Project Manager Sales

Amy E. Price

**** *. *********** *****

Phone: 480-***-****

Scottsdale, AZ 85251

abibs9@r.postjobfree.com

SERVICE & SALES OPERATIONS LEADER

A senior consumer services professional with more than 19 years of

strategic operations leadership. Extensive experience in building high

performance organizations providing excellent service delivery. Proven

expertise in improving customer experience, achieving targets and improving

operational performance by generating and executing process improvements,

contributing to reduced operating costs and service efficiency.

PROFESSIONAL EXPERIENCE

Philosophy Inc., Phoenix, AZ 6/2007-

present

Sr. Manager, Customer & Consumer Services

. Manager of corporate & outsourced call center operations including

P&L, client and customer satisfaction and support, training, KPI

management. Responsible for service delivery for a B to C/B to B

environment. Accountable for obtaining revenues in excess of $2M

across our direct to consumer business channel while insuring customer

satisfaction worldwide.

. Provide collaboration, leadership, and direction in the development

and continued enhancement of customer frameworks and operational plans

that anticipate and address the needs of our clients to ensure a

seamless & efficient service delivery model and order to cash process.

. Optimize the consumer experience through competitive benchmarking,

social media monitoring/reporting, maximizing revenues, and improving

quality across all business channels.

. Identify and recommend tools to support consumer services business

initiatives, and drive the functional structuring of these tools to

provide harmonized information. Experience selecting, implementing and

managing contact center systems; i.e., CRM, IVR, WFM, Email.

. Strategic projects: Oracle platform conversion, Customer Care user

interface design and implementation, Consumer Feedback database

creation.

Cox Communications, Phoenix, AZ

Sr. Manager, Sales Support & Inventory - Cox Media

6/2005-6/2007

. Manager of Sales Support Operations including Traffic, Inventory and

Account Management.

. Exceeded sales goals in 2006 by 107% by partnering with sales to

create seamless customer delivery through effective inventory

management. Achieved top grossing month by achieving $9 million in

revenue while reducing fallout to 2%.

. Evaluated new technology platforms and successfully implemented

systems and processes for the chosen Traffic and Billing platform

allowing our site to be leader for future strategic initiatives.

Manager, Technical Support

3/2004-6/2005

. Manager of Technical Support including 14 Supervisors, 10 Leads, and

300 Representatives in a technical inbound contact center environment.

. Driver of day-to-day operations including customer satisfaction,

personnel management/development, quality control, process improvement

and efficiencies, and managing within the financial budget.

. Project Manager for High Speed Internet technical support rollout

resulting in a cost savings of $500,000 annually to the company.

. Provided oversight to resource scheduling and the analysis of contact

center statistics for efficiencies, and lead corresponding action

planning and process flows for business corrective actions while

managing projects for CKMS, Commercial Video and Union Avoidance.

. Built internal management bench strength by creating professional

developmental plans, morale building opportunities and appropriate

leadership training sessions.

. Strategic projects: VoIP, In Home Services.

Wireless Retail Inc., Scottsdale, AZ

1/2003-3/2004

Asst. Director, Contact Center

. Assistant Director of contact center operations including

inbound/outbound sales, client account management, sales support,

customer care, with dotted line accountability for payroll/HR

encompassing 300 employees with 15 direct reports; Program Managers and

Supervisors. Responsible for P&L, statistical reporting, and

vendor/consumer satisfaction.

. Developed KPI's and call center objectives and established multi-level

leadership accountabilities.

. Obtained stretch goal of $400K in revenue two months in a row for AAA

campaign while improving call efficiency within the Customer Service

Department by over 60%.

. Recruited, interviewed, hired 200 employees for emerging sales

campaigns. Re-designed and effectively rolled out commission and bonus

structures for all sales campaigns within the call center.

Sears Roebuck & Company, Tempe, AZ

1995-1998 & 2002-2003

Sr. Manager, Service to Sales

. Lead and developed eight managers and 140 customer care consultants to

ensure operational/service standards were met to exceed customer

expectations. Established department objectives, P&L, and long range

planning.

. Corporate program manager for Arizona for the national leadership

trainee program.

. Project Manager in charge of evaluating national network off-line

duties and recommended cost savings of $200,000 annually.

. Site Diversity Champion. Re-engineered the Diversity focus for the

Arizona site.

. Workforce Management planning, forecasting and scheduling with multi-

site load balancing to achieve efficient and effective call center

performance results.

J.P. Morgan Chase, Tempe, AZ

6/2000-12/2001

Assistant Vice President, Customer Care

. Leader of 24x7 co-branded service-to-sales department of 500+

employees; Recruiting Manager over four exempt level department

recruiters for 500 seat contact center.

. Created, developed and implemented a national supervisor assist

initiative improving overall efficiencies in AHT, agent productivity

and customer satisfaction across multiple sites.

. Managed recruitment personnel and functions for a high volume credit

organization. Successful in obtaining monthly hiring goals and

achieved an 85% retention rate for new hires. Created recruiter

logistics, scheduling, and new search initiatives.

. Global Days of Service project manager. Contacted community

organizations needing support, established service projects to meet

their need, recruited project volunteers and successfully carried out

our commitment to these organizations.

. Chase strategy & learning map presenter for Arizona.

DHL Airways Inc., Tempe, AZ

3/1998-6/2000

Manager of Performance Reporting

. Manager of operations support departments including: Reporting

Business Analysts, National Technical Help Desk, Service Performance

Reporting, and Data Maintenance Coordinators.

. Technical aptitude with an ability to explain technical issues to all

levels of management. Responsible for reporting all system outages to

Executives, IT, Field Operations, and Call Center Operations to

include: system points of failure, business/customer impact, business

needs, estimated time of repair and recovery implementation for a 24/7

national operation.

. Accountable for all internal and external sales and operations

reporting including: volume reports, internal/field/client sales

reports, and system outage reports. Insured accuracy for import/export

database for over 240 countries.

. Site Project Manager for Web Development and Web Shipping, and the

automation of pre-printed airway bills.

. Extensive experience in workflow management, process mapping of all

functional areas, and process improvements.

EDUCATION

University of Phoenix - MBA

Arizona State University - Bachelor of Science, Psychology

Research Assistant

Society of Human Resource Management Certification Course

PROFESSIONAL DEVELOPMENT

Microsoft Office Suite, Visio 2000, Optima! (Process 2000) Process Mapping

and Simulation, MS Project, Witness.

Project Management, Six Sigma green belt training courses

Multiple leadership, sales, and development courses - details available

upon request

Contact this candidate