Customer Service Manager
Resume:
Mark W. Nelson
***********@*********.***
Dallas, TX 75223
Profile
Accomplished senior level manager with experience ranging from customer
operations management, department creation, process re-engineering, Six
Sigma methodology, customer escalation resolution, business development,
customer service, and fiscal administration to policies/procedures
development, performance/process enhancements, staffing, regulatory
compliance, and reporting.
Professional Experience
USA Cycling
2009-present
Professional Cycling Race Official
Expedia.com
2007-2009
Senior Manager, Hotel Operations Support
> Conceived, created and managed 24x7 global customer support organization
and help desk supporting major clients including Hilton, Hyatt, Wyndham,
Disney, Pegasus, and Accor with their Expedia software applications and
network connectivity issues
> Managed Tier 1 and Tier 2/3 technical support, new account on boarding
and connectivity, business and product analysis, and customer reservation
(sales order) delivery departments
> Maintained positive relationships with customers and 3rd party vendors
while providing weekly project status updates and productivity reporting
> Provided operational expertise as a member of team that designed a new
website which provided the customer self service options which greatly
reduced our man hours required to support them
> Developed SOP, budget, QA standards, staffing requirements, and employee
morale program
> Directed 3 managers and 35+ analysts at two domestic and two
international locations
> Oversaw the "on-boarding" process of 5000+ new vendors/customers to
Expedia network platforms
> Tier 1 Customer Support department resolved 2000+ customer "trouble
tickets" monthly
> Developed new reservation delivery error resolution process that
increased the reservation delivery success rate from 55% to 99.94% while
decreasing required man hours by 50%
> Implemented new business processes that reduced average customer issue
resolution time from over 5 business days to just 30 hours of elapsed
total time
> Developed and managed the global project to migrate customer reservation
delivery method from fax to E mail which saved Expedia approximately
$2,000,000 per year
> Developed SOW and managed 3 off shored programs and provided agent
training for each program
> Provided extensive business analysis to Expedia's executive committee to
justify expenditures
> Led a project team in a company wide initiative of identifying
unacceptable business practices and behavior toward Expedia and customers
and addressing those issues with offending partners
> Liaison between major customers and the business, sales, and technical
(IT) departments
> Department consistently exceeded performance metrics for productivity and
resolution time
Verizon Business
2005- 2007
Implementation Manager
> Effectively steered entire global telecommunications implementation
process for major customer
> Efficiently managed vendors, provisioning, customer updates, and circuit
activations
Resident Data-ChoicePoint
2004-2005
Operations Manager II
> Demonstrated dynamic leadership skills in effectively steering operations
of 3 departments and led a 5 member management team in driving activities
of a 50+ employee call center
> Strategically redesigned Avaya ACD routing for call center decreasing
abandoned calls from 12% to 3% while it simultaneously reduced speed to
answer to less than 10 seconds
> Successfully developed and implemented scheduling process that
significantly decreased customer application turnaround, and as a result,
reduced employee overtime and related labor costs
> Spearheaded multiple initiatives to optimize productivity, efficiency and
profitability of operation which included creating new department-
specific ACD vectors and provided a forum for management to effectively
analyze and respond to any staff productivity issues through previously
unavailable data
> Appointed Project Lead in charge of critical compliance with new Federal
FCRA/FACTA laws
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Verizon/MCI/WorldCom
1997-2004
Sr. Service Manager; 2003-2004
> Directed team of 6 Account Service Managers in driving operations of
department with $4M in monthly revenues; accountability for A/R, billing,
sales, and customer dispute resolution
> Collaborated with corporate Legal and Collections department in resolving
long-term (2+ years) outstanding debt issues to successfully generate new
revenue and business
> Resourcefully developed new processes/procedures which significantly
reduced 180+ A/R
Manager II; 2000-2003
> In recognition of superior performance, rapidly promoted to steer
operations of 3 Departments represented by 3 Supervisors and 40+
personnel for a 100+ employee call center
> Personally selected by Center VP to resolve executive-level escalations
with LECs
> Appointed Member of Core Processing Team charged with standardizing
maintenance and customer service procedures company-wide
> Member of ISO 9001-2000 certification team
> Effectively applied strong managerial skills toward consistently
achieving 125% of manager goals
> Designed and implemented dynamic program supporting the collections
department which generated millions of dollars in past due A/R
> Successfully trained, mentored and promoted 7 of 8 department team leads
through motivational leadership; created Quality Assurance awards program
for technicians
> Looked to as Subject Matter Expert on test center procedures during beta
testing and installation of new companywide web-based trouble ticket
management system
> Created MCI's first switched products remote test center, with full
accountability for operational policies and testing procedures
development
> Recognized with MCI Superior Performer awards
> Ranked in Top 5% in Customer Service Managers
> In recognition of providing superior customer service, received Taking
Care of Business awards
> Three-time recipient of MCI's Circle of Stars award
Senior Technical Recruiter; 1998-1999
> Successfully recruited top IS/IT and technical talent for staffing
Western US offices; applied expertise toward guiding/mentoring 4
recruiting team members
> Collaborated with executives in strategic planning and diversity
recruitment program initiatives
Staff Support Manager; 1997-1998
> Led HR recruiting endeavors for 300-employee department
> Provided Directors, VPs and SVP with critical department budget and
headcount requirements data and presented detailed new department budget
and headcount proposals to Senior VP of Finance
> Used strong research and analysis skills to initiate and drive an
employee theft investigation that resulted in the recovery of valuable
Cisco router, computer and monitor assets
Prior Experience
Branch Recruiting Manager, Sprint-Paranet; 1995-1997
Recruiter, Management Recruiters; 1994-1995
Operations Manager, Indiana Air and Army National Guard - Counter Drug
Dept.; 1991-1994
Education
B.A. Business Administration and Communications - Concordia University WI.
