Customer Service Manager
Resume:
Email address
*********@*********.***
First Name Middle Last Name Suffix Maiden Name
Moira R. Bailey
N/A
Work Phone & Ext Toll Free Phone Fax Phone Home Phone
Cell Phone Pager Personal Web Site Address
Secondary E-mail
Address City, State
Zip
5626 N. Keystone Chicago IL 60646
Month/Year Hired Month/Year Left Total Years with Company
Dec 1993 Apr 2002 9
Office Division Title
Chicago Administration Manager
Country Other Employment Details
(Previous positions, duties, or fun info)
United States
Global Technology Organization
Company Name Position
Company Web Site
http://
Company Size (employees) Est. Company Revenue Industry
Select One Select One Select One
Do you hold any professional certifications?
(Separate with commas)
PMP - Project Management Professional certification
Other Current Employment Details
(Description of Position)
Seeking Project Mangement position in Chicago
Birthday Marital Status Spouse's Name Anniversary
Jul 10 Married Tom
Children's Names & Ages
c Copyright Andersen Alumni Association 2012. All Rights Reserved.
ResumeMoiraBailey.doc
MOIRA R. BAILEY
PMP, MBA
5626 N. Keystone I% Chicago, IL 60646
773-***-**** I% *********@*********.***
PROJECT MANAGEMENT PROFILE
Certified Project Management Professional (PMP) with over eight years experience
successfully managing projects with direct and indirect reports, meeting due dates with
consistently superior quality deliverables. Possess expertise in call center technology,
event management, software application implementation, business process improvement and
customer relationship management projects.
CORE COMPETENCIES
Project implementation expertise and customer focused with solid relationship management
skills.
Utilize business process re-engineering strategies to improve operational efficiency and
effectiveness.
Experience in breaking down complex projects into specific tasks and manageable
components, effectively managing all aspects of a project.
Adept in managing and motivating teams; managed teams from 3 to 30 in size, including
culturally diverse teams on expatriate assignments in Singapore and France.
PROFESSIONAL EXPERIENCE
Adroit Consulting, Inc., Northbrook, IL 2007-2008Senior Consultant
Managed business process improvement (BPI) and customer service assessment projects for
the firm s clients, and directed client resources in implementing project recommendations.
Key Projects:
Re-engineered cross-functional process resulting in a new design that successfully
incorporated vital elements and strengthened process by adding collaborative status
checkpoints, defined process controls and measurements.
Developed comprehensive CRM business requirements for replacing home-grown software with
robust application to drive awareness of providing solutions for customer needs.
ShopperTrak, Chicago, IL 2006-2007Production Manager Client Management and Support
Accountable for the management of ShopperTrak systems (retail traffic counters) in
production, including day-to-day client management, issue resolution, and client
reporting. Expanded the technical support team from 8 to 20 staff, and improved the
customer experience with faster service delivery and extended support coverage.
Acco Brands, Corp. /GBC Division, Northbrook, IL 2003-2006Customer Care Manager
Provided training, reporting and technology support to 120-seat call center. Responsible
for implementation and support of all call center technology.
Key Projects:
Managed a CRM for field service implementation for 200 end-users in a $20M Service
business unit. Drove the business requirements and process re-engineering; coordinated the
system testing, procedure and end-user training development and execution; and provided go
live support for the new system. Project received the Gartner CRM Innovator Award in 2006,
reduced communication costs, and increased the service business by approximately 10%.
Implemented a Siemens skills-based routing telephone system for multiple locations.
Designed the phone menus, training, reports, procedures, and the call routing
infrastructure. Successfully provided uninterrupted service and communication with
customers.
Led the process mapping, re-engineering, and procedural development for the consolidation
of five helpdesks.
Andersen, Chicago, IL 1993-2002
Manager Customer/Event Management 1999-2002
Established an event management role; responsible for coordinating the technology
infrastructure needs and technical support resources for firm conferences and executive
team meetings.
Key Projects:
Planned and executed a four-day virtual conference in three weeks, the first of its kind
at Andersen. The conference was attended by 1,000 virtual attendees via facilitated Q&A
sessions, and saved the firm $200,000 in travel costs.
Defined system requirements, created process flows, designed input screens, documented
end-user procedures, and created and executed training for a PeopleSoft CRM system
implementation.
Conducted an end-user survey for the requirements gathering phase of the W2K
implementation to 84,000 employees. Survey resulted in the incorporation of end-user
feedback in the initial rollout of the product that increased overall customer
satisfaction and minimized the training efforts.
Manager Software Implementation/Knowledge Management 1996-1999
Implemented software releases of the firm s applications for the Americas, European,
Middle East and African offices, including accounting, financial and communication
products. Facilitated the maintenance of comprehensive training curricula and employee
certification tests for 15 firm-wide product suites; curricula and tests were used as part
of a standard training plan for 70 employees worldwide. Coordinated the maintenance of a
database containing 300+ technical support documents and knowledge reference tools that
enabled employees to perform on-line troubleshooting with customers.
Supervisor Technology Support/World Class Customer Service Initiative 1993-1996
Supervised technical support teams in the firm s three helpdesks in Chicago, Singapore
and France. Participated in a global customer service initiative and developed training,
processes and systems to provide customers with seamless world-class customer service.
Key Projects:
Developed and facilitated training for a new call tracking system; installed and
supported the system for the Singapore office as part of a global help desk
implementation.
Responsible for the creation of 25+ new procedures for the worldwide support
organization, increasing customer satisfaction by providing a consistent support approach.
EDUCATION/PROFESSIONAL DEVELOPMENT
Project Management Professional (PMP), Project Management Institute
MBA in International Business, Kellstadt Graduate School of Business, DePaul University
Computer Career Program, DePaul University
Bachelor of Science, Double Major in Marketing and Fashion Merchandising, Northern
Illinois University
MOIRA R. BAILEY, PMP, MBA PAGE 2
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