Martin Nadwodney
Customer Service Leader/Project Manager w/customer service, call center, operations and project management experience. Possesses strong team leadership, coaching, people, and motivational skills: A servant/leader.
- Role
- Account Supervisor at JPMorganChase
- Location
- Columbus, OH, US
- LinkedIn followers
- 500 followers
About Martin Nadwodney
Ø A superb mentor and inspirational leader which motivates employees to unite together as a group and maintain peak performance and productivity levels while simultaneously maintaining high morale across the board.Ø Trained and coached customer service, call center and sales personnel using real life situations, providing both positive and negative feedback, reinforcing skills and building self-esteem thru recognition of service above and beyond the call of duty.Ø Successful project management of telephone system and voice and data network installations, often involving second and third party vendors.Ø Assumes situational leadership. Able to turn vision into reality.Ø Cultivate client relationships to better understand their needs, acting as client advocate, while acting in the best interest of the company. Ø Proven self-starter, working independently, while contributing to the success of the entire team.Ø A natural entrepreneur, inquisitive and adaptable; embrace change readily.Ø Boundless energy, capable of adopting to a number of roles simultaneously: swift and agile.Specialties: Call center management, customer service, operational support, project management, sales support, telephone equipment installation, union and non-union technician dispatch, P&L experience, regulatory, voice, data, telecommunications business owner, contract negotiations, vendor management, cabling/wiring, tariff creation, scheduling, KPI management, process analysis and improvement
Experience
Account Supervisor
May 2023 — Present · Columbus, OH, US
Lead high‑volume BPO call center team; drive KPI performance including QA, adherence, productivity, and CSAT- Ranked #2 Team Supervisor based on overall KPI results- Conduct coaching sessions, performance reviews, corrective actions, and development planning- Foster a positive and inclusive team culture focused on improvement and accountability- Manage call quality evaluations and high-level customer/escalation issues- Oversee defect management, including identifying recurring issues, tracking root causes, and coordinating with cross-functional teams to drive resolution.
Education
Ohio University
Bachelor's degree, Communication Systems Management (Information Technology)
Skills
- Telecommunications
- Service Level Agreements
- P&L
- Call Center
- Remedy Ticketing System
- Self Starter
- Managing Groups
- Vendor Management
- Union Environment
- Telecom Expense Management
- Contract Management
- Contract Negotiations
- Customer Centricity
- Wireless
- Voice of the Customer
- Technical Understanding
- Escalation
- Lead by Example
- Centrex
- Telephony Systems
- Workforce Planning
- Executive Management
- Microsoft Office
- Operations
- Staff Supervision
- Broadband
- Project Implementation
- Project Coordination
- Mpls
- Crm
- Team Supervision
- Call Centers
- Voice Communications
- Help Desk Support
- Customer Service
- Voip
- Customer Value Management
- Pricing Negotiation
- Telecommunication Services
- Dispatching
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