Posted by on March 25, 19103 at 12:13:39:
Harry Anderson 390 Riverside Drive, New York City, N.Y. 10025 (212) 663-8693 / h.andersonhp@verizon.net
Objective: Continued professional employment in call center operations management. Position emphasis
on call center communication, financial/consumer products customer service and human resources training.
Experience
US Tender Inc. Rockleigh, New Jersey 2002 - Present
Manager, Call Center Operations
* Develop strategy and implement management tactics for all call center operations.
* Responsible for day to day operations including coaching training and management development.
* Establish operating policies and procedures necessary for efficient sales and effective customer service operations.
* Supervise dept. leaders and line staff. Create support and management infrastructure.
* Coordinate all training activity, customer service, quality assurance and sales/marketing departments.
* Monitor and report all call center metrics for optimum service levels.
Georgeson Shareholders/Source One Communications, Jersey City, New Jersey 1999 - 2001
Group Supervisor promoted to Dept Manager
* Manage operations and staff for 250 station call center. Customer service, financial services, and consumer products.
* Inbound/Outbound operations in Financial Services and Consumer Products, including Proxy, stock transfer, splits, odd lot,
demutualization, certificate registration, etc.
* Develop monitoring and reporting call center metrics and QA adherence.
* Provide staff training for policy, procedure, client/customer communications technique and etiquette.
* Project management for individual accounts, including Sony, Bristol Meyers, Aiwa, Ford Motor Company.
Metropolitan Life, New York City, N.Y. 1997 - 1999
Customer Service, Account Manager
* Train, develop CSR and insurance staff agents in product delivery, call center procedures and account management.
* Supervise multiple teams, inbound call center CSR staff. Maintain accurate service delivery, compliance and QA.
* Deliver insurance and financial service products i.e. Mutual Funds, Variable Products, Annuities and qualified plans.
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Chase Manhattan Bank, New York City, N.Y. 1993 - 1997
Senior Consultant, Training Manager
* Responsible for training and development of branch personnel in securities, equity and insurance product sales.
* Achieved financial service sales goals for all neighborhood branches in New York City, West Side District.
* Develop investment, customer client base using qualified referral techniques, seminars, and solicitation.
Metropolitan Life, New York City, N.Y. 1991 - 1993
Registered Representative
* Design, develop, and present financial service, protection and equity investment products.
* Re-designed financial products for sales delivery to small business and advance market professionals.
* Propose corporate policy used in conjunction with employee medical, key person, and pension plans.
Simplicity Pattern Company, New York City, N.Y 1989 - 1991
Director of Human Resources
* Manage Corporate HR division made up of Benefits, Personnel Administration, Employee Relations and Office Service departments.
* Accountable for all divisional activity. Provide accurate and timely benefits, EEO, ERISA, 401K reporting etc.
* Manage performance and appraisal system. Counsel to management on all HR issues.
Harry Anderson, Page 2.
PHH Fantus/Homequity, Inc. Danbury, CT 1985 - 1989
Director, HR Advisory Services
* Responsible for all HR division services.
* Develop business strategy, recruiting, training, personal administration, performance and appraisal system.
* Managed consulting group dedicated to development of HR policy and plans for corporate clients during relocation.
Moran Stahl & Boyer, Inc. New York City, N.Y. 1979 - 1985
Director of Human Resources
* Responsible for internal HR management
* Implement strategy for staffing, training, recruiting, benefits, corporate policy and administration.
* Manage EEOC, ERISA medical and pension administration. Counsel management on HR issues.
SUMMARY QUALIFICATIONS
Results driven, team-oriented administrator with several years of progressive experience in communications, call
center management, human resources/personnel management and sales. HR director for a management consulting firm
specializing in personnel and labor relations management. Extensive experience in design and administration of
performance management, staffing, training, customer service plans, compliance and regulatory requirements.
Managed activity of high volume inbound/outbound call center. Supervised training and development of CSR staff and
team leaders. I have designed, implemented and managed project assignments for small private organizations and
Fortune 500 scale companies; Mobil-Exxon Corp, St.Regis Paper and JC Penny are but to name a few.
The experience gained through such projects has given me excellent perspective in corporate policy design,
benefits administration and associated operations management to achieve business goals.
RELEVANT SKILLS
Broad based communications and customer service call center experience. Through knowledge of both inbound and outbound
operations in a financial service and consumer products customer service environment. Excellent management skills
supervising staff and maintaining productivity levels. While HR director for a pattern manufacturing company, I was
responsible for all divisional activity, with P&L responsibility. I managed process in a non-union HQ environment with
multiple plant locations governed by and with union management. Instituted company-wide OD/diversity program, conflict
and crisis management resolution training and private source recruiting program.
Proven track record as skilled, efficient professional with well-developed oral, written and platform communication skills.
Ability to reduce complex issues to understandable action plans. I hold a Life Underwriters Training Council (LUTC)
designation, New York Insurance License and a NASD Securities Brokers License. I also serve as a non paid advisor on
the Board of Directors for two non-profit organizations and have had extensive practical experience having owned and
operated a retail business with gross sales of $1.2mill.
EDUCATION
Bachelor of Arts, Degree City University, New York
Walden Prep School, New York City, N.Y.
LICENSES’S
Insurance
* Life , Health, Accident
* Life Underwriters Training Counsel
NASD-SEC
* Series 6-63