Résumé
J. A. "Andy" Bencosme  andy@bencosme.com  Sierra Madre, California

 


intro
education

work history

computer expertise

personal

 

i n t r o
My career and life objectives have grown as a result of my education and professional experience.  Through these, I have found myself to possess two great strengths.  The first is recognizing talent and developing that talent to achieve the goals of the organization.  The second is a love of detail without being bogged down by it.  This detail could be a financial budget or editing a publication, they both require careful attention without getting overwhelmed by the task.  Because of these strengths I have achieved results in every position I have held.  This resume should help to illuminate those positions and results. 

Back to top of résumé e d u c a t i o n
  • Masters of Business Administration
    Saint Leo College (Florida), June 1996
    • Graduated Cum Laude
    • Graduation Final Project: Business Plan on BookWorm: A Single Brick & Mortar Bookseller with a Strategic Emphasis on Online Sales

(The Masters of Business Administration is described at Saint Leo University's Web site.)

 

  • Bachelor of Arts Degree in History
    Queens College, City University of New York, June 1994
    • Academic Senate, Environmental Committee Member
    • QC Young Republicans, Acting President
    • QC Quad Student Newspaper, Contributor

(The Bachelor of Arts in History is described at the Queens College Web site.)

 

  • Associate in Arts Degree in History
    Central Florida Community College, May 1994
    • GPA: 3.79

(The Associate in Arts is described at the CFCC Web site.)

 
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w o r k   h i s t o r y


  • February 2008 - Present
    Manager/Broker-Associate
    CENTURY 21 Village, Inc., Sierra Madre, CA

    Responsible for the management of sales staff at a medium sized Real Estate Brokerage of roughly 40 sales associates..

    Handle Sales and Support Staff Management, Marketing, Payroll and all essential function of branch operations.

    Handled integration of Back Office software, Telco Systems and IT implementations at 2 office branch locations, selection of Vendors of IT and Telecom products, training of new Sales Associates and specific product training of new applications and systems.

    Office has consistently won CENTURY 21 System awards for Quality Service and Office Production. Office regularly ranks amongst the top CENTURY 21 System offices in the San Gabriel Valley of Los Angeles, CA.

    Office has also been awarded "Best of the Best" awards in Readers Polls of local newspapers.

     

  • April 2003 - January 2008
    Assistant Manager/Broker-Associate
    CENTURY 21 Village, Inc., Sierra Madre, CA &
    CENTURY 21 Ludecke, Inc., Arcadia, CA

    Responsible for Assisting in the management of sales staff at 2 Medium sized Real Estate Brokerages with over 100 sales associates combined. Handled integration of Back Office software at both branches, selection of Vendors of IT and Telecom products, training of new Sales Associates and specific product training of new applications and systems.

    Won 2005 CENTURION Award for production and the 2005 Quality Service Award for Quality Customer Interactions from the CENTURY 21 System.

     

  • October 2000 - April 2003
    Technical Support Group Manager
    EarthLink, Inc., Pasadena, CA

    Responsible for Nationwide operations of 24 x 7 Technical Support Department of up to 2000 employees in 8 locations for internal call centers. Accountable for all call center metrics and coordination with Training, Reporting, Workforce Management, Outsource centers, Telecom, LAN, HR and other departments. Intimately involved with Budgetary and strategic planning for the division.

    Successfully integrated 8 Call Centers nationwide into one system from 3 disparate systems and standards that resulted from a merger and acquistion of 3 large organizations.

    Created a Career Path based on skills attained by representatives that enabled the department to have more highly trained and skilled agents to handle more call types.

    Created a skill based aptitude test that agents had to pass to get promoted.

    Cut staffing by 26%, while reducing ASA's by 35% and kept calls handled equal in 6 months by reducing overall volume and increasing efficiencies. This resulted in a financial savings of almost 4 Million per month for the division.

    Won 2002 J. D. Power and Associates customer satisfaction award for dial-up Internet service providers and tied with BellSouth and Roadrunner for the top spot for broadband Internet service providers. Also won top ISP awards from Ziff Davis Smart Business and CNET. All 3 awards in 2002 were attributable largely to customer satisfaction Technical Support.

     

  • March 1999 - October 2000
    Dial Up Technical Support Senior Manager
    EarthLink, Inc., Sacramento, CA

Project Manager for Customer Support to launch the first remote call center for EarthLink.  Actively involved in all aspects of the project. the growth and capacity planning for the center, as well as the implementation of it. 

