Customer Service Manager

DANIELLE BALLOU, PMP

*** ******** **** ********, **** 43214

Home: 614-***-**** Cellular: 614-***-**** E-Mail: ********.*.******@*****.***

PROGRAM MANAGER PRODUCT MANAGER ACCOUNT MANAGER

Demonstrated Career History Leading Strategic Initiatives…Offers Passion for Product and a Unique, Global

Perspective… Understands the Power of Technology in Relation to Brand Identity and Product… Delivers Solutions to

Complex Problems and Facilitates Outcomes to Results Beyond Expectations … Excels in Roles Demanding

Communication, Market-Savvy, and Process-Orientation.

AREAS OF STRENGTH & EXPERTISE

eCommerce Initiatives CRM & Tools Strategy Email/Online Marketing

Product Positioning Writing & Editing Consultative Solutions

Global Operations Product/Service Strategies Process Improvement

Relationship Building Vendor/Partner Relations Program Development

Product Launch Contract Review/Recommendation Market Analysis/ Research

Customer Service Strategic Planning & Initiatives Business Support

Project Management Policy/Procedure Development Financial Management

REPRESENTATIVE ACHIEVEMENTS

ESUPPORT PROGRAM FOR AOL LOW COST BRANDS: Reduced overall operating costs approximately $2 million

with implementation of new member service strategy focused on call deflection to self-service channels and

increase of usage for both technical support and account management. PROGRAM M ANAGER, MEMBER

SERVICES… AOL, LLC

TOTAL ACCESS IP/VPN PRODUCT LAUNCH: Guided marketing program and led cross-functional team of

approximately 80 resources through launch of Total Access IP VPN product throughout 40 countries in Europe,

Asia, and Latin America. Amidst merger environment, successfully developed relationships and led global

team through product launch. Product generated over $89 million in annual revenue for WorldCom. PROGRAM

M ANAGER, GLOBAL PRODUCT M ANAGEMENT … WORLDCOM/UUNET/COMPUSERVE NETWORK SERVICES

NETSCAPE LIVE CHAT PRODUCT LAUNCH: Created business case for product and directed 30 cross-functional

resources ensuring successful launch of Netscape Live Chat Support (first Live Chat customer service for

AOL’s Low Cost Access business); solidified relationships with director-level eSupport leadership for AOL

brand and enabled successful launch of Netscape Chat in July 2005 for less than $50,000; anticipated

operational cost savings of $250,000 in first year. PROGRAM M ANAGER, MEMBER SERVICES … AOL, LLC

NETSCAPE UP-SELL/CROSS-SELL PROGRAM: Developed business plans, initiated pilot tests, and executed first

up-sell/cross-sell program for the Netscape brand across all customer service channels (including online) and

multiple sites. Program resulted in 12% increase in sales. PROGRAM M ANAGER, MEMBER SERVICES … AOL, LLC

SIEBEL PRODUCT LAUNCH: Enabled mid-Atlantic region launch of tool for global sales management (tracking

pipeline and revenue), establishing processes and providing training clearly demonstrating CRM tool benefits in

relation to overall strategy. Solution ultimately improved sales reporting accuracy approximately 16%.

PROGRAM M ANAGER, GLOBAL CHANNEL SALES … WORLDCOM/UUNET/COMPUSERVE NETWORK SERVICES

GLOBAL BUSINESS DEVELOPMENT: Played fundamental role in development of business customer accounts

generating up to $3 million in annual revenue; also included larger accounts expanded to $8 million - $13

million in revenue (Eaton, Marriott, and Goodyear). PROGRAM M ANAGER, GLOBAL CHANNEL SALES …

WORLDCOM/UUNET/COMPUSERVE NETWORK SERVICES

DANIELLE BALLOU, PMP Résumé Page 2

PROFESSIONAL EXPERIENCE

Independent Consulting … Columbus, Ohio July 2008 to Present

Trained operations teams on a new enterprise software product and provided program management consulting

services for a client in July and August, 2008. Co-facilitator of a PMP exam preparatory class at Franklin University

on the topic of “Project Scope Management” for the PMI Instructor Corp in February, 2009. Reviewed existing web

site design and provided marketing consultative services to Ballou Consultants, Inc. in February, 2009.

Cardinal Health (Contracted by MK2 Technologies LLC) … Dublin, Ohio February 2007 to November 2007

Provider of products and services for the health care industry; Fortune 100 company with presence worldwide;

generates more than $80 billion with operations supported by 40,000 employees.

Project/Program Manager, Enterprise PMO

Administered all facets of enterprise-level PMO projects/programs and oversaw cross-functional resources

for full lifecycle of initiative. Collaborated with senior-level executive sponsors for steering committees, project

financial management, vendor selection and management, and new product launch.

WHARF Refresh Project: Spearheaded replacement of outdated scanners used in distribution centers to

locate product; deployed 5-site pilot project funded by $350,000 budget and developed business plans for

$1.8 million fiscal year 2008 program for all remaining US sites.

