BENNIE L.

HODGE 1 Linda Lane Home 845-290-1512 Spring Valley, New York 10977 Cell 917-864-8645 CAREER PROFILE I am a highly talented Customer Service/ Call Center Manager. A professional can didate with over 14+ years with multi-disciplinary leadership experience, encomp assing operations, personnel, and management facets, including assisting in the establishment of successful inbound call centers. Excels at focusing tremendous work ethic and creative energy and vision to every service endeavor. I have serv ed in all capacities in the customer service field ensuring client satisfaction. Flexible and adaptive in all situations. I have proven abilities based on my s trategic vision and leadership skills. This is clearly demonstrated in my previo us employment. I unmistakably have the ability to focus on both broad organizat ional strategies and specific detailed goals. This progressive experience couple d with my natural leadership abilities makes me a prime candidate for any profes sional organization. I am known as someone who never walks away from a challenge and, furthermore, someone who never fails in exceeding expectations. SUMMARY OF ACCOMPLISHMENTS The Computer Factory: Named special liaison to the companyas three major account s ensuring clients commitments for the remainder of the contracts. Promoted t o Supervisor of Field Service in less than six months with company. Information Products: Persuaded management to upgrade from manual dispatching to utilizing computers with Support Magic dispatching software. Results were 75% i ncreased response time and productivity. U S Computers: Succeeded at creating an efficient and professional help desk fo r one of the companyas major accounts. The account rewarded the company with a r enewed and extended contract. Micros To Mainframes: Established a successful call center, by removing and rep lacing personnel in addition to upgrading software and implementing new communic ations hardware. Response times, Open and closed tickets reached an all time hig h of over 50%. Succeeded at implementing off-site work schedule for two senior engineers to efficiently and effectively respond to 24/7 major accounts. Assign ed new personnel along with upgraded hardware, thus increasing response and comp letion times while meeting SLA agreements. The account extended their contract w ith the company for another two years. EnPointe Technologies: Reduced call backlog from 560 open tickets to 65 in less than five weeks. Results: renewed contract Notify MD: Created. and instituted a Operators aQuality Call Control Policy and a employees aAttendance Points Policya Improved customer communication and call processes and reduced volume of custom er complaints.

EXPERIENCE NotifyMD New Rochelle, New York 2006 - 2009 Call Center Assistant Manager * Assistant Manager for a 24/7 Thirty person inbound call center / answering s ervice * Create and submit biweekly billing and employee time cards. * Heavy phone work. * Direct contact with sales personnel and customers for specific service related requests. * Responsible for all management, administrative and operational issues involvin g direct reports. * Responsible for reviewing and evaluating personnel for productivity and qualit

y. * On call 24 hours a day, 7 days a week for all client complaints or center issu es. * Directly supervise a team of customer care agents ensuring customer-centric at titude. * Support and communicate quality standards, processes and procedures policies. * Manage team to meet and exceed response time goals. * Work directly with the General Manager to enhance customer service tools. * Improve customer communication and processes to reduce volume of customer call s and complaints. * Assist in escalated customer issues and provide resolution or direction. * Ordered and activated customer communication hardware i.e. beepers, cell phone s, Blackberries etc. for database. * Responsible for ordering and the installation of all computer hardware. * Installed workstation software upgrades when needed. * Responsible for the ordering of all office supplies. * Entered aAlla new accounts into database. * Ran weekly data backup files * Responsible for all interviews and the, hiring and firing of customer service employees.

WALA Consulting Inc Belleville, New Jersey 2002a"2006 Customer Service/Call Center Manager * Manage 16 person inbound call Center * Create and submit monthly and weekly utilization /status reports and submits d irectly to the CEO of WALA Consulting. * Heavy phone work, review and approve all incoming customer call requests. * Meet and interact with all onsite service accountas MIS Directors and IT perso nnel on a weekly basis to improve the quality of service provided by WALA Consul tants. * Direct contact with sales personnel and consultants for specific service relat ed issues. * Responsible for all management, administrative and operational issues involvin g direct reports. * Responsible for reviewing and evaluating personnel for productivity and qualit y. * On call 24 hours a day, 7 days a week for 24/7 clients to ensure all issues ar e handled smoothly and without interruption. * Directly supervise a team of customer care and technical support agents ensuri ng customer-centric attitude. * Support and communicate quality standards, processes and procedures policies. * Manage team to meet and exceed response time goals. * Work directly with engineering team to enhance customer service tools. * Improve customer communication and processes to reduce volume of customer call s and emails. * Worked with sales personnel and or department for all new accounts * Assist in escalated customer issues and provide resolution or direction. * Possesses strong leadership team building and interpersonal skills, very custo mer service focus. * Experienced in hiring full and part-time customer service employees. EnPointe Technologies New York, N.Y Branch Service Manager 2000 a" 2002

* Managed all field service and onsite personnel for EnPointeas New York City, N orwalk Connecticut. And Boston Massachusettsas accounts. This included approxima tely 10 engineers.

