Essie Petrovich

Essie Petrovich




  • Customer Service/Call Center  Management
    • Defined and implemented call handling processes and procedures at the local level, as well as implemented, supported, and communicated corporate policies.
    • Hired associates and motivated team to achieve/exceed productivity and performance goals by developing strong staff relationships.
    • Resolved customer and staff issues as needed.
    • Reported measurables and analyzed data daily to ensure quality standards were met.
    • Managed all aspects of customer billing process from audit through system correction.
    • Estabished processes & procedures for Team to focus on customer retention
  • Branch/Help Desk Management
    • Directed Level 1 and Level 2 Help Desk operations both in-house supporting commercial client end users and remote staff located on-site at PA State accounts.
    • Ensured response times were in accordance with Standard Levels of Agreement (SLA) guidelines.
    • Attended pre-bid conferences and assisted with RFQ responses to PA State bids.
    • Managed branch sales effort.
    • Regularly conferred with clients.
  • Account Management
    • Increased revenue by building sound business vendor/client partnerships.

    • Compiled sales forecast reports.

    • Generated quotes and RFP responses. Participated in contract negotiation conferences.

    • Built strong account relationships resulting in customer/revenue retention

  • Project Management
    • Planned project standards, tasks, and milestones.

    • Assigned and directed resources to ensure deliverables.

    • Worked directly with end users and all levels of management.


  • Established training curriculums and detailed training plans.
  • Developed course structure, content, and materials.

  • Delivered desk top application training to end users in a classroom environment.

Reference Information

Personal and professional references available upon request.  Professional reference list includes previous managers, customers, and employees.

Community Service

 As President of the Board of Directors for Spay Neuter Assistance Program, I oversee all aspects of the organization’s operation and ability to financially support our mission, coordinate fundraising efforts, foster good working relationships with participating veterinarians and sponsors, and resolve sensitive issues as they arise. Previously served as Phone Committee Chairperson and Treasurer for this organization.


Dedicated and versatileManagement Professional with a customer-focused, solution-oriented, and strategic approach to business operations.Demonstrated success in building customer relationships, establishing positive working relationships with all organizational levels and departments, and resolution management that involves creative solutions to complex problems. Self-directed, accountable, highly motivated performer who works effectively in a team environment. Thrive on handling difficult challenges and developing creative solutions to complex problems that enhance productivity, improve quality, drive sustained business performance, and maximize revenue potential.Emphasis is on consistently meeting and exceeding corporate objectives, and leading, coaching, mentoring and motivating individual team members to professional success. Attributes include decisiveness, exceptional organizational, interpersonal, written/verbal, listening, and problem solving skills, a strong attention to detail, and a willingness to do “what it takes” to get the job done.

Management Experience

Management and monitoring of Key Performance Indicators.

Assessment of workload changes and evaluation of service levels as a result of changes.

Evaluation of departmental procedures to identify deficiencies and make recommendations for improvement to ensure objectives are achieved.

Develop and utilize reports to assess performance and profitability.

Interview and hire staff, evaluate performance and recommend merit increases.  Handle disciplinary situations up to and including termination.

Identify staff training needs, and deliver/coordinate as necessary.

Suggest and implement ideas to improve service delivery or proactive answers to potential perormance/quality issues.

Actively participate in planning and implementation meetings with clients as needed.

Consult with other division managers frequently to ensure total cooperation/support amongst  the groups. 

Conduct team meetings to ensure open and timely communication of changes affecting the team.

Develop strong employee relations with immediate team members to ensure proactive action in the event of performance/attitude problems.

