Project Manager Customer Service
Resume:
Catherine HarrisRowell
Email: *********@********.***
Address: **** **** ******
City: Hyattsville
State: MD
Zip: 20781
Country: USA
Phone: 301-***-****
Skill Level: Management
Salary Range: $100,000
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-***-****
*********@********.***
PROFESSIONAL PROFILE
Over 18 years experience in Call Center operations and management. Eleven of those years have been at the supervisory level. 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 was responsible for the management of Customer Service Representatives who respond to queries from the public regarding transportation safety. Managed the performance of a 24x7 contact center operation and was the liaison between the TSA Contact Center and the TSA Office of the Executive Secretariat.
Managed all operational functions for the U.S. Patent and Trademark Office (USPTO) Materials and Distribution project consisting of two (2) Call Centers.
Provided overall direction, coordination, and management of the day-to-day operation of the Auto Safety Hotline for the National Transportation Safety Administration (NHTSA). Managed a Call Center that responded to requests for general information for the U.S. Patent and Trademark Office. The Call Center responded to callers requiring assistance regarding the patent and trademark process. Was the Operational Supervisor for the U.S. Consumer Product Safety Commission nationwide telephone consumer hotline. The hotline responded to requests for recall and safety information and consumer complaints.
AREAS OF EXPERTISE
Customer Service Management Customer Satisfaction Enhancement
Complaint Handling Resolution Team Building Training
Customer Operations Management Ensure accuracy of contract deliverables
Develop Operational Procedures Plan and organize workload
Review work performance of CSRs Develop performance standards
Suggest areas for improvement in
internal processes Provide solutions for increase in email/call volumes
Escalate issues to customer that impact operations Develop strategies to improve performance
General Operations Management Productivity and Work Performance Evaluation and Review Policy and Procedure Development and Implementation Telecom/Telephony including automated Interactive Voice Response (IVR), Automatic Call Distribution (ACD), Private Branch Exchange (PBX) and Call Management Systems (CMS) solutions Quality Assurance Development and Implementation Contact Center Data Trending and Analysis Workforce Management including Scheduling and Forecasting Facilitate conflict resolution team building Voice over professsional, speaking voice has been used to record all announcements for three (3) government call center telephone systems Provide leadership and direction to management team
Interface with tech staff for enhancing performance
Professsional EXPERIENCE
Call Center Director, Net.America, Largo, MD20792
HUD Multifamily Clearinghouse, HUD End User Support and FEMA E-Grants
February 2011 August 2012
Responsible for leadership and direction of all aspects of employee staffing, training, motivation and retention. Working knowledge of all aspects of contractual commitments to the companys government customers and clients
Introduced cross training programs among all three projects to ensure appropriate coverage during staff shortage or reductions in contract staffing.
As a partnership with Interactive Intelligence Inc, led an implementation team for introducing a state of the art call center solution to our call center environment.
Directly supervised three Project Managers, who each individually manage 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 software and measurements in order to produce maximum productivity, quality and customer service.
Measured trending statistics, such as dropped calls and call wait times and strategies for ensuring accurate, timely and courteous customer service.
Interfaced with senior level internal and external management to communicate project status, issues and suggestions 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.
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.
Reported and escalated issues to assigned TSA program offices, when the issue impacted the TCC operations.
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. Orientation included a detailed presentation of the TCCs role as it relates to the TSA mission.
Provided power point 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
Responsible for managing 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).
Completed weekly and monthly reports of all activities, i.e. call drop rates, accountability of all subordinates productivity etc.
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.
Handled customer complaints not readily resolved by the Service Representatives or Team Leads.
Regularly met with the Project Manager and Government COTR to discuss problems, issues surrounding the hotline, and provided possible solutions for resolution.
Worked closely with NHTSA Public Affairs staff in coordinating efforts to increase customer awareness regarding vehicle safety.
Call Center Supervisor, SystemsIntegration Inc., Landover, MD, 20792
USPTO Call Center for General Information Services, July 1997 November 1999
Was responsible for managing and operating a telephone Call Center that responds to requests for General Information from the U.S. Patent and Trademark Office (USPTO). Supervised a group of Customer Service Representatives (CSR) that responded to callers needing assistance regarding the patent and trademark process. Was responsible for the activities described below: Developed operational procedures and methodologies for Call Center staff. Producing selected outputs from the ACD equipment that reflects changes and deficiencies in speed or service quality. The data was used as a basis for adding or removing call center hardware. Planning and organizing the workload Work performance of the CSRs. Developing performance standards used in CSR evaluation. Provided ongoing progress status to update staff and USPTO.
Consumer Hotline Supervisor, I-NET INC. Rockledge Drive, Rockville, MD
U.S Consumer Product Safety Commission, February 1991 July 1997
Provided operational oversight for a nationwide telephone consumer hotline that responds to requests for recall and safety information; consumer complaints about unsafe products; and directs consumers to other agencies and organizations when the information requested is not under the jurisdiction of the U.S Consumer Product Safety Commission. Developed operating methods for hotline staff by performing call flow analysis concerning the types and volumes of messages and calls, hold and handling time patterns and fluctuations in call volume. Prepared reports reflecting changes, deficiencies in speed or quality of service, over or under utilization of information provided through the automated answering equipment. Analysis of this information was used as a basis for adding or deleting equipment use; altering staffing patterns and isolating trouble spots. Planned, organized and reviewed all work assigned to staff; kept an open line of communication with other CPSC staff in regards to new information to be used by the hotline staff. Developed performance standards and evaluations and provided ongoing progress reports to staff. Served as the spokesperson to outside visitors and Commission office staff. Worked closely with CPSC program staff in updating, revising, streamlining, recording and effectively communicating call flow designs as dictated by changes in policy, new processes and/or new information.
EDUCATION
B.S. degree in Marketing from Central State University, Wilberforce, Ohio
TRAINING
ACD Call Center Management
Phone Pro Communication Skills and Telephone EtiquetteCoaching Program
Dealing with Difficult Employees
Time Management and Organizations Skills for Professionals
Conflict Resolution for Managers
CONTACT CENTER SOFTWARE
Apropos
Rockwell
Interactive Intelligence
Talisma
Parature
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
Currently has an active Public Trust Clearance
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