Manager Sales

Desired Industry: Customer Service/Technical Support SpiderID: 65908

Desired Job Location: North Kensington, Maryland Date Posted: 12/14/2012

Type of Position: Full-Time Permanent Availability Date: Two Week Notice

Desired Wage: Open to negotiation

U.S. Work Authorization: Yes

Job Level: Management (Manager, Director) Willing to Travel: Yes, Less Than 25%

Highest Degree Attained: Willing to Relocate: No

Objective:

QUALIFICATIONS SUMMARY

A proven leader in customer support and

call center management leverages

expertise in workforce resource

management, policy development, and

strategy planning to deliver on service

level agreements and define high-

performance benchmarks for individuals

and teams. Offers success in

interfacing with clients and senior

decision makers as well as identifying

areas for improvement in regards to

service, technology, and problem

resolution.

Decreased metrics such as

average speed of answer, abandon rates,

and 12-monthly rolling attrition 80%+;

improved average handle times and

average abandon times 20%+ in the

technical support department.

Led efforts to decrease helpdesk

hours of operation and implement a

revenue-generating after-hours support

team; produced a 35% annual savings in

operational costs.

Successfully managed a quality

errors reduction initiative using Six

Sigma principals that resulted in the

development and enhancement of employee

training methods.

Decreased average handle time

15%, increased phone quality 6%, and

improved sales conversion rate 30% to

generate more than $1.1M+ in sales

revenue within six months.

Experience:

CUSTOMER SUPPORT MANAGER

SECURENET PAYMENT SYSTEMS: 2011 -

PRESENT

Manages, leads, and coordinates

activities of 10+ technical support

specialists providing hardware and

software support to payment processing

merchants via phone and e-mail in a 24

by 7 setting. Ongoing duties include:

Forecasts call volume and

workforce requirements; adjusts staffing

arrangements based on historical

volumes, sales strategies, upcoming

system enhancements, and other

unforeseen events.

Identifies areas to improve

efficiency and expedite workflow while

also introducing plans to boost employee

morale.

Oversees phone configurations

and application setups for VoIP phones

while maintaining department call

routing policies to coincide with

employee skill sets; supports the

integrated voice response announcement

Reviews call and case data to

uncover areas for improvement at both

the individual and department level;

analyses service calls to observe

employee demeanor, technical accuracy,

and conformity to company policies.

Prepares and dispenses weekly

and monthly departmental performance

reports to enterprise customers and

executive team members; sets department

metrics, team objectives, performance

incentives, and hiring plans.

Select Achievements:

Established procedures for

capturing and tracking in-bound phones

and case metrics in the customer

operations division, improving

interdepartmental relationships with the

institution of standard operating

procedures.

Created technical support

specialist and network operations center

training documentation and guides,

workforce management strategies, and

disaster recovery plans.

Implemented Salesfore Service

Cloud in the customer operations,

network, and development divisions along

with VoIP phone system integration to

manage client support requests and

infrastructure related incidents.

CUSTOMER CARE MANAGER NCR CORPORATION:

2008 - 2011

Led daily operations of 45-55 employees

spread across multiple locations; staff

included helpdesk analysts and team

leads charged with providing POS

hardware and software support to federal

government clients. Management duties:

Defined performance objectives,

reviewed results, developed and executed

actions plans at the agent and team

levels; created SOPs, knowledge

articles, and job aides and coached

staff to meet overall business goals.

Performed case audits and

monitored customer exchanges to ensure

quality objectives were achieved;

identified opportunities for improvement

and implemented process changes as

needed.

Forged and cultivated business

relationships with internal and external

clients to realize organizational goals.

Evaluated complex problems

including customer escalations to device

timely and effective resolutions.

Handled payroll, time-off

requests, performance appraisals,

scheduling, team events, recruiting, and

separations.

Select Achievements:

Surpassed case age and first

call resolution targets and improved

upon both internal and external customer

knowledgebase to elevate employee

satisfaction and promote self help.

Lowered the number of parts

shipped per window terminal 92% and

increased the resolution rate of window

terminals with one part shipments 107%

by isolating defects and removing

performance roadblocks.

Received the VP, Worldwide

Customer Services Award for exceeding

objectives and lowering costs;

recognized as the USPS service supplier

of the year in 2010 by the Post Master

General.

