Project Manager Quality Assurance

Ann Caughey

**** ***** ***** **, ******** AFB, NM 88330 Home phone: 575-***-****

Email: ***.*******@***.***

A highly experienced Operations Executive who has demonstrated the ability

to lead and motivate diverse teams to new levels of success. Impressive

track record of more than 20 years of hands on experience in call center

outsourcing, training and development, customer satisfaction,

communications, content, relationship and vendor management as well as

process improvement/auditing. Proven ability to successfully see the

organizational "big picture" goals and needs and apply problem solving

skills and innovative thinking to improve customer service and sales

offerings.

Experience:

Cross Country Automotive Group, Medford, MA-1/11-Current

Training Manager

Develop, manage and execute strategic plans for Tucson, AZ and Sault

Ste. Marie, ON contact centers. Managed 10 trainers across sites.

Key areas of focus on Product training and operational relationships

and "raising the bar":

. Increase in new hire graduation rates up by 10% in first 6 months

. Aligned metrics into a trainer scorecard to identify high

performing trainers to document best practices and improve

performance of other trainers.

First National Bank-Merchant Solutions, Omaha, NE- 3/08-10/09

Training and Development Department Manager

Develop, manage and execute strategic plans for training and customer

experience for 500 employee division. Key areas of focus include

consulting and supporting Inside and Regional Sales organizations.

. Identified a 15% sales improvement for a $250K return from Sales

training program.

. Achieved 10% reduction in Sales Rep attrition in first 60 days of

implementation of "new hire camp" on the job training.

PayPal, Omaha, NE - 03/06-02/08

Director of Community Interaction

Oversaw the management of multiple strategic support departments

within PayPal Operations Headquarters including: Content Management;

Customer Satisfaction; Quality Development; Community Events and

Operational Communications teams.

. Championed customer experience initiatives with business management

partners and increased customer satisfaction results in "one call

resolution" component by 10%. Collaborated on key initiatives of

outsourced partners to improve results.

. Successfully managed key outsourced vendor relationships with UCN

for customer survey tool and Witness Systems for quality

monitoring, including implementation of Witness 10 upgrade.

West Teleservices, Omaha, NE

Vice President of Training and Quality-Inbound 05/04 to 03/06

Repeatedly promoted during 18 year career at West to manage and

develop Training Managers, Curriculum Developers and Quality Assurance

staff across 20 separate sites. Responsible for proactively

identifying and creating training and quality programs/solutions to

meet client needs for the whole of the inbound division. Ongoing

Witness project management responsibilities as well as implementation

of NICE monitoring platform for 100% record solution.

. Key responsibilities for hiring 3 new Director positions with

realignment into a more customer focused, dedicated environment for

both training and quality.

. Implemented a "sales academy" for both agents and support staff to

better meet the needs of sales oriented line groups.

Director of Training and Quality - 02/02 to 05/04

Promoted to manage, and develop Training Managers, Curriculum

Developers and Quality Assurance staff across 12 separate sites.

Responsible for proactively identifying and creating training and

quality programs/solutions to meet client needs. Continued ongoing

Witness project management responsibilities.

. Developed and implemented Trainer and Curriculum Developer

certifications including compensation plan.

. Reduced training attrition from 30% in 2002 to 18% in 2003.

. Audit results and agent surveys indicated needs for more

comprehensive Management and Supervisory training. Developed and

implemented across all 12 sites.

. Grew wireless customer business an additional 20% from launching a

successful "At Home Agent" 100% e-learning curriculum.

Director of Process Improvement - 7/00 to 2/02

Promoted to manage and develop staff across 9 separate sites.

Responsible for implementing monitoring software, Witness, at

additional sites. Assembled and conducted internal quarterly audits

for continuous process improvement. Identified and communicated to

senior management recommendations for process improvements.

. Developed a full call center "audit" including: HR, Training, QA,

Operations, Client Services and Support departments.

. Improved efficiency of call center staff by documenting call center

"best practices" based on audit information.

. Member of Executive Attrition Committee. Achieved 40% reduction of

production attrition in 2002 from efforts.

Director of Quality Assurance - 12/98 to 7/00

Promoted to manage and develop 80 employees across 7 separate sites.

Proactively identified and resolved client concerns and issues while

also building long-term ongoing relationships. Identify, develop, and

implement QA processes and standard operating procedures based on

client and West specific business requirements. Business unit owner of

Witness software including: training end users, project managing

installations and ongoing support. Instrumental in the acquisition of

new clients through key team member in sales presentations.

. Improved efficiency of Quality Assurance staff by 33% through

installation and use of Witness software.

. Improved agent satisfaction, client satisfaction and first call

resolution by implementing more comprehensive feedback process

using Witness software.

Senior Project Manager - 12/97 to 12/98

Promoted from Project Manager to function as liaison between the

client and internal departments and maintain 3 Fortune 500 clients

concurrently. Responsible for training and review of all new Project

Management staff and functioned as implementation project manager for

all new clients. Included responsibility of all call center

operational metrics and performance.

. Achieved minimum of 25% revenue growth with all 3 clients during

the year.

. West achieved 2 new clients that year based on referrals of the 3

Fortune 500 clients.

Education:

B.S. Communications, University of Nebraska

Organizations:

Member of American Society for Training Development (ASTD)

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