Mark Janovic
Customer Service Call Center Operations
- Role
- Manager, Customer Operations Call Center at Veolia | North America
- Location
- New York, NY, US
- LinkedIn followers
- 500 followers
About Mark Janovic
SUMMARY Senior Training Professional with exceptional presentation and group…
Experience
Manager, Customer Operations Call Center
May 2022 — Present · Hackensack, NJ, US
Responsible for management and motivation of high volume call center and administrative operations teams consisting of 35 union agents and 5 Supervisors. Averages over customer interactions a day (Phone, email, web portal, paper/fax correspondence.) Assesses service statistics and implement strategies to improve quality of service and productivity.Works with supervisors to set and communicate performance standards that are specific and measurable, and in support of the business’ mission. Created effective customer service procedures, policies, and standards with focus in enhancing the customer experience and achieving first contact resolution.Plan, prioritize and delegate work tasks to ensure proper functioning of the department and ensure timely completion.Developing, maintaining, and strengthening collaborative partnerships with others inside or outside the organization who can provide information, assistance, and support.
Education
Pace University
B.B.A, Marketing
1981 — 1983
Bergen Community College
A.A, Business Administration
1979 — 1981
Skills
- Performance Management
- Employee Training
- Consulting
- Team Leadership
- Instructor-Led Training
- Leadership
- Staff Development
- Management
- Software Documentation
- Training Delivery
- Lotus Notes
- E-Learning
- Organizational Effectiveness
- Customer Service
- Coaching
- Workshop Facilitation
- Instructional Design
- Talent Management
- Conflict Resolution
- Learning Management
- Human Resources
- Organizational Development
- Program Management
- Management Development
- Vendor Management
- Inspiring People
- Onboarding
- Employee Engagement
- Blended Learning
- Captivate
- Learning Management Systems
- Leadership Development
- Microsoft Office
- Training
- Needs Analysis
- Saas
- Adult Education
- Change Management
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