Call Center Manager

CATHY JOHANNISSON

* ******** ***, *****, ** *****

Home: 603-***-**** Cell: 603-***-****

*****.***********@***.***

CAREER OVERVIEW

Results-Driven business management professional with broad scope of experience encompassing problem

resolution, global leadership, client/vendor relations, and business development. Possess 9 years proven leadership ability to assess technical capabilities, create and implement process improvements, ability to turn-around failing teams and streamline operations for business efficiency.

I am looking for a career which will best utilize the experience that I have gained as a manager and to best utilize my MBA. I want to be able to guide and shape the future of a company or department. I am a proven leader and have the knowledge and expertise needed to direct and lead people. I have a proven record of developing customer relationships.

QUALIFICATIONS

Team Leadership People Development

Customer Management Relationship Development

Customer Escalation Resolution Management of Salary and Bonus

Project Management Problem Resolution

Cost Savings Analysis Global Leadership

ACCOMPLISHMENTS

Successfully manage and integrate a local team more effectively into the global team, shifting team culture.

Effectively work with teams across different cultures, globally.

Reduced labor costs by managing overtime more effectively.

Developed procedures to reduce errors in data keeping.

Reduction in material costs by managing parts used and consumed by engineers.

WORK EXPERIENCE

HEWLETT PACKARD ENTERPRISE

Andover, MA

CSC Networking Manager 07/2015 to Present

Manage a remote CSC team in the Networking Tower

Innovative problem solving, develop solutions where none existed

Manage world-wide customer escalations

Develop and maintain excellence standards within the team and to integrate with the CSC in other locations

HEWLETT-PACKARD

Andover, MA

Services Delivery Manager

04/2008 to 07/2015

Maintained a positive work environment by recommending or implementing personnel actions, such as employee selection, evaluation, rewards, or disciplinary actions.

Manage large physical area, many employees, customers and projects.

Develop customer relationships, manage escalations and provide a clear path for problem resolution. Work with

internal teams globally to provide the best possible experience for our customers.

HEWLETT-PACKARD

Atlanta, GA

Remote Support Services Advocate

01/2001 to 04/2008

Developed relationship with Critical Services Customers. Responsible for problem management, reporting, trend

analysis.

Escalation path for all problem resolution.

HEWLETT-PACKARD

Atlanta, GA

Support Engineer

05/1998 to 01/2001

Responsible for technical problem resolution for HP's call center.

Supported many different platforms and products ranging from database, languages and operating systems.

Responsible for developing action plans for problem resolution. Took ownership of problem from beginning through resolution.

EDUCATION AND TRAINING

MASTER OF BUSINESS ADMINISTRATION February 2016

Daniel Webster College, Nashua, NH

BACHELOR OF ARTS: INFORMATION SYSTEMS 2003

University Of Maryland, College Park, MD

ASSOCIATE OF ARTS: INFORMATION SYSTEMS 1987

Anne Arundel Community College, Arnold, MD

TECHNICAL CERTIFICATE: PROGRAMMING 1984

Yorktown Business Institute, Glen Burnie, MD

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