Manager Customer Service
Resume:
Lisa C. Smith
**** ***** ******** ****** ******, az 85749-9019
PHONE 520-***-**** . E-MAIL: abm6n0@r.postjobfree.com
WORK EXPERIENCE
Tucson, AZ
Sr. Operations Manager
Directed operations for a 75 agent B2B program focusing
on sales generation and customer service. Generated
revenue of approximately $300K per month.
2000-2007 VERIZON Retail Markets
Tucson, AZ
Sr. Consultant - Center Operations
On-site liaison with call center vendor for Verizon.
Responsible for two Tucson call centers, and an
additional center in Opelika, AL, including a total of
approximately 400 vendor employees. These centers
handle inbound billing calls, simple change orders and
disconnect orders for Verizon, as well as a
redirect/misdirect function. I was charged with
meeting all quality and revenue objectives, while
monitoring expense budget and productivity measures.
1997 - 2000 GTE NETWORK SERVICES Marion, OH
Operations Manager, Customer Contact Center
Responsible for all day to day activities of an inbound
call center with over 800 employees including resource
management, intraday traffic direction, quality, and
employee development. Our team sold 2.1M units for the
1999 calendar year, while coming in under our incurred
expense budget by $1.5M.
1995 - 1997 GTE NETWORK SERVICES Marion, OH
Section Manager, Customer Contact Center
Line manager responsible for meeting revenue, quality
and productivity objectives. Managed 17 small team
coaches with teams of approximately 25 members each.
In 1997, with 9 teams, my section brought in
approximately $2.3M in revenue for the year. In 1996,
I was selected as a member of the Customer Contact
Leadership Forum.
1991 - 1995 GTE Telephone Operations Tampa, FL
Staff Manager, Master Plan Office
Liaison between end users and data processing personnel
in the development and implementation of GTE's billing
system. Developed and tracked work projects for
multiple departments and organizations for GTE
nationwide. Selected for the 1994 Customer Billing
Leadership Forum.
1989 - 1991 Contel Telephone Operations Atlanta, GA
Project Administrator
Supervised staff of four; managed development of
project work plans, tracked and reported to upper
management status of Contel's billing and order entry
systems.
1987 - 1989 Contel Customer Support Atlanta, GA
Lead Proposal Coordinator
Supervised staff of four; developed proposals and
coordinated proposal process for the sale of
multimillion dollar telecommunications systems and the
ensuing maintenance of these systems.
1986 - 1987 US Sprint - National Accounts
Atlanta, GA
Market Analyst
Staff of ten. Tracked penetration of Fortune 100
accounts. Guided the effort to merge the two billing
systems when GTE Sprint merged with US Telephone.
1981 - 1986 ISACOMM/US TELECOM Atlanta, GA
Network Analyst
Responsible for distribution and development of traffic
analyses for proposals of virtual private networks.
education
Georgia State University, Atlanta, Georgia. M.B.A.
with concentration in marketing. Graduated with
honors.
Kent State University, Kent, Ohio. B.A. in German,
minors in business administration and secondary
education. Graduated magna cum laude.
Languages
German
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