Project Manager Customer Service

Alice Lassenburg

**** **** ******* **** • Raleigh, NC

Phone: 919-***-**** • Mobile: 516-***-**** • Email: *****.**********@*****.***

Summary

A results-oriented business professional with twenty-five years in the customer service for

publishing and health care support industries. Twenty years of managerial experience in 24 X 7

call center organizations up to six hundred seats. Promoted twice times in three years due to the

ability to quickly assess call center operations and implement the proper balance of people,

processes, and technologies to improve employee productivity and achieve high client service

levels. Excellent leadership, communication, team building, strategic planning, and problem

solving skills. Recognized for having the ability to develop client-focused organizational cultures

resulting in significantly higher customer satisfaction.

Call Center Management

1 Five years of call center management experience (Opus Health), including as manager and

senior manager, in the telecommunications, computer, and health care. This involved the

development of strategic plans, managing large and small teams of multiple disciplines. Two of

the years were within a 200 seat call center organization having two sites with a monthly call

volume of 120k inbound / 40k outbound.

1 Two years experience administrative (Senneheiser Electrical Corp) directing the activities of a

24 X 7 call center and field operations serving 14,000 clients nationwide. Integrated regional

call centers into national unit resulting in savings of $1M annually.

Call Center Metrics / Process Improvement / Development / Knowledge Management

1 Four years leading groups responsible for reporting (Amsterdam News) that provided strategic

overviews of business operations in the areas of SLA compliance and employee productivity.

2 Two years managerial experience (Amsterdam News) leading best practice process

development / improvement and knowledge management efforts at multiple companies. At

Amsterdam News, these efforts resulted in the firm’s customer satisfaction ratings.

1 Two years experience managing organizational change and developing employee training

materials (Opus Health) for the new processes and technologies my group was implementing.

1 Provided monthly analyses of performance trends and recommended solutions (Opus Health)

for any areas having downward trends.

1 Developed presentation and report formats used in Monthly Account Review meetings with

clients (Opus Health).

General Business Skills

2 Seven years senior manager experience (Amsterdam News) directing the activities of a staff of

publishing managers

1 Directed staffs of up to four managers with 20 plus employees.

1 Managed organizational P&L’s.

1 Excellent PC, MS Word, Excel, Project, Access, PowerPoint, and Visio skills.

1 Four years experience working with Sales and Marketing to develop and deliver presentations

on call center support services.

1 Two years project management experience, including rolling out new call and customer

technical support processes.

1 Ability to instill corporate vision and develop an atmosphere of teamwork focused on meeting

organizational and corporate objectives.

1 Two years experience in vendor and contractor relationship management.

Employment History

Opus Health, Division of Dendrite/Cegedim Hauppauge, NY 2006 – Pres.

1 Program Support Group Rep.

2 Senior Manager, Call Center

Development Disabilities Institute Smithtown, NY 2005 - 2006

3 Administrative Assistant

Sagamore’s Children’s Psychiatric Center Dix Hills, NY 2000 - 2005

1 Mental Health Therapy Customer Support Specialist

1 Senior Manager, Call Center

1 Project Manager, Call Center & Network Operations

Amsterdam News New York, NY 1989 - 1999

2 Senior Manager, Call Center

2 Project Manager, Call Center & Operations

Senneheiser Electrical Corp New York, NY 1987 - 1989

1 Director of Operations (Field service and call centers)

1 Manager, Project

Education

Eastern School of Technology, New York, NY (1980)

Drake Business School, New York, NY (1981)

Contact this candidate