Peter Harzewski Email & Phone Number

Elmsford, New York

Outstanding B2B Specialist supporting national network of territory managers and retail partners for orders, accounts, and logistics/fulfillment. Quickly added responsibilty of onboarding new accounts (both domestic and international), providing frontline technical support and troubleshooting for existing TwosCompany.com web accounts, as well as developing playbook for customer self-service. Recognized as a 2019 Company Outstanding Performer. In 2020, helped develop support protocols for newly-launched B2C retail website.

Yonkers, Ny

Thoroughly analyzed customer experiences to develop processes and procedures that decreased incidents and increased satisfaction. Produced advanced analytical reports and analyzed trends from multiple data sources to leverage productive activities and plans for future improvement. As first line of Customer Care contact, I supported the Social Media Team and AskCR Concierge Team, working collaboratively to troubleshoot and resolve issues. My achievements included:• Building effective relationships with clients, vendors, and other internal parties to reduce problem resolution time to less than 48 hours.• Developed onboarding training module and plan to develop & recruit concierge support service team.• As development team member for Customer-facing AskCR Membership tool, provided usability and CX input to develop a process for sharing organizational knowledge between internal and BPO teams.

Relied on my in-depth organizational knowledge and experience to deliver customer solutions and resolve concerns and complaints. As the source of information and resolution for escalated consumer issues, I was the primary customer inquiry contact for external departments and other teams. Performed research to maintain and update an internal knowledge base and verify corrections of published errors. My accomplishments in this role included:• Revamped reporting processes, automating customer databases for internal teams.• Organized cross-department improvement process to track and correct errors.

Yonkers, Ny

Led and managed the Customer Relations Group as Customer Relations Group Leader, overseeing daily operations, team development and training, and quality assurance. Coordinated individual development plans for team members, including service accuracy and compliance assurance instruction. Also produced daily, weekly, and monthly customer feedback and ‘voice of customer’ insight reports to assist in policy and procedure improvements, and increase customer retention. My achievements included:• Streamlined and improved product purchase process for support team.• Developed computerized reporting system for agent KPIs/metrics.

Yonkers, Ny

During my first seven years with Consumer Reports, I rapidly excelled from my beginning position of Customer Relations Representative to Customer Relations Coordinator, each one with greater responsibility, from soliciting subscription and copy orders, supporting monthly subscription magazines, and responding to customer inquiries, to liaising with management to review quality assurance, and managing workflow. I subsequently continued this promotion track to other roles within the company.

• Prepared reports monitoring status and condition of kiosks in over 250 locations nationwide• Assisted director with coordinating shipping and installation of kiosks including front line response to customer inquiries and support of field technicians• Diagnosed and resolved technical problems with kiosks

• Responded to direct customer inquiries for technical and billing support• Analyzed specific customer data and recommended solutions• Submitted purchase orders, authorized account credits, and reviewed accounts for fraud

Tarrytown, Ny

• Managed daily operations for Woodbury toll facility including scheduling, cash receivables, performance evaluation, and incident reporting• Supervised a staff of 22 full time and 53 part time employees• Provided internal and external customer support by responding to and resolving inquiries, requests or complaints• Predicted peak times and coordinated staffing, workflow, and leave time to ensure maximum efficiency• Prepared timely and accurate records of staffing, fund control, and incident reports• Promoted from Toll Collector (1991-1993) responsible for handling cash, deposits, and providing travel information