Customer Service Management

Karen A. Maloney

***** ***** ******, ******** ********, Michigan 48045

Phone: 586-***-****

Email: *************@*******.***

Talented professional with extensive program/project management

experience. Strong record of developing and implementing innovative

strategies across multiple product categories that result in long-term

brand equity maximization. Proven ability to manage product

development and production processes from concept through finished

product, with close attention to budgets, time frames, quality and

product specifications. Exceptional presentation and keen negotiation

skills within a multi-national environment. Striving to utilize my

knowledge of the Mobile industry and to progress within a leading

industry organization.

Strategic & Tactical Market Market Opportunity Identification &

Planning Positioning

New Product Introduction & Launches Portfolio Management & Customer

Retention

New Product Architecture & Brand Development & Market

Specification Expansion

Market-Based Pricing Strategies & Product Refinement & Life Cycle

ROI Management

Mobile Media Promotion Campaigns Multi-Tiered Sales & Marketing

Strategies

Strategic Alliances, Joint Ventures Creative Branding & Marketing

& Partnerships Communications.

Professional Experience:

OPENMARKET - division of Amdocs International

March 2007 - Present

Director, Account and Campaign Management

Southfield, MI

OpenMarket is the leading US and UK mobile transaction hub reaching

98% of the mobile market. OpenMarket is a division of Amdocs

International.

Directing teams located in New York, Seattle and Detroit. Appointed

to lead a newly acquired struggling division of OpenMarket. Built

solid relationships with industry leading organizations like ESPN and

Twitter through communications and outstanding customer service.

Provided direction and improved profitability by optimizing time to

market campaigns like mobile coupons through MMS mobile delivery

mechanisms. Directed program marketing campaigns that allowed Target

to provide mobile coupons and launched program on time and under

budget. Saved $60k a month by combining resources from acquisition

within first 90 days.

. Decrease time to market by 50% by reorganizing the program filing and

approval processes.

. Increased customer base by 38% for the account team by recommending

automation of processes.

. Approval rating by tier 1 carriers averaged and industry leading 95%.

. Customer satisfaction rating 98% over 3 years.

. Achieved over $720,000 annually in savings by streamlining the

available resource and elimination of redundancy

.OPENMARKET - division of Amdocs International

Director, Support Operations

Southfield, MI

Developed the initial organizational structure, which has evolved into

the industry-leading standard. Hired, trained and managed team of

Technical Engineers that have been imperative in the growth of the

organization into the number one Mobile transaction hub in the US and

UK.

Promoted by Senior management to continue to build and develop a

strong team of 12 technical support engineers and (3) java developers.

Implemented new CRM to increase customer management cross

organization. Developed metrics to provide organizational visibility

and accountability.

Partnered with Product Marketing division to create customer impacting

Service Level agreement that are leveraged as industry leading

providing reliable service 24x7x365.

IBM - Bank of America Account February

2002 - March 2007

Data Center Manager

Troy Michigan

Utilized Project management skills for new ATM and branch networks.

Project Management responsibilities include coordinating installs

between divisions, preparing and configuring routers, modems and csu's

for installs. Focus on team building and communication skills.

Reduced the overall project cost while increasing productivity.

Installations up 33% staff costs are down 25%.

. Managed staff of 6 server support technicians for IBM on ABN AMRO

account

. Defined and supported SLA agreements for team / customer

. Managed RFC process to schedule proper deployment procedures

. Manage weekly customer meeting to address current issues and concerns

Education:

BS Information Technology

University of Phoenix

GPA 3.66

Deans List

Professional Development:

CCNA

Network +

ITIL

Professional Affiliation:

Association of Professional Women - 2008

Mobile Marketing Association - 2009

Contact this candidate