Customer Service Management

Linda A. Cotte

Washington, NJ *****

***********@*****.*** 908-***-****

Results-focused Interactive IT Professional

Customer Service Solutions Change Management Business Analysis

Testing User Interface Design Technical Writing Cross-Industry Expertise

Experienced professional, successfully performed in key Technical, Business, and Leadership roles for medium as well as complex, multi-million dollar projects. Responsibilities spanned the project life cycle: Requirements Definition, Business Analysis, User Experience Solution Design, Testing planning, development, facilitation, management, and execution, Problem Determination and Resolution, Workflow Analysis, Focal Point to Vendors, Technical Writing for Business and Technical Client Deliverables, Change Management, scope estimation, task tracking, and reporting, communication and presentation with business, management, and development teams, skills transfer and learning.

Excellence in Design and Delivery

Ownership & Personal Responsibility

Collaborative Influence & Leadership

Fact-finding and In-depth Analysis

Professional Experience

IBM Corporation – Consulting IT Specialist 2015 to 2016

Service Delivery / Networking, Citizens Bank Engagement

Oversaw delivery of Voice and Data solutions to address requirements for the bank’s Data Centers, Back Offices, and Branch Offices

Orchestrated design and deployment work efforts with Vendor team members; communicated results to Executive, Management, and User Communities

Effectively managed and executed Change Management processes from request through closure, provided ongoing status reporting, meeting minutes, and project plan input

IBM Corporation – Consulting IT Specialist 2005 to 2015

IBM Interactive Voice Response – Design and Analysis, General Motors Engagement

Voice User Interface Designer and Business Analyst for General Motors’ strategic complex and geographically-dispersed Telephony infrastructure, supporting Customer- and Dealer-facing IVR applications, handling over 5 million calls per year

Linda A. Cotte ***********@*****.*** Page Two

Key contributor to helping GM realize the success of critical business goals of higher customer satisfaction, enhanced productivity, and superior call handling through effective design and deployment initiatives

oDesigned user interfaces and call flows to efficiently and effectively handle concerns and requests from the Customer and Dealer caller communities; defined call routing plans to deliver calls to GM’s Contact Centers.

oDeveloped solution options to meet business requirements and invoked thought leadership to ensure challenges were met; applied best/leading practices for design standards.

oValidated, documented, and drove business requirements; interfaced with business, technical, and management personnel to provide recommendations, defined alternate solution approaches, and anticipated and prepared for future concerns.

oEffectively applied skills to further the efforts of the teams and foster cross-team communications, resulting in the successful delivery of GM-approved IVR solutions and enhancements.

oSupported all Change Management initiatives, including delivery of project status documentation, business communications, review and confirmation of Service Request submittals, estimation of work efforts for each phase of a deployment.

oFocal point to Network Services Vendor project team personnel: Hosted regularly scheduled cross team communications meetings, preparing and maintaining change log, tracked progress of assigned tasks against the deployment schedule, communicated requirements, reporting testing results and deviations, performed joint testing, participated in outage calls, performed problem determination, evaluated problems, communicated with users and business contacts for ticket status and resolution, prepared specifications for changes and new requirements, defined technical requirements with Network Services / Vendor staff, and created / documented call routing specifications.

oExecuted Test Lead responsibilities for all aspects of User Acceptance Testing: detailed test case creation, scheduled and facilitated testing with client resources, received and analyzed feedback and test results, verified reported experiences, and gained formal GM approvals to move changes to the Production environment.

oDeveloped Integration, Dress Rehearsal and Readiness Testing criteria, as well as test case creation, coordination, and facilitation; communicated results.

oGuided Test and Development team members with respect to validating defects, problem determination, and test case review.

oSupported Deployment tasks and executed post deployment and regression test cases. Provided ongoing status of team’s progress in readiness reviews. Authored/updated project work products and deliverables, defined audio .wav files, created audio and grammar packages, Change Requests, End User Communications, Deployment and Readiness documentation.

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oAddressed client requests, including call flow, skill, and mapping, functional inquiries, routing definitions, and interface information; fostered cross-team communications and provided information sharing.

Additional Experience

IBM Corporation – Consulting IT Specialist

Successfully performed in lead roles and produced high quality deliverables many cross industry IBM Clients including: United Parcel Service (UPS), Aetna, Johnson & Johnson, Siemens, Circuit City, Aventis (Sanofi), NiSource, Morristown Medical Center

Weichert, Realtors – Sales Associate

Licensed New Jersey Real Estate Agent, working with clients to address their unique requirements

Professional Development & Acknowledgement

IBM Professional Certification Program – IT Specialist, Actualizing IT Solutions

Mentor and Board Participant, Evaluator - IT Specialist Candidate Process

Recipient IBM Awards: Eminence and Excellence, Manager's Choice, Employee Appreciation, Special Project – Learning and Knowledge Giveback; Solution Sellers; Certification Guidelines

Commended for leadership and collaboration skills, work ethic, respect for the client, delivery excellence, fostering relationships, teamwork, inter- and intra-team communications

Education

Bachelor of Science (BS), Electrical and Computer Engineering

Secondary Major in Technical Communications

Clarkson University, Potsdam, New York

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