Project Manager Customer Service

Catherine HarrisRowell

Email: abp0yy@r.postjobfree.com

Address: **** **** ******

City: Hyattsville

State: MD

Zip: 20781

Country: USA

Phone: 202-***-****

Skill Level: Director

Salary Range: $90,000

Willing to Relocate

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

Catherine Harris-Rowell

6214 43rd Avenue, Hyattsville, MD 20781

Home: 301-***-****, Cell: 202-***-****

abp0yy@r.postjobfree.com

PROFESSIONAL PROFILE

Over 10 years experience in Contact Center operations and Project Management. The most recent position I held was the Director of Call Center Operations for the Housing and Urban Development (HUD), Multifamily Clearinghouse, HUD IT Help Desk and FEMA E-grants Help Desk.

As the Project Manager for the Transportation Security Administrations Contact Center I managed a team of 103 employees who respond to queries from the public regarding transportation safety. Was charged with ensuring quality performance of a 24x7 contact center operation and worked as a liaison between the TSA Contact Center and the TSA Office of the Executive Secretariat.

As the Project Manager, at the U.S Patent and Trademark Office (USPTO), I provided oversight of all operational functions for seven projects including the Mail and Distribution Center, General Information Services Division, and Electronic Business Support..

As the Call Center Manager I directed the the day-to-day operations of the Auto Safety Hotline for the National Transportation Safety Administration (NHTSA).

AREAS OF EXPERTISE

Comprehensive experience in establishing, implementing, and managing multi-channel call center strategies designed to meet customer requirements

Effectively integrate people, process and technology in the delivery of service to customers

Has demonstrated, through past accomplishments, a dedication to meeting the expectations and requirements of internal and external customers

Is viewed by others as a business person who makes good decisions based upon a mixture of analysis, wisdom, experience and judgment

Clearly assigns responsibility for tasks and decisions, sets clear objectives and measures, monitors process and progress, and results; designs opportunities for feedback into work

The ability to think and act strategically while concurrently managing critical operational functions

The skills and knowledge to apply continuous improvement methodologies to improve quality of call center processes and to enable rapid growth

Knowledge of how to align Automated Call Distribution (ACD), Interactive Voice Response (IVR), Computer Telephony Integration (CTI), Voice Broadcasting, Predictive Dialers into business processes

Voice Over Professional provided scripting, IVR development, and recordings for 3 Federal government call centers

PROFESSIONAL EXPERIENCE

Call Center Director, Net.America, Largo, MD 20792

HUD Multifamily Clearinghouse, HUD End User Support and FEMA E-Grants

February 2011 August 2012

Led, directed and guided all daily activities of the call center operations

Ensured all standardized goals were met with high service levels.

Achieved and exceeded service level goals required by projects.

Monitored and scheduled all functions of the call center operations

Hired, and coordinated training of all call center positions.

Introduced cross training programs among all three projects to ensure appropriate coverage during staff shortage or reductions in contract staffing. Identified and implemented additional training as needed.

Ensured compliance of all established operational methods, procedures, service standards and goals

As a partnership with Interactive Intelligence Inc, led an implementation team for introducing a state of the art call center solution to our contact center environment.

Supervised three Project Managers, who each individually managed call center support staff for government call centers/help desks.

Worked closely with the Project Managers in ensuring that budgeting, scheduling, training and operational efforts were being adhered.

Used my knowledge of call center best practices and measurements in order to produce maximum productivity, quality and customer service.

Measured trending statistics, such as dropped calls and call wait times and other data to assist in ensuring accurate, timely and courteous customer service.

Interfaced with senior level internal and external management to communicate project status, issues along with making the necessary recommendations for improvement.

Introduced a business opportunity for a help desk support contract with the Office of Patent and Trademark office. The company ultimately was awarded this opportunity in November 2011.

Project Manager, Systems Integration Inc, Landover, MD, 20792

TSA Contact Center, October 2002 January 2011

Managed the performance of a 24x7 contact center operation. The TCC is a multi-channel contact center, which provides telephone, email, correspondence, security review, and transcription/mailing support. The TCC is the single point of contact for the Transportation Security Administration.

Served as a liaison between the TSA Contact Center and the TSA Office of the Executive Secretariat.

Fostered and maintained excellent working relationships with TSA program offices staff.

Ensured that all contract deliverables were accurately completed and provided to TSA according to the contract requirements.

Suggested areas for improvement in internal processes along with possible solutions for handling increases in email/call volumes. Developed appropriate strategies to continually improve upon contract performance metrics.

Provided leadership and direction to the TCC management team, and facilitated conflict resolution and team building.

Interfaced with the TCC technical team to research technical solutions for enhancing contact center performance.

Worked closely with Quality Assurance/Training and Technical team to incorporate many of the industry standards for best practices, including custom reports and databases to track trends, as well as those specifically designed for monitoring quality assurance and productivity.

Provided new employee orientation to all TCC staff in training.

Provided presentations, tours and demonstrations of TCC technical infrastructure, desktop tools and applications to both TSA staff and external visitors.

Responsible for updating, revising, streamlining, recording and effectively communicating call flow designs as dictated by changes in policy, new processes and/or new information.

Provided managerial oversight to the development, implementation and enhancement of technology and projects.

Worked closely with management team to develop and implement effective materials including training manuals, reports, documentation, and oral presentations for targeted audiences.

Project Manager, Systems Integration Inc., Landover, MD 20792

USPTO Materials and Distribution Project, November 2001 October 2002

Managed all operational functions for the U.S. Patent and Trademark Office (USPTO) Materials and Distribution project, which consists of 2 call centers.

Managed General Information Services, the initial point of contact for external customers, and Electronic Business Support which responds to inquiries regarding e-business applications and the USPTO website.

Managed the Mailing and Distribution Center, which handled mail fulfillment and transcribing tasks. The centers were equipped to handle about 96,000 calls per month, respond to over 400 correspondence requests per month, and distribute 55,000 pieces of literature per month.

Call Center Manager, Systems Integration Inc., Landover, MD 20792,

National Highway Transportation Safety Administration, November 1999 November 2001

Provided overall direction, of the day-to-day operation of the Auto Safety Hotline functions for The National Highway Transportation Safety Administration (NHTSA).

Responsible for updating, revising, streamlining, recording and effectively communicating call flow designs as dictated by changes in policy, and/or new information.

Monitored and maintained documentation of a total of 20 representatives performance to ensure quality control and to ensure the policies and procedures were adhered. Established year-to-year Goals and Objectives to enhance the efficiency and effectiveness of the operation, conducted staff studies to enhance the hotline operation.

Regularly met with the Project Manager and Government COTR to discuss problems, issues surrounding the hotline, and provided possible solutions for resolution.

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EDUCATION

B.S. degree in Marketing from Central State University, Wilberforce, Ohio

TRAINING

ACD Call Center Management, Phone Pro Communication Skills and Telephone Coaching Program

Time Management / Organizational Skills for Professionals, Conflict Resolution for Managers

SOFTWARE

Microsoft Office, Interactive Intelligence, Apropos,Talisma, Avaya, Parature, Blue Pumpkin

AWARDS/RECOGNITIONS

Net.Americas Promoter of the Year Award 2011

Transportation Security Administrations Team Award, Office of Special Counselor, November 2007.

Consumer Product Safety Commission, Chairmans Award for Outstanding Service, July 1997

Vice President, Al Gores 1996 Hammer Award

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