Customer Service Manager

Kelly A Taylor, PMP

**** ******* *** ( Salt Lake City, Utah 84121 801-***-**** (

**********@*****.***

Professional Experience:

Extensive project management expertise including PMP certification.

. Managed major project for nationwide government program to

exceptional completion.

. PMP certification from Project Management Institute in October 2010.

. Developed business plans for two major company mergers involving

industry leaders.

. Built and managed call centers of all sizes for a variety of

businesses and US government.

Comprehensive experience in outsource partner management and client

satisfaction.

. Managed all aspects of partner performance and maintained

relationship while ensuring contractual compliance.

. Oversaw startup development and daily operations for multi-function

call centers throughout North America and around the world.

. Negotiated contracts and modifications, wrote SOWs, prepared

proposals, reviewed SOPs.

. Assisted with two corporate mergers, integrating differing

departments, practices, and software.

20 Years experience inbound and outbound call center management.

. Developed and managed customer service centers including all HR,

hardware & supervision.

. Compiled reporting for senior management and improved overall

performance.

. Verified and reconciled partner invoices and first level of approval

while keeping to the budgetary goals.

. Reviewed existing sites for process improvement as well as opened

new sites for expansion.

Innovation and expertise in all aspects of training, instruction and

coaching.

. Statistical analysis, ad hoc reporting, spreadsheet creation, and

database management.

. Automation and programming of routine department functions.

. Creation or upgrade of procedure manuals and performance tracking

software.

. Regular daily supervision including cross-training and ongoing QC

monitoring.

Career Highlights:

2009 - 2010 Vangent: Onsite Vendor Manager

Onsite management of outsource call center for 2010 US Census

Oversaw start-up and development of largest segment of

nationwide call centers.

Monitor daily operations of subcontracted call center including

WFM, QA, training, coaching.

Point of contact for several staffing agencies placing workers

at multiple call centers.

Responsible for compliance with government security clearance

screening procedures.

Sustain rapport with vendor partner while assuring observance of

agreed contract terms.

Sites consistently ranked in the top for nationwide Census

centers.

Devised and quickly implemented successful Incentive Plan for

rapid QA improvement.

Ongoing and monthly review of performance metrics and

determination of bonus award fee.

Review all Standard Operating Procedures and ensure partner

understanding and compliance.

Work with government entities to review changes and develop

official government policy.

Write SOWs and negotiate contract modifications for changing

scope of operations.

2001 - 2008 Gateway/eMachines: Account Manager / Vendor Relations

Worldwide supervision of retail customer support for major US

computer manufacturer

Maintain relationship with outsource partner and ensure

adherence to contracted service requirements.

Improved company performance to best in business, based on

independent consumer ratings.

Ultimate oversight of five call centers in three countries with

over 1000 total agents.

Analyze call data and call monitoring information to identify

and drive support organizational improvement initiatives to

completion.

Actively participate in the Quarterly and Annual Business

Reviews by clearly representing client expectations to the

partner and providing assistance to meet expectations

Ensured positive relationships with national retail partners and

repaired negative relationships when necessary.

Coordinate forecast accuracy activities with workforce

management and ensure the delivered forecast matches partner

staffing plans.

2001 Convergys: Team Leader / Operations Manager

Supervised customer service managers for outsource firm on

their major account

Manage customer service and technical troubleshooting teams for

national call center.

Share and coach agent teams on best practices, new products, and

quality calibrations.

Handle customer escalations and provide feedback to the partners

for action

1999 - 2001 MEGG Associates Inc.: Customer Service/Tech Support Manager

Top level management of all client support for national leader

of specialty software

Directed installation, training, and tech support for 1000+

public safety clients.

Coordinated national training and performed executive training

with rave reviews from clients of all levels.

Assigned to top client to retrain and repair relationship

including a review for top executives.

1995 - 1996 GE Capital Financial: Corporate Card Implementation Manager

Facilitated set up of expense management systems for major

corporations

Work with national sales force and client representatives to set

up corporate card programs.

Drive innovation in programs and features offered based on

client need and industry changes.

Track ongoing usage issues and work with client to resolution.

Technologies:

PC Desktop, all MS Windows Office Products (Word, Excel,

PowerPoint, Access, Outlook), Internet Navigation and Research,

SQL and Database Inquiry

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