Customer Service Management

résumérésumé

You can access a .pdf version .Overview

Meghan Kutz is an information architect and user experience professional currently completing her MLIS

degree. She has experience in project management, business analysis, writing and customer service. Her

current all involve creating exquisite user experiences for her clients' audiences.

Work ExperienceUniversity Library, University of Illinois at Urbana-ChampaignGraduate Assistant, Reference Services2010 - presentResearch, discovery and user needs: develop an understanding of users needs and contexts; match the right resources to complex questions; fact check; locate the impossible to findUser-centered web interfaces: conduct and integrate user assessment surveys, usability tests, and content and heuristics analyses into architecture and designKnowledge curation: create and maintain online subject research guides catered to developed personas; assess library research and reference holdings for relevance, currency and usabilityMaster's Candidate, Monmouth University, 2007-2009Verizon Communictions, Verizon New Jersey, Inc.Specialist, Manager (promoted), Regional Operations2006 - 2008Project management: developed and delivered plans, goals and requirements for regional and national time-critical projects; coordinated ideas and actions across departments, management levels, and geographic borders; provided data-driven evaluation and assessment to executive managementAnalysis, reporting and data as storytelling: conducted and presented corporate operations research and analysis; translated large sets of data into state-of-the-business appraisals and goal-driven action plans; iteratively analyzed and reformed action plansBudget delivery: crafted, refined and delivered on annual multi-million-dollar budget objectives; implemented operations and cost-saving initiatives; liaised between field operations teams and corporate staff and executives 2006 Excellence Award winnerSupervisor, Dispatch Resources2004 - 2006User research and task-based solutions: developed an understanding of call center supervisors task flow, created macro-rich Excel packages to automate reporting and increase efficiency; built local website to organize and access reportingUser-centered database design: designed and built dispatch customer service database for thousands of service records; directly involved center associates in the design phase via interviewing, testing and user observation; regularly tested and adjusted architecture and functionality based on user input Supervision and customer service: supervised associate team engaged in customer service and operations management; directly interacted with customers for service issue resolutionEducationUniversity of Illinois at Urbana-Champaign

MS Library & Information Science, 2011 expectedMonmouth University

MA English Literature with distinction, 2009The College of New Jersey

BS Business Administration - Information Systems Management, 2004ActivitiesChampaign-Urbana UX Book Club co-founder and memberUX and web design volunteer for Visual Resources Center, University of IllinoisUX and front-end developer volunteer, Urbana Bike Project2009, 2010 participant; ongoing recruitment and funding assistant, World Campus International, Inc. (U.S. and Japan)2006 Verizon Excellence Award WinnerMember, Delta Sigma Pi International Co-Ed Business FraternitySelf-learner, Japanese (speaking and reading)

My portfolio

I complete my MLIS in December, 2011. Drop me a line if you think I'd be a good fit

for your organization. Any contact method would be swell.

Email: ******@*****.********: +1 732 580 7325Twitter: @meghanbView my résumé© mbk 2011hand-coded in html5 and css3. some features might not work in all browsers. sumimasen!fonts:,, and, provided by . cheers to you!

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