manager

Posted on: 2006-08-07

SUSAN M. SEIDMAN 10 West Elro Drive Oak Ridge, New Jersey 07438 973-208-5567 SUMMARY Accomplished management professional with extensive progressive and diversified corporate experience. Proven leadership experience and interpersonal communication skills in directing large line and staff organizations. Strengths include: developing creative solutions for Process Improvements towards the creation and implementation of financial directives. Experience in leading both inbound and outbound call groups using automated call technology. EXPERIENCE 2001-current PSE&G, Clifton, New Jersey SUPERVISOR OF SALES & SERVICE Supervised Mast employees who interact daily with new and existing gas and electric customers by using an Integrated Customer Project Management Process focused on Demand Side Asset Utilization from project inception to completion • Chaired a team that was nominated for the “1999 Award for Team Excellence” • Experience in Automated Call Distribution (ACD) phone technology • Initiated guide and support associate involvement by creating and facilitating problem solving teams addressing financial, employee, and customer concerns 1998-2001 PSE&G, Secaucus, New Jersey DISPATCH SUPERVISOR Supervise Union employees who dispatch gas leak emergency orders and myriad orders pertaining to gas and electric appliances • Responsible for annual evaluations and development of employees • Accountable for managing work load to meet customer’s expectations, incl. financial and safety goals • Partner with call center to develop and implement a process to track order errors to be used for development purposes • Initiated guide and support associate involvement by creating and facilitating problem solving teams addressing financial, employee, and customer concerns 1996-1998 JDR MARKETING, Ramsey, New Jersey DIRECTOR OF MARKETING AND SALES Managed an outbound telemarketing Sales force using an automatic call dialer. This group provided services for customers of Fortune 500 companies. • Received “Highest Results Achieved Award” from our client Bell Atlantic • Developed and implemented training for various projects • Received “Manager of the Year Award” • Acted as Director of Operations for 6 months along with current responsibilities until position filled 1971-1995 BELL ATLANTIC, Newark, New Jersey STAFF MANAGER – Public Service Center 1992-1995 Developed and implemented operations in support of marketing and selling public telephone service contracts • Initiated new billing system which reduced rework expense by $1 million a year • Developed a customer referral process for telephone directory requests reducing company expenses by $50,000 yearly • Consolidated four business offices in New Jersey into one centralized location ASSISTANT MANAGER – PUBLIC SERVICE VENDER CTR 1989-1992 Directed an office unit in support of $2.5M vendor service. This included both inbound and outbound calls. • Accountable for managing high level of customer transactions such as customer contracts, billing inquiries, audits and collection of revenue • Consistently exceeded company objects for servicing accounts and maintaining fiscal responsibility ASSISTANT MANAGER – PUBLIC SERVICE TELE-MARKETING 1983-1989 Developed and directed a newly created tele-marketing operation selling public telephone contracts to agents • Negotiated with large and small vendors for the sale of contracts • Partnered with advertising agency to develop, wrote and prepared periodic mailings to promote new and continuing contracts for service • Coordinated and facilitated at trade shows ASSISTANT MANAGER – BUSINESS OFFICE 1971-1983 Directed 23,000 account business units work over $10M annually • Achieved consistently best revenue collection in the region • Coordinated and implemented the installation of new business office computer equipment, and trained personnel on use of the systems EDUCATION William Paterson University, Wayne, New Jersey Major: Business/Marketing BA Additional: Various AMA Company sponsored courses, diversity trainer Realtor- Salesperson, real estate license 2006 COMPUTER SKILLS Microsoft word, excel, power-point, Outlook