Customer Service Quality Assurance

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Christine Bhatkar References

CUSTOMER SERVICE DIRECTOR/MARKETING MANAGER

Brian Plackis-Cheng

San Francisco

United States

(Superior)

*********@*****.*** CEO

Blue Casa Communications

Linkedin: http://www.linkedin.com/in/christinebhatkar Chrissy manages our

Customer Quality and Change

Management programs at Blue

Summary Casa. Chrissy has been

instrumental in implementing

our Net Promoter Score (NPS)

Versatile and high-energy Services Director with ~ 10 years of experience in Customer Service, as well as our New Blue

Project Management and Online Marketing possessing a record of vigorous leadership and rapid change mgmt system. Chrissy

results within complex professional service organizations. Expert customer service management skills, has excelled at identifying

specializing in quality review and relationship building to deliver client expectations. Program turn- issues impacting customer

around specialist with proven record of delivering global change projects of all types. Excellent quality and driving resolution

communicator and product strategist, skilled in all areas of customer care, call center and support throughout the business.

operations. A progressive and consistent talent in building top-performing teams, and delivering

projects/programs on schedule and under budget.

(Peer)

Jeff Hixon

Ambitious online marketing professional with expertise across a wide media mix search engine

Business Intelligence Director

optimization (SEO), search engine marketing/management (SEM), social media marketing (SMM),

Blue Casa Communications

banner and pay-per-click (PPC) advertising, lead nurturing and management, demand generation,

The word that comes to mind

trade show and web event coordination, web analytics (report & analyze) and CRM administration.

when I think of Christine's work

is thorough. Whether it is

A self motivated and enthusiastic Services professional with expertise implementing automated

preparation for meeting

ordering, queue management, automated messaging, CRM, NPS, change management, client side

presentations, managing

portals and customer service quality assurance programs.

assignments and following up

to completion or performing

Reliable, honest, conscientious and a good team player, strong leadership skills and a profound

rigorous analysis she sees all

commitment to organizational growth. I strive to achieve excellent results, improve customer retention,

tasks through to completion.

revenue and business development. Well regarded by peers and executives for resourceful problem-

Another of Christine's admirable

solving abilities, team playing mind-set, and goal surpassing results.

qualities is her willingness to

take on any important task. I

have never known of a task that

she was unwilling to take on for

the good of the Company.

Core Competency

(Peer)

Josh Disraeli

Customer Service Quality

Network Services Engineer

(Rockstar) Network Hardware Resale

7-9 Years Experience, (Currently in use) "Christine is an amazing

service-oriented Project and

Program Manager. I drew a

Call center, customer service, retention, sales and order entry training through multiple channels

tremendous amount of

Net Promoter Score (NPS) tracking, reporting and execution (Improved NPS by over 80% in less

inspiration from her. She joined

than a year)

the Network Hardware Services

Change management program and process improvement implementation

team and immediately had a

Design and implementation of Quality Assurance (QA) score cards improving overall quality of

tremendous impact. She

service

completely revamped the

Analysis of QA reporting focusing on quality related issues providing feedback to all departments for

Services department and took it

improved retention and acquisition

from concept to inception to

Multi level project management producing excellent results

delivery like she has been

Strong working knowledge and all features of Zen Desk, Good Data, Sugar CRM, Zoho CRM/

doing it all her life. She has an

Projects, AtTask, SurveyGizmo, MailChimp, ViralHeat, CrazyEgg, KissMetrics, GoogleAnalytics

intuitive sense of cutting edge

and Oracle Call Center.

technologies and social medias,

Understands and can perform client side, server side and database operations (HTML, CSS

which separates her from

Composing, Javascript, REST API, SQL, PHP and ASP.NET)

anyone else I've work with and

makes her a superstar."

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Online Marketing (Rockstar)

(Peer)

Tanya Jacob

5-6 Years Experience, (Currently in use)

Sr. Product Dev. Manager

Strategic Planning Blue Casa Communications

Market / Marketing Research Chrissy is an enterprising

Marketing Automation leader who has a keen eye for

Brand Development improving quality and process

Product & Project Management issues at work. Her attention to

SEO detail is perfect and her ability

SEM / PPC, PPC retargeting to grasp has been excellent. I

Web Analytics think her greatest strength is

Social Media Marketing instinctively and proactively

Mobile Marketing inspire those that work for her

Marketing / Sales Collateral and with her to "catch up" to her

Tradeshow Management fast pace. Consequently, her

SaaS excellent performance in

CRM Administration leading a team always leads to

effective, productive, and

quantifiable results for the

company. Its these leadership

Work History qualities that make her stand

out in the group and the very

Auzzy same reasons why you would

want to work for or with her.

San Francisco, CA, United States Sep 2011 - Present

Senior Marketing Manager

Create and execute email marketing campaigns

Drive social media marketing (Facebook, Twitter, blog outreach,etc)

Support SEM, SEO, and affiliate channel efforts

Work with designer, copywriter, and product teams to execute initiatives

Manage and segment marketing databases

Perform detailed analysis to determine campaign efficacy and inform marketing

decisions

Provide regular, detailed reporting on marketing channel efficacy

Benchmark current best practices in online marketing

Contribute to various business operations as necessary

Network Hardware Resale

Santa Barbara, CA, United States Nov 2010 - Jul 2011

Program Manager/Services Marketing

Manage Services projects and communications functions, overseeing risk management and change

management. Schedule and cost management, business analysis, online marketing including Search Engine

Optimization (SEO), Search Engine Marketing/Management (SEM), Social Media Marketing (SMM), Email

Marketing Campaigns, Banner and Pay-Per-Click (PPC) Advertising, Lead Generation, Nurturing and

Management, Conversion Ratio/Rates, Demand Generation, Trade Show and Web Event Coordination, Web

& Social Analytics, and CRM administration.

