Kevin. N.

Warner
Customer Support Management Professional
Improving the Customer Experience
Professional Profile
Results driven professional with over 20 years experience leading successful tea
ms in all aspects of customer support. Diverse background includes key roles in
customer service and call center management. Successful track record of improvin
g the customer experience by maximizing available resources while also improving
support margins. Strong analytical skills and experienced at translating data i
nto actionable strategies.
Accomplished team builder and leader able to develop effective teams committed t
o providing outstanding customer support. Adept at adapting to new and challengi
ng environments and assimilating quickly into new roles. Demonstrated passion fo
r consistently delivering results that exceed expectations. Expert communicator
and able to collaborate effectively with personnel at all levels.

Areas of Expertise
* Policy and Procedure Development
* Interviewing / Hiring
* Team Building / Development
* Microsoft Word
* High Level Complaint Resolution
* Microsoft Excel
* Global / Remote Team Management
* Microsoft Outlook
* Call Center Management
* SAP System

Professional Experience
M/A-Com Technology Solutions, Inc. April 2008 October 2009
A leading supplier of RF, microwave, and millimeter wave components.
Manager Business Support
Managed a global customer service team in all areas related to the order entry p
rocess, customer complaint resolution, and strategic account relationship manage
ment and support.
Actively directed a team of 20 US and European based Customer Service Professio
nals and held matrixed responsibility for a team of 30 Field Sales Administrator
s located in the US, Europe, and Asia for all policy and procedure related activ
ity.
Developed updated customer service business processes by soliciting CS Team inp
ut and effectively streamlining outdated procedures.
Improved strategic account service levels for On Time Delivery by an average of
5% by realigning CS support for key accounts and developing metrics to track pe
rformance for these accounts in all measurable areas including On Time Delivery.
Implemented cross-training initiatives that added depth to CSR skill sets and i
mproved the departments flexibility and response capabilities.
Effectively collaborated with executives in Sales and Operations which allowed
for more effective resolution of complex customer problems.
Successfully led the CS Team through two divestitures and two major system conv
ersions in less than one year while continuing to maintain service levels.

First Marblehead Education Resources, Inc, - October 2006 February 2008

A key player in the student loan lending industry.
Manager Priority Service
Managed all aspects of a high volume call center designed to provide operational
support to over 5,000 schools and clients.
Actively managed the day to day operations of the priority service supervisor a
nd 11 highly trained priority service representatives.
Met or exceeded all call center metrics by properly staffing the department and
properly allocating workload.
Optimized PS Department service level delivery by reorganizing the group so all
communication channels phones, email, etc, - were appropriately staffed.
Trained and developed PS staff to ensure consistent and accurate communications
with school officials, lender clients, and internal business partners.
Resolved high level complaints / issues by effectively communicating to all par
ties involved and by accurately documenting each case.
Reduced unnecessary call volume by 15% by identifying a technical issue involvi
ng outgoing faxes that was not working properly. Partnered with IT in researchin
g the root cause and developing a fix to the problem.
Collaborated with business partners in sales and other key departments to ensur
e the most effective and efficient implementation of new programs and process im
provements.
Improved the customer experience by
o Designing and implementing new call quality monitoring tools and standards.
o Implementing proactive call out campaigns to key schools.
o Identified and improved the functionality of the school portal of the TERI web
site.
Reduced PS representative attrition rates by
o Creating career paths within the PS Department.
o Implementing effective individual development plans.
o Hiring and retaining the right staff.
Gibbs College of Boston Boston, MA September 2003 October 2006
A recognized leader in Career Colleges in the Boston Area.
Director of Student Accounts
Direct all activities of the College Student Accounts Office including accounts
receivable collections, cash deposits, refund processing, posting all student ch
arges, posting cash, maintaining compliance with all Federal and State regulatio
ns, and multiple other related functions.
Reduced the schools bad debt percentage from 15% in 2003 to 1% by instituting a
nd executing disciplined account collection procedures.
Increased overall cash collections by an average of 10 30% per month by requir
ing consistent implementation of collection calls and collection letter strategi
es.
Developed an innovative collection program for out-of-school student accounts t
hat was the key instrument in reducing the bad debt percentage from the worst po
sition in the division to one of the best.
Redefined and clarified all internal Student Accounts Office policies and proce
dures by rewriting necessary procedures and creating / communicating policies wh
ere none existed.
Virtually eliminated audit findings by Almich and Associates determined to be o
f significant levels in the 2003 audit to insignificant levels in the 2004 audit
by ensuring departmental compliance to DOE regulations for refunding Federal Ti
tle IV funds.
Diversified Credit, Inc. Woburn, MA June 2002 September 2003
An innovative leader in Accounts Receivable Insourcing.
Collections Analyst
Collected accounts for two major clients as well as accounts referred to the Hig
hland Collection Agency division. Effectively bridged communication between the
client and their customers. Prepared month-end reports and provided any addition
al ad hoc information requested by the client.
Produced a record low over 90 day % on 600 plus account aging by implementing a
n aged receivables strategy, escalation of communications, and effective use of
credit holds.
Reduced over 60 day % on second client aging from over 13% to less than 5% cons
istently by resolving outstanding issues on aged receivables on key accounts.
Sears, Roebuck and Co. Salem, MA 1993 2002
A leading national retailer with (at the time) one of the largest proprietary cr
edit card portfolios in the United States.
Key Positions:
Actively managed the activities of multiple diverse teams in collecting Sears cr
edit card accounts from early stage delinquency to pre write-off to post write-o
ff recovery.
Collections Manager Late Stage Delinquency
Collected accounts that were 150 240 days past due.
Reduced bad debt write-off by $100,000 per month by designing and implementing
more effective late stage collection strategies.
Improved collection department results rank from the bottom third versus eleven
comparable units to the top third in less than 6 months by focusing collection
team on clearly defined goals.
Bankruptcy Unit Manager
Directed the operations of a business unit comprised of 2 process managers, 15
team managers, and over 150 associates.
Processed Chapter 7 and Chapter 13 bankruptcy filings on Sears accounts for the
Eastern half of the United States and Puerto Rico.
Collections Manager Inbound Collections Unit
Ensured adherence to service level standards by effectively managing associate
scheduling.
Provided immediate access to procedural job aids by developing an Inbound Desk
Reference Manual.
Achieved top national performance rankings in inbound collections results in le
ss than 6 months after unit start up.
Collections Manager Early Stage Delinquency
Collected assigned accounts between 30 90 days past due.
Reduced overall cost to collect accounts by implementing a shift in the allocat
ion of associate scheduled hours to 75% nights and weekends, thus improving cont
act to call ratios.
Quality Assurance Manager Customer Service
Executed all call monitoring for the Customer Service Department.
Communicated verbally and in writing all call skills opportunities, procedural
error, etc. to customer service managers.
Early Career
Rallys Inc. Louisville, KY 1992 1993
An aggressively growing fast food chain headquartered in Louisville, KY.
Riverfront Restaurants, Inc. Cincinnati, OH 1987 1992
A franchisee of Rallys Inc.
Education
B.A. Theology, 1986 Baptist Bible College Springfield, MO