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Anthony Langella is a customer service Manager with proven experience managing customer-facing teams, projects and programs with success being achieved at regional, national and global levels.
Originaltitel
Director Customer Service Manager In New York NY Resume Anthony Langella
Anthony Langella is a customer service Manager with proven experience managing customer-facing teams, projects and programs with success being achieved at regional, national and global levels.
Anthony Langella is a customer service Manager with proven experience managing customer-facing teams, projects and programs with success being achieved at regional, national and global levels.
SERVICE DELIVERY AND CUSTOMER CARE PROFESSIONAL An established senior leader with proven experience managing customer-facing teams, projects and programs with success being achieved at regional, national and global levels. Six Sigma Green Belt that knows how to properly identify, deploy and motivate resources in order to achieve the highest levels of results. Leverage strong business acumen by recognizing opportunities for improvement and effectively aligning resources with overall corporate strategy and vision. CORE COMPETENCIES Maximizing Customer Outcomes Relationship Building / Development Six Sigma Green Belt Program Management Product Deployment/ Rollout Performance Metrics / KPI Voice of the Customer Service Sales Vendor / Third Party Management Customer Education Company Brand Awareness Professional Services
PROFESSIONAL EXPERIENCE
MST Services Inc. 2013 - Present Owner Franchise owner of a territory in New Jersey responsible for the development and delivery of marketing and advertising campaigns for small to medium sized businesses. As sole owner/proprietor responsibilities included direct sales, customer service, art/ad creation, billing (QuickBooks) and collections Turned a failing franchise into a profitable business in 5 months by improving customer service and focus Added, on average, 5 new customers per month Closed one of the largest Italian Restaurant chains in the Northeast by developing a campaign that delivered 10% year over year growth to their business Create custom marketing and advertising campaigns for 50+ clients per month JUNIPER NETWORKS 2006 - 2012 Sr. Program Manager, Customer Service PMO Senior-level advocate for customer affairs and service quality at 80+ customers, including high-level financial services firms such as Morgan Stanley, Citigroup, and Goldman Sachs and Internet Service Providers such as Comcast. Ensure the highest levels of customer support and fulfillment of contractual deliverables through leadership of Service Managers, Professional Services, Engineering, and TAC organizations, specifically active supervision of contractual performance and service-level agreement compliance. Design and implement service setup to include support staffing levels and risk mitigation offerings. Personally designed and rolled out service setup to include support staffing levels, as well as risk mitigation offerings for assigned clients Awarded the Internal Customer Satisfaction Award, selected by peers for outstanding collaboration and performance. Increased overall sales team success rate by 30% through the assembly and leadership of monthly executive meetings to review service performance metrics, expand customer product knowledge and product roadmap. Successfully led more than $1M in professional services rollouts for Comcast across multiple networks as a Program Manager. Increased customer brand awareness, leading to more than $1M in Educational Service Sales for four consecutive years. Anthony Langella PAGE 2 OF 2 (917) 817-1110 langella72@yahoo.com
Developed an Account Support Plan document for my customers that was adopted by Juniper Customer Services as a mandatory document for all clients Spear headed the Make-It-Right program for assigned clients leading to improved customer satisfaction NORTEL NETWORKS 1999 - 2006 Customer Operations Leader | Major Channels (2005 - 2006) Customer Operations Leader | Global Accounts (2001 - 2004) Northeast Region Service Leader (1999 - 2001)
Personally trained and supported sales teams in a highly diverse, client-related subject matter Recruited to work directly with multi-national corporations, providing seamless delivery while driving extensive customer support projects for the company's Top 25 Global clients. Key member on the Essential Global Customer Partner Initiative Committee, standardizing SLA criteria and Service delivery across numerous client countries. Managed 22 members of the Professional Service Engineering team as direct reports for long-term, on-site assignments, as well as a 23-member Field Engineer team for short-term projects. Managed a 30-person Professional Services Delivery team comprised of Engineers and Specialists ensuring the highest levels of customer satisfaction. NETWORK EQUIPMENT TECHNOLOGIES 1987 - 1998 Director | North American Customer Service (1995 - 1998) Northeast Regional Service Leader (1987 - 1995) Sr. Executive for a 100+ nationwide field service organization dedicated to delivering installation, warranty and remedial maintenance services for products across the Enterprise and Federal government market segment. Grew Service contract revenue by 35% and T&M Revenue by 150% through innovation of existing procedures Oversaw the successful selection and implementation of all call center management software, driving sales increases on standard and customized national contracts. Created innovative strategies to improve customer satisfaction by maintaining high levels of communication and response time. Developed ISO 9000 documents in order to ensure 100% compliance and accreditation of ISO 9001 standards. Rolled out an automated billing review process that increased time and materials revenue $1.2M within six months. Dramatically improved maintenance contract retention rates by developing and implementing a call management review program. ___________________________________________________________________________________________ EDUCATION / CERTIFICATION Six Sigma Green Belt Value-Based Selling & Negotiation | Re-Engineering the Corporation Situational Leadership | Team Styles & Conflicts | Patterns and Processes of Leadership College of Staten Island, Electrical Engineering Technologies (Partial Completion)