rick krueger resume - june 2015
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Rick Krueger
611 Pitney Place, Morristown, NJ 07960 ▪ 973.289.7020 ▪ rick@rickkrueger.com
Summary of Qualifications I am a professional fashion and glamour photographer and commercial studio owner with extensive
knowledge of lighting, posing, and post-processing. Full portfolio available at http://www.rickkrueger.com
Additionally, I have 12 years of experience in customer service, project management, account management,
sales operations, at all levels including management. Highly trained in customer service operations, conflict
mediation, critical business thinking, reporting/analysis, written and verbal communications, and executive
presentation development. Proven leadership, negotiation and project management skills. Able to learn new
systems, tasks and skills quickly.
Education Bachelor of Arts, Communication
University of Massachusetts, Amherst, MA
May 2003
Computer Skills Mac and Windows Operating Systems, MS Office Suite, FrontPage, Outlook, Project, Adobe Photoshop
(Creative Cloud and Prior), Adobe Illustrator (CS6 and prior), Adobe Lightroom (Version 5 and prior), Apple
Aperture, Capture One
Recent Experience Rick Krueger Photography – Little Falls, New Jersey Owner/Photographer ▪ 2003 – present I began my life as a photographer while in college, taking various classes and shooting casually, but turned my
attention to becoming a professional (part-time) after graduation in May 2003. My body of work is varied, but
focuses primarily on fashion, glamour, boudoir, and pinup work and has been published in more than a dozen
regional, national, and international magazines. In addition, I have experience shooting event, product,
headshot, and music photography.
Verizon Wireless – Basking Ridge, New Jersey Manager, Customer Service Operations: Technology ▪ 2013 – present As a Manager within the National Customer Service Operations organization, my specific focus has been on
the Speech Analytics application used to transcribe and categorize all of the customer service calls received in
our call centers. My team of 3 employees is responsible for the design and implementation strategy as well as
managing the application for our end users, including developing the categories by which our calls are
identified and the dictionaries required to build them. In this role, I am additionally responsible for managing
the relationship between Customer Service and our IT and Quality Assurance business partners as well as the
preparation and oversight of presentations made to our Executive Leadership on our technology initiatives. In
2Q, I was nominated for “Team Excellence,” a group of the top Customer Service Operations professionals in
the company.
Supervisor, HQ Executive Relations ▪ 2012 – 2013 As supervisor of the HQ Executive Relations Team (ERT), it was my responsibility to oversee a team of 6-8
employees who act as the frontline for customers choosing to escalate via phone, email, and written
correspondence to the Vice President level or higher at Verizon Wireless HQ. I was given an Operational
Excellence Award during the Customer and Business Intelligence 2013 kick-off for my dedication to the team
and commitment to helping them through a period of extreme volume by taking on the work of an ERT
Coordinator in addition to my management role.
Rick Krueger Page Two
Previous Positions Held Consultant, HQ Customer Service Operations, Go-To-Market Pricing Team ▪ 2010 – 2012
Served as Project Manager/Support for new consumer Pricing initiatives
Partner with Marketing, PMO, IT, Finance, Workforce Development and Legal teams
Relationship development with outside vendors including Apple, Motorola, Samsung, and LG
Development of company-wide communications for each launch
Customer Service impact reporting (call volume, average handling time, cost/benefit analysis)
Served as member of Data Charge Task Force to address customer frustration with data charges
Served as Project Manager for iPhone 4 and iPhone 4S launches
Supervisor, Business Sales Operations – New York Metro Region ▪ 2009 – 2010 Analyst, Business Sales Operations – New York Metro Region ▪ 2008 – 2009
Facilitate all sales reporting for New York Metro business-to-business channel
Lead metric analysis and strategy development to combat customer churn
Communicate new pricing and promotion information to regional sales employees
Develop contests and incentive programs to help improve sales metrics
Managed team of two employees
Coordinator, HQ Executive Relations ▪ 2006 – 2008 Inbound complaint (phone, email, written) workflow management for Northeast Area
Regular and ad hoc reporting for Executive Leadership
Manage high-profile/celebrity accounts
Developed nationally adopted quality assurance process for executive complaints
Appointed to the Insight Management Team in 2007 to develop Net Promoter Score process for VZW
Medco – Franklin Lakes, New Jersey Account Coordinator, National Accounts ▪ 2005 – 2006
Maintained pharmacy benefit programs for four Fortune 500 corporations
Suggest and implement change requests to client pharmacy benefit plans
Benefit usage reporting
Quarterly presentations to summarize the clinical and financial performance of each client’s plan
Quarterly client pharmacy benefit offering presentations employees
Verizon Wireless – Morristown, New Jersey Coordinator, National Strategic Accounts ▪ 2004 –2005 Customer Service Representative ▪ 2003 – 2004
Handling of inbound calls for both consumer and national account customers
New-hire training for incoming representatives
Developed off-line work request procedure for entire center
Irate/Escalated call handling
Top quality assurance rating for 3 years straight
Awarded “Winning with Teamwork” and “Circle of Excellence” awards in 2Q04
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