Selected Accomplishments:

Implemented customer portal generating leads and improving retention

Identifies organization's strengths and weaknesses and suggests areas of improvement

Reviews and edits requirements, specifications, business processes and recommendations related

to proposed solution

Develops functional specifications and system design specifications for client engagements, leads

testing efforts

Ensures issues are identified, tracked, reported on and resolved in a timely manner

Works with services department to identify required changes

Communicates needed changes to development team

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Enforcement of project deadlines and schedules

Takes input from supervisor and appropriately and accurately applies comments/feedback

Communicates and applies project standards

Manages resources in accordance with project schedule

Consistently delivers high-quality services

Understands the components of running a fiscally successful project

Assists in the facilitation of team meetings

Delivers informative, well-organized presentations

Possesses understanding in the areas of application programming, database and system design

Understands Internet, Intranet, Extranet and client/server architectures

Understands how legacy and web-based systems interface with each other

Identifies critical issues with ease

Exhibits confidence and an extensive knowledge of emerging industry practices when solving

business problems

Pushes creative thinking beyond the boundaries of existing industry practices and client mindsets

Led market launch of (SaaS Reporting). Identified opportunities, researched new product

possibilities, collaborated with engineering team and created cutting edge campaigns.

Did thorough research on keywords, competitors, content copywriting, back linking, updating

content, maintaining blogs, and valid markup to get high ranking on SERP s.

Manage website & social platform analytics; report and analyze effectiveness of marketing

campaigns and programs; regularly provided management reports and insights.

Performed ongoing customer/market research and demographic profiling to identify and capitalize

on unmet market needs ahead of the curve.

Leveraged strengths in cost-effective marketing management and vendor negotiations to end each

year with an average of 15% under-budget (without compromising business growth goals).

Positioned company for long-term growth by collaborating with VP to eliminate non-core

activities while developing sustainable and cost effective technology solutions.

Developed full scale SEO/SEM, social media and retention marketing strategy improving revenue

and retentions.

Blue Casa Communications

Santa Barbara, CA, United States Jan 2005 - Nov 2010

Director of Services & Change Management

Managed and motivated ~50 call center representatives, quality assurance team of 6, and the service delivery

team of 10 to achieve set goals with flying colors by setting priorities, delegating tasks with a pragmatic

approach to improve overall quality of customer service and satisfaction. This resulted in improving sales &

customer acquisition, retention, referrals by over 45% and generated revenue of ~$6M.

Selected Accomplishments:

Implemented change management process to streamline process changes and enhancements made

throughout the company

Worked with different departments to document, report and track companywide issues and changes

Communicated quality issues to drive change and product offering

Developed change management forms to improve consistency and clarity around changes

Communicated changes/issues for training and call center purposes

Managed Service Delivery and Customer Service departments

Set goals/expectations for Quality department and drive quality of service

Improved customer service, sales, and collections QA scores by 60% in less than 1 year

Created new QA forms for customized quality assurance

Held calibrations with the call centers to ensure consistency with QA scoring

Provided retention feedback to call centers for improved voluntary churn

Trained customer service, quality, retentions, ordering, QA forms, soft skills, repair technicians, outsourced

vendor and created all training videos/material

Analyzed churn data providing detailed report including suggestions, changes and improvements driving

changes through the change management process

Implemented NPS tracking, reporting and execution improving NPS by 80% in less than 1 year

Utilized NPS results to focus on problem areas and quality issues within the company

Revised customer survey to obtain optimum results and track NPS

Provided feedback from the customers, quality and agents to enhance product management

Provided language evaluation in the call centers

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Provided reporting to executive staff on work queues, order intervals, MTTR and productivity

Worked with the SaaS vendor to implement automated provisioning

Improved work queue assignment through automation

Held meetings with the ILEC account manager to ensure order changes were implemented efficiently

Set goals and expectations for the provisioning department

Identify errors and correct with revised order templates and process improvement within the call center

Managed online communities including working with the BBB, FCC and CPUC/PUC improving overall

quality of service and company reputation

Santa Barbara, CA, United States May 2003 - Jan 2005

Provisioning Manager

Managed a team of 7 people

Processed UNEP orders including long distance provisioning

Created templates for automation

Worked with the ILEC directly to complete orders within intervals

Worked with the ILEC on repair line issues

Technology Skills

Operating Systems: Windows (XP/Vista/7), MAC OS X (Tiger/Leopard/Snow Leopard).

Creative Software: Photoshop, Illustrator, Indesign, Acrobat, Inkscape, MS Project, MS Office, Camtasia, MS

PowerPoint, MS Visio, and Keynote.

Other: Zen Desk, Good Data, Sugar CRM, Zoho CRM/Project, AtTask, SurveyGizmo, SalesForce, ViralHeat

and Oracle CCA.

Web, Marketing & Social Media Monitoring Tools: MS Dynamics, Marketo, Eloqua, Google Analytics,

SkyGlue, KISSmetrics, CrazyEgg, TweetDeck, HootSuite, CoTweet, Radian6, Criteo, Compete, KeywordSpy,

Google (Adwords, Adsense, Admob), Augme, Google Webmaster Tools, ESP (Vertical Response, Campaign

Monitor, Constant Contact, Mail Chimp, iContact, Exact Target, Emma, Benchmark Email...etc)

Education

Capella University

CA Present

B.S., Psychology

Santa Barbara City College

Santa Barbara, CA 2003 - 2005

Communications

This next-generation resume was created using VisualCV

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