Macky Laubert Email & Phone Number

Grand Prairie, Tx

Results-oriented national account manager with a strong focus on customer service. I live and breathe customer service and feel that is the main way to create and sustain customer relationships. Hands-on style that is involved from demand planning to customer shipping.

Dallas/Fort Worth Area

Allen, Texas

Had to bring some "life" in to this department. Turnover was high and the workers did not appear to enjoy their jobs. I had to show that their work was valuable to our clients and valuable to our company. Led the Customer Care department involving the management of several teams including Key Account Managers, Off-line support, Order Entry, Technical Support, and Incoming Call personnel. Developed Scorecards and measurable processes which enhanced productivity and improved the customer experience.Entrenched a "Customer Service Really Matters" mentality to my team members.

Houston, Texas Area

Served as Director of Customer Service and Operations. Proactively manage the performance of vendors through measurable service level agreements which ensure both continuous improvement in pricing, quality and logistics, and the resolution of issues which impacted operations and profitability.Liason between Operations and IT in order to reduce customer touches thus maximizing efficiencies.Consistently recognized by the Public Utilitiy Commission of Texas as a leader in Customer Service.

Provide tactical leadership regarding contract deliverables Perform monthly compliance audits (security/HR/and quality) via supplier site visitsMaintain good relationships with primary and secondary vendors ensuring timely and quality delivery of products and service Assess and manage contract variances, evaluate impacts to project outcomes, evaluate and present options and implement approved changes Prepare business and financial reports analyzing performance and measurable results to evaluate current performance and future actions Accomplishments:· Reduced Off-line Repair Volumes (17.31% to 12.45%), decreased Transfer Out rate (19.69% to 17.20%), and slashed Portal-to-Portal transfer rate (26.03% to 3.90%) between January and September of 2007 · Revised agent scorecard and improved supervisor coaching skills, which increased total center employee satisfaction from 42% in 2007 to 65% in 2008 · Project team-lead regarding the successful initiative of increasing order-met percentage from 92% to 97.1% and successfully reduced FiOS customer not ready rates from 15% to 7.5% · Decreased average handling time in the fiber service call center from 14 minutes to 11 minutes by creating elite issues offline groups

· Project team lead for planning, designing, developing, testing, and implementation of a new trouble- system application · Identified problems and implemented solutions for GPS administrators nationwide and awarded Verizon Excellence Award in 2002 for project's success · Trained former Bell Atlantic dispatch centers to utilize standard Verizon dispatch processes. Recognized as a finalist for the Verizon Excellence Award for 2003

· Managed budget and productivity of 16 field technicians covering 246,000 business and consumer telephone lines · Increased jobs per day from 4.2 to 4.8 while maintaining repeat percentage. Improved consumer provided equipment billing from 64% to 83%

Garland, Texas

· Managed the cost, quality, and revenue objectives of 23 customer service repair advocates · Led team from last place (12th) in 1997 Standards of Performance (SOP) to 2nd in 1998 SOP

· Led team with highest settlement ratio of bodily injury claims within approved settlement ranges while maintaining the lowest claims inventory

Masters, Business Administration

Bachelor Of Business Administration, Management And Marketing