Curt Bauer Email & Phone Number

Bala-Cynwyd, Pennsylvania, Us

Coordinate the day-to-day activities of the specialty auto parts department in support of 2000 service and retail stores. Responsible for creation, sourcing, pricing, tracking, vendor relations, and EDI management of orders. Implemented improved scheduling and staffing to increase productivity and responsiveness to stores. Converted call center to remote during the COVID-19 pandemic.

Seattle, Washington, Us

Manage, support, and coach a team of Accolade Health assistants by enabling teammates to give great customer care, develop influential care relationships, and encourage teammate growth, and guide them to meet performance objectives. Demonstrate a blend of skills including: an understanding of the health care insurance delivery system; talent recognition and development; client/service orientation; excellent communication, leadership and interpersonal skills; highly developed critical thinking; strong problem solving; commitment to ongoing learning; and demonstrated good judgment.

Paoli, Pa, Us

Evolved a small customer service department into an award winning customer service call center for an online retailer of aftermarket auto parts. Hired, trained, and developed specialized customer service reps to handle increased call and email volume. Directed Team Leads and customer service representatives to resolve escalated customer issues. Implemented scheduling to improve efficiency and customer satisfaction. Introduced call center metrics and was responsible for establishing the goals. Prepared daily, weekly, monthly reports for ownership on these metrics. Analyzed the statistics on a daily basis and made adjustments to schedules to improve performance. Introduced call monitoring. Met weekly with team leads to do call calibrations. Provided feedback to reps on the quality of calls and coaching on how to improve. Introduced companion calls between Team Leads and customer service reps. Implemented call queue monitors in the call center. Developed the training department for new hires and ongoing product training for current employees. Liaison to the warehouse, IT dept., accounting, marketing, new product development, purchasing, and website to identify and resolve customer, vendor, and product issues. Handled escalated customer issues from phone, email, and social media platforms as needed.  Platinum Level Circle of Excellence Award from bizrarte.com 2009-2011

Fort Washington, Pennsylvania, Us

Provided essential direction to supervisors, team leaders, and customer service representatives in high-volume inbound call center environment. Ensured compliance with stringent call quality guidelines and additional company policies. Trained new associates in effective customer service techniques and call management procedures, offering weekly refresher courses for existing employees. Led installation and testing of new call quality management system. Networked with supervisors on weekly basis to discuss and resolve system issues to enhance overall call quality. Managed relationship with off shore (India) contact center for email and customer service responses.  Realized high rate of positive conclusions to customer service issues by instituting system for prioritizing escalated grievances and minimizing response wait times. Streamlined call center operations by initiating workforce management team and other key processes.  Established training department for call center employees and participated in creation of all-inclusive reference manual

Fairfield, Ca, Us

Coordinated customer service representatives in completion of detailed order processing procedures, adhering to precise deadlines and other requirements. Monitored CSR activities and suggested strategies for enhancing efficiency. Reviewed customer orders for accuracy and tracked progress from initiation to distribution. Communicated with customers, brokers, freight companies, and employees in all departments to ensure timely and accurate order completion.  Implemented leadership skills and customer service knowledge as trainer for new employees.

Held accountability for customer service representatives and sales coordinators for specific company product line. Oversaw order process by reviewing calls and invoices to ensure accuracy. Assessed employee performance and offered valuable verbal and written feedback to boost productivity levels. Generated detailed reports for review by upper management.  Collaborated with associates across departments to realize objectives and customer satisfaction targets.

Trained and led previously ineffective customer service team to provide exceptional service to clients of managed healthcare organization, responding promptly to customer inquiries and account requests. Conducted frequent employee evaluations and provided insights to increase employee success. Coordinated employee schedules to meet customer needs and realize departmental goals.  Increased departmental QA score from approximately 20% to nearly 100%.  Promoted from initial Supervisor position and recognized with employee awards for accomplishments in reducing costs, furthering employee productivity, ensuring outstanding customer service levels.

Shelton, Connecticut, Us

Oversaw fast-paced inbound, outbound, and sales call center operations for publishing / trade show organization, directing supervisors to facilitate continued call quality improvement. Created scripts for use by employees to realize maximum positive results from every customer interaction. Managed telemarketing, direct mail, and other promotional campaigns as well as trade show participation.  Amplified sales over $1.5 million during tenure by significantly enhancing staff efficiency and suggesting use of inventive sales techniques.

Hired, developed, and led collaborative staff, mentoring supervisors to facilitate maximum productivity of entire department. Analyzed call performance according and offered suggestions to enhance representative effectiveness. Assessed and planned staffing needs based upon forecast and key human resource indicators. Assigned tasks according to campaign requirements and generated requisite reports.  Advanced center’s ranking to second out of 73 facilities from bottom ranking upon start of management role.