Stuart Berman Email & Phone Number

• Served as the Commercial Contact Center Site Director supporting commercial and consumer customers for US and Canadian operations for PC, Print and non-technical customers. Managed day to day operations to drive.
• Provided ongoing leadership to a 200+ employee commercial call center within a multifaceted organization including front line contact center agents, supervisors, managers, support operations and training. Additional.
• Development, implementation and governance of product service or solution portfolio lifecycle management, revenue growth programs through the appropriate routes to market.
• Developed management training curriculum and employee score cards to increase overall performance and accountability.
• Driving revenue, profit and the Total Customer Experience (TCE) goals for multiple segments through continuous coaching and feedback, training, and performance management.
• Develop strategy and set policy and direction to meet and exceed all performance targets.

Albuquerque, New Mexico Area

• Oversee the day-to-day activities of Telephone Supervisors and Team Leads, interviewers, and clerks, within the various functional areas of Telephone Survey Support Operations.
• Supervise more complex components of a specific study or studies, including maintaining and improving quality and performance standards as well as attendance and service levels.
• Identify problems and operational gaps and propose solutions to improve efficiency.
• Perform routine project and production tasks.
• Ensure compliance with project and organizational policies and procedures.
• Serve as a role model for Interviewers, Team Leads and Supervisors, and consistently act with integrity and professionalism.

Miami/Fort Lauderdale Area

Director | Customer Service | Call Center | Operations | Leadership | Process Improvement | KPI.

Platation, Florida

Managed day to day operations and customer Relationship Care, (RC), strategy for our Platinum Customer base, while leading a team of 11 exempt direct reports and 125+ customer care professionals at the directorate level an 23 leaders and 250+ at the skill level. Continually revised and customized RC strategy that focused on providing world class customer.

Led ongoing operations for specialty skills for 9 direct reports and over 100 customer care professionals handling multiple Co-branded, bi-lingual, Interactive Servicing, and Lending on Charge credit card products. Developed a high-performing team culture as well as managed responsibility for day to day call center performance, in addition to employee.

Led credit and collection efforts for multiple card member segments through various stages of delinquencies from current through cancellations. Managed a team of 8 supervisors and 80 credit analysts in collection efforts of a $80MM - $100MM charge and lending portfolio. Additional responsibility included all credit and collections measures including.

Plantaion, FL

Led a team of 6 project leaders in the Business Transformation Group responsible for process improvements and reengineering projects. Specific projects included enhancements to the credit service platform, development of online performance management and reengineering support for a department of 700+ employees contributing to annual savings of over 4MM as.

Responsible for leading a team of 2 leaders and 18 auditors accountable for call and account monitoring for policy, procedure, quality, and compliance for over 700 front line Credit Analysts. Provided monthly updates to senior leaders on adherence rates and performance gaps as well as strategies to address and close any audit risk opportunities.

Plantaion, Florida

Held various positions with increasing empowerment and responsibility from entry level Credit Analyst, to Team Leader, to Project Leader.

Plantation / Hollywood Florida

Led a staff of 15 sales associates and 2 merchandise handlers responsible for all aspects of department management for hardline goods.