Stephen Merrett Email & Phone Number

Concord, New Hampshire

Northboro, Massachusetts

• Gained knowledge of Multi state electrical and gas utility policies, procedures and regulations
• Coached and mentored up to 24 customer service representatives
• Responsible for weekend and overnight call center management
• Increased teams overall key performance index scores
• Increased employee job satisfaction and overall morale
• Improved overall communication by fostering an open communications policy

• Gained detailed knowledge of Financial policies and procedures
• Created, Developed and implemented goal tracking procedure for Client Service representatives
• Monitored and quality checked client transactions
• Coached, mentored and reviewed performance of large staff of Client Services representatives
• Gained experience with ASPECT phone system and reporting
• Developed and conducted training for all levels of the Client Service Department

• Responsible for the analysis, review and forecast of sales, vendor costs and margins
• Designed all reporting and tracking mechanisms
• Developed management and entry level training manual
• Partnered with Vendors to offer expanded product line to clients
• Analyzed effectiveness of policies and procedures
• Managed all client accounts and tracked changes in client patterns