Christopher J. Soper 2728 Summit Terrace * Linden, New Jersey 07036
( [Send email to request phone number] 77.7336 ( [Send email to request phone number] 45.4014 (
SENIOR MANAGEMENT PROFESSIONAL: Call Center Specialist
Strategic Planning * Multi-Unit Operations Management * P&L * Budgeting &
Financials * Process Development * Recruiting, Hiring & Training * Staff
Scheduling & Management * Executive Coaching * HR * Cost Reduction * Compliance *
Customer Service * Corporate Communication * Continuous Improvement * Conflict
Resolution
Energetic, analytical, and forward-thinking senior contributor with highly
developed communication skills and a progressive track record of achievement
building and fully managing high-performance sales & service organizations.
Highly experienced in managing fast-paced call centers generating between
$4,000,000 and $150,000,000 in revenue and funds. An exceptional relationship
builder able to create and guide management teams, author and administer large
budgets, and work autonomously or as an integral member of a team to consistently
meet and exceed business goals and expectations.
Adept at analyzing ongoing requirements to formulate cost-effective alternatives
and improve service delivery dramatically. Present new concepts and ideas to
audiences at all levels of understanding and sophistication. Specialized skills
include expansion management, sales & marketing, promotions, training,
troubleshooting, and process improvement. A global thinker encouraging innovative
new ideas.
CAREER TRACK
CSI COMMUNITY SUPPORT, INC. South Amboy, New Jersey
REGIONAL MANAGER 2007 - Present
Oversee and guide effective operations for 3 offices for this firm providing
fundraising services for non-profit agencies and organizations such as breast
cancer and veterans groups. Work in close concert with upper management and with
senior office personnel helping to define both short and long-term requirements,
and developing and implementing policies, processes, and procedures to achieve
desired outcomes. Directly and indirectly supervise 200 employees.
* Evaluated existing polices and practices, and developed and implemented
significantly improved guidelines resulting in better customer service, lower
costs, and improved client management and satisfaction. Policies subsequently
adopted by all 14 call centers nationwide.
* Personally assigned by owner and senior executives to travel throughout the
United States and to operations in Canada to effectively troubleshot and resolve
a range of operational, sales, HR, and financial issues to ensure optimal
operations.
* Responsible for recruiting and hiring for the company. Write employment ads
for all offices, and developed and implemented a proven employee incentive
program. Conduct weekly sales training for all levels of management, and serve as
mediator to resolve labor / management issues.
* Achieved a significant cost savings through an in-depth personnel
reorganization. Hired and trained 7 new managers and key staff able to perform to
high expectations. In addition, directly influenced a 30% increase in sales in
the past 8 months.
METRO MARKETING, INC. Howell, New Jersey
GENERAL MANAGER / NATIONAL STUDENT LOAN DIVISION 2006 - 2007
Responsible for conceptualizing, developing, and implementing highly
cost-effective advertising strategies and campaigns for clients with specialized,
unconventional advertising and promotional requirements. In addition, directed
key business functions that included recruiting and hiring personnel to the
senior management level, analyzing market conditions to formulate short and
long-term revenue and profit goals, operations oversight, and key client account
management. Fully responsible for defining monthly, quarterly, and annual sales
targets and providing effective leadership to meet expectations. Reported
directly to owner only.
* Empowered and support front line managers, support personnel, and senior
managers through training and technical assistance to ensure full understanding
of corporate processes, procedures, product and service offerings, and
fundamental sales, marketing, and operations skills. Designed and utilized
performance evaluations for customer service, sales support, telemarketers, and
management professionals, to improve performance and maintain high morale and
satisfaction.
* Help develop all scripts, Q & A's and rebuttals; developed recruiting team
(Gorilla Marketing), directly responsible for 72 station predictive dialer with
100+ employees.
* Personally managed key accounts to ensured loyalty and satisfaction. As
required, served as go-between assisting Customer Service and Sales Division in
resolving issues in a timely and efficient manner.
