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