Project Manager Process Improvement
Resume:
CHRISTIAAN ALEC O’CONNOR
Business Analyst/Project Manager
Salt Lake City, UT 84106
Mobile: 801-***-****
abnqmx@r.postjobfree.com
SUMMARY
Accomplished ecommerce project manager and team supervisor with 10 years of experience in technical and
customer support operations, both domestically and on location in Europe.
Overview of accomplishments:
Managed multiple efficiency-gaining software application projects to improve processes in global
operations.
Proven ability to assemble and lead multi-cultural project and operations teams in both the US, Europe
and Asia (Outsourcing).
Actively led or participated in strategizing policies impacting the online community and the business.
Certified ScrumMaster in Agile software development.
PROFESSIONAL EXPERIENCE
eBay Inc., 1999-2008
Business Analyst/ Project Manager eBay Outsourcing
Salt Lake City, Utah, USA October 2007 – October 2008
Project manager with the eBay Outsourcing team, which outsourced 1,500 positions in India and Philippines.
Focus was on process improvement, launch implementation, and contract management.
Managed projects with outsourcing partners, as well as with domestic and international eBay colleagues.
Led an international process improvement project to merge a segment of the UK customer support chat
channel business with the US customer support chat channel business. An unprecedented achievement
with the first-time creation of an eBay global chat queue, which reduced customer wait times and
increased customer satisfaction.
Outsourcing Launch implementation manager
o Managed launch implementation projects for the addition of 900 headcount with multiple vendors,
in multiple locations ensuring vendor received adequate support during launch, processes and
tools were rolled out, and launch timelines were kept on track.
Managed vendor contract negotiations
o Facilitated and documented contract negotiations with new and existing vendors.
Supervisor, Operations, eBay Trust and Safety
Salt Lake City, Utah, USA October 2005 – October 2007
Transferred from Dublin, Ireland operations centre to the U.S. operations center in Salt Lake City. Managed two
different policy enforcement workgroups. Primary responsibility was ensuring that the eBay.com website was
clear of trademark and copyright infringing listings as well as detecting and securing member accounts that have
been taken over by criminals with fraudulent intent
Managed a team of up to 25 account takeover fraud or infringement prevention agents,
conducting regular meetings and reviews in a team and one-on-one setting to go over
performance, quality, HR issues and development.
Team consisted of telecommuter and in-office agents.
Drove results and consistently met service levels managing the team through reactive and
proactive communication channels (e.g., email, online chat and proactive tools).
Supported career development of team members, resulting in the promotion of six direct reports.
Project management aspect of this role involved representing the ATO department as the project lead for
a new globally impacting customer support software application developed by our product development
group called Agent Desktop. The application was designed to integrate all customer support tools and
processes into one universal tool that represented an unprecedented, multi-million dollar investment in a
customer support application.
Responsibilities included working with the product development team, product management team,
workflow team, and party consulting companies to determine the requirements, map workflows, baseline
measurements and metrics, coordinate and conduct user acceptance testing, organizational change
management, and customer support rollout, along with many other responsibilities necessary to insure
the launch was a success.
Successful implementation resulted in 50% account takeover agent productivity improvement.
Supervisor, Operations, eBay Trust and Safety-Community Watch
Dublin, Ireland March 2004 - September 2005
Transferred to the Dublin, Ireland to help manage the eBay UK startup of customer support operations.
Participated in hiring and training of first 400 employee’s at the Dublin operations centre.
Managed team of 25 operations agents, responsible for ensuring that the eBay.co.uk website is
clear of prohibited items (e.g., weapons, hazardous materials).
Drove results from the team to ensure answering of customer reports in less than 24 hours.
o Service level targets were met every quarter while managing this team.
Partnered directly with the UK legal and policy team to determine global policy and enforcement.
Managed implementation of tools and processes to get Dublin customer support operational.
Supported career development of team members, resulting in the promotion of six direct reports.
Business Analyst/Process Improvement Project Manager, eBay Customer Support Program Management
Salt Lake City, Utah, USA 2002 - 2004
Promoted to project manager of customer support process improvement projects.
Managed a project that resulted in development of Spam/Spoof (phishing) workflow process that
automated 50,000 emails per month, which resulted in a cost savings of $2.4 million per year.
Continually partnered with business unit leaders and operations managers to drive productivity and cost
effectiveness through continuous process improvement projects.
Led Trust & Safety project team in Salt Lake City and Vancouver to develop and implement new
fraud/false contact information processing workflow that increased productivity by 14%.
Initiated transition from hard-copy fax process to “green” electronic fax process.
o Analyzed and mapped fax processes in customer support identifying inefficiencies in processes.
o Negotiated reasonable pricing directly with eFax.
o Secured buy-in from local and international business units resulting in implementation throughout
eBay customer support operations in Salt Lake, Vancouver and Berlin, Germany.
SafeHarbor Specialist, eBay Trust and Safety 1999 - 2002
Salt Lake City, Utah, USA
Promoted to be the first “specialist” in the SafeHarbor community investigations department.
Managed the SafeHarbor department training for all new hires continuous education.
Chaired a weekly global policy meeting to develop and develop bidding and buying policies.
Soccerjerseyworld.com
Business Owner and Website Designer
Salt Lake City, Utah, USA 1999-2001
Founded and operated an ecommerce business in sales of professional soccer jerseys and other soccer apparel.
Business model based on e-commerce sales personally-owned website and on eBay.
Product was drop-shipped from a supplier in the United Kingdom, which resulted in very low operating costs.
W ebsite/Domain was sold to a UK business.
Early Work Experience 1994-1999
Convention Services Technologies – Account Manager for convention logistics company in Salt Lake City
Lincoln Life Insurance – New Business Coordinator with group health insurance products in Washington D.C.
EDUCATION 1994
Marshall University, Huntington, West Virginia - Bachelor of Arts in International Affairs; Minor in French
CERTIFICATIONS
ScrumMaster Certified – Certified in Scrum project management using the Agile software development methodology.
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