Customer Service Management
Resume:
LORA T. BROWN
Pilot Mountain, NC 27041
Tel. no: 336-***-****
e-mail: abjfq0@r.postjobfree.com
E M P L O Y M E N T H I S T O R Y:
Accenture, Inc. Makati City, Philippines
Quality Monitoring, Customer Feedback and Complaints Lead
December 1, 2007 - February 12, 2010
Key Responsibilities:
General:
. Manage team and distribution of work load
o The team is responsible for reviewing and analyzing customer
complaints and escalations to get an understanding of the
customer's experience, assigning a root cause, and identifying
systemic quality problems.
. Serve as client single point of contact for
o Research and analysis for complaints/verbatim provided by
customers, client and vendor
o Tracking and management of identified coaching requests from
complaints/verbatim provided to vendors
o Call observation and calibration performance
. Provide and implement action plans based on complaint and escalation
systemic trends and root cause analysis
. Present any findings or analysis on all complaints to the client's
internal teams
. Drive performance of call observation and calibration metrics
. Manages a third-party call observation vendor as well as a team
responsible for call calibrations and agent performance on calls.
. Formulates action plans using data from call observations to improve
performance and drive projects with team and third-party vendor
creating a continuous improvement loop. Also ensures accurate
calibrations between team, vendors, and client partners.
. Reports findings from complaints and call monitoring to the client,
internal and vendor teams, and making recommendations on quality
initiatives.
Vendor Management:
. Manage day to day and special project performance of third- party call
monitoring vendor
. Provide direction to vendor and drive continuous improvement through
call monitoring
Team Management:
. Review team's work as needed
. Identify opportunities for improvements in team effectiveness and
processes
. Ensure all deliverables are completed accurately and on time
Accenture, Inc. Makati City, Philippines
Call Quality Specialist
April 3, 2006 - December, 2007
Key Responsibilities:
Call Monitoring (AQS/AMS):
. Assure that approved client quality standards and procedures are
practiced and attained
. Participate in external monitoring sessions
. Perform setup and coordination activities for remote and local monitoring
sessions
. Provide written and verbal feedback at sessions end
. Provide feedback to partners and subcontractors on each evaluation
session using the prescribed feedback model
. Maintain accurate monitoring records and reports
Process Improvement:
. Identify and recommend changes to training as needed
. Focus on program and individual goals and develop suggestions to improve
performance
. Ensure correct versions of scripts, and Methods and Procedures are used
at all times.
. Develop, complete and disseminate daily evaluations and summary reports,
weekly performance reports, and monthly reporting packages; prepare
additional reports as requested
. Identify areas for quality improvements using prescribed procedures; and
make recommendations to supervisor
People Support, Inc. Makati City, Philippines
Workforce Analyst
October 1, 2005 - March, 2006
Key Responsibilities:
* Responsible for generating, maintaining and tracking volume forecast,
capacity and schedule.
* Regularly monitor and review volume pattern for existing clients.
Update forecast based on historical data to compare with forecast
provided by the client (if any)
* Update FTE and team list information
* Creates training and meeting schedules for optimizing eRep
availability
* Determines overtime hours for understaffing, additional time off for
overstaffing
* Upload schedules in payroll system
* Track shrinkage or off-phone activities for accuracy of staffing
recommendations
* Come up with staffing recommendations (hiring and movements) to meet
service level and utilization target, and determine financial impact
on the business
* Determine capacity per eRep, per workgroup, per center; determine
volume allocation between the two centers based on capacity.
* Coordinate shift bids, administer schedule assignment process
* Coordinate/administer schedule adjustments, schedule exceptions,
schedule trade/shift swap with Forcedesk Team
* Calculate for staffing requirements and create schedules that meet the
defined service level, revenue goals, and operating, schedules, and
capacity
* Analyze performance; forecast accuracy and schedule efficiency;
identify challenges and opportunities for improvement
* Analyze performance; forecast accuracy and schedule efficiency;
identify challenges and opportunities for improvement
* Generates ad hoc reports within WFM's scope of responsibility
* Regularly communicates with clients, Ops, and other units in WFM
regarding forecast, staffing and capacity numbers
* Regularly monitors and reviews volume trend and volume pattern for
existing clients. Update forecast based on historical data. Analyzes
staffing, evaluate schedule performance and accuracy. Analyzes
performance; forecast accuracy and schedule efficiency; identify
challenges and opportunities for improvement
People Support, Inc. Makati City, Philippines
Senior Real-Time Analyst
August 30, 2004 - October 1, 2005
People Support, Inc. Makati City, Philippines
Real-Time Analyst
February 27, 2004 - August 30, 2004
Key Responsibilities:
* Train and coach Real-Time Analyst on real-time monitoring and call
center metrics
* Verify communication of all information relevant to staffing
* Act as cross-functional single point of contact for Workforce
Management with Information Technology and Telecommunication regarding
system related issues that impact production. Track and report issues
and resolution.
* Assist Operations Management with any schedule or staffing information
requirement
* Monitor, track and report eRep schedule adherence and employee
occurrences
* Monitor hourly call volumes, AHT and staffing requirements. Alert
Operations Management on threshold violation.
* Update employee and team data maintained in the workforce management
software
* Assess real time call volume to escalate to Operations Management and
recommend short-term adjustment to staffing to address current issues
* Facilitate eRep skill assignment
* Monitor and report allocation to workforce management team that may
trigger changes in staffing plan and schedule
People Support, Inc. Makati City, Philippines
Technical Support eRep
January 13, 2003 - February 27, 2004
Key Responsibilities:
* Provide online customer service via email, chat, voice-over IP and
phone on a 24x7 basis.
Accenture, Inc. Makati City, Philippines
Administrative Assistant for Human Resources - Recruitment
March 2000 - January 3, 2003
Key Responsibilities:
* Contact the candidates and schedule them for interviews
* Input profile of the candidate into an HR information system/database
* Update the candidates' recruiting status in the database
* Coordinate with the recruit the completion of pre-employment
requirements prior to start date
* Prepare job offer packets to candidates
* Prepare and sends application status letters to candidates
* Prepare and submit weekly candidate pipeline reports (statistics) to
the Recruitment Manager
* Assist in conducting Pre-employment exam
* Assist in job fairs and other company recruiting activities
* Conduct job offer
* Conduct pre-screening interview
* Complete other tasks that may be assigned from time to time in
support of the project
Nextel Communications, Inc. (Manila, Philippines)
Customer Service Assistant
November 1999 - March 2000
Key Responsibilities:
* Provide online customer service via email, chat, voice-over IP and
phone on a 24x7 basis.
S K I L L S:
* Excellent English communication skills
* Excellent quantitative and analytical skills
* Strong interpersonal and customer service skills
* Demonstrated ability to work under pressure and produce
* Ability to multi-task, adapt to change and achieve results with
accuracy and precision
* Computer proficient (i.e. Excel, Word, PowerPoint, Access) and
technology savvy
E D U C A T I O N A L B A C K G R O U N D:
1995 - 1999 Far Eastern University (Philippines)
AB Mass Communication
Character Reference Available upon request
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