Customer Service Manager

Susan E. Zaidi

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

TAYLOR, MICHIGAN 48180

HOME: 313-***-**** ( CELL: 248-***-**** ( **********@*******.***

Qualifications Summary

HIGHLY EXPERIENCED ENERGETIC, RESULTED-ORIENTED MANAGER WITH EXTENSIVE

KNOWLEDGE IN DIRECTING OPERATIONS IN HIGHLY DEMANDING INBOUND CALL

CENTERS. VERY SKILLED AT LEADING AND IMPROVING PERFORMANCE OF TEAMS

RANGING IN SIZE FROM 60 TO 800 FULL TIME EMPLOYEES. EXPERTISE IN

DEVELOPING STRONG CUSTOMER / EMPLOYEE RELATIONSHIPS LEADING TO IMPROVED

RETENTION, ATTENDANCE, INCREASED BUSINESS PRODUCTIVITY AND PROFITABILITY.

CREATIVE AND INNOVATIVE LEADER, EXCELLENT COMMUNICATOR. EXPERIENCED IN

BUILDING AND MAINTAINING A MOTIVATED TEAM ENVIRONMENT WHILE EXCEEDING

AGGRESSIVE SERVICE AND REVENUE GOALS. MANAGEMENT EXPERIENCE INCLUDES:

Call Center Management Telecommunications

Budgeting World Class Customer Service

Project Management Profit and Loss

Service Delivery Employee Training and

Development

Experience

RAYTHEON PROFESSIONAL SERVICES, 2006 TO PRESENT

MANAGER- PROJECT MANAGEMENT/PLANNING OPERATIONS

Responsible for leading teams of customer care personnel who provide

advanced technical support for our client's products and services for

consumers, small businesses and our client partnerships. Ensured our

client's customers received world-class service through effective

operations management and will developed and deployed processes that

ensured continuous improvement of quality, productivity and customer

satisfaction.

. Developed close working relationship with executives and managers in

functional areas across multiple business units

. Developed and managed relationships with suppliers or internal

departments to effectively meet the needs of the end customer

. Established and monitored staffing plans, mitigation plans, cost savings

plans, quality plans and performance plans in support of optimal

performance

. Acted as a subject matter expert (SME) in all implementations, processes,

and operational aspects of Call Center Technologies

. Maintained a working knowledge of the Call Center industry and

technology, including IP based telephony and eCare, in order to

appropriately provide market direction

. Provided process improvement methods and conceptual expertise to cross

functional teams

. Developed and implemented cost effective learning options to meet the

specific business needs of the organization and create a high performance

workforce

. Developed Customer Management training materials and job aids

. Ensured the highest levels of customer satisfaction through active

management of processes and practices.

. Actively participated and oversaw the design and development of key

performance indicators. Areas for measurement included: service

quality, employee productivity, employee turnover, servicing costs and

volumes

XO communications, Michigan, 2004-2006

CALL CENTER MANAGER

Responsible for overall Customer Care quality, productivity, service,

service level and work environment on the call center floor. Directly

managed supervisory staff, Responsible for development of Supervisor's

skills and abilities. Recommended, established, supported and enforced

policy process and procedures that lead to excellent customer service.

. Responsible for the overall customer service management and leadership of

the site call center operations, customer education process, and the day-

to-day delivery of world class customer service.

. Monitored team budgets and ensured proper use of assets. Represented the

team, presented team suggestions and recommendations on processes and

procedures in accordance with organization cost, quality, and

productivity goals.

. Identified process breakdown points and work with cross-functional teams

to develop solutions

. Managed, directed and controlled all activities related to resources such

as agents, supervisors and leads to meet metrics, and performance

standards for the Call Center.

. Developed a team by providing learning opportunities that support growth

and career development, mentoring/coaching, rewarding high performance

and skill development

. Oversaw telecommunication systems for higher efficiency, enhanced

reporting and tracking capabilities

. Worked with the IT management to ensure that all operational systems are

continuously evaluated for proper operation, relevance and utilization

Adelphia Business Solutions, Northville, Michigan, 2001-2004

CALL CENTER DIRECTOR/OFF SHORE

Provided day to day management and supervision for the on-going operation

of two 150 seat call centers, which included six supervisors and six leads

Contributes to the high quality of service and member satisfaction through

supervision of trained staff. Analyzes daily, weekly and monthly

statistical reports and makes appropriate recommendations/forecasts

regarding call volume and staffing schedules.

. Oversaw and guided the activities of two Customer Care Departments to

include setting performance standards to meet the service goals of the

company

. Measured the Customer Care Teams in accordance with business metrics and

coached the team in order to achieve high performance and excellent

results

. Responsible for driving and monitoring sales metrics including sales

volume, sales performance, quality assurance related to the Sales

Excellence Process

. Experienced with directing and managing the performance of multiple

supervisory and management level employees

. Accountable for the frontline leadership staff to coach and develop well-

rounded Customer Service Agents who can effectively provide world-class

customer service

. Managed all activities pertaining to leading a team of direct report

staff including hiring, training, performance reviews, performance

planning, coaching, development and performance management

. Recognized the accomplishments of the contact center staff through all

available reward and recognition means, including departmental and

corporate programs

. Developed and executed business strategies that increase service levels,

operational capabilities and efficiencies

. Managed offshore third party relationship with a service vendor, ensuring

service levels and communications are at or above expectations.

