Project Manager Customer Service
Resume:
Jillian Caldwell-Romutis
Email: *********@********.***
Address: ***** ********** ** #***
City: Leesburg
State: VA
Zip: 20176
Country: USA
Phone: 703-***-****
Skill Level: Management
Salary Range: 80
Primary Skills/Experience:
See Resume
Educational Background:
See Resume
Job History / Details:
Jillian E. Caldwell (Romutis)
43845 Thornberry Sq #304 Cell: 703-***-****
Leesburg, VA 20176
Email: *********@********.***
Project and Implementation Manager
Summary: Over 15 years experience in online strategic implementation and project management encompassing customer support, international business relations, building and developing programs, and training new employees. Experienced in meeting deadlines and improving consumer satisfaction metrics while operating within budgetary constraints.
Education:
B.S. Secondary Education English Literature a August 1992 to May 1997
a University of New Mexico, Albuquerque, NM
Professional Experience:
October 2010 a Present a Project Manager II
N.E.W Customer Service Companies, Inc.
a At NEW I own Project Management responsibilities for key clients including but not limited to Walmart, Walmart Canada, Walmart.com, Amazon.com, Office Max, and Sam's Club. I drive project & operational efficiencies focused on improving customer experience while balancing cost productivity for all projects, whether small or large. I serve as the PM client facing consultant for all new products and program implementations, ensuring that our implementation efforts are aligned with client interests and needs.
a Sales and attach rate increased 22% quarter over quarter with new programs implemented
September 2009 a January 2010 - Interactive Marketing eCare Manager
DISYS Consultant TIME WARNER CABLE, Inc. (Herndon Virginia)
a Managed all online support and learn content for website visitors, chat, and phone sessions
a Developed online frequently asked questions and scripting utilizing customer feedback and auditing of support content
a FAQ usage increased 13% quarter over quarter
a Created online survey implementation, questions, and technical development
a Online chat utilization realized a 53% increase lowering the cost of contact to company
a Gathered and disseminated feedback on programs that have launched/ closed loop process
December 2006 a July 2009 - Member Services Senior Program/Project Manager
AMERICA ONLINE, Inc. (Dulles Virginia)
a Managed and supported multiple departments and programs across a global network of 15 AOL Contact Centers
a Developed and executed strategic initiatives and projects across multiple networks
a Created scripting, communication, and direct mailings specifically designed to help market both new and existing products
a Tested offers, scripting, and price plans to assess changes need to positively impact revenue and retention
a Ensured products and clients had optimum support for all marketing launches
a Observed on average a 5% lift in contact center performance and Member Satisfaction scores directly tied to projects I managed
a Realized and lead multiple projects with results netting a value within a range of ~$15k-$5M
a Execution of business targets through remote teams and partner call centers
a Provided centers communication and messaging on all critical information to drive success
a Provided Intake /Prioritization of key initiatives
a Provided feedback to appropriate teams for Tools and Technology matters related to call center programs
a Worldwide call center POC for Retention, Billing, Phone Bill/Paper Bill Payment Method, Acquisition and Executive Escalations
Jillian E. Caldwell (Romutis) page 2
May 2005 a December 2006 - Retention and Billing Operations Program Manager
AMERICA ONLINE, Inc. (Dulles Virginia)
a Work with support groups to develop programs, processes, and provided feedback on operational feasibility
a Utilized root cause analysis and report trending to assist call centers in managing and improving performance
a Hold and assist site calibration sessions as the HQ Subject Matter Expert on issues or concerns that arise and need decisions/ clarifications
a Domestic Call Center POC for Retention, Billing, Phone Bill/Paper Bill Payment Method, and Executive Escalations
July 2001 a May 2005 - Member Retention Call Center Sr. Supervisor
AMERICA ONLINE, Inc. (Albuquerque New Mexico)
a Recruited, hired, coached, and motivated a team of 15 to 25 Customer Care Consultants to consistently exceed member registration and retention goals
a Trained and supervised team members in effectively listening, recording, and responding to customer needs and success in developing retention and sales.
a Developed training materials, presentations, and exercises to maintain a knowledgeable team in a fast-paced constantly changing environment
a Implemented procedures, policies, and technologies to increase efficiency
Computer Proficiencies:
MS Word, Excel, PowerPoint, MS Projects, VSIO and all versions of Windows
Achievements:
a Promoted to Program Manager in headquarters May 2005, received Most Valuable Consultant and Coach awards 3 times, General Manager award, Presidential award, and selected for the Saves Super Saver trip twice
a Received top tier of bonus payout and achieved 100% total performance every month as a consultant
a Demonstrated ability to manage, prioritize, assess risks, and delegate multiple responsibilities to meet critical deadlines
a Program & Project Management experience planning and implementing end to end with results netting over $5M in revenue on average
References/Recommendations:
a Personal references available upon request
Contact this candidate