RONALD E.

ABRAMS
716-982-5302 1ronabrams@gmail.com

www.linkedin.com/in/ronabrams1/
Management in Sales, Call Center, Customer Service, Sales , Account Management
Motivational mentor and key account manager with 18 years of diverse call center, customer service, banking related business, sales experience including inside/field sales, and phone sales. Highly effective at building and developing customer-focused teams that excel at assessing client needs and increasing sales even during transitions including turnover and staff reductions. Proven ability to expedite collections, and to utilize technology for efficiency and improved customer service. ___________________________________________________________________________________
Sales Training & Management Customer Service Sales Growth Conflict Resolution Process Improvement Account Retention Key Account Management Policies & Procedures Development & Implementation Cross-Training Cross-functional Collaboration Budgeting Contingency Planning Information Technology Order Processing Cost Reduction Field Sales Inside Sales Organizational Restructuring Inventory Forecasting Merchandising Shipping & Warehouse Management Problem-Solving

PROFESSIONAL EXPERIENCE Bank of America, Getzville, New York 2012 - present Mortgage Loan Servicing Division of Chapter 7 Bankruptcy Mortgage Servicing Team Manager - Manage team of loan workout associates. Manage team of 15 loan associates for Chapter 7 Handle complex customer escalations. Provide daily coaching and feedback to the associates. Compile team and department performance related reports. Schedule and monitor team workflow. Hire contract positions based on business needs . Reduced BK Issues on loans from 9,000 over 3 months to 400 per day completed. NOCO ENERGY, Tonawanda, New York 2009 2011 Commercial Fuel, Lubricants, Natural Gas & Electricity, Specialty Gases Customer Care Manager Inside Sales and Customer Service Manager for Call Center.
Maintain sales and lead Territory Mangers to increase sales calls. Strong grasp of metrics and sales goals including comm. I established. In these economic conditions maintained 92% of market share. Implemented significant use of new CRM tools and interface with Sales Order Processing system. Completed documentation for process, procedures and sales call training.

VWR EDUCATION, Tonawanda, New York 2006-2008 Distributor of science products for all educational/consumer levels, with $86 million annual sales. Director of Customer Service / Accounts Receivable Management Facilitated prompt, responsive customer service in 2 upstate New York call centers, 1 in Canada, and through online orders. Resolved sensitive customer situations, devised action plans for collecting on accounts 30+ days past due, and followed up on staff training to ensure effectiveness. Sales Contributions Boosted consumer product sales 18% with improved phone training and order processing. Earned $8+ million in sales from competitors by improving service performance. Operational Enhancements Expanded customer service communication to include the Canada office for the 1st time. Improved World Class Standard call and service statistics 8%. Reduced Day Sales Outstanding (DSO) by 2 days within 1 year through improved staff planning.

RONALD E. ABRAMS Page 2 1ronabrams@gmail.com

ROBINSON HOME PRODUCTS, Cheektowaga, New York 2002-2006 Wholesale/retail distributor of consumer products, with annual sales of $70 million. Manager of Customer Service Chosen to establish processes/guidelines for customer service, electronic data interchange (EDI), and order processing at major box stores and dollar stores. Interfaced with warehouse staff and purchasing/import managers to plan/prioritize shipping, and cross-trained customer service representatives to handle sales duties during crises or absences. Leadership Distinctions at Robinson Devised processing for the new Culinary Institute of America account. Honored by Target Stores, a $17 million account, with 2 Vendor of the Year awards Financial Contributions Protected $270,000 in daily revenue by averting service interruptions with a comprehensive Customer Service Operations contingency plan. Successfully marketed and sold $900,000 in obsolete merchandise by creating an innovative sales program involving major box stores like Wal-Mart and Bed Bath & Beyond, and discount stores including Dollar General. IVOCLAR VIVADENT AG., Amherst, New York and Sacramento, California 1977 to 2002 Manufacturer of dental supplies and equipment, with $500 million annual sales. Inside Sales Manager Coordinated departmental reorganization to improve customer satisfaction and internal accountability. Directed inside sales/technical service teams, and hired/mentored field and inside sales and customer service representatives. Conducted key account sales calls, and ensured compliance with a $5 million annual expense budget. Sales Contributions Increased sales to $26.8 million annually, and generated a 50% margin, within 3 years. Honored as Region of the Year for achieving 118% of sales goals.

Saved a $7.2 million account by streamlined order processing to slash product delivery cycle 75% to meet client requirements. Reduced sales costs $362,000 annually, and cut product delivery cycle 75%, by streamlining order processing to improve customer satisfaction.
Operational Enhancements Reduced staff requirements 66% by reorganizing the inside sales division and revising operating procedures. Implemented the companys 1st-ever PC-based local area network (LAN) in North America, and state-of-the-art telemarketing software.
EDUCATION / PROFESSIONAL DEVELOPMENT Associate of Business American River College, Sacramento, California

COMPUTER SKILLS Microsoft Office Suite Lotus Notes ACT Goldmine LPS AACER ERP and CRM Systems