Customer Service Project Manager

NIcholson Valderrama

***** ******** **( Hayward, ca( 94544 415-***-**** (

*******************@*****.***

SUMMARY OF QUALIFICATIONS

Over 8 years of professional experience in business analysis, business

development, customer service, operations, project management,

transition and training.

Highly motivated individual, with in-depth knowledge of the Software

Development Life Cycle (SDLC) including successful completion of

multiple complex IT projects and programs

Instrumental in driving business development efforts through project

management skills, charged with advancing new product launches, cost

reductions, product launches, product improvements and delivering cost-

savings to the company's bottom line.

Recognized for personal and professional initiatives leading to process

improvements that improved customer satisfaction, reduced process and

functional inefficiencies, increased overall orders, and synergized

internal departments within multiple business units.

Experienced with Operational Excellence methodology (eBay trained) and

analysis system

Business professional with experience working in international, multi-

cultural environments

PROFESSIONAL EXPERIENCE

STUBHUB, an eBay Company, San Francisco, CA (August 2007 to May 2012)

Project Manager, Customer Experience (July 2010 to May 2012)

. As a Project Manager, provide direction and lead the activities and

duties to enable successful migration of the Customer Service team to

StubHub's new technology group structures which focused on fusing the

Customer Service group with the Technology/Product support group for

the Oracle/Siebel CRM implementation.

. Managed Change Management activities for the Siebel Customer

Relationship Manager tool and Siebel Call Center Anywhere (IVR aspect)

in both US and International locations.

. Developed project engagements requests, project plans and managed

project resources to ensure timely engagement, cost-effective and

successful delivery of CRM and other internal projects.

. Work closely with architects, business analysts, business clients,

customer service representatives and senior management for defining

project scope, setting project timelines, assigning project resources

and providing input and sign-off to project documentation including

BRDs and project scoping documents.

. Supervised the alignment of Training materials/content with all

ongoing projects.

. Ensured proper documentation of all business processes and workflows.

. Coordinated training classes with internal employees, contractors and

off-shore teams in conjunction w/ the Change Management schedule for

all other projects and roll-outs.

. Created Release Engineering communication plans in conjunction w/

Change Management.

. Perform quality assurance on CRM and other internal projects and

perform health checks on KPI's.

. Gathered requirements for all planned Product projects, triaged

Support efforts to achieve continued efficiency of resources and

identified areas of opportunity post LTS (Live to Site).

. Analyzed monthly/quarterly reports and metrics (KPIs) to identify

areas of opportunity in order to reduce operational costs and improve

NPS (Net Promoter Scores).

Accomplishments:

. Managed the successful roll out of a customized Oracle Siebel version

w/ a modified interface specifically tailored to StubHub's needs. This

ranged from rendering original design aspects to daily hands on

support through post release to provide quality assurance.

. Identified 2 areas of opportunities within FedEx Logistics process and

IVR flow that reduced incoming calls by 32% and increased Customer

Satisfaction within Seller/Buyer NPS as well as overall Call Center

score.

Manager of CS Technology & Product Training, Customer Service (July 2008 to

July 2010)

. Promoted to manage communication and efficiency cross-functionally

between Customer Service group and organization.

. Managed daily work/staff of Tech Escalation and Product Training teams

(total of 8 personnel).

. Coordinated technology support (internal IT, NOC, 3PP, GSD, Telecom,

Citrix, etc.) to resolve issues experienced in internal and outsourced

call centers.

. Managed Product Training lifecycle from initial information gathering,

product/process documentation to training and eventual LTS (Live to

Site).

. Conducted business analysis on call center metrics (QA scores, AHT,

OSAT, KPI, NPS, etc.) to understand needs and identify areas of

opportunities.

. Presented proposals for technical resolution and feature enhancements

to reduce "waste" in business processes and eventually "work up

stream" to eliminate costs.

. Responsible for all Release Engineering communication to all call

centers.

Accomplishments

. Participated heavily in implementing the Make It Right program, along

with multiple stakeholders, to improve overall customer retention and

improve the Buyer Net Promoter Score.

. Improved the turn around time, through the Operational Excellence

program, sandbox and training environments so that Customer Service

Reps could develop their knowledge base efficiently and effectively.

. Worked cross-functionally to synchronize Technology Support and

Customer Service efforts to improve the overall customer experience

regarding technology issues experienced on the website. The response

time for technology issues improved from an average of 90 hours to 48

hours.

Trainer, Customer Service (August 2007 to July 2008)

. Built, implemented and delivered New Hire Training (Customer Service &

Telesales) materials.

. Traveled to all call centers to conduct Train-the-Trainer sessions.

. Became subject matter expert for all internal business processes.

. Responsible for daily updates of Customer Service internal Help

Center.

. Created and delivered via intranet (SharePoint) of all

Product/Technology/Marketing releases.

Accomplishments

. Successfully revamped all New Hire Training material in order update

to current business processes as well as on boarded a new outsourced

call center in New Mexico within 75 days, 15 days ahead of schedule.

. Participated in creating and training all material in relation to our

MLB.com integration roll out. This included meeting with MLB.com

personnel as well as traveling out to almost half of all US stadiums

to ensure teams' staff were comfortable with the information and new

processes.

. Attended SharePoint classes and collaborated to create our first

internal Help Center to allow virtual training to all remote offices

and call centers, ensuring accessible documentation company-wide.

NOVA GROUP, INC., Osaka, Japan, (February 2004 to July 2007)

Regional Training Manager

. Responsible for orientation and training of new instructors.

. Taught English conversation to students ranging from JHS to Adult

learners through a multimedia internet conferencing system in a

corporate call center environment.

. Managed the daily staff work schedules for 40-50 employees.

. Responsible for orientation and training of newly arrived instructors.

. Managed the development and enhancement of all English-based training

programs.

. Collaborated to create the Phonetic Speech program as an acoustic

phonetic supplement to classrooms to ensure students were paired with

the type of accent they wanted to learn from.

. Performed probationary and quarterly/yearly contract reviews.

. Assessed employee needs and evaluated for further development

training.

. Assisted Human Resources with resolution of all employee relation

issues within specified region.

. Direct meetings for overall department development and yearly planning

. Promoted a high level of customer service and resolved any

discrepancies.

. Coordinator for TOEIC/TOEFL based test-taking strategy lessons

. Oversaw continuous development of business-based courses to keep up

with International standards.

. Performed sales demonstrations for prospective students/customers.

. Conducted quarterly tours of facilities and schools.

education

San Jose State University, San Jose, California

December 2002

B.S. Degree in Communications & Mass Journalism: Advertising

Minor: Marketing

California State University, East Bay Hayward, California

Project Management Certificate Program

Expected Completion Date: Dec 6, 2012

Skills

Operational Excellence (eBay), Microsoft SharePoint

Services/Administration, Siebel Call Center, SDLC, Agile, Lombardi

Software Services, Kana, Tealeaf Technology, Business Objects, Footprints

Issue Tracking, JIRA, Bugzilla, Propel, Rational Requisite Pro, Quality

Center

Experienced working with PC/Mac, Windows OS, Microsoft Office, SQL, OSX,

Microsoft Works, Microsoft Word, Microsoft Publisher, Excel, Microsoft

Power Point, Visio, Adobe Photoshop, Webex

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