Work History

Work History
Sep 2008 - Jan 2009

Account Service Manager

Spencer Technologies, Inc

 As a result of previously outlined consultant assignment with Rite Aid Corporation, accepted an employment offer from Spencer Technologies as their dedicated Rite Aid Account Service Manager. Managed all aspects of service provision, account satisfaction, invoice reconciliation, problem resolution, and account profitability. Managed the dedicated account team responsible for providing Rite Aid service to ensure maximum productivity, efficiency, and compliance with both company and client requirements. Identified and immediately resolved gaps in service, developed and implemented a QC process to ensure that the end user was satisfied after each service call, evaluated processes and recommended improvements to ensure SLA's were met. Reviewed, analyzed, and reconciled all performance metrics reports daily/weekly. Conducted conference calls and on-site customer visits as needed. My team and I were released from Spencer's employ in January 2009 due to Rite Aid signing an exclusive contract with Spencer's direct competitor based on lowest price response to RFP. No other positions were available as a result of recent corporate-wide lay offs.

Jan 2008 - Aug 2008

Independent Consultant ~ Conversion Project Manager ~ Vendor Relations/Project Staff Manager

 Accepted consultant assignment with Rite Aid Corporation involving Vendor and temporary staff call center management throughout the Brooks/Eckerd 1700 store conversion project. Developed numerous tracking reports and held vendors accountable to SLA’s. Through relationship building and weekly tracking of repeat store issues and tech dispatches, worked with vendors to deliver “one call close” service levels consistently. Also responsible for the management of the 16 temporary employees hired to handle trouble tickets for the Voice Communications Department throughout the conversion process. Monitored the Queue for trouble tickets throughout the day and reviewed ticket activity including length of time a ticket stayed open, resolution needed to close, and quality of the ticket close. Tracked and reported on temporary employees’ productivity daily. Interviewed and hired temporary candidates…instructed agency to terminate staff members that were not able to perform in the role. Worked with internal departments to devise reference tools and a reference website on the Intranet for temporary staff providing for correct closing of tickets and accurate ticket analysis and reporting. Successfully converted the last store on May 30th, as scheduled.  Assumed secondary "Will Call" project lasting from June through August.

Sep 2002 - Sep 2007

Manager of Client Relations/Director of Total Solutions Sales

ATX Communications

Responsible for retention and up-selling of assigned base totaling over $3 million in monthly billed revenue through a Team of 9 direct report Client Relations Specialists. Coached Team on relationship building, strategic account management, and customer retention. Provided scripts/training to staff, observed call content and handling, motivated staff, attended customer appointments, and provided reports to Sr Management assessing results. 3 management/organizational systems I devised to assist my team in meeting the demands of the position were incorporated department-wide in 2005…an 11+1 Call Plan formula to ensure 100% Telemarketing results, a 5-Folder tracking system to organize day to day tasks, and an account management system called PAM (Personal Account Management System). Recognized Accomplishments: Brought (2) Agents to ATX based solely on relationship built through exceptional service provided. Software was written for PAM to add to the ATX Sell online system.

Apr 2001 - Dec 2001

Central PA Branch Manager

PC Networks
Managed all facets of the Branch operation and staff including in-office helpdesk employees, outsourced technical and helpdesk personnel, and the sales team. Conferred with clients as needed to ensure satisfaction and promote expansion of services and/or resolve issues. Assessed quality standards via reports, client feedback, and staff meetings. (Due to the Harrisburg Branch office closing on 12/28/01, all local positions were eliminated.)
May 1997 - Jan 2001

Customer Service Manager / National Account Manager

Adelphia Business Solutions

National Account ManagerPromoted to National Accounts Division in June 1999. Managed corporate account activity to ensure new sales revenues and protect existing revenues. Responsible for sales forecast reporting, quote and RFP responses, account problem resolution, customer contract negotiations, and sales strategy development and implementation. Relationship based selling position. (The National Accounts Division & my position were eliminated effective 1/9/01.)Recognized Accomplishments: Achieved all quotas and earned all quarterly and annual bonuses. Won Sales Achievers’ Award trips for 1999 and 2000.Customer Service ManagerEstablished Customer Service Dept/Call Center. Responsible for creating and enforcing policies, resolving customer concerns, interviewing, hiring and terminating, writing and delivering performance appraisals, handling disciplinary actions, implementing new procedures, escalating issues, and monitoring day-to-day activities.



Associate Degree

Harrisburg Area Community College

Graduated with Associate Degree in Liberal Arts