Customer Service Project Manager

Tawny Perry

562-***-**** - Cell Phones

951-***-****- Home Phone

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

SKILLS SUMMARY: As a Professional with more than 15 years experience as a

Director and Vice President in call center strategic operations and

consulting. I manage groups ranging from 10- 700, I implement and build

call centers for sales, customer service and collections, Implement IVR,

wfm systems, quality assurance software

PROFESSIONAL ACHIEVEMENTS

. Deploy and project managed 700 seat call center

. Develop and manage successful transition for outsourced call centers

in house

. Create and Develop Business operation plans

. Implement call center environments such as Ivr, WFM, quality

monitoring systems, call center reporting platforms, real time page,

ticker and collections platform

. Develop and streamline new processes for several startup companies,

. Develop key customer service strategies (call center metrics, reports

and dashboards)

. Multi site call center experience

. Managed outsource call center and vendor management

. Scorecard Design for large call center

. Manage multiple projects

CAREER PROGRESSION

Ponvia Technology/Toyota, Torrance CA 2008-Present

Director Call Center Projects

. Manage day to day operations of call center projects

. Provide support for applications such as IVR, wfm quality monitoring

systems ticker and real time page

. Implement call center reporting platforms including metric

calculations and dashboard

. Drive operational improvements and quality performance through

productivity measurement and monitoring, staff coaching and training

. Manage developer and engineers

. Manage technical issues for call center

. Provide business leadership, strategic consultation, and guidance on

operational issues, business strategy and proposals work with

Environments ( GVP, Witness, Nice, Blue pumpkin, Genesys, Siebel

Analytics, Stars)

NRLL, Irvine, CA

2005-2008

Director Call Center Ops/Project Manager

. Provide strategic leadership & direction in call center sales

services and support to Customers Develop Customer Support policies

. Performance management against agreed service level agreements daily

. Create and develop all call center metrics and reporting calculations

. Manage outsource vendors,

. Develop key measurements, create and develop standards for all call

centers

. Responsible for growth of call center and operational changes which

includes upgrades to platforms and implementing new software and

hardware

. Forecast personnel requirements make necessary changes in staff based

on marketing promotions

. Oversee project management work and manage the vendors related to the

Call Center Evaluate software options and telecommunications

equipment and provide recommendations on purchasing

. Create the performance scorecard for the call center for performance

evaluation and suggest changes,

Surgery Center 2003 - 2004

Project Manager/Director Call Center (contract job)

. Deploy call center platform for consumer based products and surgery

center.

. Create call center campaign call routing and the management of day-to-

day operations of retention programs and processes.

. Create customer service strategies and policy development related to

the delivery of customer services.

Develop policies and procedures. Made recommendations on metric use

and reporting dashboard deployment system enhancements and development

Recall/ Pomona, CA

2002/2005

Regional Manager Call center Ops

. Develop customer support center planning and program development

. Develop/enhance the methodology, processes and procedures of customer

service direct the development for automated systems and call center

infrastructure

. Identifying best practices and metrics to ensure competitive and best

in class customer support center manage a staff of Customer Support

Supervisors and indirectly manage a staff of customer service

representatives.

. Drives change within the customer service operations, direct and

lead all aspects of center, led team on call center consolidation and

system conversions manage vendors,

. Responsible for business process development and deployment

implementation provides call center strategies and initiatives.

Ensure goals and initiatives are implemented effectively to meet

service levels Monitor and manage center expenses and headcount.

. Develop and implement best practice infrastructure, create and

implement business process improvement structure, Establish KPI

Telepacific Comm. /Los Angeles, CA 1999-2002

Director Call Center & Credit & Collections OPS

. Responsible for Contact Center teams strategic operations,

. Developed and managed operational teams in customer service, credit

and collections organization, built call center infrastructure from

ground up,

. Define metrics to determine customer satisfaction create and manage

processes for credit and collections operations to ensure compliance

with company objectives created credit guidelines and collection

practices, to ensure timely payment and recovery of delinquent

accounts

. Maintain aging results within established corporate objectives and

goals. Assess credit and underwriting risks. Direct workflows to meet

company goals.

. Work closely with sales team in reviewing and structuring credit

lines. Establish credit/collections policies and procedures Identify,

analyze and implement solutions and procedural changes,

. Deliver target profit from customer support services business

operations. Create and deliver target service revenue fee-for-service

billing and service contracts.

. Translate customer service needs into service requirements, and

implement service delivery for all customer service needs following

system implementation.

Nextlink Comm. / Santa Ana, CA

1995/1999

Senior Billing &Customer Operations Manager

. Working in telecommunications startup company, I design, implement

and direct the administration of billing, collections and customer

service programs sales training, client services, training support

and order intake Serve as liaison with sales, marketing and

operations personnel

. Address and resolve customer service issues with field staff by

identifying performance improvement areas and directing corrective

action, created call process and procedures,

. deployed work force management as well as CRM systems, manage

financials, and budgets,

. Ensure compliance with company policies and legal/regulatory

requirements affecting call center

. Created and developed and implements process and/or operational

improvements to enhance efficiency and effectiveness of operations.

ensure productivity

. Develops departmental budget and controls develop sales goals and

incentive programs; create overall goals of the organization.

Implement and monitor internal controls, collection of outstanding

account receivables

EDUCATION

Continued Education University of Phoenix BA

REFERENCES AVAILABLE UPON REQUEST:

Environments:

Nortel, Avaya Dialer, Siebel Analytics reporting, Siebel CRM Nice WFM, Blue

Pumpkin WFM, IEX WFM, I3 Systems ACD, IVR, Scripter, Cisco IVR,

SalesForce.com CRM, Genesys IVR, Avaya PDS Dialer, Predictive dialers, GVP,

Infomart data warehouse

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