Customer Service Manager
Resume:
Deborah Van Vorst
***** **** ********* ***** ******, Colorado 80134
Phone: 303-***-**** Cell: 303-***-**** E-mail:
abhnls@r.postjobfree.com
Career Summary
o Results-driven Leadership Professional with broad-based experience
supporting and managing Customer Service and Information Technology
operations.
o Accomplished professional who has earned a reputation for integrating
the people, information, and technology of an organization to improve
productivity, increase efficiencies, enhance quality, and maximize
profitability.
o Effective communicator possessing excellent interpersonal and
relationship-building skills.
Expertise includes:
Technical Process Engineering Client Relations
Operations
Project Management International Account
Experience Management
Strategic Planning Service Level Accounting
Agreements
Budget Contract Training/Developm
Administration Negotiations ent
Professional EXPERIENCE
ORACLE AMERICA, INC. October 2007 - August 2012
Business Analysis - Global Operations
August 2011-August 2012
o Responsible for liaising with Oracle's largest U.S. hardware and
support services re-sellers which included overseeing the
processing of orders and credit requests.
o Worked closely with the U.S. Sales Team to ensure timely
turnaround and resolve process questions.
o Ensured the accurate tracking of incoming requests, outgoing
responses and open issues.
Manager - Service Contracts Customer Service
October 2007 - August 2011
o Responsible for the account management of Oracle's largest U.S. re-
sellers which includes overseeing the processing of support orders
valued in excess of $60 million in revenue.
o Managed a team of contract coordinators and specialists who review
and process annual maintenance contracts for Sun hardware and
software sales.
o Managed a large contracts data cleanup effort (offshore) following
migration to Oracle 11i.
OPTIFRAME SOFTWARE, LLC August 2002 - August 2007
Manager - Customer Service / Help Desk / Deployment
o Developed call flow and escalation processes according to ITIL call
center principles.
o Created job descriptions, staff requirements, recruited and trained
all members of the team.
o Established and negotiated service level agreements with Help Desk
customers.
o Developed and maintained knowledge database systems that provide
answers to questions and problems.
o Managed the staff responsible for supporting customers encountering
problems using the company's software products.
o Planned and managed software deployments, beginning with alpha,
beta and through commercialization.
o Managed Training group to establish curriculum, develop classroom
manuals.
o Developed metrics for measurement and reporting.
o Participated in development meetings to determine software
priorities using Agile and RUP methodologies.
INTERNAP NETWORK SERVICES December 2000 - April 2001
Director - Customer Service / Help Desk
o Developed call flow and escalation processes in creating a new Help
Desk organization
o Developed and implemented call tracking, metrics, and reporting using
ITIL best practices.
o Created job descriptions, staff requirements and recruited all
members.
o Defined training requirements for new employees.
o Managed the newly developed group responsible for supporting external
customers.
o Led a committee in identifying requirements to select and implement
call-tracking software.
o Attended strategic planning meetings to define future service
offerings for the customer base.
JD EDWARDS AND COMPANY 1989 to 2000
Director, Program Office - Information Technology Service Delivery
July 1997 - May 2000
o Program Management for cross-team and cross-functional initiatives,
including projects plans, budget and execution. Projects included:
o Represented IT globally in Siebel Sales Force Automation
implementation
o Defined testing requirements, developed test plans, and deployed
proprietary call tracking software to internal Help Desk.
o Managed migration to IP protocol, and implemented a worldwide
frame relay network.
o Prepared and successfully deployed the Y2K readiness program.
o Created and implemented Rotational Program Internal/External
Director - Information Technology Service Delivery
February 1994 - July 1997
o Managed global infrastructure support operations consisting of 7
managers and 300 people disbursed across 9 countries.
o Facilitated implementation of ITIL methodology into worldwide I.T.
organizations
o Developed rolling 3 year strategic plan for Support organization,
including execution plans, time lines and resources, as well as goals
and objectives at all levels of the organization.
o Developed and managed a multi-million dollar budget
o Established standard processes and bilateral communications structure
with infrastructure support teams.
o Participated in infrastructure analysis, identifying and eliminating
all single points of failure.
o Developed an internal disaster recovery plan.
o Led internal audit of I.T. in preparation for a successful completion
of IS09000 certification.
o Created operational and solution line business reporting at all levels
of the organization for real-time operational management of the
business.
o Established standardized methodologies for customer communications
including mechanisms, content, quality, timing and alignment with
other functional teams.
Manager - End User Support, Information Technology Service Delivery
January 1989 - February 1994
o Defined process steps, escalation procedures, call logging parameters
for an international Help Desk, PC Support and Software Distribution
organization.
o Enforced call entry, tracking, and reporting for incoming trouble
calls.
o Reduced trouble calls by 15% through root cause analysis and
automating resolution.
o Improved data transfer processes between development and distribution,
implemented crosschecks, decreasing the error rate of software
shipments from 12% to less than 1%.
~ References Available Upon Request ~
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