Project Manager Customer Service
Resume:
Kathleen R. Kurth
Atlanta, Georgia 30101
CAREER ACHIEVEMENTS:
Outstanding Operations Manager with experience in the Government and
Outsourcing Industries, who successfully builds client partnerships,
exceeds customer expectations and fulfills contractual requirements.
Productive Project Manager and Analyst with exceptional Operations,
Implementation and Assessment skills.
Successfully able to budget, audit, research, analyze and present
solutions.
PROFESSIONAL EXPERIENCE:
US Department of Labor- Office of Foreign Labor Certification -IMPAQ
International LLC 2009-
Present
Project Manager
Directing a staff of 40 on the processes, regulations and protocols of the
Department of Labor's Supervised Recruitment Unit. Full and complete
responsibility for contract execution. Primary liaison with the Federal
Staff. Establishing effective work processes, maintaining production goals
and quality standards. Working with OFLC in identifying PERM applications
that should be subject to supervised recruitment.
. 100% Retention of all Analyst staff
. Successfully implemented a brand new unit for the Office of Foreign
Labor Certification (Supervised Recruitment)
SourceCorp
2006-2008
Operations Manager
Managed four multi-million dollar accounts, five direct reports and an
operations staff of 100. Provided data entry for medical health claims for
four major Insurance Companies. Built effective partnerships and expanded
future business opportunities with all four customers.
. Increased profit by 18%
. Successfully transferred accounts from Kentucky to Georgia
. Effectively transitioned business processes from Colorado to
Georgia
BellSouth Telecommunications Inc.
2005-2006
Manager- Measurements Analyst
Researched and analyzed business data to improve customer service and lower
costs. Reviewed new product launch information and reported findings to
assess product profitability and growth. Responsible for reporting monthly,
quarterly and yearly divisional metrics. Tested new data storage system,
detailed defects, documented desired options and necessary improvements.
. Expanded report distribution and revised reporting format to be
more user-friendly and accessible
. Improved customer service ratings 8% with new data storage system
Affiliated Computer Services, Inc.
2003-2004
Operations Analyst- Project Manager
Analyzed business procedures and customer requirements for optimum
efficiency, effective service and quality processing.
Created map work process flows, documented operational procedures,
monitored department performance and trained staff.
. Coordinated and managed all training procedures and events for a
new call center
. Implemented new production processes for three government clients
. Increased production 21% by creating a database to measure and
monitor staff production, client volume and
turnaround time
United Parcel Service Employee Service Center- Spherion, Inc.
1997-2003
Site Operations Manager-Director
Effectively operated a six million-dollar operation for a Fortune 500
corporation. Managed seven direct reports and an operations staff of 100.
Provided data entry, imaging, auditing and IVR processes for 90 Districts
and 18 Regions. Established and maintained an effective partnership with
customer.
. Reduced customer expenses 14%
. Increased revenue while expanding services provided
. Successfully re-engineered four departments
. Performance Forum Member and Award of Excellence Recipient
EDUCATION: Bachelor of Science, Clemson University Marketing
Concentration
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