Robert Peter Boris Email & Phone Number

Chicago, Il, Us

Northlake, Il, Us

Luna is a nationwide leader in flooring and window treatments.• Raised Net Promoter Score (NPS) from 17.4 to 47.9 year-over-year.• Decreased BBB submissions significantly (-39%) from 134 complaints to 82 year-over-year.• Increased service levels from 59.4% to 80% year-over-year.• Decreased average speed of answer (ASA) from 48 seconds to 13 seconds year-over-year.• Implemented new attendance policy that raised service levels by 20%.• Created recognition policy that boosted morale and recognized achievements. • Manage and operate the customer service department in support of the Boston, Baltimore and Chicago markets. • Raised capacity levels by 35% and implemented weekly/monthly scorecards.

Schaumburg, Il, Us

Gerber NCS is a nationwide claims administrator servicing Insurance and Fleet clients’ needs with a full menu of claim handling service, including windshield repair and replacement, Roadside Service and First Notice of Loss. Gerber NCS has delivered superior service through the years while expanding the original automotive glass solution to a menu of complimenting claim services. It manages more than 120 employees at its location in Schaumburg.• Implemented and created a recognition program designed to deliver the “WOW” experience for both internal and external customers. • Created Customer Service Culture Team to boost morale and create fun events for all to participate and enjoy. • Established and implemented a call center attendance policy and trained managers on how to track and discipline accordingly.• Managed and operated the customer service department, reporting directly to the General Manager; Progressed from 75 customer service representatives to a team of 106.

Libertyville, Il, Us

NuWave's mission is to educate people of all backgrounds by developing products that promote efficiency and value while enhancing the quality of life. We encourage our customers, and everyone, to adapt to a lifestyle that benefits themselves, their communities and this planet we all share.A family-owned company that provides cooking products and support to their customers, through infomercials, retail locations and its e-commerce portal, www.nuwavenow.com. It manages more than 150 employees at its location in Libertyville.• Lowered Better Business Bureau (BBB) complaints by 50%. Down from 180 cases in 2014 to 90 cases in 2015.• Implemented second and third shifts to extend hours of operation by 50%. Staffed call center to support new shifts/hours accordingly while maintaining successful service levels. • Created Customer Service Culture Team to boost morale and create fun events for all to participate and enjoy. • Established department attendance policy and trained managers on how to track and discipline accordingly.• Directed and managed the customer service department, reporting directly to the CEO/Founder/President; Progressed from 50 customer service representatives to a team of 70. • Organized and structured the call center by creating job descriptions and responsibilities for the customer support team. • Created job titles and positions that led to career paths and advancement within the call center.• Staffed and scheduled the call center to meet the demands of incoming calls and e-mails combined among all workgroups to achieve the highest service levels without negatively impacting budgets.• Lowered department abandon rate from 24% to 5%.• Trained customer service manager’s behavioral interviewing skills and taught them how to deliver new hire interviews. • Provided thorough training by establishing and developing a training team and a dedicated training facility.

Woodstock, Illinois, Us

My responsibilities included: Direct and managed the call center and the customer support team and its activities of the organization.Created phone quality monitoring form and process in an effort to improve, identify problems and to perform root cause analysis.Monitored and personally responded to all negative and positive Reseller Rating issues in an effort to maintain an overall 10.00 rating.Supervise and coordinate the work activities of the Call Center Supervisors, Team Leads, Trainers, Technical Support Representatives, Hybrid Customer Service Representatives and Order Processing Representatives.Direct workflow of the customer service team to achieve targets for customer satisfaction, service levels and resolution.Meet 75 second average speed of answer goals for incoming calls.Meet 75 second average speed of answer goals for incoming live chats.Keep abandon rate at 7% or lower.Ensure that all e-mails to the support team are responded to within 24 hours.Staff appropriately to ensure service levels are met.Maintain training programs to achieve quality standards for internal and external customers.Analyze performance statistics.Recognize trends in order to better serve of customers.Prepare reports regularly.Handled executive level escalations.Conduct monthly team meetings with staff.Conduct monthly "One On One" meetings with Leadership staff.Facilitate communication between all other departments.Conduct interviews.Monitor calls for quality.Deliver disciplinary action as needed.

Itasca, Illinois, Us

Des Plaines, Il, Us

Manage Service Levels, Manage 16 customer care representatives, Manage daily inbound /outbound call center, Monitor call quality for exceptional customer service, train team on new policies and procedures, handle escalated issues, monitor reports for continuous improvement, deliver annual reviews, deliver disciplinary action, interview new candidates, lead team meetings, monitor scheduling adherence.

Basking Ridge, Nj, Us

Business, Psychology

High School Diploma, General Studies

General Polish Studies

General Studies

Education record