Robert Goodfellow Email & Phone Number

Supervised PBM Customer Service team in a dynamic, fast-paced call center environment to meet 90% Service Level Agreement for 95% of Inbound calls < 30 seconds with < 2% Abandon rate while meeting all Queue Turnaround times.

Hired to manage the Help Desk/Internal Support Department, and to assist the Operations Manager/Chief Operations Officer to create organizational improvement to the IT Operations Department by writing and implementing policies and procedures for increased operational efficiency and client satisfaction.

Managed a staff of up to 14 service personnel in all daily operations of the Warranty Service Department. - Took a struggling service department having customer satisfaction scores that averaged in the upper 60%, and brought them to a steady ranking in the upper 80% per surveying done by Woodland O'Brien, Inc.- Effectively reduced the number of open.

Managed a team of up to 5 Warranty Field Technicians in efficiently handling all customer service requests. - Consistently achieved 90 - 95% customer satisfaction as a Warranty Service Tech.- Promoted to Warranty Service Manager through proven methods of customer concern, fanatical follow-up, conscientious coordination, constant communication, and clean.