management of 3rd party network to protect customer experience.- Drive reduction in rejected calls through process improvement from data analysis. - Quarterly/Annual client reviews.- P&L responsibilities for annual operational budget.- Fully scope and document processes for new CRM development project. - Work with stake holders from other areas of the business to drive process improvements. - Determine service solutions for new client implementations.- Implemented open claims management team to enhance customer experience.Contact Info:Email: Antonio.m.parente@gmail.comPhone: 502-214-0357

Responsible for Customer Service production performance accross multiple departments as it applies to the achievement of corporate and client based goals. Actively develop management staff in an environment that champions continuous improvement. Identified and implemented process improvements to current workflows. Responsible for directing and coordinating management team to ensure KPI goals are in alignment with operational budget.Responsible for following departments:-Customer Service-Consumer Relations-HVAC -Dealer Support-Admin SpecialistSome additional responsibilities were:-P&L responsiblity-Improve overall customer experience for 60+ clients-Process improvement-Oversee day to day operational performance of call center-Reduce claim loss and miss-entitlements

Oversee day to day Operations of a 200 seat inbound/outbound call center. Innovative, creative, and motivated full charge Operations Manager responsible for all aspects of the customer relations management, client satisfaction, and final product delivery, including:- P&L responsibility for a $7MM+ annual budget-Managed up to 15 person management team and 200+ hourly agents -Acted as primary point of contact for various client relations-Achieved 29% annual attrition decrease through coordinated planning and execution -Deployed Work Force solutions to maximize profitability and service level