Glen Orenstein Email & Phone Number

Merrick, NY, US

Hicksville, New York, US

• Provide great customer experiences in a customer facing position. Requires superior customer interaction skills, extensive platform knowledge, providing accurate product information plus efficient and accurate.
• Proactively reach out to customers in person and over phone to cross sell bank products and provide account updates.
• Process 1500 transactions totaling approximately $400,000 in cash per month.
• Teller responsibilities include processing deposits, withdrawals, check cashing, issuing official checks, savings bond redemptions, check ordering and offering and selling of other retail bank products..
• Utilize MISER and Fiserv banking systems to process and research all customer business and requests
• Write up and/or process/scan copious required product and account related paperwork including IRA enrollments, contributions and distributions, trust agreements and for businesses Beneficial Ownership and CAI Part A.

Coraopolis, PA, US

Seattle, Washington, US

Creating awareness and spreading the word about a Home Energy Management system that is part of the internet of things and the connected smart home revolution that has just begun.

New York, New York, US

• Tasked with improving the customer experience during the first 3 months of the customer life cycle with a focus on the phones channel, overall group analytics and identifying customer pain-points.
• Determine and manage calling strategies for the Approval, Activation and Welcome Calls.
• Research customer NPS survey verbatim feedback and monitor service calls to identify pain-points and root causes then determine ways to mitigate or eliminate bad customer experiences.
• Produce the monthly Early Engagement scorecard along with analysis by using IBM Cognos.
• Provide oversight of group budget and forecast/cost accounting reconciliation using Siebel.

• Responsible for overseeing the telemarketing channel and call center vendors, including new vendor research, negotiations and onboarding. This also included inbound response to direct mail.
• Outbound Channel averaged 1,600 deregulated energy sales per month utilizing a $2MM budget.

Stamford, CT, US

• Managed the inbound call channel and outsourced vendor that annually handled 52,000 postage meter acquisition calls sourced from the Web or Direct Mail and generated approximately 8,000 new meter rentals. Introduced an.
• Oversaw the outbound telemarketing postage meter program that brought in 1000 new accounts.
• Reduced cost to acquire by 1/3 to $500 per rental by selecting lists that targeted the best responding geographic areas and top ranking SIC codes and by using a new response model.
• Integrated real time commercial credit decisions for the line of credit product into the TM channel.
• Managed outbound follow up calls to leads generated via partner web sites. Also launched an e-mail retargeting effort and Digital Product Webinar Follow Up Call campaigns.
• Dotted line responsibility for 5 – 10 sales agents at an internal call site that collectively averaged 45 - 75 digital postage product enrollments per week.

Provided program and marketing guidance to organizations in the retail energy, non-profit and analytics industries as well as to a boutique ad agency.Co-Chaired the Long Island Marketer Networkers Group where I scheduled speakers, reserved meeting space, sent out the group e-mails and updates as well as provided marketing job leads and tips for open.

• Created and implemented the Door-to-Door sales fraud identification program for a privately held energy supply marketer, whereby dozens of sales agents were terminated for submitting fraudulent sales that customers.
• Designed a Door-to Door field agent discipline guide that detailed 84 deceptive sales tactics or messages that could be utilized incorrectly or omitted by an outsourced field sales agent.
• Participated in live call back customer experience surveys that functioned as both welcome call and offer reinforcement for Door -to -Door sales. The survey calls also provided an opportunity to correctly explain.
• Oversaw a staff of 2 and the third party verification recording and outbound telemarketing sales call monitoring programs.

• Launched B to B outbound telesales channel. Combined with the residential telesales programs managed, brought in 96,000 total enrollments, achieving year over year account growth.
• Implemented in fall 2006, complex win-back research program that had multiple objectives of generating customer win-back, ascertaining reason for cancellation and obtaining customer consent for future permission based.
• Responsibilities included overseeing an annual budget of up to $2.4M, providing a weekly sales forecast to the natural gas and electricity supply group, KPI tracking for senior management, strategic design and.

New York, NY, US

• Spearheaded merger integration for Prescreen Consumer and Business Card inbound programs.
• Worked with credit operations and fraud groups to improve and implement best in class contact strategies. Timing is primarily between application receipt and credit decision.
• Researched and implemented partnership marketing initiatives with new third party strategic partners while remaining GLB compliant. Duties included strategic design, contract negotiations, obtaining outside vendor.
• Participated as team member on the Six-Sigma instant credit decision project and team member on pyschographic segmentation team.

New York, NY, US

• Developed and managed $32MM budget for all directly outsourced prescreened inbound and outbound telemarketing campaigns in 2002, up from $15MM in 2000. 2002 Programs generated 13.3M outbound prospect contacts and 1.2M.
• Oversaw staff of 6, driving channel strategies and delivering year over year account growth. Beat 2002 business plan by 450,000 accounts while continuously multi-tasking.
• Responsible for detailed monthly and ad hoc CYF and other program forecasting, drilled down to the lowest level of responses and accounts by product by price point by program.
• Identified new strategies and ways of improving program performance, increasing SVA as well as opening up new distribution channels. Examples include utilizing fresher phone numbers, cross selling fee service products.
• Monitored new state and federal regulations that impacted telemarketing programs.
• Worked closely with the direct mail group to identify, communicate and execute telemarketing program strategies and impact drop calendar. Optimized program investments to maximize ROI.

New York, NY, US

• Implemented, executed and managed all aspects of the call before mail programs that totaled 500,000 mail pieces per month. Responsibilities included interfacing with the in-house production group, time line management.

New York, NY, US

• Operated as a strategic marketing manager on the direct mail team, focusing on pre-screened programs. Responsibilities included integrating mail and phone strategies, vendor selection, scripting, volume placement and.

Stamford, CT, US

• Provided program management on fee service outbound telemarketing programs conducted on behalf of strategic partners in financial services, gas card and retail card areas. Job requirements included lead orders.
• Responsible for managing 25% - 50% of the yearly TM volume, approximately 250,000 hours. Products responsible for and marketed included Privacy Guard, Shoppers Advantage and Accident Protection Plan Insurance. Team.

• Functioned as day-to-day contact with publishing, cable and business-to-business clients at a top 10 Telemarketing service agency.
• Handled the most clients of all account managers. Duties included scripting, report generation, creating technical specifications, auditing of input and output data files, working closely with vendor fulfillment.

• Oversaw business-to-business phone room of 50 stations.

Mba, Marketing And Finance

Bsba, Accounting

Cerfiticate, Digital Media Marketing

Education record