Manager Customer Service

Career Objectives

Seeking position that I can utilize my diverse business background in

people management, project management, financial services and call center.

Lodge Secretary

Benevolent Protective Order of Elks, Oneonta, NY October, 2009 - Present

Working part-time flexible hours, responsible for managing cash receipts,

accounts payable, administering membership records for the non-profit

organization.

Field Operations Supervisor

US Census Bureau, Newburgh, NY January, 2010 - August, 2010

Responsible for supervising between 5 - 10 Crew Leaders in the field.

Managing work flow to ensure that operational work load was completed in a

timely manner, meeting quality guidelines.

o Daily meetings with Crew Leaders to review work progress and

enumerator performance.

o Monitoring the work flow assigned to our district, to each crew, to

each enumerator.

o Ensuring that completed work on target with stringent deadlines.

o Reassigning work among Crew Leaders to ensure deadlines met.

Job Skills

. Managing between 5-50 people

. Project Management

. Call Center Technology

. Proficient in MS Office products

. Typing 70+ wpm

. Accounts Receivable

. Accounts Payable

. Peachtree Software

Technology Integration Manager

Wide General Electric Leadership and Operational Foundation.

Demonstrated Success in Technology Integration in Call Center Environment

Specializing in Workforce Management, Interactive Voice Response and

Workstation Automation

Summary of Qualifications:

Resourceful, analytical, and responsive professional with a proven history

of success. Bright, goal-oriented, and dedicated team player who possesses

outstanding interpersonal and communication skills. Thorough knowledge and

understanding of business principles, processes and call center technology.

Hands-on leader and catalyst, organized planner, and persuasive negotiator

dealing effectively across all levels of the organization. Ability to

effectively develop, direct and motivate cross-functional project teams.

Balances competing agendas while steadfast to principle, yet consistently

able to deliver on strategic, operational and growth programs. Accustomed

to a fast pace changing environments.

Career Highlights:

Off-shore Outsourcing: Strategic planning, development, implementation

and maintenance to set up a 500 seat off-shore call center operation in

India.

o Technology and Process Management: Identify and maximize opportunities to

improve call center productivity through workforce management, work

station automation, and customer self service portals

o Quality Processes: Six Sigma Green Belt Certification.

o Business Functional Experience: Operations and collections management in

financial services call center.

Areas of Expertise:

Strategic Planning & Analysis Support of call center staffing across

multiple sites including assessment of key productivity drivers, dynamic

volume forecasting and service level targets.

Technology Processes including requirements definition, specification

development, project management, design reviews, end-user testing,

production transition, and control.

Call Center Operations development to ensure tools and processes are

aligned to complement technology strategy and optimize effectiveness for

functional support.

Quality Processes including system design, implementation and maintenance;

interpreting standards, development and coaching implementation team. Also

Six Sigma principles and processes including DMAIC, DMADV, GE CAP tools,

and facilitation skills.

BUSINESS EXPERIENCE, CHALLENGES, AND KEY ACCOMPLISHMENTS

Technology Integration Manager

GE Money, Merriam, KS March 2003 - January, 2008

Responsible for delivering on strategic direction for call center

technology including Interactive Voice Response, Work Station Automation

and eService. Provided strategic support of the staffing and productivity

across > 10 call centers.

o Identify opportunities for technological improvement via call center

technology to drive productivity.

o Manage the subsequent projects from idea inception, through

requirements, funding and implementation.

o Key member of the Staffing and Productivity team that consolidated

staffing and productivity efforts from individual call centers to a

centralized team to support > 10 calls centers across four countries.

Process Integration Manager

GE Money, Merriam, KS January 2000 - March, 2003

Managed efforts to establish new off-shore call center.

o Brought up a new 200 seat call center off shore within six months -

grew call center to 1200 agents within 12 months.

o Drove voice quality projects and joined efforts with business partners

to ensure end customer acceptance of off shore servicing.

Call Center Management

GE Money Merriam, KS August1980 - January 2000

Began as a part-time Authorizations Operator, within two years promoted

into management where I held various call center management positions for

customer service and collections, managing between 10-50 associates..

o Managed teams of associates to ensure business goals of service

levels, quality and productivity targets were consistently met.

o Change agent during the business transition of Montgomery Ward Credit

to GE.

EDUCATION, PROGRAMS and AFFILIATIONS

Education:

Bachelors, Business Administration, Baker University (1999)

Corporate Affiliations:

GE Woman's Network (1999-2008)

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