JON BIRBECK
6723 Rogers Avenue  *  Pennsauken, New Jersey 08109
 [Send email to request phone number] 19.5515  *  

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.
Proven 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  * 
Operational Efficiency
Team Leadership, Mentoring & Training  *  Public Awareness  *  Communications
Strategies
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
productivity, efficiency and staff performance. Targeted specific areas to expand
public awareness and attract new donors. Ensured efficiency levels remained high
throughout workday by adjusting dialer. Delivered tracking for all incoming
donations and 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
contacts to multiple call centers. Monitored quality of service delivery and
devised strategies 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.
Provided regular optimization to call routing for high call levels. Developed and
delivered training to new agents while tracking, reporting and analyzing service
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
priority 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.
Communicated with call center managers and directors to monitor performance,
devise monthly call schedules and ensure consistent quality. Provided onsite
weekly leadership 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