Michael Moschilli Email & Phone Number

Largo Florida 33773

Responsible for providing direct supervision to the customer service staff.Monitor call statistics, scheduled and lead staff meetings. Interview and hire new candidates.Actively monitor fluctuations of incoming calls and modify staffing levels and schedules for maximum customer responsiveness.Monitor and update Mitel Workforce Scheduling and phones.

Manager Customer Operations 2003 - 2010Managed Domestic Customer Service, International Customer Service, House Programs, and for a period I also managed the Product Support team as well. Saved the company $90k a year in shipping costSaved the company $15k a year in product scrapReduced delinquent Loaner and Evaluation equipment by 80 % or approximately $1.5 Million Successfully managed the following customer support groups: Customer service, House Programs and International Customer service.Solely responsible for establishing and monitoring customer service policies and other internal procedures that are relevant to ensuring compliance to FDA, ISO,SOX, quality, regulatory and all other related guidelines, policies and requirements. Successfully interacted with staff and internal partners to resolve problems and achieve goals, ensuring that all aspects of customer relations from initial contact to providing post-sale and on-going customer support were fulfilled while developing customer satisfaction, retention and loyalty.Established, implemented and communicated corporate and departmental policies. Maintained responsibility for departmental operating and capital budgets. Selected trained and developed professional and technical staff. Provided continuing improvement opportunities with regard to automation, systems, controls and policies.Represented customer operations on cross-functional or interdepartmental and corporate initiatives such as new product line acquisitions, product recalls and other initiatives.Provided direct management support to the customer service supervisor(s), House Programs and International Customer Service supervisor. Ability to manage staff in a people focused manner.Made recommendations to Marketing and Sales regarding product promotions and launches.

Responsible for providing direct supervision to the domestic customer service staff.Established training sessions for quality improvement.Monitored call statistics, scheduled staff meetings. Interview and hire new candidates.Actively monitor fluctuations of incoming calls and modify staffing levels and schedules for maximum customer responsiveness. Make decisions that may include exceptions to standard policies based on customer demands. Review work processes and continually facilitate improvements in department efficiency.Assist in managing and reducing discretionary expenses.Directly support the Manager of Customer Operations as well as senior management in the fulfillment of the departmental goals and objectives.

Provide professional and efficient service to customers while processing orders and providing information.Answer incoming customer calls; entering customer orders; provide basic product information upon request; assist customers with various requests for special processing or general order status and information. Coordinate and process large capital orders and ensure timely shipping.Determine accuracy of customer account information, and process request for changes as determined necessary. Monitor current sales and marketing promotions and ensure orders are processed according to established guidelines. Enforce company policy concerning sales reps, distributors, discount pricing.Managed all aspects of assigned geographical territory. Respond to request for product returns by issuing RG numbers. Authorize incoming repairs and simultaneously process request for loaner product. Participate in on-going product training and other department training as deemed appropriate by the management team.