S t e v e C a p c h a k

350 Laguna St. Apt#20

San Francisco,CA 94102
(415) 269-1669
sc6af2ae@westpost.net
Summary of qualifications
March 2009 to present Equinix San Jose
Emergency Response Center Supervisor
Responsible for the day to day activities of 10+ Response Center Specialists han
dling complex ISP related connectivity and security matters for US, Asia and Eur
opean client base. Hire, train, coach and develop agents to ensure this Silicon
Valley based company maintains its reputation as the best co-location provider
in the US. In less than one year, radically improved the performance of a team t
hat was underperforming at the time of my hire; these same agents are currently
performing above departmental standards (Dec 09). Developed a program of cross t
raining agents with our technical division to ensure greater success at the cust
omer contact levels goal for 2009 met by processing 8 agents through this 5 day
training.
June 2002 to March 2009 San Francisco Honda San
Francisco
Customer Relations/etraining Manager/EXCELL Facilitator
Monitor, direct and create problem solving processes relating to achieving compl
ete customer satisfaction. Lead continuous improvement projects; implement perfo
rmance standards, quality control of all customer impacting systems, processes a
nd employees. Trend analysis for all customer satisfaction surveys; develop in-h
ouse reporting for dealer principle & educational use. Conduct customer satisfac
tion training to all newly hired employees, co-facilitated interview process for
all customer-facing prospective employees. Additionally responsible for improvi
ng the image of the facility as well as conducing customer based focus groups. C
reate, conduct and interpret employee satisfaction survey data; coach and develo
p managers to address concerns and create action plans.
Lead the dealership to realize its first above national score for overall dealer
experience in Service (20K base). Similarly, directed Sales to achieve first-ev
er consecutive above national scores for Overall Sales experience.
Brought overall dealership training from 19% to 96%; designed and managed the de
alerships etraining center which provided never before available Sales & Product
Training for all new hires. Monitored and managed course work deadlines for
existing employees

September 1990-October 2001 AT&T Wireless South San F

rancisco
Work Force Manager (formerly CellularONE)
Credit/Collection & Customer Loyalty Departments
Maintain, enhance and monitor performance standards based on the changing needs
of the business, manage performance of a call center staff of 100+ with a call v
olume exceeding 1million calls per year, forecast monthly/annual call volume, re
commended staff increases/decreases, create and conduct new employee training, m
onitor and recommend performance discipline actions for departmental supervisors
. Created management reporting systems. Conducted interviews and made hiring rec
ommendations for new managers and supervisors. Manage call center goals of 80%/3
0 second answer time. Conduct call monitoring and coaching to ensure quality del
ivery. Full-charge of call center outbound dialing system; (hands-on installatio
n, management, product enhancement and troubleshooting of (2) separate systems).
May 1986 September 1990 MetroOne Cellular Paramus, NJ
Credit/Collection Supervisor (now AT&T Wireless)
Supervised a staff of (15+) front line credit/collection /customer service agent
s. Monitored performance of outside agencies, maintained bad debt to <1%. Headed
pilot program known as Pre-Outside Agency Collections saving the company $25,00
0+ in agency commissions in the first 6 months of operation. Regularly updated c
redit scoring requirements for retail customer base.
Skills & Awards
Strong analytical skills-able to utilize a wide range of data to uncover process
weaknesses, and opportunities for improvement.
Service Legend 1997/AT&T Wireless
TQA/TQM Certified Facilitator (AT&T)
EXCELL* Facilitator (American Honda Corporation)
(*Exceeding Customer Expectation Levels for Life)
Winning in a Changing Environment Facilitator (AT&T)
Systems & Software
Microsoft Word, Outlook, Excel, PowerPoint, Visio, call center systems including
: MOSAIX, Aspect, and TeleCenter Systems (TCS), Honda interactive network report
ing software (HIN), eLeadCRM (Sales). Siebel/Oracle Call Center Systems and Orac
le 1