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Customer Service Manager

Wellesley, MA, 02481
June 11, 2018

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** ******* **

Wellesley, MA *****



Detail-oriented professional with expertise in customer service, management reporting, project coordination, expense tracking and managing multiple priorities. Strong organizational and planning skills. Excellent relationship management and problem solving abilities. Effectively works independently or with a team to complete projects on schedule.

Core Competencies:

Customer Oriented

Project Management

Problem Solving



Liberty Mutual Group 6/2015 – to date

LMS Senior Analyst – CI Coach

Coach management team on Liberty Management System (LMS) which is Lean based initiative across global enterprise. Work with National Insurance managers and senior managers (HMS, Casualty, Specialty, and Property) to support their efforts in building Liberty Management System capabilities at all levels. Assist the business in achieving higher customer satisfaction, increased employee/manager engagement and drive improved business results in the operation.

Apply LMS methods and tools to promote and sustain continuous improvement, increase operating model consistency to enhance the customer value.

Lead and collaborate on various projects and initiatives for business improvements, bottom line impact, etc.

Lead problem-solving activities to define problems, assess current state root causes, design and test solutions, and implement solutions leading to desired outcomes.

Lead Value Stream Mapping activities for Turner Construction and LM Equipment Breakdown segment.

Create LMS Pulse survey and share result analysis with business – Identify trends and provide recommendations for improvement.

Participate in maturity assessments to ensure that transformation principles and practices are being maintained.

Collaborate and coach leadership in developing action plans, revisions, and reinforcement based upon maturity assessment results. Monitor execution of plans.

Staples, Inc. 4/2013-12/2014

Senior Business Analyst

Responsible for supporting the Top Customer Program within Business Services. The program represents 25% of Copy & Print sales. The position focuses on driving penetration of top copy and print customers across channels. Generate ongoing reporting and analysis to inform business decisions; provide actionable business insights on segmentation and purchase behaviors.

Develop and maintain the analytical framework to support customer segmentation and resource optimization for the 300,000+ member Top Customer Program.

Drive lead generation across the sales model, continuously adapting business processes as liaison to inside and outside sales operations teams.

Liberty Mutual Group 2006- 2012

Area Director of Field Administration – MA (2008- 2012)

Supported the regional VP in field management of 172 sales and 123 service reps. Ensured excellence in customer service through ongoing analysis and recommendations for customer experience strategies. Provided management reports on team sales and service performance based on Microstrategy, SAS, and CMS. Audited/validated report results, and provided input on specific management questions. Worked across internal teams such as product, compliance, and claims, etc. Received several recognition awards for outstanding contributions.

Implemented the integration of Pennsylvania based call center (24 staff) with local service team in Massachusetts leading to improved service availability and substantial cost savings.

Engaged in Lean initiative at regional level, facilitated root cause problem solving to improve processes and reduce customer pain points; managed Root Cause Problem escalations for the state.

Engaged frontline sales and service to understand trends and drivers. Provided ad-hoc analysis and effective recommendations resulting in improved retention, efficient service staffing and availability, etc.

Developed and implemented targeted sales and service programs for frontline to attain/exceed regional objectives using Campaign Management, CMS, and ART, etc.

Coached frontline managers on Customer Satisfaction, Service Quality and Consistency.

Handled regional level customer complaint escalations.

Customer Service Manager – New City, NY and Auburn, MA (2006-2008)

Managed a branch of 12 customer service staff located in base and remote office. Coached and developed service team to deliver positive customer experience. Led the team to achieve business growth and exceed retention targets. Received special recognition for supporting an additional branch experiencing high manager turnover achieve its goal.

Analyzed and evaluated the Customer Experience Evaluation trends to proactively reduce customer pain points.

Recommended and implemented solutions to ensure excellence in customer service – addressed customer pain points and provided solutions, ensured coverage/availability and equitable work allocation to the service staff.

Provided management reports on team performance based on CMS and NICE data.

Education Development Center, Inc.n, MA 2004

Project Assistant – Proposals, Fund Raising, and general communication with donor agencies

Creating concept proposals for international NGO’s like the USAID, UNIDO, UNFIP and corporate houses like the Sun Microsystems, Microsoft etc. for fundraising purpose. Assisted in fundraising, outreach and engagement activities including writing query letters, creating presentations, etc.

National Institute of Information Technology LTD., (NIIT), New Delhi, India 1999 –2000

Corporate Communications Manager

Initiated publicity campaign with Japan Broadcasting Corporation to promote company as a leading software solutions provider, securing $0.5 million in new orders from Toshiba.

Designed an awareness program, Hole in the Wall, for an experiment on minimally invasive education, procuring orders from the World Bank and Government of India worth $1 million.

Developed media plan for securing effective placement (print, broadcast, online) in key media, such as CNBC, BBC, Reuters, Red Herring, Star TV, Nikkei, and Ashahi Shimbun.

QUALCOMM (India), Inc., New Delhi, India 1994 – 1999

Manager Operations – Communications and Operations

Coordinated media activities between the US headquarters and India office pertaining to local press, advertisements, trade shows, and, special events.

Embassy of South Korea, New Delhi, India 1990-1993

Secretary to the Ambassador


MA – Integrated Marketing Communication Suffolk University, Boston, MA

MBA – International Business FORE School of Management, New Delhi, India

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