Grew the Technical Support portion of that center from 0 to 750 at its peak in six months.

Able to successfully implement changes following very large merger with MindSpring Enterprises.

 

Job duties included managing a shift of 200 Technical Support Representatives and 12 Supervisors.

Developed and implement a new hiring process for the Technical Support Department, which processed over 200 applicants per week and hired 20 or more new Technical Support Agents per week.

Actively involved in the capacity planning for the Technical Support Department, coordinated capacity issues with the Facilities, LAN and Recruiting departments.

Headed up implementation of TCS Workforce Management software for the Technical Support Department.

 

Job duties included managing a "quad" of 60 Technical Support Representatives in a high volume call center.  This management included technical and administrative tasks.  Established regular continuing Training, Mentoring and QA for the members of the Quad, which led to outstanding performance and morale.  Regularly assigned to special projects, including: EarthLink Sprint Conversion Team, where I served as Liaison/Trainer between the Sprint Call Center and the EarthLink Call Center;  Part of Evaluation Team for Workforce Management and IVR Software Purchase.  Developed Technician progress tracking and performance tool using Visual Basic and Excel.

 

Senior Technical Support Representative as well as a Job Coach for newer Representatives. Handled escalated customer issues for "Tier I" agents as well as VIP customers and new technologies such as Cable Modems, ISDN and alternate operating systems.  Recognized as "Tier 2 Tech of the Week" on numerous occasions.

 

Phone Technical Support for Internet customers. Handled calls on multiple platforms including Macintosh and Windows95/98/3.1 operating systems.  Was recognized as "Tech of the Week" every week I held the position for being able to handle the largest volume of calls in a proficient manner.

 

Taught at a large public high school with a student population of over 2000. Taught various courses in the social studies as well as Journalism, Electronic Desktop Publishing and Photography. Sponsored the school's Yearbook and Newspaper, which I converted from paper cut and paste model to Macintosh computers using PageMaker 5.0 and various other programs. Assisted in running the school's Ethernet Network of over 150 computers. Also ran computer and internet training sessions for faculty members during inservice days. Designed and created the school's first Web Site {http://www.praxis.net/~bhs}. Voted 1995-1996 Belleview HS "Rookie Teacher of the Year" by my peers.

 

Taught English to students who either recently migrated to the United States or were foreign exchange students. Coached Junior Varsity Academic Team to National Recognition and ran the Vanguard Invitational Tournament for Academic Excellence with over 48 schools participating. This included all statistical evaluations of performance and ranking teams.

 

Variety of tasks in the Computer Support Services, Mathematics/Special Programs and Secondary Education Departments which included: training of Computer Laboratory Technicians from 42 schools; installation and maintenance of district BBS computer system; evaluating and purchasing software for district schools; writing federal and state grants as well as maintaining financial records for same of over $1 Million; created, wrote and designed all publicity, brochures, and programs for school board sponsored events in these departments; provided support and training for teachers and administrators on the State Education Department's internet connection (FIRN).

 

  • 1989 to 1992
    President
    Legacy Comics, Inc., Corona, New York.

Hands on running of corporation on all levels including: layout design, graphics, script writing, business agreements, marketing, circulation, and overall management of independent publishing company.

 

  • October 1989 to March 1992
    Assistant Manager
    Shoe-Town, Rego Park, New York.

Responsible for inventory control, payroll, clerical, opening and closing store procedures, banking deposits, supervising and training employees, and customer service for retail shoe company.

 
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Proficient in most business and internet applications including, but not limited to the following:  Excel, Word, PowerPoint, Publisher, Project, Visio, FrontPage, all email clients and web browsers.

 

Back to top of résumé p e r s o n a l
I have many interests including: writing, photography, home remodeling, computer troubleshooting and building, basketball, coaching youth sports and volunteerism.

I am a member of the following organizations:  MENSA, Sierra Madre Historical Preservation Society, Friends of the Sierra Madre Library, Member of the City of Sierra Madre Community Services Commission (2017-18 Chair), 2009 & 2013 President of the Arcadia Association of REALTORS (covering the cities of Arcadia, Bradbury, Duarte, Monrovia and Sierra Madre), Member of the Board for the Realtors Charitable Foundation. Former member of the following organizations: City of Monrovia Library Board (2012-13 President), Monrovia Old Home Preservation Group, Kiwanis Club of Monrovia, Friends of the Monrovia Library.

Licensed Real Estate Broker in California.