Customer Service Manager

Aundrea D. Jackson

**** *. ****** **. **** C ( Aurora, CO 80014 ( 425-***-**** (

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

Customer Service & Call Center Management

Increasing Customer Loyalty ~ Reducing Costs ~ Exceeding Service Level

Targets

Eighteen years of successful leadership, customer service and call center

management experience. Consistently demonstrating outstanding ability to

impact bottom-line results by improving processes, reducing costs,

improving customer satisfaction, increasing team and organizational

effectiveness.

Career Achievements

Business Management

. Guided 2 call centers with over 300 seats to consistently meet service

levels and expense objectives through Workforce Management, staff

scheduling and cross-training initiatives.

. Reduced turnover rate by 11%.

. Directed the successful implementation of policy changes that resulted in

an annualized reduction of $200K in losses to the operations group.

. Implemented seasonal staffing model resulting in net savings of

$500,000/year in temporary staffing costs

. Developed and submitted capital expenditure checkbook to ensure on-time

project completion and vendor compliance within applicable budget

parameters

. Acquisition team member responsible for due diligence, training,

consolidation and merger of call center offices throughout the United

States, Canada and Australia.

. Implemented quality assurance programs & team coaching which improved

department performance, resulting in Customer Satisfaction Rating of 96%

in 12 months. The highest since 2001.

Leadership

. Selected to the Emerging Leaders Team sponsored by members of the

Executive Management Board to promote Development for the Senior

Management Team.

. Awarded Operations Leader of the Year for Development and Cost Control.

. Played key role in bargaining unit negotiations, promoting positive

relationships with Union Business representatives and represented staff

members

Customer Service

. Define, implement and maintain systems and service strategy for the

Customer Service Operations to ensure annual Service Quality Indices were

met or exceeded

. Responsible for 3 of 10 State Mandated Indices

. Led turn-around to #2 rating in JD Power Rankings

. Honorable Mention in IQPC Call Center Awards

. Implemented modular training programs for adult learners which resulted

in lower cost per class; reducing new hire training from 7 weeks to 4.5

weeks

Professional Experience

Puget Sound Energy . 2009-Present Customer Access

Center Manager

Accountable for managing the daily operations in the call center,

partnering with IT, vendors and service providers to ensure Regulatory,

Compliance and Safety KPIs were achieved.

Initiated and led a turn-around of this 250-seat IBEW represented call

center, handling 2,000,000 contacts per month via multiple channels

Achieved KPI performance 18 consecutive months and attained the

highest customer satisfaction ratings since 2001.

Maintained positive relationships with IBEW union staff.

Stabilized and expanded a work-from-home pilot to a sustainable model

that doubled the total number of remote agents in the first year of

implementation, and minimized return to office for lost time to less

than 4%.

Ensure compliance with Federal and State regulatory requirements; work

with UTC staff on tariffs and State Administrative Code.

Track and trend Key Performance Indicators (KPI's) on a daily, weekly

and monthly basis.

Financial management of the Call Center including budget preparation,

modification and accounting processes including forecasting, expense

analysis and briefings with Executive Leadership team.

Routinely conduct on-going analysis of call center performance for

continuous process improvements, performance coaching, efficiency, and

improved customer satisfaction.

Pepsico Bottling Group . 1999-2009 Customer Service-Market

Equipment Manager

Provided leadership and support of the call center and equipment platform

to ensure delivery of the customer contact services for Regional business

units and external customers.

Planned and developed staffing modules, call patterns and design for

this Customer Service Center that handles equipment tracking and

maintenance for the Western half of the United States, Alaska, and

Hawaii; including a $43,000,000 capital budget.

Responsible for stabilization of call center, processing over 30,000

call transactions and 40,000 data entry items per month.

Led change management teams in a 7-state area responsible for

tracking and maintaining a multi-million dollar equipment base, 20

data entry personnel and 300 field based technicians.

Implemented a coaching program designed to enhance skill set for call

center representatives to assist customers and technicians with

programming and troubleshooting requirements.

Experienced 18 months of 98% call quality and >0.5% abandon rates,

resulting in two years of being the #1 call center in the network.

Maintained disaster recovery plans and system maintenance

contingencies.

Facilitated collaboration between development, delivery and production for

assets in the region. Developed and delivered training on products &

assets to technical and sales teams.

TeleCheck Services . 1990-1999

Director, Call Center

Began working for this subsidiary of First Data Corporation as a part-time

Call Center Representative and advanced thru the leadership team.

. Managed two state of the art operations call centers comprised of 5

individual departments and 300 staff members including various levels

of management from entry level supervisor to managers.

Processed 7.5 million live agent calls annually, supporting 35,000

field based retail customer locations through technology enhancements

that included automated voice response, TCS Forecasting & Scheduling,

Universe Monitoring Systems and cloud call distribution.

Responsible for Annual Operating Plan including capital purchases,

construction & expansion planning.

Consistently met corporate objective by operating at/under target

financial goal.

Interacted with high-profile clients, participated in litigation and

inquiries to consumer regulatory agencies. Led this team through 5 major

acquisitions on time and on plan.

Manager of Authorizations - In addition to direct floor management,

duties included wage review and reclass. Restructured a struggling customer

contact department, enhanced production standards, accountabilities and

procedures.

Transitioned the team into performance based wage & incentive

structure to compete with industry standards

Improved staffing projections; implemented on-going education &

training programs designed to increase skill level and staff personal

growth.

Established new-hire mentoring programs, peer coaches and formal

rewards programs to focus staff on customer care concepts, expanding

operations to 24/7.

Administrative Supervisor - Acted as Assistant Manager and HR Generalist

in this role. Overseeing an administrative team that provided support to

six supervisors, 2 managers and the department vice-president.

Tracked & resolved complaints directed to the Executive staff, the

Attorney General and State, Local and Federal agencies.

De-centralized HR environment duties included recruiting and staffing,

payroll & benefits administration, EEO compliance and disciplinary

actions.

TECHNOLOGY

Working knowledge of the following:

Microsoft Suite - (Word Excel, Access, PowerPoint, Project, IE) . Workforce

management tools - TCS, IEX, Aspect E-Workforce, Avaya - Call Management

Systems (CMS),. Outbound Dialers; Davox and Varolii,. Knowledge Management

- LMS Knowledge Base,. Call Center applications - Verint, NICE, Witness,

Avaya, CISCO

EDUCATION & TRAINING

University of Houston - Early Childhood Education - 1985-1989

Vanderbilt University - Education - 1982-1984

? DEPENDABLE ? INNOVATIVE ? EFFICIENT ? DETAIL-

ORIENTED

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