Customer Service Project Manager

Linda S. Hoopes

*** ******** **** ********, ****

Home: 614-***-**** Cellular: 614-***-****

E-Mail: abkg1b@r.postjobfree.com

Professional Experience

Xerox Corporation ... Rochester, New York and Columbus, Ohio

2000 to 2008

International Document Company

Global Software Publisher / Trainer

Tracked customer online solutions and performed comparative analysis

between online solves and customer service center solves

Developed new product knowledge bases while maintaining and updating

existing product knowledge bases

Planned and prioritized new product knowledge base creation to ensure

a functional knowledge base by product launch

HTML trained, later found a free html editor that turned formatted

text into html code

Managed publisher training for the United States, Europe and

Australia

Authored and maintained training course documentation for

international and U.S publishers

Developed close relationships with Field Engineering and Product

Development Teams (PDT) to ensure effective communications concerning

new product launches and problem resolution

Recommended consistent product documentation wording to Product

Development teams resulting in common verbiage of what the customer

saw online and in written product documentation

Prioritized new problems and solutions and images that needed to be

added to the knowledge base daily

Worked with customer feedback from the Xerox website; contacted

customers through e-mail to resolve issues.

Initiated, developed and trained Publisher QA process. The QA process

resulted in 99.8% fewer errors at publish

Project manager for knowledge base weekly publishes and new

product translation cycle

Lead (supervisor) for all publishers

Honored with two Xerox Achievement Awards, one Gold Service Award

and three Peak Performer Awards for training and knowledge structure

improvements

Xerox Corporation... Fairport, New York

1999 to 2000

International Document Company

Color Analyst Workgroup Developer

Answered and resolved customer questions concerning

network or color printer problems

Created strategy for workgroup development

Led workgroup development workshops

Analyzed call data reports looking for customer problems that could

be resolved over the phone instead of sending a technician. Pertinent

problems and solutions were added to the knowledge base increasing

call solves by 5.4%

Member of Process Development Team

Honored with two Exceptional Customer Service and Support Awards

Xerox Corporation ... Columbus, Ohio

1991 to 1999

International Document Company

Solutions Manager in Training

Answered customer calls concerning all Xerox products, placed service

calls and escalated calls when

necessary. Always exceeded my call quality metrics with a high rate

of customer satisfaction

Surveyed customers concerning their experience with Xerox when

placing a service call

Interviewed applicants for Customer Service Representative positions

Created and managed training class for call escalation and trained a

workgroup of customer representatives on the escalation process

Worked closely with Field Engineering in Rochester, N.Y. to ensure

hardware and network solutions were made available to the Columbus

Call Center, resulting in 12.7% fewer calls escalated to engineering

Developed and published a center newsletter informing Customer

Service Representatives (CSR's) of terms and unique problem sets for

color and black and white network machines. This information resulted

in a 2.1% increase in network machine solutions.

Worked on a corporate task team to increase solve rates for

customers and Customer Service Engineer questions

Honored with seven Presidents Club Awards for training, customer

satisfaction and service call avoidance.

Education

The Ohio State University Ramapo College

Otterbein College

Columbus, OH

Mahwah, NJ Westerville, OH

Elementary Education General

Studies Business Administration

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