Customer Service Project Manager

**** ***** ***** **. ***. **** . huntsville, al **802

Phone 256-***-****. E-mail *********@*****.***

Eddie R. Marsh, Jr.

Education

**** - **** ********** ** ******* Tuscaloosa, Alabama

Business Management/Music Education

National Honor Society

President - Business Club President

United Way Volunteer

LifeSouth Volunteer

Professional experience

10/2004 - 04/2010 DirecTV Huntsville,

Alabama

Resource Management Specialist (08/2005-04/2010)

Builds long-term staffing schedules; develops and administer shift-bid

processes and creates short-term schedules that are aligned with

long-term plans to optimize the fit between employee needs and resources

(e.g., vacation, training, school hours). Posts accurate schedules in a

timely manner. Works with Team Leaders and Team Managers to coordinate

employee time-off requests.

Adjusts resources to accommodate unexpected changes in call volume or

resource availability; determine appropriate staffing requirements; post

volunteer requests and/or mandate coverage for unexpected changes in

call volume (e.g. employee meetings, special projects, changes in

programming). Proactively adjusts staffing to meet fluctuations in call

volume and resources.

Monitors the effectiveness and efficiency in aligning site wide

processes and procedures to achieve call center goals/metrics. Monitors

real time, daily and monthly reports for adherence to scheduling and

service level parameters. Recommends adjustments as necessary.

Develops and maintains Customer Service Representative IEX skill

profiles to facilitate best available resource call routing. Stays

current on internal work processes, policies, and procedures (billing

adjustment policy, etc.). Surfaces recurring problems with work

processes, policies, or procedures; contributes ideas on ways to resolve

problems to better serve the customer and/or improve productivity.

IEX & Avaya CMS knowledge A++. Performs other functions as assigned.

Team Leader (01/2005-08/2005)

Duties included: Insuring Direct Measures of Quality were met by EC's.

These included Average Handle Time, Hold Time, ACW Time, and Adherence.

Was responsible for doing 6 Quality Assurance Evaluations per month on

each agent.

Customer Service Representative (10/2004-01/2005)

Handled Inbound Technical Calls for Direct TV (DTV) and Assist

Customers with Issues Such as Technical, Sales and Billing, and Setting

Up Service Calls.

2000 - 2004 West Teleservices Huntsville,

Alabama/Omaha, Nebraska

Team/Podium Supervisor (6/2002-10/2004 Huntsville, Alabama)

Handled Inbound Technical Calls for Direct TV (DTV) for the first 2

weeks of employment.

Promoted to Supervisor of DTV. Duties included: Insuring Direct Measures

of Quality were met by CSR's. These included Average Length of Call,

Handle Time, Hold Time, and Not Ready Time. Was responsible for doing 2

Quality Assurance Evaluations per week on the agent. I managed a team

of between 25-50 agents. During this time I proposed a plan to free up

the supervisors to do more training with the agents; the escalations

desk. This desk was staffed with Subject Matter Experts (SME's) who

took supervisor calls. This prepared the SME's to perform in a

supervisory role and provide promotional opportunities to them. It also

enabled the supervisors to spend more focused training with their

agents, better meeting the team goals.

Promoted to Podium Supervisor of DTV. Duties included: Managing a staff

of 7-8 that monitored all aspects of a 500-seat call center. This

included monitoring call volume through a system called Meridian. My

staff and I monitored attendance by the +/- report. This would be a

projection from Network Control Center that let us know how many agents

were needed to handle call volume. Other systems utilized were Spectrum

and PeopleSoft.

Promoted to Lead Supervisor of the PacifiCare - Northwest line group.

Duties included: Monitoring 5 floor supervisors for goals that were set

forth by upper management and monitoring call volume.

Project Manager-AT&T Small Business Sales (2/2000-6/2002 Omaha,

Nebraska)

Set and met sales goals, planed and managed accounts, and secured new

business, as well as retained previous accounts for companies with

50-100 employees.

Generated and followed-up on leads in a defined geographic territory.

Tracked tasks related to launches and ensured timelines were met.

Objective

I am seeking a career where I can build upon the experience and

education I have received in the past, so I may succeed in the future.

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