CAREER OBJECTIVE:

A position where I can utilize my talents in sales support, customer

relations, administration and managerial experience to contribute to the

growth and success of the organization.

PROFESSIONAL EXPERIENCE:

IBM Corp / Zerochaos, Research Triangle Park, NC

November 2007 - March 2010

Project Manager, IBM Business Transformation Operations

. Project Manager for transition of IBM's HR Programs Call Center Support

from Fidelity Investments to IBM, Philippines.

. Project Consultant for second phase of project which involved

transitioning of IBM US Tier 2 Application Support Operations to IBM

Bangalore, India and transitioning of IBM US Web Services Operations to

IBM Philippines.

. Project Consultant for transition of Pfizer HR Services to IBM

Philippines.

. Handled transition of work and services in collaboration with other

project teams which included training, process reviews with Fidelity,

business processes, business continuity, testing, interviewing,

application access, IT, and other areas as assigned.

. Provided input to and review of knowledge base created for Call Center

Customer Support Representatives.

. Managed integrated HR Programs Project Plan

Accomplishments

. Successful go live Deployment for Phase 1. Project was launched on time

and on budget.

. Participated in hiring, training and testing of 140 CSR's.

. Project Team provided 1300 pages of CSR training and administered 130

exams.

. Project Team creation of over 4,000 pages "best of breed" HR Knowledge

Base.

. Participated in extensive testing with 2,500 mock calls handled and over

4,000 test steps executed.

. Successful onboarding of 247 new employees from Fidelity into IBM.

. All Contact Center service level agreements consistently met or exceeded.

Customer satisfaction survey incrementally improved from 80% to over

87%.

. All audits were successfully passed.

Hodge & Kittrell Realtors, Raleigh, N.C.

September 2007 - October 2007

Office Administrator

. Handled sales tracking and contract folders for sales force of 42 Agents.

Provided meeting minutes and reports to Sales Force.

. Inputted and updated MLS Listings. Produced and audited MLS reports for

Broker in Charge.

. Responsible for proofing and submission of final documents for newspaper

advertisements of listings and open houses. Prepared CMA Packages.

. Updated accounting records in Quickbooks. Provided administrative,

purchasing and phone support as required.

Express Personnel/Centex Homes, Wake Forest, N.C. April

2007 - September 2007

Sales Assistant (Temporary Position), New Home Sales at Dansforth

. Assisted on-site Sales Representative with greeting potential customers

and showing available homes and models.

. Handled incoming and outgoing customer/company calls and correspondence,

inventory of brochure packages.

. Responsible for follow up on sales leads with potential customers.

. Prepared write ups for MLS Listings and Spec/Inventory Home Fliers.

Fidelity Investments, Durham, N.C.

Manager, Customer Support Services July

2006 - March 2007

. Managed 17 Customer Support Representatives, 1 Team Lead and 1 Senior in

Fidelity Employee Services Center who provide daily phone and email

support for IBM Client's HR Solutions, Staffing and Skills Programs to

IBM employees, managers and HR professionals.

. Managed client relationship between HR Partners and HR Professionals.

. Responsible for workload management, delegation and distribution,

including hiring of new employees to team.

. Responsible for training and development of Customer Support

Representatives.

. Responsible for meeting and exceeding all service level agreements for

IBM Client.

. Evaluated recorded calls to ensure consistent call quality for IBM

customers.

Accomplishments:

. Exceeded service delivery objectives for IBM Client in 2006.

. Over 94% of calls received answered by Customer Support Representatives

resolved at initial contact in 2006.

. Average quality scores increased by two points in the first month as

manager through management coaching of representatives.

. Established closer client relationship with HR Partners and Professionals

via presentations, meetings, communications and conference calls.

. As Focal for IBM Emergency Disaster Response Program, educated IBM

customers regarding program and participated in IBM client initiatives to

improve and expand program.

Project Manager, HR Services Customer Support Operations Sept.

2004 - July 2006

. Responsible for leading new business assessment, including cost sizings

for new client programs.

. Managed customer service support implementation of new clients and

programs.

. Responsible for targeted client and internal communications.

. Interviewed and hired candidates for Customer Services department and

coordinated hiring events.

. Responsible for audit readiness and internal audits in Customer Services

Organization.

. Provided support for console activities performed by the Customer Support

Operations team.

Accomplishments:

. Successfully implemented customer service support of IBM Client's

Emergency Disaster Response program, which was invoked by the client four

times in 2004 and three times in 2005.

. Project Manager of the customer service implementation for GM Support

Dec. 2004 - June 2005.

. Project Manager of the customer service implementation for BAC Support

Feb. 2005 - June 2005.

. Project Manager of customer service support for IBM Annual Enrollment

Oct. 2005 - Nov. 2005.

. Project Manager of Part Time Pilot Staffing initiative for Customer

Services Jan. 2006 - May 2006. Wrote a White Paper for the pilot which

was shared with executive team November 2006.

. Established new Access Database for Staffing and Training to capture new

hire data for performance tracking.

Team Lead, HR Services Customer Support Operations Aug.

2002 - Sept. 2004

Responsible for leading new business assessment, targeted client and

internal communications, employee training and education, workload

distribution and prioritization, demand forecasting, queue management,

customer satisfaction, risk and quality management, call center technology,

project management, staffing and audit readiness for a 150 associate HR

contact center operation.

. Successfully led the team in the organizational change and operational

transition of IBM's Human Resources Employee Service Center to the

Fidelity Employer Services Company.

. Established continuous quality improvement program for organization. Led

Customer Service team in achieving new monthly business objectives in

2002 and 2003, meeting a new monthly ASA target of 60 seconds which had

previously been an annual target, and decreasing the yearly 5% abandon

rate to a monthly abandon rate of less than 3%.

IBM Corporation Feb. 2001 - Aug.2002

Business Analyst, Customer Support Operations

Responsible for sizing and analysis of client program proposals, analysis

of business measurement objectives and strategic recommendations for

attainment, coordination of training needs and strategies, audit readiness,

client and center communications and call volume forecasting.

. Participated in the implementation of customer service support for over

15 new client programs.

. Created and implemented audit readiness program for 13 customer service

processes.

. Established format for e-module training curriculum utilized to train

customer service associates.

OTHER EMPLOYMENT:

2000 - 2001 Senior Recruiter, University Staffing, IBM Corporation

1999 - 2000 Recruiter, University Staffing, IBM Corporation

1996 - 1999 Team Lead, Customer Support Operations, IBM Corporation

1992 - 1996 Senior Customer Support Representative, IBM Corporation

1986 - 1992 Account Administrator, IBM Corporation

1985 - 1986 Telemarketer, IBM Corporation.

EDUCATION, LICENSES AND CERTIFICATION:

B.A., Graduated with High Honors 1980,Rutgers University, New Brunswick,

N.J. Major: German

Project Management Certification, International Institute for Learning,

December 2006

N.C. State Real Estate License May 2007.

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