Customer Service Manager

LEISHA MILLS WOOD abmcbv@r.postjobfree.com

**** *. ***** ****** ~ Centennial, Colorado 80015 ~ 303-***-****

OVERVIEW OF QUALIFICATIONS

. Business savvy management professional with 8 years experience supporting

diverse teams in sales management, business operations and call center

environments.

. Innate ability to develop strategies that boost productivity and employee

performance.

. Expertise in call center operations ensuring quality control and issue

resolution administration.

. Visionary strategist focused on driving change and improving employee

relations, as well as, perations to meet corporate objectives and goals.

KEY STRENGTHS

Vendor Operations

Performance Management

Training & Development

Distributor Management

Procedure Development

Career Development

Conflict Resolution

Process Control

Risk Mitigation

EMPLOYMENT HISTORY

Dish Network, Englewood, Colorado 1998 - 2009

Senior Operations Manager (2007 - 2009)

Directed department functions supporting staff management, talent

acquisition, employee relations, training and development. Served as

critical business partner and functional consultant for Customer Management

Operations group with 200+ team members spanning Promotions Management,

Credit Operations, Service Operations, Collections, Performance Management

along with Technical Support.

. Implemented operational policies along with performance management

metrics and employee relations support to division managers and business

partners.

. Provided support to leadership team through procedure changes along with

issue resolution.

. Directed training and development effort for team plus developed training

modules; evaluated performance management and capacity planning.

. Decreased call center sales volume by ensuring promotion accuracy.

. Served as second tier support management maintaining permission based

authority regarding promotion changes and adjustments.

. Reviewed annual promotion product sampling for accuracy in pre-production

environment working in conjunction with Marketing and Information

Technology.

. Reported variances to development reducing errors and mitigating risk.

. Developed reporting and key performance indicators (KPI) for $XX million

in bad debt and recovery billing segment. Worked with third party

collection vendors.

. Led vendor due diligence initiative providing recommendations to

leadership on third party contracts and partnerships.

Account Operations, Travel & Expenses (2003 - 2007)

Launched newly acquired in-house travel agency component and integrated day-

to-day business operations into corporate environment. Transitioned expense

reporting function from Accounting Department to Account Operations

division within Travel area. Monitored processes and worked with all staff

levels to ensure expeditious reimbursement timelines.

. Developed an automated online expense management solution streamlining

operations by reducing process timelines from a 45 day to a 10 day turn

around.

. Provided internal customers a cost benefit analysis for utilizing an "off-

the-shelf" solution.

LEISHA MILLS WOOD PAGE TWO

PROFESSIONAL EXPERIENCE (continued)

Dish Network, continued

. Served as a liaison between senior management, supervisors, and

contractors for travel services.

. Spearheaded due diligence effort for online booking tool solution to

support corporate travel program. Presented RFP to leadership and

provided recommendation for result.

. Trained and mentored staff members companywide on online travel booking

tool utilizing a tiered roll-out approach.

Business Development Manager (1999 - 2003)

. Developed internal performance development group ensuring productivity

improvement across operations. Rolled-out training and performance

management modules.

. Established performance goals and career development across team members.

Defined productivity goals.

. Performed quality checks, developed status reports, and identified areas

to improve processes boosting performance levels to meet objectives.

Achieved targets in account retention, product fulfillment and current

outstandings.

. Developed sales techniques across each customer service representative

driving revenue growth.

. Maintained retailers selling dish products including logistics

management, customer service and training. Worked with vendor operations,

compliance, bank operations and account operations.

Customer Service Call Center Manager (1998 - 1999)

. Provided strategic and operational leadership for customer service

throughout call center operations supporting product offerings and

services.

. Implemented product offerings and promotions for campaign management.

Led call center management, vendor operations and relationship

management teams.

. Served as key business sponsor between partners and leadership team to

deliver programs and enhancements. Supported IVR and dialer changes

along with enhancement projects.

. Reviewed weekly status reports and provided key analysis to leadership

team on customer data reducing call volume.

. Monitored call center agents providing on-going training efforts

increasing productivity.

. Reduced average talk time and speed of answer division wide.

Arch Paging, Denver, Colorado 1994 - 1998

Call Center Manager

Teletech Communications, Denver, Colorado 1992 - 1994

Call Center Supervisor

MCI Telecommunications, Englewood, Colorado

1990 - 1992

Inside, Outside Sales Manager

ACADEMIC BACKGROUND

CENTRAL UNIVERSITY, Arlington, Texas

Bachelor of Science, Business Management,

DELAWARE STATE UNIVERSITY, Dover, Delaware

Associate of Science, Business Administration

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