Customer Service Six Sigma

Summary Profile

Highly accomplished and outcome-focused professional empowered with

extensive international management experience complemented with large-scale

E-Commerce background. Proven aptitude to construct and implement policies

and procedures to boost staff productivity levels, reduce financial

overheads, and successfully meet overall company objectives. Leverage

strategic thinking, innovative problem solving, and strong leadership

capabilities to deliver exceptional results. Successfully lead problem-

solving teams in assessing challenges and successfully transforming

concepts into competitive workable solutions. Possess well-honed

communication and relationship-building aptitude; able to cultivate

profitable international relationships as well as excel to work even under

extreme pressure. Additional key strengths include:

. Leadership and Supervision

. Full P&L Management

. Lean Manufacturing Concepts

. Six Sigma Methodologies

. Strategic Planning

. Data Gathering and Analysis

. First-Rate Customer Service

. Product Management / Roll-out

Professional Experience

Kinetic Concepts, Inc. (KCI)

Six Sigma Black Belt (San Antonio, TX) Jan 2010-Present

Spearhead the completion of all Lean and Six Sigma projects within the

Advantage Center environment. Administer post acute value stream for KCI

Active Healing Solutions business. Guide the company implementation of

process improvement IQ through formulating actions plans, reducing training

costs, and providing strategic support.

PayPal/Ebay, Inc.

Director, Global End-to-End Customer Experience (Dublin, Ireland and Round

Rock, TX) Dec 2005-Oct 2009

Coordinated the strategic execution of eBay and PayPal global customer

services initiatives, including new country launches, offshore and near

shore overflow strategy, eBay marketplace integration, quality, risk,

merchant support, and channel integration. Assumed full P&L responsibility

for more than 6500 in-house and outsourced agents. Effectively led customer

service segmentation strategy that includes profitability, value, and

loyalty models. Devised and implemented innovative global customer service

success metrics.

Notable Accomplishments

. Significantly grew consumer operations team to more than 6500 agents in

five different geographic locations.

. Built and implemented unique customer segmentation model to support

PayPal consumer service.

. Expertly utilized segmented queue management and customer surveys to

champion targeted market channel.

. Served as key stakeholder in long-term technology vision strategy as well

as led customer service strategy for PayPal Mobile campaign.

Paypal/Ebay, Inc.

Director, Global Operations Planning and Analysis (Omaha, NE) Aug 2004-Dec

2005

Oversaw the implementation of global capacity planning initiatives, which

included tax incentives, brick and mortar solutions, and language

capability considerations. Solely managed $189M operational budget to

support global PayPal risk, customer service, merchant service, quality and

training, as well as fraud teams. Synchronized functions of workforce

management teams in three geographic hubs, such as Dublin, Shanghai, and

Omaha. Enabled "what if" testing for multiple variables simultaneously to

create strategic solutions by utilizing computer simulation models.

Provided strategic direction to the PayPal global metrics team that was

responsible for sustaining 24/7 on demand information to all locations

through microStrategy front-end with a Teradata solution for storage.

Developed and maintained long-term international relationships with FSA and

Workers Council contracts.

Notable Accomplishments

. Maintained availability and provided world-class support for

approximately 105 million users.

. Successfully managed two country launches and five country localization

projects in 2005.

. Consistently maintained internal expense proportioned to revenue ratios

as well as drove double-digit growth for two consecutive fiscal years.

. Independently handled the negotiation of senior executive approval for

funding two new buildings that were based in North America and Europe in

2006.

. Actively participated and rendered proactive support on key merchant

initiatives that includes the 2006 campaign in both strategy and

technology arenas.

QVC, Inc.

Director, Resource Planning (West Chester, PA) Sep 2001-Apr 2004

Engineered and managed statistical models to yield relatively stable mid-

term and long-term volume and unit forecasts within allowable

predictability ranges for QVC Customer Services, Distribution Units, and

QVC.com; rendered operational support to all QVC international sites.

Administered the implementation of Six Sigma methodologies to multiple

projects within customer services operations. Established customary

practices that generated optimum revenue-generating opportunity within

international sites. Instrumental for engineering computer-based simulation

models to assess, determine, as well as document requirements for data,

workflow and logical process, hardware and operating system environments.

Notable Accomplishments

. Oversaw the implementation of custom-developed Six Sigma processes that

slashed $300K in net expense.

. Managed the launching of QVC Japan during the third quarter in 2003.

. Dramatically improved accuracy of the QVC UK statistical modeling,

realizing up to 8 percent forecast variance improvement which is

equivalent to $175K annually.

. Assumed the role as lead for QVC call centers of excellence team.

. Conceptualized forecasts and corresponding workload to ensure proper

handling of all incoming orders and calls from two television shows

simultaneously (QVC and Nascar Fan Shop on FX).

APAC Customer Services

Director, Workforce Simulation (Deerfield, IL) Feb 2000-Sep 2001

Oversaw the development of the technical architecture to support CRM/ e-CRM

and office automation as well as mapped business requirements to existing

technology to centralize back office systems. Delegated task to personnel

to ensure 100% success in the implementation and timely completion of

projects within budget and schedule. Facilitated various functional and

technical team projects to boost staff performance and generate

profitability through proper utilization of economies of scale. Efficiently

led all Discreet Event Simulations for "what If" scenarios for existing

operations and used simulation testing for all RFI (Request for

Information) pricing strategies.

Notable Accomplishments

. Instrumental for the development of company-wide call center intranet

site and functional specifications.

. Initiated simulation testing for all RFI pricing strategies along with

current contracts that heightened net revenue by $200K during the second

quarter of year.

. Acquired Six Sigma Black Belt certification; profitably increased direct

marketing firm's revenue by $1.2M while minimizing APAC net expense by

$190K annually.

. Completed Purdue University's Call Center Auditor Certification.

Bank of America

Assistant Vice President, Direct Banking Optimization Team (Charlotte, NC)

Jun 1995-Feb 2000

Worked hand-in-hand in establishing mid- and long-range inbound/outbound

call volume and average handle time forecasting. Handled projects relating

to multiple call center telephony upgrades. Outlined staffing models for

newly acquired customer base as well as examined and evaluated trends of

key indicators and industry influences. Maintained competitive staffing

levels based on off call volume forecasts; created call center work frames

in a netforce setting.

Notable Accomplishments

. Proactively managed overall aspect of capacity planning in support to the

largest financial virtual network in the United States.

. Presided over the large-scale customer segmentation simulation project

that was later published in Dr. Jon Anton's book entitled "Call Center

Performance Enhancement Utilizing Simulation."

. Conceptualized forecasting algorithms that enabled the bank to

resourcefully use Computer Telephony Integration (CTI).

Education

Master of Business Administration ( Texas A&M (In-Progress)

Master of Arts in Organizational Leadership ( Gonzaga University, Spokane,

WA (2008)

Bachelor of Science in Organizational Management ( North Park University,

Chicago, IL (2001)

Graduated summa cum laude

Credentials

Certified Six Sigma Black Belt

Statistical Process Control Certification (SPCC, Toronto Canada)

Certified Call Center Auditor (Purdue University)

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