Customer Service Manager
Resume:
JILL ROSSI
****.*********@*****.***
http://www.linkedin.com/in/jillrossiprojectmanager
Smithtown, NY 11787
A Professional Business Analyst with experience in data, problem analysis
and resolution as well as process development in both operations and sales.
An adaptable, resourceful manager working effectively in the field as well
as behind a computer terminal. Work on multiple tasks and projects
simultaneously at different stages. Analyzed field technician productivity
data, onsite and on computer; isolating specific problems, developing
impactful management information reports; enabling client and regional
executives to identify causes of low productivity and recommending
efficiency improvements. Proficient in working cross-functionally with
Regional Managers, Client, IT staff and Field Technicians.
Professional Experience
Verizon Corporation, Garden City, New York
2000-2009
Business Analyst/Systems Support
2006-2009
Collect, analyze and report on productivity result metrics on work output
efficiency; enabling fact based conclusions and recommendations for
productivity enhancements leading to savings in time, resources and money.
Act as information expert on interdisciplinary projects to develop tools
and systems to improve field technician efficiency and provide excellent
customer service. Create and facilitate training sessions and project
documentation. Scheduled requirements gathering sessions with IT and
Client to obtain and plan expectations. Report on status, assess risk,
resolve and de-escalate issues daily/weekly as required.
. Developed detail productivity reports on FiOS field technician
installation leading to recommendations on productivity, help desk call
volumes and customer service improvements. Collaborated with IT to
automate reports allowing regions to independently improve their
productivity, leading to 83% process compliance or 3% above target.
. Collaborated with IT to create field based, self help hardware and
problem resolution software. Wrote the business case for this "thumb
drive" development, resulting in the required funding. Help desk call
volumes diminished from 16-20K calls per week to 8-11K, ~ 50% reduction;
saving significant time, resources and money; improving customer
satisfaction in 2009 to a score of 90.3%, 5.9% above goal.
Executive Assistant to Director, Systems Support
2003-2006
Responsibilities were timesheets, payroll, absence processing (PeopleSoft),
training/training coordination, customer complaint escalations, employee
recognition, event coordination, correspondence, meeting calendar, and
budgets.
. Developed a new district management communication system for cell phones
and pagers. Previously separate accounts; consolidated all of these into
one account resulting in $18K savings a year, eliminating service
interruptions. This system was adopted by all 7 district offices in NYS.
Supervisor - Customer Repair
2000-
2003
Managed a team of 22 customer service associates (CSA's). Responsible for;
resolving customer problem escalations, employee attendance and schedule
adherence, managing call volumes, work schedules, and training. Tracked
employee productivity and customer service performance.
. Took over unit not meeting service standards. Analyzed CSA data metric
reports, monitored CSA calls, determined need for training or enforcing
compliance rules and reduced team's time between calls from 30 to 11
seconds or 63% and improved customer service scores by 9%.
Education and Professional Development
Software Proficiency
Microsoft - Word, Excel, (Pivot & Macros)Power Point, Outlook & Access.
PeopleSoft, Crystal Reports, SQL, Lotus Notes, Ad Hoc reporting, UAT
testing, MS Project, QuickBooks, Visio
Jill Rossi
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Bachelor of Arts
State University of New York, Stony Brook, New York
Associates Degree-Liberal Arts
Suffolk County Community College, Selden, New York
Business Administration Certification
Katherine Gibbs Business School
Specialty - Computer Administration
Currently pursuing PMP Certification, Dynamic Supplier Alignment and
Sustainability concepts.
PMBOK) Additional Operations & retail management Experience
. ELM Global Logistics, Bohemia, NY-Customer Service Account Manager
. Bailey, Banks & Biddle Jewelry & Gift Store, Huntington, NY-Sales
Manager
. Ann Taylor, Huntington, NY-Store/Merchandising Manager
. Nordstrom, White Plains, NY-Sales Department Manager
. Macy's, Lake Grove, NY-Sales Department Manager
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