I am an experienced Supervisor/Strategist of Operations Areas such as Call Centers, Corporate Data Management, and Project Management. With more than ten years experience, I have been entrusted with managing operations teams of up to 10 employees.
After some time off to work on independent projects I am enthusiastic about getting back into the business world in which I exceled.
An expert in mapping of policies and procedures as well as process designing and re-engineering, I have developed and executed training programs to bring employees up to speed with those policies and procedures. I leverage database development tools to create organizational tools on demand for the processing and tracking of important corporate information. I utilize the technology at hand to improve departmental performance and keep associates up-to-speed in software and hardware. I keep management abreast of my department’s activities via custom reports I develop to meet the needs of these busy executives.
Performed enterprise testing at various levels (e.g., Functional, Performance, Technical, Operational, and Database)
Well versed in system implementations and conversions, I have managed both a Siebel implementation and a Y2K system conversion from Unix/Progress to a Windows platform.
In acquisitions-related assignments, I have performed due diligence assignments to assess acquired technology, procedures, and best practices; map them to the acquiring company’s technologies, procedures, and best practices, and report on them to management.
Highly versed in all aspects of Customer Operations centers, I have developed call centers from the ground up as well as helped with improvement initiatives and supervision of employees. I understand ACD and switch technology and use these to develop reports concerning call center metrics and employee work habits. I addition I helped develop SLRs between departments as well as newly acquired companies. I have also worked as a CSR and so understand the issues faced by customer service employees.
Whether my clients are internal corporate clients, or customers in the field, I treat them with respect and I meet the expectations I set. With my excellent verbal and written communication skills, my pleasant personality, and my proficiency in all MS applications (ranging from your basic Office apps. all the way to Access, Project, and Visio). I am usually the person in the department who is capable of learning and undertaking almost anything.
Thank you for considering my resume and I hope to hear from you soon.
Operations Service Readiness Strategist
La Grange, IL
I received an inheritance 2008 • This allowed me to take time off to work on various screenplays and a novel
Various Temporary and Contract Agencies December 2001 - 2008 • Contract Employee utilizing previously developed skills outlined below
ChoiceParts, LLC September 2000 – December 2001 – Failed Startup accounts for short timeframe Call Center Supervisor – Service Readiness Strategist
Helped develop a call center including all procedures and processes for this B-to-B Internet startup.
• Oversaw day-to-day operations of inbound call center • Developed and documented operational procedures/processes, policies, and training guidelines • Developed process maps in Visio to communicate company processes • Wrote and implemented Service Level Agreements for interaction with other departments and acquired companies • Performed enterprise testing at various levels (e.g., Functional, Performance, Technical, Operational, and Database) • Developed and implemented performance improvement initiatives. Initiated studies and surveys, prepared reports, recommended and implemented solutions. Oversaw customer satisfaction and problem resolutions • Effectively analyzed staffing needs through report building, reporting, tracking, and implementation of necessary changes & improvements • Oversaw implementation of Siebel fulfillment system, including table structures and workflows • Performed second level due diligence visits to acquired companies. Visited acquired companies to gathered policy, procedure, process, budget, staffing, and call volume data to integrate into ChoiceParts business plan • Developed Access databases to manage a wide variety of information assets
Bank Administration Institute June 1998 – June 2000 Registration/Billing/ CRM Tradeshow Database Supervisor
• Oversaw day-to-day activities, including staff performance • Developed and implemented strategies to ensure the successful operation of the CRM Database team • Developed reports using ACD data and Excel • Anticipated support needs, forecasted conditions, set goals and standards, planned and scheduled workflow requirements and measured results • Developed training materials using Word & PowerPoint to train new hires and FTEs on new procedures and product updates • Developed and documented operational procedures, policies, service level agreements, and training guidelines • Developed Visio process maps to communicate company processes • Managed back end tables in company database/fulfillment system • Oversaw all data entry projects • Managed quarterly database updates reflecting all banking industry merger and acquisition activity • Managed SQL programmer on a Y2K compliant database project • Oversaw system conversion from UNIX/Progress to Windows platform • Developed Access databases to manage work processes • Oversaw contract finalization process for Trade Show hotel bookings • Developed an exhibitor and attendee management database in Access • Answered Internal Help Desk calls concerning software and database questions
Bank Administration Institute June 1996 – June 1998 Call Center Sr. Analyst
• Answered phones for inbound customer calls • Helped customers with problem resolution • Customer correspondence via email, phone, and US mail. • Sorted return mail • Updated Banking Industry database to reflect merger and acquisition activity • Data entry projects as deemed necessary by the CSO Supervisor • Assisted with customer registration during busy times • Relieved Front Desk Coordinator for lunches and breaks to answer the switchboard and greet clients • Assisted with Membership billing on a quarterly basis
Columbia College 1988-1992 Bachelor Studies – Visual Communication