Eric Levine

• Led a high-performing team to consistently meet SLAs while handling approximately 20,000 to 25,000 items monthly, driving exceptional client satisfaction.
• Managed day-to-day operations, set clear expectations and goals for individual team members, and ensured high levels of performance.
• Conducted Root Cause Analysis (RCA) for escalations, driving process improvements, and minimizing recurring issues.
• Measured and reported team productivity, providing insights to senior management, and coaching frontline specialists to optimize performance.
• Designed and implemented specialized training programs to align the team with organizational guidelines and policies.
• Provided guidance to team members on how to handle difficult situations with clients.

• Launched and managed the internal call center, overseeing a team of 10 customer service representatives (CSRs), and handling over 3,500 calls per month.
• Developed and implemented policies and procedures for day-to-day operations, enhancing operational efficiency and service quality.
• Created training materials and performance tracking tools to ensure consistent delivery of high-quality customer service.
• Collaborated with senior leadership to identify opportunities for improving customer experience, and operational performance.

• Led a team of 55 employees in a fast-paced alarm monitoring environment, ensuring compliance with federal and state regulations.
• Oversaw real-time data reporting, call monitoring, and coaching to ensure optimal team performance, and timely alarm response.
• Developed and implemented process improvement plans that successfully reduced response time from 50 seconds to 30 seconds.
• Built and maintained strong relationships with both residential and commercial clients, ensuring the highest levels of customer satisfaction.

• Managed national accounts for an international telecommunications client, ensuring top-tier customer service across multiple platforms, including calls, emails, and social media.
• Developed programs to enhance client relationships, streamline communication, and improve operational processes.
• Launched initiatives to align team members with business objectives, fostering a sense of ownership, and driving performance improvements.
• Oversaw daily activities of staff members assigned to specific tasks related to customer accounts.
• Implemented successful business strategies to increase revenue and target new markets.

• Spearheaded several client and employee programs aimed at increasing revenue and driving client satisfaction.
• Led initiatives to enhance the overall client experience, identify business opportunities, and strengthen client relationships.
• Encouraged team members to adopt an entrepreneurial mindset.
• Managed a workforce of 365 across two locations for high-profile clients.
• Maintained accurate records of all program-related activities including expenses.