Customer Service Engineer
Resume:
MARLENE J. MIRABILE
Coram, NY 11727
http://www.linkedin.com/in/marlenemirabile ablmk6@r.postjobfree.com
SUMMARY
Business Operations Manager with 15 years experience in telecommunications
technical support, customer service, daily operations and Lean Six Sigma
methodology. Managed cost recovery, knowledge management, quality control
and process improvement. A highly skilled facilitator and team player in
problem solving, root cause analysis, design and implementation of process.
Excellent technical and analytical skills, organized with strong attention
to detail and deadlines. Demonstrated ability collaborating with all
levels, effectively interact with executive management.
Green Belt Certified Business Objects (BOXI)
Process Improvement Clarify (Clear Support & Clear
Monitor)
Quality Control Minitab 15
Customer Service Microsoft Office Suite
PROFESSIONAL EXPERIENCE
AVAYA (previously Nortel), Bohemia, NY
2007-2010
Business Operations Prime for EMA Product Support
Managed daily operations utilizing and implementing Lean Six Sigma (LSS)
principles. Managed improvement project recommendations by the Process
Management Control system (PMCS). Obtained, trained and helped manage
resources to operate, control and improve the process within the
organization.
. Successfully managed team of 60 to record 100% of their time with 90% of
it being recoverable against service contracts.
. Effectively worked with Director in budget planning and capacity analysis
to exceed budgetary requirements of 10% cost reduction year over year.
. Developed and provided training for process changes for global support
teams.
. Increased percentage of cases closed in under 48 hours to exceed company
priorities and increase customer satisfaction by developing visual
indicator, "Just In Time", reports.
. Improved efficiencies and ensured procedures were followed by performing
quality case audits.
. Minimized case arrivals by documenting and communicating effective
Knowledge Management procedures.
. Improved ROI by coaching solution authors in effective solution triggers
and content based on identified "Best Practices", resulting in high
solution "re-use" rate.
. Increased customer satisfaction and reduced case age by leading weekly
meetings with Design Support primes to bring attention to aging cases
with product defects.
. Ensured the team maintained Business Continuity Plan (BCP) readiness and
maintained team directory.
. Effectively supported Director by representing him in executive meetings,
escalating customer calls and operations review.
. Ranked top contributor amongst peers two years in a row.
MARLENE J. MIRABILE
Page 2
PROFESSIONAL EXPERIENCE
NORTEL, Bohemia, NY 1996-2006
Lead Product Support Engineer (2003-2006)
SR. Product Support Engineer (1999-2003)
Product Support Engineer (previously Periphonics) (1996-1999)
Provided 365x24x7 application and system support for Voice Response,
Multimedia Processing and Pre-Paid Calling Card systems to numerous field
technicians, distributors and direct customers across North America, CALA
and ASIA PAC regions.
. Managed and documented telephony, networking and application issues
remotely through VPN or on-site for dozens of global key clients ensuring
that projects remained on target.
. Led team of Support Specialists for the Caribbean and Latin American
region ensuring quality, consistency and timely responses.
. Support Prime for Oracle based Pre-Paid Calling Card systems.
. Utilized Business Objects and CSAT surveys to verify that they were
achieving the TL9000 requirements.
. Liaison between support team and contracts team consistently resolving
contract issues.
. On a quarterly basis would provide CALA support recoverable hours to
finance prime for cost recovery.
. Consistently passed annual department TL9000 certification audits.
. Prime team contact for Knowledge Management tool, Primus.
. Managed Technical "Self-Help" documents that resided on company website.
. Chosen as team leader in the development and rolling out of Contact
Center 6.0 products.
. Leader of Y2K Planning and Rollout team for CALA Customers.
. Effectively supported manager in her absence by supervising the support
team, handling escalating issues and evaluating customer support needs.
Periphonics, Bohemia, NY 1995-1996
System Test Technician
Build, troubleshot and QA tested Voice Processing Systems including both
hardware and software.
EDUCATION
B.S. Electrical Engineering
Farleigh Dickinson University, Teaneck, NJ
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