PAUL SCHNEIDER schneidsinsl@gmail.com 817.941.7741 EXECUTIVE CUSTOMER SERVICE MANAGER RELATIONSHIP MANAGEMENT | CONTINUOUS IMPROVEMENT | EXECUTIVE-LEVEL MANAGEMENT 18 August 2015 Dear Hiring Professional: Offering dedicated experience in customer service, continuous improvement, and relationship management, I am currently seeking new challenges in an executive customer service management role. As a visionary leader, I possess a proven track record of devising and implementing effective strategies that improve customer / employee satisfaction, ensure regulatory compliance, and bring projects in on time. Equipped with solid communication, interpersonal, and problem solving skills, I am confident I will prove invaluable to your organization. My key skill sets include: CLIENT RELATIONS ─ CUSTOMER SERVICE ─ FINANCIAL MANAGEMENT ─ FORECASTING ─ OPERATIONS MANAGEMENT P&L RESPONSIBILITY ─ START-UP OPERATIONS ─ STRATEGIC PLANNING ─ TEAM FACILITATION TRAINING / DEVELOPMENT During my career, I have: - Led implementation of non-qualified plan customer guidance model. Produced $1.5 billion in new asset flows in the 1st 6 months. - Functioned as site lead for existing and prospective client visits. - Acquired new business from American Airlines, Dean Foods, and Stage Stores. - Led 3 successful call center start-ups for GM and Bank of America, as well as a site opening in Merrimack, New Hampshire. - Managed over 50 client relationships, including Unisys, Monsanto, AT&T, ABB, CAT, Toyota, and Goodrich. Produced 96% client retention rate during 4 year period. - Implemented new call center service model for 700 health and insurance associates across multiple sites. Increased overall customer satisfaction by 5% in 6 months. - Hired to implement new 400 associate call center; expanded site from 0 to 200 associates in 1st 5 months and grew to 400 associates within 1 year. - Developed and implemented new national strategy for quality assurance. - Functioned as key member of national project team that led initiative to create semi-dedicated call center service strategy without increasing cost across 4 sites and 2,300 associates. Having introduced you to my professional background and achievements, I encourage a personal meeting so that I may detail my qualifications and learn of your objectives. In the interim, I look forward to speaking with you and appreciate your attention. Sincerely, Paul Schneider

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