Project Manager Customer Service

Norah K. Hansen

603-***-**** ******.*****@*****.***

Professional Work History

**** - ******* ******* / ***** ******** Operations Management

SoHo Salon.Spa; www.sohosalon-spa.com

Beauty/Fashion Industry: Upscale Salon, Spa and Special Event Company

Managed the salon and spa staff, scheduled resources according to service

requests, provided sales and marketing support, general business

administration and client relationship development.

2008 - 2009 Consultant / Start-Up Operations Management

NVolted; website under development, IT Industry: Start-Up, Secure Document

Hosting Company

Consulted in the areas of product/solution(s) architecture, start-up

personnel requirements, organization infrastructure, service offerings

(public, partner and commercial) marketing and business development

strategies.

2008 - 2008 Consultant / Professional Services & Channel

Business Development

Focus Technology Solutions; www.ftsinc.com, IT Industry: Professional

Services Organization

Farmed accounts for technical hardware and engineering services

opportunities and established a Sales & Marketing channel with VMware.

2006 - 2008 Director / Service Delivery Operations & Workforce

Management Projects

Health Dialog; www.healthdialog.com, Health Care Industry: Outsource

Service Provider

Managed a business analyst team responsible for service delivery

operations reporting, the scheduling of 2,000+ resources/nurses across

(6) U.S. locations to meet inbound and outbound workload demands,

client service levels, strategic campaign goals and corporate

objectives. Project managed the implementation of a new workforce

management software application.

2005 - 2006 Consultant / Service Delivery Operations Management

Digitas; www.digitas.com, Advertising Industry: Service Deliver

Marketing Firm

Consulted to the New York Times in the areas of strategic business process

improvement, training and quality, in their outsourced service delivery

operation.

2002 - 2005 Consultant / Business Development

Consulted and worked P/T with the following companies; IT and Federal

Government Industries

MacGillivary + Lee - Information Technology (security software) lead

generation

Infor Enterprise Software - Information Technology (manufacturing software)

lead generation

Johnson Controls - SME, Solution Strategist/Proposal Writer; Department of

State

Pearson Government Solutions - SME, solution strategist/proposal writer; U.

S. Department of State and Federal Bureau of Investigation agencies

IGI - Assisted in the development of a Oracle CRM practice; chosen to speak

at Oracle Apps World Conference

2000 - 2002 Subject Matter Expert / Contact Center Applications Sales

Consultant

Oracle Corporation, www.oracle.com, IT Industry: Interaction Center

Applications

Supported software sales by providing contact center industry

knowledge to Product Management, Field Sales, Training and

Professional Services teams on the contact industry

Created best practices program used to improve Oracle Direct's telesales

performance for the East Coast and Canada telesales operations.

Developed and implemented an Oracle reference program which improved the

awareness and sales of Oracle's Telesales applications and the closing of

strategic CRM deals

Provided 'Interaction Center' application solution demonstrations for mid-

market and enterprise C-Level prospects and customers

1999 - 2000 Director / Telesales Center, Fulfillment Operations & ECO

Project Manager

Bizfon, www.bizfon.com, Start-Up, Telephony Switch Manufacturer

Significantly improved the reach of marketing investments by

restructuring the flow of sales and customer contacts to and from the

service delivery operations

Developed and implemented business procedures for sales, customer service

and order fulfillment operations

Managed Tele-sales team, created relevant incentive programs and

restructured commission programs in alignment with corporate objectives

Created the product fulfillment center, established relationships with

vendors developing product kits and outsourcing kitting functions to Mexico

for a margin gain of 600%

1998 - 1999 Customer Service Manager / U.S. and Canadian Service Delivery

Operations

Westaim Biomedical, www.westaim.com, Start-Up Biomedical Device Company

Established the inside sales and customer care operations for a start-

up medical device company

Collaboratively developed FDA regulation policies and ensured compliance

for new policies implemented within the customer care, sales and

fulfillment operations

Managed and designed a Nortel switch and created streamlined call flows

into service delivery

1992 - 1998 Deputy Director/NPIC, Deputy Operations Manager/NPC, and

Chief/NPC

Stanley Associates Inc., www.stanley.com, Primary contractor to U.S.

Department of State/PPT

Won a multi-million dollar contract with the U.S. Department of State,

Passport Services for the first National Passport Information center;

including proposal management, developing IT/Telephony solution

designs, staffing models and forecasts from concept to completion

within 90 days

Developed solid client relationships leading to new service delivery

program management opportunities, growth of existing passport processing

contracts and related subcontracts

Provided leadership for over 150 customer care associates and supportive

supervisory staff while providing Deputy Operations Management for the

largest passport processing center in the U.S.

Managed the correspondence of over 7,000 application issues per month with

the general public, congressional offices, Overseas Citizens Services and

over 4,000 acceptance agencies

Designed and presented large audience training programs for senior

management team on supervision/management skills, ergonomic/safety

programs, personnel law

Secret level security clearance [1992 - 1998] U.S. Department of State,

Diplomatic Security

1983 - 1992 Retail Management, Tele-Sales, Marketing and Customer Care

State Wide Funding Corporation, Mortgage Sales Consultant,

Construction Loans

The Limited Corporation, Co-Sales Manager of a $3.5 Million Retail Store

Operation

Drake International, Regional Manager for an international

personnel/staffing agency

Information Gatekeepers, Inc., Account Executive, Telesales for an ISDN,

LAN trade show producer

1983 - 1987 Contractor / U.S. Agency for International Development,

USAID/Kenya

General Services Office/Project Manager Asset Tracking System

Implementation) Project Manager

Implemented first bar code asset tracking system for over $3M in U.S.

assets (furniture, automobiles, house wares, office supplies)

Trained local (Kenyan) inventory team on how to use barcode readers/take

inventory

Developed nomenclature, product cataloging, training materials and final

report to Washington which was used to implement the same technology at

other missions

Completed project in 3 months

Housing Urban Development Office, Housing Survey Coordinator

Office of Personnel Management, Human Resource Assistant

1982 - 1984 Customer Service Representative & General Store Office Manager;

Dawson's

Formal Education & Industry Training

1985 - 1988 University of Connecticut, Storrs, CT

BA, Communication Sciences

Organizational Development, Consumer Behavior, Marketing

1983 - 1985 Centenary College, Hackettstown, NJ

Fashion Merchandising, Business Administration

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