I am currently an Internet Operations Manager at MBNA America NA.  My career goal is to use my experience and work ethics to improve efficiency in all area's of web site development and maintenance.  I have worked as a Call Center Operations manager for MBNA for two years and have developed superior skills in the areas of problem management, statistical analysis and Customer service.  This resume summarizes my career and personal accomplishments according to the following categories, which you can select to find out more.
 

Education

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Positions I Have Held

  • 5/99 - 6/00

    • MBNA America N.A. Newark, DE
    TACS Operations Support Resource Manager
    Manage multiple call center operations to ensure all departmental service levels are achieved.  Developed expertise with various computer applications such as IEX, CMS, Centrevu Supervisor, Routeit! Microsoft Word, Power Point and Excel.  Developed and maintained Disconnect Trace Report for TACS.  Involved in Y2K event preparation and implementation plans.  Further developed ability to work independently.  Maintained schedule flexibility to ensure Operations Support coverage.  Assisted in telecommunications upgrades for multiple call centers.
  • 5/96 – 5/99

    • MBNA America N.A.  Newark,  DE
    Customer Retention Assistant Operations Support Manager
    Manage multiple call center operations to ensure all departmental service levels are achieved.  Served as acting LAN and telecommunications administrator, and Personnel liaison.  Complete all forecasting of call volume and trend analysis.  Developed and maintained vacation decision process.  Maintained Retention EPP plans and contact lists.  Assisted specialists with Customer inquiries during upper management absence.  Developed and maintained attrition, overtime, absence and people information reports.  Developed and implemented various overtime contests.  Supervised conversion of Retention forecasting and staffing projections to IEX.
  • 10/95-5/96

    • MBNA America N.A.  Newark, DE
    Customer Retention Specialist
    Retain MBNA credit card Customers through a variety of sales techniques.  Maintained departmental standards and incentive awards for entire time frame within Customer Retention.  Received 6 Customer Commendations.  Developed and implemented education sessions for all of Customer Retention when migrating to a windows based computer environment.
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Awards and Honors

  • Eagle Scout (BSA) 1993
  • Order of the Arrow, Brotherhood Class
  • Duncan Stanton Award for Leadership Excellence (BSA) 1993
  • 18 Customer Commendations (MBNA)
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Personal Accomplishments

  • 1983-Present, Boy Scouts of America, Troop 56, Newark, DE

    • Assistant Scoutmaster, Hiking trip organizer and guide.
  • 1994-1995 Aetna Hose, Hook and Ladder Volunteer Fire Company

    • Probationary Volunteer Firefighter
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What I'm Doing Now

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How to Contact Me
Andrew Joseph Ziegler
6 Jobs Ln. 
Newark, DE 19711		 Phone: 302-838-2899
Fax: 302-838-5675
E-Mail: ajwolf6@aol.com

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