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JON BIRBECK 6723 Rogers Avenue * Pennsauken, New Jersey 08109 856.419.

5515 * CONTACT CENTER & CUSTOMER SERVICE MANAGER Highly accomplished Contact Center Manager with 20 years of delivering superior customer service, staff productivity and sales/donation growth improvements. Pro ven leader known for optimizing staff performance to enhance business operations , productivity and efficiency. Creative problem solver, team mentor and trainer with an ability to expand public awareness, elevate organizational processes and track production levels. Core Competencies Staff Development * Customer Service * Continuous Process Improvement * Op erational Efficiency Team Leadership, Mentoring & Training * Public Awareness * Communications St rategies Call Center Operations * Charitable Organizations * Productivity Improvement * Client Relations PROFESSIONAL EXPERIENCE OUTREACH INTERNATIONAL, Berlin, New Jersey * 2004 to 2009 Breast cancer and diabetes charity organization. Contact Center Manager Provided day-to-day leadership for call center operations to improve productivit y, efficiency and staff performance. Targeted specific areas to expand public aw areness and attract new donors. Ensured efficiency levels remained high througho ut workday by adjusting dialer. Delivered tracking for all incoming donations an d reported numbers to charities and state regulatory agencies. Trained, mentored and developed personnel and guaranteed optimal staffing levels. Specific Accomplishments: * Led startup operations for organization, growing donation base and building company from the ground up. * Expanded charitable operations by contracting 2nd charity and targeting 2nd state. * Elevated public awareness and market reach by designing fulfillment packages . GREAT EXPECTATIONS, Cherry Hill, New Jersey * 2003 to 2005 Dating service with 8 call centers and 45 employees. Telemarketing Manager Coordinated distribution of leads generated from direct mail and internet contac ts to multiple call centers. Monitored quality of service delivery and devised s trategies to enhance personnel production. Trained and developed staff to ensure best possible service and performance. Provided human resources leadership and crafted staffing plans to optimize productivity organization wide. Specific Accomplishments: * Boosted organization service levels by consolidating 8 smaller call centers into 2 large-scale service operations. * Increased revenue by 20% and conversion by 40% through multiple service and staffing improvements. JON BIRBECK * Page 2 *

FUSURA, L.L.C., Wilmington, Delaware * 2001 to 2003 Automobile insurance company providing products from AIG and Prudential. Director of Marketing Operations Monitored agent calls to ensure consistent delivery of customer service quality and performance levels. Organized agent licensing and appointments for agents. P rovided regular optimization to call routing for high call levels. Developed and delivered training to new agents while tracking, reporting and analyzing servic e and production levels. Specific Accomplishments: * Expanded call center from 6 property and casualty agents to 44 agents. * Elevated revenue levels by coordinating binding process. * Significantly improved service levels by creating new call and e-mail priori ty levels and routing. ICT GROUP, INC., Langhorne, Pennsylvania * 1992 to 2001 Telemarketing service agency with 2,000 employees. Vice President of Telemarketing Operations Directed daily activities of multiple telemarketing center operations. Communica ted with call center managers and directors to monitor performance, devise month ly call schedules and ensure consistent quality. Provided onsite weekly leadersh ip and client services at each individual call center Specific Accomplishments: * Increased credit insurance division monthly revenue from $5 million to over $12 million. * Enhanced property and casualty division monthly revenue from $40,000 to more than $450,000. * Expanded insurance sector by researching and developing innovative new local education grant financial and funding stream. Early Career (details on request): Call Center Director & Manager, Encore Marketing EDUCATION Business Administration Studies Frostburg State University