* Trained, advanced and promoted 8 front-line managers and 4 administrative
types; instituted training program for TSR's with monitoring, evaluations and
mentor program.
* Met specific sales goals and quotas set by owner and increased sales by 70%
over 6 month period breaking all previous sales expectations and standards;
developed independent verification process.
* Developed new payout structure for new employee commission plan; set new
standards of excellence throughout division and company.
STRYKER BUILDING MAINTENANCE, INC. Westfield, New Jersey
OPERATIONS MANAGER / NEW BUSINESS DEVELOPMENT 2002 - 2006
Provided exceptional leadership for all key business functions for this company
with a large client base spanning 5 states. Fully responsible for P&L, with
duties including staff hiring and training, annual budget development, financial
management, marketing & sales analysis and planning, new product / service
development, and key account management.
* Analyzed market conditions and identified prospective clients. Built
relationships with key decision makers, presented customized services, and
negotiated and closed deals. Ensured total satisfaction through close monitoring
of service delivery, and resolved issues quickly and efficiently.
* Fully managed all marketing activities to continually expand market share and
meet / exceed revenue and profit projections. Strategies utilized included
telemarketing, direct mail, fax campaigns, referrals, and electronic marketing.
* Provided ongoing training to employees, including safety, environmental
compliance, customer service, and full understanding of all company products and
services. Provided performance evaluations, and mentored key personnel for
supervisory / management promotions.
* On average, company performed 1500 cleanings per month in 150 separate sites.
Since beginning of tenure, met and consistently exceeded revenue and profit
expectations.
COMMUNITY SUPPORT, INC. Paramus, New Jersey
SENIOR VICE PRESIDENT, SALES & INTEREST 1998 - 2002
VICE PRESIDENT, SALES 1997 - 1998
BRANCH MANAGER 1996 - 1997
Hired as Branch Manager to turn around an underperforming sales organization
currently operating 14 facilities in the US and overseas. Due to success, enjoyed
fast-track promotions and dramatic expansion in scope of responsibilities. Worked
directly with senior executives and the business owner analyzing operations and
developing and executing process improvements, focused training, and strategic
expansion plans resulting in far exceeding expectations in market share growth,
revenue flow, and profit achievement.
* Fully managed the development, launch, and establishment of 5 new call
centers, and assisted closely in further expansions. Overall, company grew from 3
offices generating under $3,000,000 per annum; within 6 years, company grew to 14
offices garnering $14,000,000 annually.
* As Branch Manager, turned around a $14,000 monthly sales loss through an
in-depth reorganization and focused training and staff development resulting in
generating $4,000,000 in gross sales in less than 1 year.
* Milestones include directing 30 fund raising campaigns per year, designed and
implemented a highly successful company-wide training program, and personally
sourced, interviewed, and hired 400 new staff. Responsible for a total of 288
call center stations.
CIVIC DEVELOPMENT GROUP Woodbridge, New Jersey
REGIONAL MANAGER 1994 - 1996
BRANCH MANAGER 1993 - 1994
MANAGER 1992 - 1993
Proactively managed a wide range of activities. Fully responsible for daily
operations, annual budget development, hiring and training, expansion management,
and key account management.
* Directly and indirectly managed 300+ employees. Ensured high efficiencies
through performance evaluations, morale building projects, and ongoing training
in both hard and soft skills. Between 1992 and 1996, played a leading role in
hiring approximately 600 employees.
* Designed and implemented a management training program for over 12 mid and
senior level managers and executives.
* Between 1993 and 1996, fully directed the opening and staffing of 6 new call
centers covering key markets.
* Directly due to efforts, company generated in excess of $150,000,000 in
donations.
LEARNING CREDENTIALS
MANAGEMENT, PUBLIC SPEAKING
Brookdale College, Lincroft, New Jersey
MILITARY SERVICE
United States Marine Corps
Special Operations Group * Counter-Terrorism expert
Forward deployed in 10 countries * 9 Medals & ribbons awarded
REFERENCES PROVIDED UPON REQUEST
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