career objective                              

dynamic it professional specializing in project management, call center operations, client servicing, and consulting, eager to contribute expertise toward actively supporting an organization in maximizing performance

profile                                                

ø  offer numerous years of progressive experience in analyzing call center performance, implementing process improvements, and increasing customer satisfaction rates

ø  efficiently assess and respond to client-specific needs; create, execute, troubleshoot, and document complex technological solutions and processes

ø  hire, train, and direct top-performing, customer-focused support teams; strategically plan and coordinat eworkflow and human resources for optimal coverage while containing labor costs

ø  facilitate communications between corporate executives, clients, contractors, all levels of staff, and global business partners

ø  dynamic organization, prioritization and time management skills; consistently achieve critical deadlines while maintaining high quality standards and regulatory compliance

 

~ technical proficiencies ~

avaya call management release ~ avaya centrevu supervisor ~ enterprise interaction client ~ tcs series five ~

blue pumpkin workforce management ~ siemens acd ~ helpdesk ticketing systems ~ amdocs crm (clarify) ~

computer associates advanced help desk ~ ca unicenter tng ~ what s up gold ~ microsoft office ~

ms project ~ visio ~ aris ~ webex

professional experience                

sr. consultant, amdocs consulting                                                                                                       7/07 c present

-contracted to at&t, sprint, boost, and other leading telecom clients

• effectively lead consulting teams and manage all aspects of clients contact center optimization projects from initial evaluation through delivery
• identify and document project-specific business requirements to enhance phone, web-based chat, and self-service (ivr, web) applications, as well as coaching and training improvements for all levels of personnel
• develop detailed solutions taking into consideration  account management issues including churn, collections, and cross-/up-selling; collaborate with globally dispersed teams in reviewing impact assessment documents
• design and conduct workshop and planning activities; facilitate conference bridge meetings and webex sessions
• maintain open lines of communication between company application developers and client subject matter experts, perform system tests on new applications, and work directly with client user acceptance testers

 

principal consultant, keane, inc.                                                                                                          1/03 c 7/07       

-contracted to freddie mac, inc.            (3/07 c 7/07)

• oversaw development of  infrastructure management guide based on itil principles; coordinated project team and worked closely with technical writers; regularly reported to client on progress throughout duration of project
• actively supported company in sustaining and growing business by ensuring client satisfaction and building loyalty through quality product training targeting client project managers

-contracted to crawford and company, inc. (1/03 c 3/07)

• successfully managed the helpdesk, security, and desktop support departments with three supervisors, six team leads, and more than 100 technicians handling 80,000 annual calls; achieved major, across-the-board performance improvements 
• increased percent of calls answered within 60 seconds from 70% to 90% - lowered average answer time from 1:16 to 0:14; raised percent of answered calls from 82.5% to 96%, and boosted first contact call closing rate from 81% to 91%
• directed human resources and employee relations activity including hiring, training, evaluation and recognitions, compensation, disciplinary actions and terminations, and staff communication
• developed and monitored agent productivity evaluation metrics and contributed to the implementation of  operational dashboard to ensure consistently excellent service while exceeding profit expectations, reducing costs, and minimizing employee turnover

 

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project manager, availstaff                                                                                                                  4/02 c 1/03

-contracted to coca cola parts, inc. (7/02 c 1/03)

• accurately completed major data migration project affecting supply chain; worked in conjunction with partnership with technical assessment group and analysts

-contracted to nova information systems (4/02 c 6/02)

• analyzed existing merchant implementation services procedures to design  more efficient new account conversion process, assisted with schedule and workflow coordination, tracked and submitted timecards, and supervised group of 100 contractors
• provided quality control through assessment of agents knowledge and behavior, development of productivity evaluation metrics and scorecards, and conducting silent remote monitoring as well as random checks of written work; resolved escalated customer issues
• developed detailed written job expectations for team leaders; served as liaison for conversion project and contracting agencies

 

project lead, kenda systems                                                                                                               11/00 c 12/01

-contracted to compaq

• served as integral team member and project lead in transitioning kpmg s 24/7 global network operations center from holland to georgia, creating new standard operating procedures, staffing new center and training personnel, and coordinating daily activity

 

• established quality assurance program; contributed to development and implementation of operational dashboards and balanced scorecards using key performance indicators
• proactively monitored the world s largest exchange network with more than 100 countries; communicated with global service providers, performed troubleshooting procedures on network hardware, and functioned as the single point of escalation for staff during major outages

 

sr. manager, customer operations, interland, inc.                                                                                  3/00 c 11/00

• oversaw all levels of personnel in tiers 1, 2, and 3 support groups with five managers, 20 supervisors and 300+ agents; created detailed managerial job expectations, directed help desk re-engineering efforts, and participated in setting up the holland-based technical support center
• increased customer satisfaction by 30%; introduced process improvements based on call volume trends, monitoring of agent productivity, and identifying root causes of operational issues
• entrusted with responsibility for workforce management group in charge of forecasting, scheduling, and departmental reporting; created customer loyalty team

 

director, customer service, dbc financial, inc.                                                                                     8/99 c 3/00

• planned and built call center from the ground up; oversaw construction, contracted vendors, prepared and administered budgets, and coordinated a team with five managers, eight team leads, and more than 100 agents
• developed policies and procedures for call center, conducted call volume analysis, authored managerial job descriptions, and developed customer service training program
• managed $1m phone system conversion project, participated in the introduction of new banking system processor

education                                           

master of project management, keller graduate school of management                                     2000

 

bachelor of arts in economics, university of georgia                                                                           1992

 

~ certifications ~

post graduate prep for pmp certification, keller graduate school of management                                present

 

information technology infrastructure library [itil]                                                                                  2006

• foundations certificate                       
• practitioner certificate (iprc)