Customer Service Manager
Resume:
Gail L. Whisenhunt
Newnan, GA 30265
770-***-**** *******@*****.***
SUMMARY
Accomplished Business Analyst with recognized success improving processes
achieving significant cost savings while continuing to exceed customer
expectations. Highly effective working in team environments. Solid work
ethic. Driven to taking on new challenges. Problem solver offering
creative solutions to complex challenges. Proficient in Microsoft Office,
Oracle, Remedy, and various telephone systems.
Core competencies include
Scheduling Escalation Training Management
Resolution
PROFESSIONAL EXPERIENCE
NCR CORP, Peachtree City, GA
Business Analyst / Pricing Administrator 1997 - 2004 / 2009 - 2012
Business Analyst
Ran ad hoc queries and retrieved data from phone systems to create metrics
on numbers of orders processed, number of calls taken, answer speed, etc.
Reviewed processes for possible improvements.
. Produced Call Center metrics and analysis for number of calls received,
ASA, abandoned calls, etc. using AT&T Call Management System and Cisco
VoIP Systems, and enabling management to adjust scheduling of agents to
provide optimum customer service, reduce overtime and save money on
payroll.
. Created and implemented new data delivery system of technical information
to Customer Engineers in the field, saving over $60K each year going
forward and improving method and speed by which Customer Engineers
received new data.
. Effectively maintained all PCs used in Call Center Applications by
replacing defective parts, loading required software, and performing PC
setups for new employees, which significantly reduced down time and
increasing productivity.
. Championed Business Contingency Plan used during extreme and unexpected
system outages by providing laptops and offsite working locations to
continue servicing customers without delay or interruptions. This
prevented extended downtime for customers and avoided payment of as much
as $20K or more in penalties and fines to contracted customers due to
extended downtimes.
. Improved service materials availability, increasing return on assets and
reducing end cost by ensuring parts required to repair equipment were
shipped to proper field locations.
. Reduced errors and overpayment to agents by maintaining department Time
Clock, creating weekly time reports that ensured time submitted to
payroll for any agents was correct.
. Saved $60K annually by updating and maintaining Conversant Automated
Phone System used for systematically processing Customer Engineers' parts
returns without agent assistance.
. Reduced cost of supplying information to Customer Engineers $10K per year
through implementation of DVDs and CDs.
. Effectively resolved customer Invoice disputes daily, ensuring payment
for parts shipped to customers.
. Developed and implemented process to record monitored calls utilizing
existing equipment, which saved $50K+ in new equipment costs.
. Updated Conversant database with new part number information, allowing
calls to be processed by automated system rather than agent, saving
company $120K+ annually.
. Received multiple awards, including: Employee of the Month, Perfect
Attendance Awards, Quarterly Super Star Award, and Quality Recognition
Program Award.
Gail L. Whisenhunt Page Two
NCR CORP (Continued)
Pricing Administrator
Worked closely with IT programmers on creation of Price Lists applications
and related functions within computer systems.
. Ensured accuracy and integrity of all Pricing Listing used within Global
operations by running ad hoc queries and verifying Pricing calculations
were used correctly, guaranteeing customers were not over- or under-
charged for parts ordered.
. Provided additional Pricing requirements for new customers by creating
new Price Listings, leading to new customers receiving discounts
differing from previously applied criteria.
. Saved company $120K+ annually by developing, testing and implementing
programming for system to automatically update pricing changes to
application.
. Supported and trained Peachtree City and European plants regarding Price
List questions and concerns and assisted European Plant with actual
updates and changes when projects arose requiring massive changes.
. Received Employee of the Month and Quarterly Achiever Awards.
Service Logistics Manager 2004 - 2009
Managed staff of 14 Call Center Agents in 24/7 Global Operation Contact
Center. Managed escalations and ensured customer expectations for service
and quality in timely manner were exceeded.
. Increased agent productivity and efficiency by constantly evaluating and
streamlining existing processes.
. Improved morale by recognizing and rewarding employees for dedication and
hard work.
. Consistently achieved high efficiency by reviewing future process and
program changes and making time savings suggestions prior to
implementation, thereby reducing programming and testing time.
. Monitored call activity and answer speed and adjusted scheduling of
agents, resulting in optimum service, especially during high call volume
times.
. Effectively reduced payroll costs by reducing overtime.
. Received Quarterly Achiever Award.
EDUCATION
. AA, Business Management, Griffin Technical College, Griffin, GA
PROFESSIONAL DEVELOPMENT
Cisco VoIP Training for Supervisors Global Logistics Training
Speech Training Beginner and Intermediate Access
Classes
Beginner and Intermediate Excel Classes Oracle 10.7, 11i, & R12 Training
Listening, Influencing and Handling Tough AR Remedy Logistics
Situations
Global CE Wireless Logistics Training Communication Skills for the
Workplace
Call Center Communication Skills Manager Certification of Pay Audit
Total Quality Management Leading and Motivating
Focusing on Your Customer Conversant Scrip Builder
TECHNICAL SKILLS
Windows 7 / XP Oracle Application 10.7, 11i, R12
AR Systems Remedy Data Mining
Lucent Intuity Voice Recognition System AT&T Call Management System
MS Office, Outlook, Access, Excel, Power Cisco VoIP Systems
Point, Word
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