Max Kuperman Email & Phone Number

New York, New York, United States

• Manage internal consumer care and fulfillment teams for a leading snack brand, overseeing all consumer care operations for U.S. and Canada business units• Provide strategic oversight of third-party consumer contact agency (BPO), ensuring exceptional customer service for over 25,000 contacts annually across multiple channels• Set KPI targets including SLA, CSAT, call handle rate, and ensure they are consistently met or exceeded• Collaborate with cross-functional teams to address consumer feedback and implement product improvements• Oversee reporting to analyze consumer data, trends, and identify process optimization and product enhancement opportunities

New York, New York, United States

• Developed and maintained consumer care SOP and policies• Developed training materials for third-party consumer contact center and provided coaching• Monitored performance and provided feedback to ensure best-in-class service• Monitored KPIs, such as response times, resolution rates, and customer satisfaction scores, to drive continuous improvement efforts• Collaborated with internal stakeholders to address product issues, quality concerns, and supply chain disruptions impacting consumer satisfaction• Improved and evolved consumer insights reports to Marketing and leadership teams to drive business decisions• Optimized workflows in CRM (Zendesk) and acted as main administrator of the application• Successfully managed three social media crises and a product recall, handling high contact volume spikes fulfillment

Greater New York City Area

Brand Activation• Oversaw and trained outsourced consumer contact center• Created and maintained relevant consumer care scripts (phone, email) for consumer contact center and internal use• Managed CRM relationship and tool; serve as administrator of CRM account• Continually sought out and promoted ways to surprise and delight consumers with above and beyond serviceBrand Operations• Prepared reports for the QA team, taking a leadership stance on capturing the “so whats”• Established, tracked and analyzed Consumer Care KPIs, recommending and implementing course corrections and improvements• Managed Consumer Care budget

Greater New York City Area

• Oversaw and managed Back Office/Customer Service Department, supporting a client base which expanded from 500 to 25,000 foreign exchange trading accounts, with clients in over 170 countries• Supervised and directed global customer service team of twelve personnel, between New York City and Saint-Petersburg, Russia offices and acted as a liaison for global customer service offices, including Tokyo, London, Shanghai, and Hamilton, Bermuda, to maximize communication of policies and products• Responsible for organizing and implementing employee performance-based incentive program, which led to a 75% decrease in processing time of clients’ requests• Reported directly to CEO and President; met with key executives to coordinate operations• Optimized existing workflows and created new processes to increase efficiency and productivity in Client On-boarding and Account Maintenance• Created in-depth written procedures for all personnel, to enable department’s consistent compliance with the National Futures Association (NFA) and U.S. Commodities and Futures Trading Commission (CFTC) rules• Trained staff on compliance with Anti-Money Laundering (AML) and Know Your Customer (KYC) procedures• Established inter-departmental policies and procedures for day-to-day operations• Managed and effectively resolved client cases escalated by staff• Created and conducted training programs for new employees• Created job descriptions, salary justification, hiring and dismissal process, and maintained employee schedules• Interacted heavily with Accounting and Account Executives departments, to ensure client satisfaction• Assisted in development and improvement of firm’s proprietary databases and business applications, to ease production of reports and manage customer information• Assisted in creation of, and performed Quality Assurance for firm’s website and business applications, including web-based databases, and the in-house developed Customer Relationship Management software

Greater New York City Area

• Processed and approved account opening documents for new client accounts• Applied Customer Identification Program (CIP) and Anti-Money Laundering (AML) procedures• Created, managed and maintained customer trading accounts, using various proprietary software• Handled high volume of client inquiries and client funds transactions• Promoted to Customer Service Manager, by demonstrating superior knowledge of company operations

Greater New York City Area

• Managed and responded to heavy volume of customer phone calls, assisting with flight information, ticket rates, and special requests• Processed credit card payments for air ticket and package purchases• Two time winner of the Tickets by Mail Contest, by selling the most tickets by telephone