Customer Service Manager

Victoria Schrader-Montgomery

*** ******** **. ******** *******, Colorado 80921 719-***-****

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PROFESSIONAL PROFILE

An experienced technical and manufacturing team manager with a recent

background in Oracle applications support management with a history of

success in operational performance, customer service, and employee

development. A results oriented professional capable of holistic vision

and detailed analysis.

Experience

May 1997-April 2009 Oracle USA, Inc

Sr. Technical Support Manager managing the HRMS and Manufacturing product

support teams. (HR, Payroll, Time Reporting, Benefits, iRecruitment,

Intelligence/ Analytics, Public Sector, Inventory, BOM, WIP, MRP)

o Operational Highlights

. Analyzed volume by component for specialty routing and

backlog impact, a strategy later adopted across other

complex product support teams

. Identified lead measures (backlog aging, time to resolution

ownership, response times) reporting back to superiors and

to team members for corrective actions as needed with

positive effect on KPI goal achievement

. Project lead for internal communication forum creation for

global specialty access and product development interface

. Managed escalations working directly with customers at

Director levels including dba professionals.

o Employee Relationships

. Mentored and coached up to 17 support engineers on customer

interaction skills, prioritization and best practices for

successful service levels and high customer satisfaction

rates.

. Maintained one of the lowest attrition rates across Oracle

Ebusiness applications support

. Worked with employees to identify areas for technical,

functional, or soft skill development

o Knowledge Management (KM)

. Increased KM awareness through a global program designed to

highlight impact on cost reduction for Oracle and the

customer base, increasing document creation across global

team and leading HRMS teams to top performance in this

area.

. Managed root cause analysis projects, identifying actions

needed for product and/or efficiency improvements

. Coordinated actions designed to identify documentation

and/or training gaps, providing appropriate resources for

resolution.

o Customer satisfaction

. Analyzed surveys returned with low satisfaction scores;

followed up with customers, team members, and development

as needed.

. Coached team on best practices, communication styles, and

daily report utilization for improved response times

. Worked directly with escalated customers and/or escalated

issues, interfacing with development on business impact

clarification and desired behavior for product enhancement

or bug escalation.

Technical support engineer/lead directly supporting the Oracle inventory

application. This included interfaces to Order Entry, Purchasing,

Manufacturing, HRMS, and the Object Library.

. Developed technical skills in:

. Unix

. SQL+

. Discover

. Sysadmin

. Workflow

Nov. 1993-Oct. 1996 Apple Computer

Team Facilitator managing up to 42 people assembling printed circuit

boards.

o Operational Highlight

. High production levels; often recognized as top performing

teams

. Decreased rework through quality analysis focused on

proactive problem identification and avoidance

o Mentored, coached and help develop a more effective "Empowered

Team" strategy

April 1990-Nov.1993 Logistix Inc.

Production Supervisor responsible for the packaging and duplication of

Apple Software and peripherals.

o Operational Highlights

. Workstation capacity study increased production level

. Brought up the new facility from first existing line to 8

product lines w/ approximately 80 hires

. Implemented/trained on KANBAN methodology

. Lead ISO 9000 internal auditing team

Jul. 1975-Jan. 1990 Honeywell SSC/Atmel Corp.

Production Supervisor responsible for IC production in Class 10-100

environments.

o Operational Highlights

. Supervised 16-40 fabrication specialists in all areas of IC

production, including Photolithology, Diffusion, Implant,

Metallurgy

. Implemented KANBAN methodology (block processing)

. Implemented Statistical Process Control

Education

University of Phoenix/ Colorado Springs 1995-1998

BA/Information Technology - Associates level completed

Colorado Technical University 2009-present

BS/ Information Technology- Software Engineering

3.8 GPA

MS 07

Java Programming (first level)

Database Structure and design

Networking Architecture

Problem Solving Concepts

Additional training in multiple management skills and theories including

Leadership Training, Performance Management, Dale Carnegie, Train the

Trainer, Building Personal Networks, Seven Habits, Strategic Development,

Women in Management, Global Cultures, Excel, Remote Management, Change

Management, LEAN strategy, Kaizen Method, Managing a Multi-Generational

Workforce and many more.

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