Customer Service Management

Marisa Sifuentes

Richardson, Texas ***** 214-***-**** (****************@*****.***

SENIOR-LEVEL OPERATIONS LEADER

Results-focused management professional with 16+ years of progressive

experience driving teams to deliver outstanding service that meets or

exceeds customer demands. Instrumental in building call center and support

organizations, with the ability to analyze processes and develop strategies

to maximize efficiency while preserving quality. Excellent communications

skills, utilized with senior leaders, customers, and staff to boost

productivity and fulfill expectations.

Operations Management ( Team Leadership ( Relationship Management (

Solutions Management ( Staffing

Customer Advocacy ( Business Process Management/Improvement ( Quality

Assurance ( Regulatory Compliance

High Volume Contact & Call Center Management ( Staff Development ( Spanish

Fluency ( Training

PROFESSIONAL EXPERIENCE

Beloved-South Dallas Ministry, Dallas, Texas 2011-Present

Ministering to underprivileged women who have been through many trials in

their lives.

Watermark Community Church, Dallas, Texas 2010-Present

Leader in pre-school ministry.

GE Healthcare IT, Plano, Texas ( 2005-December 2010

DIRECTOR, SUPPORT SERVICES

Leader of the combined support services teams for GE Centricity Practice

Management and Centricity EMR product lines and customer base. Leadership

of over 100 FTE's across multiple corporate and remote locations and teams.

Drove efficiency and productivity through proactive management and

improvement of key customer facing processes, while instilling a focus on

quality and satisfaction. Expertly managed key relationships with 8 Value

Added Resellers across the U.S. that generated $30M each year, and served

as primary liaison for customers and executives.

< Raised customer satisfaction scores 13% through introduction of a

direct connect process that routed calls according to skill set.

< Boosted first contact SLAs from 95% to 100% for Critical/High

priorities and from 96% to 99% for Medium/Low priorities by utilizing

a combination of BPMS, Lean, and Six Sigma methodologies.

< Worked with multifunctional teams, to develop and implement web portal

initiatives aimed at making self-service available to customers

< Advanced operations through design/implementation of critical

processes, including a customer leaving process for direct and

reseller customers and one for transitioning customers from

installation to support.

< Achieved perfect scores for team adherence to Quality Management

Systems and Medical Device Data Systems training.

< Lowered response time through implementation of a successful Business

Process Management Time to Resolution Process (TTR) process for 5K+

direct/reseller customers representing 68K physicians.

< Customer Initiatives,Voice of Customer trending and data analysis.

Led projects with marketing, development and support to improve

knowledge base, customer impacted service pack releases and chat

capability

Avaya Communication, Dallas, Texas ( 2001-2004

SR. MANAGER, BUSINESS CALL CENTER

Ensured optimal response to customer needs through direction of call center

strategies and operations - developed staffing proformas to guarantee

coverage. Optimized satisfaction for first-of-a-kind and up-scope programs

for service providers and sales support by delivering personalized service

delivery assistance. Additionally, ability to coordinate multicultural and

multifunctional team members.

< Boosted capabilities through creation of a multi-vendor support team.

< Clarified expectations and ensured positive results through

development of Service Level Agreements between vendor and clients.

< Increased 10% efficiencies and reduced headcount through

identification and IVR development of a password reset application.

< Ensured fulfillment of system and customer requirements by targeting

key skill sets and training needs.

MARISA SIFUENTES ( Page 2 ( ****************@*****.***

Lucent Technologies, Dallas, Texas ( 1997-2001

ENTERPRISE SERVICE DELIVERY MANAGER (1999-2001)

Advanced efforts to optimize service levels and quality, leading a 17-

member staff and partnering with account management teams to determine and

align solutions with customer needs.

< Generated 12% improvement in helpline service levels through

implementation of new, focused departmental processes. Additionally,

boosted productivity and efficiency for the System Configuration

Group.

< Expedited responses for top concerns through development of a

"Leadership Desk" that monitored all Priority 1& 2 trouble tickets.

< Supported career growth of Customer Relations Specialists by ensuring

access to both internal training and external certification classes.

VOICE MESSAGING SERVICE DELIVERY SUPERVISOR - Lucent Technologies/Ameritech

(1997-1999)

Piloted team delivering frontline support for vm product -directed response

to/resolution of helpline, order entry, and trouble tickets. Ensured

delivery of service in accordance with specified customer requirements.

Selected Highlights

< Encouraged and rewarded strong performance through introduction of a

Quarterly Recognition Program.

< Optimized department success by leading focus groups in efforts to

identify weaknesses - implemented strategic policies and procedures

based on findings.

ADDITIONAL HISTORY

Pagenet, Plano, Texas ( 1996-1997

SPANISH CUSTOMER SERVICE SUPERVISOR

< Increased ability to serve key customer base through introduction of an

in-house Spanish department.

< Boosted service quality and efficiency through development of

productivity and performance measurements.

Southwest Airlines, Little Rock, Arkansas ( 1994-1996

SALES SUPERVISOR

< Organized and implemented a 1,000-agent call center in Little Rock,

Arkansas.

< Led group of 25 customer service representatives in delivery of

solutions and response to issues.

< Promoted to management role from start as Public Relations intern.

EDUCATION & TRAINING

Bachelor of Arts in Public Relations

University of Texas at Arlington, Arlington, Texas

Business Process Management System (BPMS) Training - 2006

Quality and Regulatory Assurance (QARA) Training - 2009

Corrective and Preventative Action (CAPA) Training - 2009

Change Acceleration Process (CAP) Training - 2010

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