Continues to Page 2

Yaasmiyn M. Jensen

***************@*******.*** 240-839-

1955 Page 2

CALL CENTER MANAGER GENESYS

CONFERENCING: 2005 - 2008

Managed 40+ employees, including

supervisors and team leads, in providing

customer support via phone and e-mail

for reservations, operations, and post

call services divisions. Daily and

leadership duties included:

Developed and deployed workforce

management strategies to ensure

compliance with all SLAs; mentored

employees in meeting performance goals

while monitoring productivity to drive

achievement of quality and volume goals.

Organized management quality

calibration sessions to ensure

evaluations were aligned with business

objectives.

Interfaced with high profile

clients, providing product expertise,

statistical reports, and general

support; formed high-level solutions

that yielded positive results and solid

business partnerships.

Coordinated client

demonstrations to support sales

operations; generated daily reports and

monthly presentations for members of the

executive management team.

Select Achievements:

Consistently achieved KPI

targets in areas of quality, service,

cost, and customer satisfaction with 76%

of the targeted metrics meeting or

exceeding the established benchmarks on

a consistent basis.

Lowered customer operations

costs per transaction 68% while

increasing transactions per employee

147%.

Implemented Avaya VoIP phone

systems and CMS supervisor upgrades for

the US customer operations division.

Earned recognition from the COO

as the first manager in the organization

to lead multiple departments in reaching

optimal performance levels at 75%+ of

all KPI targets.

CALL CENTER MANAGER HSBC FORMERLY

METRIS COMPANIES: 2003 - 2005

Directed daily operations for customer

service, retention, and e-Service

divisions, comprised of 145 staff

members providing credit card customers

with account support and product

solutions via phone and e-mail. Duties

included:

Built and maintained results-

driven, cohesive teams via training,

focus groups, coaching, and development

sessions; coordinated monthly employee

appreciation activities and high-impact

performance contests.

Analyzed sales and quality data

to construct solutions that included

training events, changes in processing

methods, and redesign of consumer

products and services to meet business

objectives.

Handled personnel related issues

such as hiring, floor training,

incentive challenges and payments,

annual reviews, monthly development

plants, promotions, transfers, and

disciplinary actions.

Select Achievements:

Achieved a 13.8% reduction in

the annual cost per gross active

addition and introduced a flexible

schedule program that yielded a 78%

decrease in overtime hours.

Received the CEO Excellence

Award for outstanding performance in

2004.

ESCALATIONS MANAGER INPHONIC INC:

2001 - 2003

Oversaw the daily activities of 4

escalation coordinators and customer

relations supervisors assigned to handle

complex and sensitive customer-related

concerns. On-going leadership

responsibilities included:

Formulated and implemented

escalation program strategies to

consistently advance support levels.

Motivated team members to

consistently exceed performance

objectives and enhance client retention

rates; evaluated performance anomalies

and formulated process improvement plans

as needed.

Crafted department guidelines

and procedures, scheduled upper

management meetings, developed associate

schedules, and implemented team

concepts.

SENIOR CUSTOMER RELATIONS SUPERVISOR

Supervised 15-20 customer relations

agents engaged in promoting wireless

accounts on behalf of online wireless

partners; resolved client concerns and

complaints related to merchandise,

service, and billing issues. Duties

included:

Coached, mentored, and developed

associates to ensure quality assurance

benchmarks were consistently met.

Introduced interdepartmental

office procedures, served as company

liaison to various departments and

corporate clients, and addressed

associate and upper level management

escalations.

Produced daily reports for

executive management that outlined

overall production of customer relations

department.

Managed associate schedules and

processed payroll paperwork; recommended

and initiated personnel actions spanning

monthly commission payments, annual

reviews, transfers, discharges, and

disciplinary measures.

Select Achievements:

Provided sales, service training

and led team to generate more than $30K

per month in consumer sales.

Education:

UNIVERSITY OF MARYLAND UNIVERSITY COLLEGE

BUSINESS ADMINISTRATION

Skills:

Technical Skills: MS Office, Salesforce,

Remedy, Avaya CMS Supervisor, Avaya

Workstation, Avaya IP Agent, Cisco

Supervisor, Cisco IP Agent, Broadsoft

Call Center Application, Broadsoft

Supervisor, Kaseya, Quality Monitoring

Environment, Verint, Desktop A+

Candidate Contact Information:

© 2012 Job Spider

Contact this candidate