Teligent, Southfield, Michigan, 2000-2001

REGIONAL CALL CENTER DIRECTOR

Managed five, 50 seat call centers and supervised staff of ten

Supervisors and ten Leads. Managed the sales engineering, customer

service, order processing, and billing functions for all five call

centers for both inbound and outbound activities.

. Established operating systems, procedures, and controls in the areas of

call center management, technology planning and implementation, capacity

planning, workforce scheduling, customer satisfaction, employee

relations, and performance measures

. Established escalation procedures across the organization, develop a

strong client communication process, establish and manage customer

service metrics

. Achieved budgeted financial results for cost of services balanced with

ensuring appropriate scheduling of resources to satisfy client demand for

service

. Built effective relationships and alliances internally and externally to

accomplish the goals of the organization.

. Worked closely with the NOC as well as the NRC and Service Delivery to

resolve troubles and meet SLAs for MTTR. Served as the primary interface

to customers and for customer escalations.

. Demonstrated commitment to employee empowerment. Created a positive work

environment that encouraged employee participation and valued the

contribution of all employees

. Coordinated the development of a call coaching program used across

multiple sites, ensuring consistency of coaching forms, feedback and

coaching mechanisms

Ameritech, Detroit, Michigan, 1996-2000

Service Delivery Manager (Promotion)

Managed all aspects of service delivery for Network, Telecommunications and

Data Services Accountable for day to day operations and client satisfaction

to include compliance with all SLA's and project deliverables Aligned the

Customer Service Organization to respective business unit strategies and

overall sector objectives, acting as a liaison between sales, marketing,

and operations

. Provided clear and effective leadership to the Service Operations teams

within the region

. Identified and resolved issues affecting service delivery. Managed

clients in accordance with Scope of Services and operational objectives

of automation, standardization and scalability

. Communicated regularly with clients to evaluate service satisfaction and

to interface on day-to-day service delivery questions. Provided status

reporting to client as appropriate. Provided management reporting and

statistics monthly

. Worked closely with Implementation staff during the implementation phase

and transition to on-going operations. Worked with Account Management

and other service delivery management to ensure service objectives are

met

. Participated in decision-making process within the sites, as required,

concerning client support issues and procedures

. Developed and maintained installation methodologies, program planning,

resource allocation and operational relationships for service delivery.

. Managed and deployed outside plant and associated infrastructure

including in-house wiring for data, video and voice delivery systems

Area Manager CPE (Promotion)

Responsible for the day to day operation of the installation function

providing supervision, direction and development to the Field

Supervisors, Leads, Dispatchers and Field Installation Technicians

assuring that all customer service, safety, inventory control and

financial goals are met.

. Provided ongoing team leadership and management. Provided appropriate

direction, coaching and feedback to maximize results.

. Planned, assigned and monitored the workflow of a group of Supervisor

while ensuring that production and service standards are met and

maintained.

. Took sales support organization from less than $1-2M in sales beyond $3-

4M sales

. Maintained daily, weekly and monthly reporting of departmental activities

for two call centers

. A proven track record of innovation, problem-solving and staff and

process improvement leading to higher satisfaction among customers and

staff

Project Manager

Responsible for day-to-day management and execution of multiple projects

through the project lifecycle. Worked collaboratively with functional

business areas to achieve agreed project objectives, milestones and

deliverables and ensure implemented solutions are of quality

. Monitored programs and provided suggestions to improve existing

processes/procedures, and collaborating with Managers/Supervisors to

ensure programs are implemented in a manner which met or exceeded program

standards in quality, efficiency, and budget

. Assisted in the development of program measureables to maintain accurate

documentation of existing programs

. Evaluated departmental procedures with regards to customer service and

productivity issues. Took appropriate action to identify deficiencies and

made recommendations for improvement so that department standards and

objectives were achieved. Ensured that these initiatives were carried out

by all members of the team

. Drove cross-functional accountability to existing and new SLA

measurements.

. Tracked and monitored vendor service, quality, and timeliness, and

research new suppliers as necessary

. Part of a team that was responsible for the successful implementation of

the 311 Call Center for the City of Detroit

Education

KAPLAN COLLEGE

STUDIES TOWARD BACHELOR OF ARTS IN BUSINESS

Henry Ford Community College

COMPLETED 1 YEAR WITH CONCENTRATION TOWARD A 4-YEAR BUSINESS DEGREE

Detroit College of Business

COMPLETED 2 YEARS WITH CONCENTRATION IN MANAGEMENT AND BUSINESS

Other Skills

OTHER COURSEWORK & SKILLS:

WORDPERFECT, LOTUS 1-2-3, MICROSOFT PROJECT, EXCEL, MICROSOFT WINDOWS,

AND OUTLOOK, PEOPLE SOFT, ORACLE FINANCIALS AND SAP

Several LMS systems including SAP-LMS

NPAC, Remedy, Metasolv, OSS, Weblex, Aurora, Comm Works, Metaslov-TBS

and Clarify

Krypton, IOM Net Analyst Tool, Ebonding, Verigate, Vtag and Sonus

Aspect, CCMIS Siebel (CRM), ADAPT and Blue Pumpkin experience

Saville, Singleview Authoria and Oracle

Centrex Certified, VOIP, Broadsoft, Netcool IVR and ACD

Proficient with Northern Telecommunications Products

Familiar with AT&T NEC and Avaya products as well as several voicemail

platforms

Aspect Call Director, Q Master and VCN RTA and CTI

Six Sigma Green Belt and QS 9000 Certified

Contact this candidate