Work history
Customer Service Supervisor/Duty Manager
tags:
call center & process management
How would you describe your time at Student Education Finance C...?
?? Manage a team of 12-17 Customer Service Representatives in inbound/outbound
?? Daily management of on floor activities ensuring proper & adequate staff training prior to project implementation. Monitoring & reporting of work flow throughout implementation
?? Continually support CCC reps in the enhancement of personal & professional growth through regular monitoring of staff performance for quality assurance... 
NAI
October 2005 to April 2006
Brand Services Manager (contract)
tags:
outsourced call center relati...
How would you describe your time at NAI?
?? Managed activities and performance of Direct to Consumer sales via outsourced customer call centers and fulfillment houses including remote monitoring and contractual SLA implementation
?? Development of programs to encourage brand loyalty and increase customer retention, including: call center script creation/implementation; training material development/distribution; ensuring call center agents achieve revenue and AHT goals; confirming orders are fulfilled and shipped; customer service issue resolution
?? Coordinate with Sales, Marketing and vendors to maintain consistency in brand positioning, messaging, timing and approach
?? Served on technology, personnel and core teams for the transition project to bring two call center and fulfillment vendors in-house, saving the company an initial $600,000 and ultimately $4 million annually....
Customer Service Manager
tags:
customer service
• call center management
How would you describe your time at Catholic Answers?
?? Redesigned and managed Customer Contact Center with 9-10 FTE ???s handling 10, 000 inbound customer inquiries per month via Internet, telephone and written correspondence
?? Responsible for over seeing: order entry, B to B/B to C domestic, international mail, catalog and Internet sales processes and procedures, ensuring AR implementation, and executing Sales, Marketing and Development efforts resulting in increased sales of 50-80% ($6.5 million per annum)
?? Developed/implemented training including procedure/process revisions on new software implementation
?? Recruited, hired, trained on systems and product up-selling and cross-selling and scheduling of personnel for the organization...
IBM
September 1997 to August 2001
Territory Relationship Representative
tags:
inside sales
• technology solutions
• telemarketing team lead
How would you describe your time at IBM?
Territory Relationship Representative, Industrial Solutions Unit
Responsible for industry and geographically aligned territory initiating and coordinating consultative selling efforts with Account Teams, Business Partners and IBM Solution Resources.
?? Achieved 120% quota first year
?? Closed $40M combined hardware/services solution achieving 240% of quota second year
Telemarketing Team Lead, (contracted through Manpower) 5/1998 ??? 9/1998
Responsible for a team of 12-15 outbound Telemarketing reps
?? Achieved 110-120% productivity on qualifying sales leads
?? Modified and created training documents for various applications to reduce new hire ramp up time...
Regional Service Manager
tags:
contract management
• account management
• regional service management
• continuous process improvement
How would you describe your time at Toshiba America?
Area Service Manager 1990 - 1995
Regional Service Manager 1995- 1997
?? Managed a region covering one-third to two-thirds of the U.S, while achieving and maintaining the highest, continuous customer satisfaction ranking for in and out of warranty service delivery nation-wide (an average 4.36 out of a possible 5.0 score for 18 consecutive months). Maintained, monitored Customer Satisfaction survey, follow up, issue resolution and National Vendor Relations for third party servicers such as CompuCom, Comp USA, Computer City, EDS
?? Lead cross-functional efforts to revamp the Field Scrap Electronic Warranty Claim Form procedures, resulting in immediate 40% cost savings and 60% staff utilization modifications resulting in a 40% increase in parts shipping and a 20% improvement in customer satisfaction ratings nation-wide
?? Involved in continual innovation and process improvement projects including: templating the process and driving national service authorization for two major retail chains; initiating and creating the policies for the Corporate Customer Relations Department and the National Battery Recycling Program...
Customer Relations Specialist
tags:
customer relations
• call center and service dispa...
How would you describe your time at General Electric?
Southwest Regional Customer Relations Specialist 1989-1990
?? Responsible for mediation and resolution of customer service complaints; alternate manager for inbound customer service/dispatch center with immediate jurisdiction over 12-15 FTE???s generating service coverage for a ten state territory; investigation of product/property liability claims.
GE Answer Center, Consumer Representative ???Louisville, KY 1982-1989
?? Respond to consumer pre-purchase and post-purchase inquiries. Developed and implemented product applications-oriented training modules, assessed staff training needs....
