Licensed Home InspectorOffering: Residential Home Inspections & Radon Testing Serving: Worcester County MA & Surrounding Areas

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Successfully manage the activities of 70-75 team members including 4 exempt supervisors in the following areas: Call Center, Production, Office Services, and 5 Walk-In Centers; servicing 1.5 million E-ZPass customers consisting of an inventory of 2.5 million transponders valued at approximately $50 million. Additional areas of responsibility include Security and Facilities Responsible for 8 office build outs ranging from 500 to 15,000 square feet, including staffing (hiring/training), equipment, furniture, and supplies Project Lead for the integration of 2 new IVR’s including required menu options, flow, and verbiage and the necessary testing and approval of finished product. During the integration of the first IVR, suggested and implemented 2nd tier skill set reducing training time from 3-4 weeks to 3-4 daysCreated and provided detailed monthly reports and updates to senior management and our MassDOT customer outlining departmental activity for required weekly performance metrics resulting in avoiding financial penalties for 15 consecutive years. Weekly performance metrics (KPI’s) include: Call Center – Weekly Average Answer Speed of 60 seconds or less and Average Talk Time of 3:00 minutes or less (receive 12,000-15,000 calls per week); Production – Application and Correspondence processing completed within 2 business days (combined average 750-1,000 pieces a day)Team member of the following projects: RFR (Request for Response) replied to and answered questions in sections related to customer service, call center, walk-in service centers, mailroom, inventory, security and facilities; Selected to edit and proofread other national RFR’s submitted on behalf of TransCore; Helped develop policy and procedures manual and terms and conditions for start up operation in Canada; Transitioned to new back end customer service system; Project Lead and QAQC for document revise (print/web/internal) for companies name change from Fast Lane to E-ZPass

Manage, control, develop, schedule, and supervise twelve-thirty personnel and the workflow of the Sales Support CenterParticipate actively in the development and management of the department budgetAssist in workflow decision and managing of all automated and manual systems Lead and direct projects as required: Proposal Audit Form, Call Criteria Form, and Proposed Exhibition Booth Theme (recognized for best booth)Carry out business plans for the unit: Incentive Comp. Program, Newsletter, and Marketing StrategiesMaintain pro-active relationship with six of the companies Field Office Managers and one Director of Regional Operations

Represented Commerce Insurance in 5 small claims action suits and won all 5 cases. Personally took the time, before the first court room appearance, to utilize the company’s library and researched claims, pertinent laws and court room etiquette. Audited and maintained appropriate discount structure with approved vendors on Martha’s Vineyard and Nantucket. Visited local auto body vendors at the request of department AVP and negotiated list pricing vs. retail pricing resulting in $5,500,000 in savings on glass claims for companyResolved and clarified customer inquiries achieving a twelve-month average of 95% customer service satisfaction, which was the highest in the company. The twelve month average also included 3 months at 100% customer service satisfaction Successfully supervised, developed, and directed a staff of 7 claims adjustersBuilt and maintained business relations with referral shops