Customer service manager with 36 years experience in 24/7 call-center operations. Demonstrated expertise in managing personnel, operations, technology and customer support. Significant accomplishments in team building, strategic planning, developing procedures, enhancing customer satisfaction & increasing revenue. Excellent interpersonal, communications, writing and training skills. Extremely customer focused.
Central Station ManagerSep 2014 to Jul 2017 MONITOR AMERICA － Moonachie, NJ
A 24-Hour UL Listed Central Station monitoring center specializing in remote video monitoring utilizing video analytic technology.
The company also provided
traditional alarm monitoring to national accounts, commercial, residential and dealer accounts throughout the US.
Oversaw daily operations of a central station call center managing a staff of dispatchers, data entry, clerical and administrative personnel.
Created and supervised weekly schedules affording sufficient coverage to effectively monitor over 2,000 video alarm events from multi-family housing properties in New York City on a daily basis.
Maintained staffing levels by recruiting and training new employees.
Coached and evaluated employee performance and made salary adjustments.
Reduced employee turnover by establishing a formal training program.
Created procedures and reporting methods for remote video monitoring where none existed prior to my arrival.
Directed the operations of central station automation systems including MasterMind and Sureview.
Full knowledge of alarm receiver technologies including Surgard, Alarmnet, Honeywell, DMP, Bosch.
Fluent in various alarm communication web portals including Alarm.com, Telguard, Alarmnet 360, Connect24.
Responsible for maintaining compliance with Underwriters Laboratories standards and annual inspections.
Developed statistical reports to track alarm activity reporting results to upper management and adjusted employee staffing to cover peak periods.
Worked closely with in house investigators to effectively detect and report suspicious behavior using video analytics.
Worked with integrators to bring central station accounts on line quickly and efficiently.
Inside Sales and Systems CoordinatorJun 2009 to Sep 2014 AMCEST CORPORATION － Roselle, NJ
A 24-Hour UL Listed Central Station contract monitoring center responding to burglar, fire and life safety signals from a national client base Supported an existing dealer base keeping companies current on pricing, services, new products, technologies and kept relationships fresh and current to maintain incoming business.
Attract and sign up new dealers to take advantage of monitoring services and technologies advocating new avenues of recurring monthly revenue in residential and commercial security and fire alarm monitoring; two-way voice; PERS monitoring, video verification, video analytics; video concierge services, GSM & internet monitoring.
Promote discounted equipment packages (Honeywell, NAPCO, Linear, Uplink) generating new sources of income for dealers.
Organized training seminars with national manufacturers for dealers offering NJ State accredited CEU courses.
Central Station Operations ManagerJan 1988 to Jan 2008 AFFILIATED CENTRAL, INC － Brooklyn, NY
amp; Tech Support.
Provide technical support for end users in testing, troubleshooting and disarming systems.
Assist dealers in programming control panels to communicate with central station receivers.
Provisioning GSM transmitters on the ALARMNET, Connect24 and UPLINK platforms as well as programming selected IP communicators.
Familiar with Honeywell COMPASS remote programming software and Linear remote programming PERS software.
Support Honeywell, DSC, Napco, Linear, GE and other alarm control panels as the first line of defense to help dealers avoid wasting time in manufacturer tech support on-hold queues.
Provisioning and programming Linear and Life Sentry PERS consoles providing tech support to dealers and end users.
Researched and resolved dealer and customer complaints
Licensing & Permit Coordinator.
Created and maintained a database of current state and local alarm company license requirements and ordinances.
Kept company's existing licenses and certifications current as required and obtained new licenses when required.
Administered customer permits in areas mandated by ordinance and billed dealers for permit fees and fines as required.
Promoted false alarm reduction awareness in areas where required.
A 24-hour emergency alarm-monitoring center responding to burglar, fire, and life safety signals from over 100,000 subscribers.
Education and Training
Certificate in Computer Application ProgrammingChubb Institute of Computer Technology － Parsippany, NJ
County College Of Morris － Randolph, NJ
Liberal Arts ProgramRutgers University - Livingston College － Piscataway, NJLiberal Arts Program