Work history
Sr. Project Team Manager
tags:
budget management
• training
• operations
• people management
How would you describe your time at vmc consulting?
Manage and enhance the performance of the outsourced Microsoft Partner Resource Desk call center team of 20+ Support Engineers on the Microsoft campus.
Monitor and increase the team's performance in the areas of productivity, customer satisfaction, employee satisfaction and employee development, as well as enhance the goal of quality support by providing individual coaching feedback sessions and one-on-ones that focus on improving customer satisfaction, communication skills and technical ability.
Redesigned the training curriculum for the Microsoft project's new hire class and trained two new classes of agents with stellar results.
Increased overall team productivity metrics in first two months.
Serve as project lead in several ad hoc projects assigned by the MS management team including the following projects: facilitating the knowledge base transition, team point for new database software implementation, develop employee incentive program.
Manage agent workload to ensure better individual and team performance and efficiency.
On site liaison between Microsoft management and VMC project management teams.
Coordinate off site team award events within budget constraints.... 
OUTSOURCING PROJECT MANAGER/ CALL CENTER OPERATIONS ANALYST
tags:
outsource management
• leadership
• analysis & reporting
How would you describe your time at Starbucks Coffee Company?
Managed the relationship between Starbucks and the outsourced company (Convergys Corp) including sustaining clear communications between teams, acting as sole point of contact for project, maintaining $3.5MM budget and monitoring and adjusting contractually set metrics.
Managed all vendor relations including issue escalations and training for frontline and tier two call centers.
Managed outsourcing project plan for current contract to ensure all targets stay on scope and within its$3.5 MM budget and identify and resolve issues that may impact current contractual agreements.
Managed FY05 budget to come in ~$1MM under budget.
Negotiated two contractual amendments to enhance customer quality and contact costs.
Initiated more efficient email dispatching process that saved the company approximately $24K in first 6 months.
Received ???Bravo??? award for FY05 cost savings initiatives.
Enhanced overall team performance by re-allocating resources to better imitate current business trends.
Collaborate in cross-functional department projects to enhance work flow processes.
Supervised daily, weekly and monthly metrics for both teams to ensure quality customer service.
Analyzed call center data including call flow trends, volumes, staffing levels, service levels and forecast expected workflow peaks and changes....
PROJECT MANAGER & GLOBAL CALL CENTER ANALYST
tags:
training.
• leadership
• management
• project management
• analysis
• operations
How would you describe your time at Hewlett Packard, Formerly C...?
Managed the daily operations of a virtual international call center with up to 300 employees and 10-12 managers including workforce management, troubleshooting telephony issues, meeting Level of Service expectations and managing team to meet future goals.
Transitioned entire virtual call center from manual tracking to electronic tracking via TCS.
Managed all employees??? schedules including granting time for training, vacation and personal time off.
Managed and update current call center project plan to keep within scope and budget.
Analyzed business performance and consulted on new performance strategies.
Trained agents and managers on the scheduling tool???s user interface and additional soft skills as HR department requested.
Collaborated in strategic planning meetings and work with team to overcome call center challenges.
Supervise the hourly and daily stats of the agents and the overall call centers to ensure efficiency and provide weekly feedback.
Consultant for the call center managers to review and develop new ways to maintain and exceed service levels while reducing cost.
Designed and presented all curriculums for TCS training for all call center agents....
Education
MG Math Education
tags:
initiative
• integrity
• leadership
How would you describe your time at berry college?
exciting and a great overall experience.
