Customer Service Management
Resume:
* *** ******** ******, *** Antonio Texas *****
*******@*****.***
Catherine K. Meanza
Core Competencies
Performance management
•
Project and process management
•
Facilitation and mediation
•
Training and development
•
Customer needs assessment
•
Education
M.S. Healthcare Human Resources, minor Healthcare Administration, Texas State University, San
•
Marcos.
Professional coursework and seminars in leadership development, coaching, performance
•
management, behavioral interviewing, principled negotiation, facilitation, project management.
Mediation Credential, Texas State University, San Marcos.
•
Professional Experience
2009 2010 Wells Fargo/Randstad Staffing San Antonio, TX
Benefits Representative (contract position)
Educate Wells Fargo employees about full scope of company sponsored health and welfare
•
benefits.
Troubleshoot and resolve payroll and compensation issues.
•
Act as liaison for Wells Fargo employee claims and appeals with contracted providers.
•
Process short term disability and FMLA requests.
•
Utilize HRIS systems to resolve out of sync issues and correct team member information.
•
2008 2009 Better Business Bureau Austin/San Antonio, TX
Volunteer Mediator
Facilitated sessions to resolve formal complaints between consumers and locally headquartered
•
businesses.
Educated consumer about alternate processes and pathways for issues not resolved through
•
mediation.
2008 American Cancer Society Austin, TX
I ntern Talent Development
Collaborated in launch of pilot leadership development project for line management at the National
•
Cancer Information Center (NCIC), to increase employee business acumen.
Created and refined templates, tools and processes to participate in launch of facilitation, training
•
and project management coaching cadres.
2003 2006 Cingular Wireless/AT&T Mobility San Francisco, CA/Austin, TX
Regional Team Leader
Responsible for project management, customer resource development and contract compliance of
•
multi million dollar Enterprise portfolio.
Led team of Mobility Service managers in multi state region, delivering best in class national
•
service solutions and supporting strategic initiatives for wireless and data customers.
Page two Catherine Meanza
Developed and executed growth and retention solutions, increasing regional revenue and
•
consistently attaining over 100% of target metrics.
Team earned superior ratings (top 2%) via independent third party surveys, measuring customer
•
satisfaction, comprehensive account support and resolution of concerns.
Coordinated subject matter experts, key vendors and resources to support large scale mobility
•
deployments.
Liaison between internal departments and executive level customers, to resolve complex billing,
•
service and wireless communication issues.
Planned and facilitated meetings and presentations, led ad hoc training sessions, customer focus
•
groups and business events.
Served as coordinator for recruitment of non exempt and exempt entry level leadership positions,
•
within department.
Administered all forms of employee review and support including quarterly and annual reviews,
•
strategic coaching, mentoring, technical support, soft skills assessments, and corrective action.
1999 2003 Cingular Wireless/AT&T Mobility San Francisco, CA/Austin TX
Area Team Leader
Implemented Corporate Customer Care program for Enterprise customers in Central Texas and
•
Northern/Central California.
Led team of business care managers who provided single point of contact support for Enterprise
•
portfolio.
Executed projects to support cost effective and efficient wireless data and voice solutions; including
•
deployment, technology training, on going optimization, pilot programs and customer service
processes.
Consistently attained over 100% of target metrics for retention, customer satisfaction and revenue.
•
Resolved executive escalations, developing partnerships with customers and vendors.
•
Planned and facilitated team and customer meetings, training sessions and company sponsored
•
events.
1996 1999 Cingular Wireless/AT&T Mobility Austin, TX
C ustomer Care Supervisor
Led team of 12 25 customer care representatives on inbound queue, meeting or exceeding key
•
performance indicators.
Interviewed and hired customer care representatives and first line leadership positions.
•
Led continuing education training courses in collaboration with training director.
•
Facilitated team meetings, coaching sessions, annual reviews and team events.
•
Community Involvement & Accomplishments
Better Business Bureau, volunteer mediator
•
Society for Human Resource Management, student member
•
References
www.linkedin.com/in/mcmeanza
•
Contact this candidate