GPA 3.67 Cum Laude
Additional Information
Electronic and Communication Systems Chief Warrant Officer Retired-U.S.
Army/TX Army National Guard
Member Board of Directors for Non-Profit benefiting Children's Medical
Center in Dallas, TX
Volunteer Committee Chairman for American Diabetes Association
USA Cycling Licensed Official and Moto Official
Mark W Nelson
Supplemental Project Management experience (partial)
. Customer Booking Delivery
Created and managed a project to increase Customer Booking delivery, which
prior to project plan implementation, only had a 55% success rate. The
project was initiated for better efficiency and accuracy to improve the
current process that was already in place. Each of the booking failures
resulted in an Expedia customer arriving at a hotel without a guaranteed
room reservation and the possibility of relocating that guest. There were
approximately 18,000 failures per day and with an average cost per
relocation of $800, the potential cost per day was $14,400,000. The
system data was then analyzed and a solution to the problem was developed
and the project plan was then presented to management. The required
system changes were implemented and within a week delivery success
exceeded 95% and with further modifications, delivery success rates
increased to a monthly average of 99.96%. An additional benefit of this
projects success was the ability to hold hotels accountable for relocation
of Expedia guests. Due to Expedia's new ability to confirm notification
of guest reservations, hotels became financially liable for guest
relocation costs and the Expedia average relocation costs decreased from
$800 to $200 resulting in substantial savings.
. Customer reservation delivery migration
Managed global project to migrate customer reservation delivery method
from fax to E mail which affected over 50,000 properties. Developed
timeline to migrate each geographical region based on number of properties
to keep the project moving smoothly. Sent invitation letters to
properties, data was inputted to databases, and properties were migrated
according to schedule. This project saved Expedia approximately $2,000,000
per year.
. New Global Customer Support Organization
Managed the entire process of creating a new global organization.
Developed timeline for hiring new employees based on volume of customer
cases resolved by department. New job descriptions for analysts and
management team were written and received HR approval. New job grade and
salary levels were developed and received HR approval. Analyst training
and QA program developed and implemented. Location IVR/ACD system modified
to include new department. Department budget projections submitted for
next two years. Project was completed before executive mandate.
. Elimination and relocation of organizational location
Personally managed the entire process beginning with performance
evaluation of all employees and operating costs of the location versus
efficiencies gained projections by consolidation of locations. Presented
business analysis to company executive levels with recommendations, which
were approved. Developed timeline to transfer FTE and responsibilities
based on technical proficiency gained by existing analyst assumptions and
hiring projections. Project was completed on time with a significant
department budget savings while also increasing department productivity
and lowering SLA to our customers.
. New Customer "Self Serve" Website
Served as the customer technical support SME for the project team to
create a new Portal (website) which allows customers the ability to make
changes to their individual website. Provided major input into page layout
design. Implementation of Portal resulted in significant cost savings and
eliminated the need for manual data entry by Expedia employees. Project
was a success and was finished inside mandated timeline.
. Expedia customer relocation and discrimination (CIM)
Led a project team in a company wide initiative of identifying hotels that
exhibited unacceptable behavior toward Expedia customers. Developed
reporting that gave executive team current, accurate, and in depth data
analysis for all customer bookings. This data was not available before
this time. Confidence in the data reporting's accuracy allowed senior
executive levels to develop new procedures for the account management team
to address these issues resulting in a decrease of these instances.
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