Anthony J.

Szurly
Oakland, NJ 07436 cell (201) 450-0510 aszurly@gmail.com

Experienced, results-oriented manager with over 20 years supervisory background in a variety of customer experience settings. Strong customer focus and demonstrated results in performance-based, cost-effective operations and administrative management. Proven track record in recruiting, training and staff development. Excellent interpersonal, presentation, written and oral communication skills.

Bed Bath & Beyond, Inc., Union NJ 2007 - 2011 Director, eCommerce Contact Center Operations, Totowa NJ Led all contact center activities for $7B specialty retailer, providing multi-channel customer support (phone, chat, email, social media and self-service) for sales and service in a 24/7/365 environment. Negotiated resolution to all customer concerns resulting from fulfillment, shipping, quality issues. Directly responsible for all performance KPIs relating to customer experience and satisfaction, transaction quality and accuracy and chargebacks for 100+ agents handling 1.5 million contacts. Consistently met or exceeded goals. Created web-based FAQs and self-service options resulting in significant reductions of agent-based transactions for routine inquiries. Responsible for successful hiring, training and development of hourly associates and salaried management staff. Direct P&L responsibility for payroll and operations budget. Responsible for creating and monitoring performance KPIs for all supporting third party partners. Achieved exceeds expectations ratings and merit increases for all review periods.

Publishers Circulation Fulfillment, Inc., Towson, MD 2001 - 2007 Director of Business Support, Rockleigh, NJ (2007) Directed all contact center business support activities for inbound and outbound channels for The New York Times Company and The Boston Globe across six contact center locations in five states (500+ seats, 800+ agents) Managed relationships for all inbound channel domestic and offshore outsourced vendor partners. Led contact center project management activities to include new client integration, site and business optimization, business continuity planning, and integration of future technology. Led Business Operations Analytics group responsible for marketing and sales performance analytics, strategic recommendations for clients, key performance metrics and various incentive program plans and payouts for both inbound customer service and outbound sales channels. Directed workforce management team across all inbound contact centers. National Inbound Performance Manager, Rockleigh, NJ (2001-2007) Managed inbound channel operational performance for The New York Times Company and The Boston Globe across 250-seat, 8 million-call contact center locations in four states. Account Manager for inbound channel outsourced vendor management (telephony, CTI, training, staffing) Project Manager lead for successful integration of outsource integration Direct P&L responsibility for staffing costs and hiring plans, both internally and outsourced. Created, analyzed and distributed operational performance reporting and key performance indicators (KPI) to executive leadership. Benchmark productivity metrics and set goals for inbound channel service incentive plans. Led workforce management team in three locations using Genesys software suite to optimize staffing, schedules and agent resource productivity to meet and exceed client contract objectives and company AOP financial objectives. Developed and directed call allocation, routing strategies, call-control table design in Genesys Enterprise Routing Solution, Aspect and Avaya PBX environments to maximize productivity and profitability. Interacted with key client liaisons to develop strategic direction and refine business processes. Directed real-time management tactics, business continuity planning and deployment.

Customer Care Operations Manager, Rockleigh, NJ (2001) Successfully managed work teams handling 5 million calls for The New York Times Company to meet or exceed operational service level contract objectives and company financial objectives. Managed ten direct report front line supervisors and an organization of fifty inbound contact center agents providing customer care, sales retention and upsell/cross-sell services to New York Times subscribers. Developed performance based developmental plans, performance and merit reviews for team supervisors. Performed new hire interviews for contact center supervisors and agents. Suburban Associates, Ridgewood, NJ 1999 Outbound Project Team Leader Generated qualified investor lead lists for market research firm and contacted physicians to solicit private financing of pharmaceutical start-up. As team leader, monitored output and accuracy of outbound call-center staff employees. Health Fitness Corporation, Inc., Minneapolis, MN 1991-1999 National Program Manager, Lucent Technologies, Murray Hill, NJ (1998-1999), Program Director, Becton Dickinson and Company, Franklin Lakes, NJ (1991-1998) Directly managed company's largest corporate account, responsible for department business plans, budgets, payroll registers, customer billing and personnel administration. Hired, trained and supervised staff of 27 employees across 14 locations in seven states. Generated quarterly and yearly performance reviews, merit increase recommendations and individual employee development plans. Directed targeted, results-oriented and cost-effective programs to client that regularly achieved high customer satisfaction and above-benchmark ratings for customer penetration and usage rates. Successfully trained five Assistant Directors for promotion to Program Director at other client sites. Sportslife, Inc., Atlanta, GA 1990-1991

Department Director
Managed activities for customer-facing department in seven locations serving 30,000 customers. Supervised, hired and trained staff of 40 customer service employees. Created annual plans, performance reviews. Pepsi-Cola Company, Somers, NY Site Supervisor and Program Coordinator Responsible for development and delivery of programs servicing 1000 employees. 1987-1990

The United States Military Academy, West Point, NY 1982-1987 Instructor and Coach, Department of Physical Education and Intercollegiate Athletics Responsible for instructor training, class planning, instruction and evaluation of required cadet classes. Managed national recruiting program with extensive traveling, lead generation, outbound phone contacts and presentations with prospective candidates, families, schools and community organizations. Met or exceeded all annual recruiting goals. Awarded Army Commendation Medal for superior results. Education and Training Bed Bath & Beyond Manager Development Program Genesys University, San Francisco (Contact Center Manager, Workforce Manager: Operations) Long Island University, C.W. Post College (MBA program: Management Concentration (30 credits) The State University of New York, College at Cortland (Bachelor of Science in Education) Technology Skills RightNow Technologies CRM Cloud Monitoring, Chat and Email Clarify CRM Genesys Workforce Management, Call Center Analyzer, Call Center Pulse , Internet Contact Suite Aspect PBX, Report Runner, CE10 Avaya CMS, Call Center Supervisor, CenterVue, Custom Vue Director AT&T Route It! Virtual Hold Brio Reporting Tools (Designer and Query) JDA Order Management platform Microsoft Project, Access, Excel, PowerPoint, Publisher, Word