Robert Perry Email & Phone Number

New York, Ny, Us

Greater New York City Area

Holmdel Nj

Supervisor – Customer Service/On boarding and Business Support Extensive range of responsibility, confirmed successes and a proven record of delivering optimal results in a fast paced, high-growth environment, through initiatives that exceeded operational targets and yielded measurable outcomes  Provided leadership to 15 call center agents and a team lead, supporting more than 2 million subscriber based customers worldwide. Reduced AHT by 16% from prior year which yielded a savings of $500K. Achieved Best in Class CSAT, FCR and IR results 5 consecutive quarters. While reducing AHT. Enhanced efficiency and developed more cost-effective processes, improving unproductive time by 40% Re engineered intra day monitoring activities and agent improvement plans, improving overall schedule compliance from 88% to 95%.  Instrumental with hiring of top talent in tri state area. Implemented performance improvement plans utilizing SMART goals to drive performance improvements Participated in call center monthly and quarterly business reviews presenting to team and department performance to senior leadership. Partnered with human resources in performance planning, disciplinary and termination decisions.  Approved 50K payroll biweekly responsibilities included time punch audits. Served on the Severer Weather Action Team and arrived to work no matter what the conditions to ensure leadership presence in operations

Woodbridge Nj

Provided World Class customer service to both internal and external customers Eexceeded standardized goals and objectives as established through the management team. Specifically, customer experience measures and productivity goals. Proven ability to resolve customer issues on their first call. Reported issues to leadership as necessary. Tactfully handled confrontational or stressful interactions with the customers. Participated in training to maintain a high level of product knowledge. Answered incoming calls and respond to customer requests on all company supported applications.

Greater New York City Area

Fielded calls and handled other forms of correspondence directed to senior leadership at headquarters.

Greater New York City Area

Fielded calls as well as replying to written correspondence from various shareholders for companies that BNY was the transfer agent for.

Greater New York City Area

Reached out to shareholders who had not yet voted their proxies. Encouraged them to complete the voting process, while answering any questions they may have had.