* Dispatch and or approve the dispatching of senior technician and engineers. * Direct contact with sales personnel and consultants for specific service relat ed issues. * Directed and developed staff to maximize performance and potential of individu als. Supervised personnel in the areas of training, work assignments and quality control. Analyze and prioritize work related problems and assist direct reports in problem solving. * Managed logistics for the NYC office. * Established direct contact with the clients, MIS, & IT personnel in order to m onitor service delivery quality control. * Provided daily and monthly call summary / status reports. * Responsible for all management administrative and operational issues involving direct reports. * Worked with sales personnel and or department for all new accounts * Directly responsible for maintaining the quality, size and functionality of th e service organization. * Responsible for reviewing and evaluating service personnel for productivity an d quality. * Create and submit monthly utilization reports and weekly status reports to the national service director. * Reviewed and approved all overtime, vacation, sick days, expenses etc. Micros to Mainframes Valley Cottage, NY 1997 a" 2000 Customer Service / Call Center Manager * Managed all field and onsite personnel for Micros To Mainframesa New York City and Rockland County accounts for approximately fifty field and on-site engineer s. * Interfaced with sales personnel and consultants for all service related issues . * Managed 5person inbound Call Center. * Assigned calls to specific technicians and engineers. * Worked with sales personnel and or department for all new accounts * Directed and developed staff to maximize performance and potential of individu als. Supervised employees, to include training, assigning and checking work to e nsure compliance with guidelines; analyze and resolve work problems or assist wo rkers in problem solving. * Scheduled all vacations, personal days, sick days, etc. * Reviewed and approved all overtime and expenses. * Meet and interact with all onsite service accountas MIS Directors and IT perso nnel on a weekly basis. This was done to improve the quality of service that was provided by Micros To Mainframes. * Direct contact and communication with all vendors, i.e., Compaq, HP, Dell, IBM , CISCO, 3Com, etc. to resolve and avoid any conflicts that might adversely impa ct the quality of service for all clients. * Responsible for all management, administrative and operational issues involvin g direct reports. * Directly responsible for maintaining the quality, size and functionality of th e service organization. * Responsible for reviewing and evaluating personnel for productivity and qualit y. * On call 24 hours a day, 7 days a week for our 24/7 clients, this was done to e nsure that any field issues were handled smoothly and without interruption or mi scommunications between the on-call engineers, the clients and MTM. These precau tions ensure were put in place to performance in accordance with the SLA agreeme nt. U.S. Computer New York City, NY 1991 a" 1997 Customer Service / Call Center Manager * Managed and issued work assignments to over twenty-five on-site and field engi

neers. * Direct contact with customer accounts, sales representatives, and vendors. * Managed ten-person inbound call center. * Dispatch all engineers and technicians. * Processed over one hundred incoming service requests on a daily basis. * Reviewed all incoming calls before assigning to proper engineers. * Worked with sales personnel and or department for all new accounts * Responsible for all management, administrative and operational issues involvin g direct reports. * Ran on a weekly basis monthly profitability, parts, and open/closed service ca lls reports. * Responsible for the ordering of over $100,000 of computer equipment for Citiba nkas CRS Department and maintained said inventory. * Responsible for repairs, installations, moves and switches of all telephone se rvices and equipment requested by the CRS Department. Somerset Importers, Ltd. New York, NY 1980 - 1991 Office Services Supervisor / MIS Operations Assistant * Worked closely with IT department involving infrastructure upgrades. * Assisted other office sites upon request. * Managed office services staff of six employees * Coordinate all office and furniture moves. * Responsible for ordering and maintaining complete office supplies inventory. * Managed, reviewed and approved all vendor invoices. * Assisted data entry operators during monthly peak workloads. * Assisted computer operators with monthly major batch jobs. * Responsible for daily entering of data for weekly reports. * Maintained automated MIS tape library system for IT department. * Responsible for ordering all data center supplies and maintaining inventory lo gs. * Responsible for all computer report validation and distribution. * Assisted operations manager with the installation and testing of over 200 comp uter systems. * Promoted from Office Services Assistant to Data Processing Department (MIS). SOFTWARE KNOWLEDGE Microsoft Office -Word and Excel, McAfee Help Desk v3.50 for Windows 95/NT, Rem edy Action Request Helpdesk v4.0 for Windows 95/NT, Support Magic for DOS, Clar ify - Version 9SR2 , Quick Books, VISTA, Startel and GENWIN, EDUCATION Opportunities Industrialization Center Sumter High School Sumter, S.C 1979 Bronx, NY 1979 a" 1980