1. Raymond Collazo
1745 Wells Rd, Apt#: 803
Orange Park, FL 32073
Cell: 551-574-1890
Rocketmail.RC46@Gmail.com
Collazoraymond@Rocketmail.com Linkedin.com: Raymond-Collazo
Facebook: Raymond Collazo Skype Name: rayzer173
 Top-ranked, performance-driven senior customer service manager & production scheduler professional with 19+ years of experience in direct mail setting. Consistently exceeding customer service & employer expectations, innovative improvements to the bottom line and turnaround of underperforming operations.
 Respected builder and leader of customer-focused team; provide exemplary customer service that supports company goal attainment. Lead by example and ensure the execution of all operations are compliant with existing safety, security, quality and company policies.
 Quota-surpassing, tenacious communicator & negotiator; Enjoy talking to people and establish a long-term, loyal customer base. Use consultative inside sales and customer service skills to identify client opportunities, and tacticly achieve win-win outcomes.
Areas of Expertise
 Strong Customer Service Skills
 Problem Solving Skills
 Account Acquisition & Retention
 Customer Satisfaction Enhancement
 Support Account Team
 Develop strong supplier relationships
 Scheduler & Planner of Production & Logistics
 Direct, Delegates and Empowers effectively
 Assist in preparation of quotes
 Maintain Cost Controls
 Inventory Management Controls
 Expedite Order Fulfillment
 Teambuilding & Training
 Cost-Reduction Strategies
 Front-End Supervision & Monitoring
 Sales & Margin Improvement
 Network/ Outsource with vendors/suppliers
 Institute QC / Quality Control Checks
 Allocate work assignments
 Team Leader and Player
 Ability to multi-task, set priorities
and work independently
Professional Experience
DIRECT MAIL DEPOT — Piscataway, NJ
7/05 to Present
Senior Customer Service Manager/ GroupTeam Leader, 12/05 to present
Customer Service Manager / Group Leader, 7/05 to 12/05
Promoted to senior customer service manager position to train, coach, supervise and lead a staff of assistant customer service reps, office clerks, and data programmers. Foster an environment in which clients experience the high levels of service and employees are motivated to deliver top performance. Manage front-end interdepartmental operations to ensure friendly and efficient transactions are achieved. Selected Contributions:
 Elevated up to 15% sales increase, within first few months of my partnership with my company, by conducting inside-sale calls to previous loyal clients and prospective customers. Retained more than 7+ years of customer loyalty with companies such as Verizon Wireless, Bank of America, and FEMA .

2.  Managed a high-volume workload within a deadline-driven, face-paced and dynamic environment. Combine traditional and proprietary strategic planning tools to identify today’s complex relationship among current and prospective clients, their promotional brands, and the marketplace. Served on special taskforce charged with turning around under-performing operations.
 Became the lead “go-to” person for new reps, all levels of management and particularly challenging calls as one of the company’s primary mentors/trainers of both new and established employees.
 Contributed to company in attaining the highest customer service ratings (as determined by external customers such as marketers, advertisers, and print vendors ) -- earned 100% marks in all categories including communication skills, listening skills, problem resolution, politeness, and expediting purchase order entries / job orders efficiently.
 Officially commended and recognized for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and dependability in performance evaluations.
DIRECT GROUP — Swedesboro, NJ
12/93 to 7/05
Customer Service Manager/ GroupTeam Leader
Effectively interface with all levels of management, printer vendors/brokers to ensure customer satisfaction, maximize profitability and streamline operations. Selected Contributions:
 Awarded “Commendation Award “ certificate ( 7/03 ) for customer service and relationship- building excellence.
 Coordinated, trained, and developed & managed a group of 8+ assigned customer service members.
 Managed Direct Mail Accounts that accounted for over 190,000,000 pieces of mail being mailed out yearly.
Education and Training
MONTCLAIR STATE COLLEGE — Montclair, NJ
Degree: Four-year college degree ( Bachelor’s Degree )
Major: Business Adminstration, concentration in Office Systems Administration
Speak, Read and Write English fluently.
Speak Spanish and Portuguese fluently.
Computer proficient in Microsoft Word, Excel, Adobe & Outlook.
Computer intermediate: Microsoft Powerpoint
“When the customer comes first, the customer will last” – Robert Half