Project Manager Customer Service

DEBORAH CARNEGLIA

** ******** ****

Somerset, NJ 08873

732-***-**** (H) ? 609-***-**** (C)

****@*****.***

PROFILE

Operations Manager with 12+ years of extensive Customer Service and

Hardware Management experience in the support of Pharmaceutical Sales

Force, Help Desk and Customer Call Center. Facilitated Effectiveness,

Customer, Educational, and Marketing programs. Acquired highly visible and

progressive positions ranging from Project Manager, Hardware Operations

Manager, and Client Services Manager to Senior Customer Support Manager.

PROFESSIONAL EXPERIENCE

Cegedim Dendrite Interactive Marketing, Totowa, NJ / Bedminster, NJ 2006 -

2010

Senior Customer Support Manager

Responsible for the offsite and onsite management of over 100 Call Center

personnel.

. Monitored progress on 26+ simultaneous department outbound/inbound

programs to ensure . success.

. Acted as liaison to program managers to develop and implement new

programs and exceed client expectations.

. Created work instructions on all department programs.

. Created SOPs for HIIPA and Adverse Events.

. Established pricing and responsible for cost analysis.

. Responded to client requests for information.

. Developed call guides and call scripts.

. Evaluated and streamlined Medical Information Group procedures.

. Instituted measurable productivity goals for Medical Information Group

employees.

. Established client/internal service level agreements.

. Implemented standard reporting procedures for department metrics.

. Hired and trained physicians, registered nurses and telemarketers.

Eduneering, Inc., Princeton, NJ 2005

Client Services Manager

Responsible for the management of five Program Managers.

. Managed a Help Desk for 50+ clients.

. Developed customer service representative skills and measurable internal

SLAs.

. Organized client training programs.

. Prepared work orders and ensured they were completed.

Dendrite International, Inc., Bethlehem, PA / Morristown, NJ 1998 - 2004

Hardware Operations Manager (2002 - 2004)

Responsible for the direction, management and coordination of a staff of

100+ and activities of Outside Repairs, IT, as well as other internal

departments.

. Monitored hardware trends and made recommendations to improve

effectiveness of the department. Implemented these recommendations into

procedures.

. Tracked and monitored overall Hardware SLA for 19 clients.

. Developed motivational and incentive programs within the departments.

. Coached, mentored and guided supervisors regarding personnel procedures.

. Resolved personnel problems and complaints.

Project Manager (2002)

Responsible for managing the Continuous Improvement Project Plan for the

Support Center and Hardware Departments.

. Analyzed and reviewed all procedures and processes for the Support Center

and Hardware Departments.

. Developed and implemented a Task List and project plan.

. Attended weekly Operations meetings.

Hardware Services Project Manager (1999 - 2001)

Responsible for the direction, management and coordination of the staff.

. Monitored hardware trends and made recommendations to improve

effectiveness of the department. Implemented these recommendations into

procedures.

. Served as key contact person with clients and ensured their hardware

servicing needs were met.

. Prepared daily, weekly, bi-weekly, and monthly reports for senior level

management.

. Successfully relocated the Hardware Services department to Bethlehem

location.

. Coached, mentored and guided supervisors regarding personnel

procedures.

. Resolved personnel problems and complaints.

Customer Service Supervisor (1998 - 1999)

Supervised seven direct report staff members.

. Developed customer support documentation, protocols and procedures to

meet the needs of the client, enabling staff to provide consistent

service as defined in the Service Level Agreements.

. Maintained thorough knowledge of the SFA system and client specific

reports.

. Analyzed specific concerns and implemented decisions which resulted in

increased productivity, cost savings and profits.

. Reviewed, formalized and implemented the performance review process for

direct reports.

. Performed direct report quarterly performance reviews and recommended

merit increases.

TECHICAL SKILLS

Microsoft Office Suite; All versions of Windows; Clarify; Heat; Crystal

Reports; Witness; SalesLogix; Element K Administrator; Avaya; Meridan Max;

Microsoft Project; Mobile Intelligence; Webforce; and many 'home grown'

programs.

EDUCATION / DEVELOPMENT

The Chubb Institute, North Brunswick, NJ

Diploma, Data Center Support

CNA, Certified Novell Administrator

Certified Help Desk Manager

Contact this candidate