PC REFRESH PROJECT: Facilitated $2.2 million in laptop replacements for management and supporting staff

across US operations; developed vendor relationships; and managed capital authorization requests by

location. Collaborated with regional directors and led team of operations managers and subject-matter

experts of approximately 40 resources nationwide.

Cardinal.com e10K Project: Enabled progression of $1.8 million platform migration of existing architecture

supporting order entry system (of website generating $1 billion in orders annually). Improved relationships

within the organization; developed new steering committee to increase project visibility; and changed project

team structure to increase effectiveness.

AOL, LLC … Columbus, Ohio September 2004 to December 2006

American global Internet services, e-Commerce, and multi-media company operated by Time Warner.

Program Manager, Member Services

Developed scope of programs, product/tools strategy, operations management, and process

improvement related to Email, Live Chat, and Online Help customer service channels. Program team

comprised more than 100 resources globally.

Created program strategy, product roadmap, and related service initiatives as well as led supporting

project managers; led process creation and improvement relative to CRM tools and cross-channel member

support; managed portfolio of member services programs across multiple service channels.

AOL PUERTO RICO TRANSITION PROJECT: Successfully transitioned cross-functional support for the AOL Puerto

Rico brand to US operations; secured vital resources across the organization (by leveraging relationships)

and restored support consistent with leadership expectations.

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BPO Outsourcing Project: Enabled 1 complete BPO (Business Process Outsourcing) initiative for AOL

brand to secure dedicated resources at affordable cost; executed cost/benefit analysis and determined plans

for brand and cost to business.

KEY BANK (Contracted by Comsys, Inc.) … Cleveland, Ohio February 2004 to September 2004

Nineteenth largest bank in the United States by total assets; 18,600 employees and 2.2 million retail, small

business, corporate and investment clients.

Program Manager, Enterprise PMO

Managed enterprise-level PMO program for executive-level sponsor to offshore internal software

development teams to India; scope of responsibilities included $2 million program budget, vendor relationship

management of Cognizant Technologies, contract management, and project team supervision.

DANIELLE BALLOU, PMP Résumé Page 3

BALLOU CONSULTANTS, INC. … Columbus, Ohio January 2002 to January 2004

Provider of business consulting services.

Project Consultant

WORLDCOM/UUNET/COMPUSERVE NETWORK SERVICES … Columbus, Ohio 1996 to 2001

Major global telecommunications company (born out of WorldCom acquisition of CompuServe, UUNET, and MCI);

Fortune 500 organization with presence worldwide and approximately 80,000 employees.

Program Manager, Global Channel Sales (September 2000 – November 2001)

Provided comprehensive support to Director, Mid-Atlantic Global Investment Accounts, and entire sales

team/region bringing in $80 million revenue annually; reported to Director, Mid-Atlantic Channel Programs.

Responsible for several duties including process improvement, sales strategy, product training and

launch, back-end account research positioning new product to business customers, product trial programs, RFP

process, and overall directives increasing revenue and capturing additional business.

Program Manager, Global Product Management (April 2000 – September 2000)

Managed marketing program and led cross-functional team of approximately 80 global resources through

operations launch of Total Access IP VPN product throughout Europe, Asia, and Latin America.

Senior Project Manager, Global Customer Service (January 1999 – April 2000)

Promoted to increase customer satisfaction and improve international partner relationships.

Responsibilities included process improvement, vendor/partner management, and international service strategy.

Program decreased complaints of largest global customers (averaging $60 million per year in annual

revenue), more than 22%; worked with international business development team and director on

development of service level agreements (SLA) and support of business processes decreasing both

international vendor and inter-departmental issues approximately 30%.

Initially served as Project/Process Manager, Global Customer Service (September 1997 to January 1999);

Implementation Project Manager, Global Network Operations (May 1996 to September 1997).

EARLY CAREER HISTORY

LANE BRYANT, Division of Limited Brands

Assistant Buyer (September 1994 to May 1996)

STRUCTURE, Division of Limited Brands

Product Merchandising Intern (February 1994 to September 1994)

Product Development Intern (September 1993 to February 1994)

EDUCATION & CERTIFICATIONS

MIAMI UNIVERSITY… Oxford, Ohio

OHIO UNIVERSITY … Athens, Ohio

Bachelor of Arts in History; Minor in Journalism and Communications

GPA: 3.8 Summa Cum Laude Graduated with Honors; 1993

THE OHIO STATE UNIVERSITY… Columbus, Ohio

Some Graduate Level Coursework in Business; 2000-2001

Completed PMP certification in project management, Project Management Institute (PMI) - September, 2002

Advanced Masters Certification in Project Management, ESI/George Washington University – In Progress

Selected for PMI Instructor Corp in July, 2008

PMBOK (PMP Certified) SDLC Six Sigma ITIL Service Management Process Customer Relationship

Management (CRM) Capability Maturity Model (CMM) Supply Chain Management

149 Westwood Road Columbus, Ohio 43214 614-***-**** 614-***-**** ********.*.******@*****.***

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