Michael Grab Email & Phone Number

Greater Philadelphia Area

Greater Philadelphia Area

Greater Philadelphia Area

Philadelphia, Pa

• End to end support of the Telemarketing Channel with in the Marketing organization. • Assist in auditing for adherence to all national, state and local telemarketing regulations. Responsible for the subscription to the National Do Not Call list for Energy Plus. Responsible for assistance with the TPV process set-up, maintenance and adherence. • Maintain all documents needed to operate the channel including file layouts, scripting, FAQ’s, training materials, reporting formats, sales tools and vendor start up requirements. • Ensure lists are transmitted to external telemarketing agencies. Audit for appropriate selection and suppressions.• Understand key components of deregulated energy markets in multiple states to ensure telemarketing vendors are providing accurate information to customers. • Complete call monitoring of each supplier multiple times per week as well as audit of weekly sales recordings.• Assistance in management of external telemarketing agencies. Daily interaction, weekly account status calls, quarterly business reviews required. Ensure overall vendor performance is maximized.• Frequent travel to telemarketing suppliers to ensure efficient operations and site presence.• Research internal and external complaints and ensure they are promptly addressed.• Provide daily results for channel to be included on daily management updates.• Motivate the external sales force by creating contests, recognizing positive agent performance and addressing agent issues and concerns.

Greater Philadelphia Area

During my time at Energy Plus I worked primarily in a customer service role during the time that the company was expanding and growing very rapidly. During that time there was significant growth in our customer base, product offerings and also areas of service. Along with being responsible for learning and being up to date on dynamic policies and procedures, I also often assist with the training of newly hired representatives. In addition, I am regularly called on to train new employees on some of the more in depth aspects of our products and areas. I have also recently been involved with the scripting and testing of several new programs and also have traveled out to one of our telemarketing venders who was transitioning to an inbound role in order to assist in the training and coaching of the representatives and supervisors.

Greater Philadelphia Area

As an associate with Leap! I used my superior customer service skills to provide personalized, appropriate service to the very best customers at Advanta in order to ensure exceptional customer loyalty. This was accomplished by anticipating customers’ future needs and concerns and addressing them before it develops into a problem. In the event an issue was uncovered, it was our job to work with every pertinent department to correct the error and resolve the complaint as fast as possible.

Philadelphia

As a member of the test kitchen I used my sales and customer service background to test, evaluate and shape sales scripts in a primarily inbound environment, with some outbound calling when specific scripts needed to be tested.

Greater Philadelphia Area

As a retention and sales specialist, I was responsible first for customer retention using a combination of sales, conflict resolution and understanding as was appropriate for each situation. I was also expected to contact prospective customers who had begun the application process either online or the phone, but had not completed the application in order to complete the application. Was also expected to take escalated phone calls for other representatives.

Greater Philadelphia Area

Primarily this was a sales role, using my knowledge of our products and services to transition every call into a sales conversation and application. Also as a part of this position I helped train other new representatives, and also traveled to third party companies both domestic and internationally in order to help train them and their management in the policies and procedures at Advanta. In this role I also assisted them with their sales skills in order to make them a better asset as a partner of Advanta.

At Advanta I was in the customer service department in a call center environment. In that capacity, I assisted with basic customer inquiries and problem resolution. In addition to this, I also coached new representatives with the company, and assisted with their training.

Greater Philadelphia Area

Responsible for opening and closing accounts, as well as sales and sale referrals for loans, mortgages, investments and accounts. I was also responsible for ensuring that every customer walked away satisfied, and was expected to transition service issues into sales conversations through extensive profiling and probing.

Greater Philadelphia Area

Processing Teller Transactions as well as ensuring a pleasant banking experience and resolving customer issues.Identifying opportunities and making referrals to the CSSR team for new accounts and loans.

Behavioral Sciences

I attended the Academy from June 2000 until Feb 2002. I completed basic training, as well as several other more advanced military training.

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Activities and Societies: Student Government Model UN Model Organization of American States The Good News (Student Newspaper) YearbookI.