Customer Service Project

FERNANDA HAMLIN PMP, MPM

**** ********* ***** ******, ** 60504 ******.********@*****.*** 773-***-****

Strategic Planning / Process & Performance Improvement / Project & Team Leadership / Relationship Management / Risk & Change Management /

Negotiation / System Development & Enhancement / Communications / Business Analysis / Problem Solving / Conflict Resolution

Consistent, effective utilization of strategic and implementation skills has afforded me the ability to leverage many planning, cost saving, IT, cu stomer relations and

budgeting fundamentals of project management as a foundation for success.

Reduced wireless telecommunications operational costs in excess of $20 million over a 5 year period and implemented over 30 major enterprise wide business process

improvements driving efficiency and an improved customer experience in 7 channels of the organization.

Proven track record of leading large cross functional teams to facilitate successful delivery of process improvement and system development & integration project

deliverables under stringent timelines, competing project initiatives and budgets.

Experience providing quality driven business application solutions designed to improve internal/external customer service experience using various project management

methodologies (e.g. Agile, Waterfall, JAD, RAD, and SCM).

Superior written and interpersonal communication skills; able to effectively present project briefings to multiple levels of staff including senior/executive management.

The competitive skills offered have proven to be effectual within a major high performing multibillion dollar organization, and are practical for use in any size

organization needing a motivated self-starter, fast learner, and energetic leader.

SELECTED ACCOMPLISHMENTS

LAUNCHED CUSTOMER SERVICE AFTER CALL SURVEY (ACS) – Assisted with the creation of an enterprise wide automated survey used to

obtain the voice of the customer and gain insight into the success or failure of their last interaction with a ny aspect of customer service. Managed many

elements of the project from analysis and survey question selection to user acceptance testing for the Interactive Voice Response system as well as all

subsequent enhancements including ACS 2.0 - Voice Recognition launching Q1 2014. Yielded a 15% year over year increase in three major Key

Performance Indicators.

DEVELOPED THE AFTER CALL SURVEY QUALITY TOOL – Facilitated the development of the initial quality system application used by the front

line and leadership to manage daily monitoring of survey volume and results achieving 98% of survey completion rate goals consistently ensuring optimum

customer feedback. Ongoing analysis has led to four major enhancements to better manage survey distribution among employees, to maintain data integrity,

to streamline hierarchy data, and to develop new reporting metrics and a survey dispute process.

ENHANCED THE AFTER CALL SURVEY QUALITY TOOL – Managed the integration of seven standalone quality systems into a single platform

within the enterprise Automated Customer Support System driving operational business efficiencies providing 60,000+ end users in over 40 call centers

nationwide with a “one stop shop” for all quality systems and survey data they access on a daily basis. Produced a labor hour savings of approximately 1hour

per employee per typical work day. Management of the Automated Data Validation enhancement project also yielded a 90% improvement saving the IT

department 1,490 labor hours annually of manual data validation after system failures.

OVERHAULED THE CENTRALIZED EXECUTIVE RELATIONS APPLICATION (CERS) – Led 13 major enterprise wide system application

development and enhancement projects and 6 major operational business process improvement projects in the last 12 months to align the Executive

Relations application database and reporting interface across four major lines of business leading to a cost savings of over $2 million for 2013 for this

application alone.

ANALYZED & IMPROVED 36 INTERNAL BUSINESS PROCESSES – Completed the analysis of thousands of surveys and Executive cases

facilitating the improvement of multiple enterprise wide business processes that were negatively impacting the customer experience. Led to increased

customer loyalty reducing the churn rate by .75% which equates to several hundred thousand customers retained, reduced costs by approximately $20

million and improved business efficiencies (e.g. Reduction in Executive Relations case volume, Revamp of the Certified Like New Device Program,

Automated Case Creation and Distribution, and Coaching Feedback Tool Enhancement).

CAREER SUMMARY

VERIZON WIRELESS (8/2002 – Present) Elgin, IL

HQ PERFORMANCE ASSURANCE CONSULTANT - Project Business Owner 3/2009 – Present

Perform a variety of Project Management activities including the creation of strategy, business cases, project requirements, project plans,

reporting needs and related milestones, timelines, goals and objectives for a variety of key Customer Service and Quality IT systems initiatives.

Identify key project activities using a detailed work breakdown structure designed to align project plans with stated goals and objectives

ensuring project deliverables and milestones are achieved within stated timeline, according to scope and budget.

Serve as the liaison between the end user and IT teams to facilitate effective overall coordination and communication of new development and

system enhancement project activities.

Effectively communicate and manage project requirement changes through the use of a solid change management plan to avoid scope creep and

negative impacts to project completion leading to consistent end user satisfaction.

Establish and maintain strong business relationships with various cross-functional teams, stakeholders, business partners, project sponsors,

leadership, IT teams, and other Project Managers creating a seamless line of resources.

Develop and maintain version control and maintenance release communications for distribution to end users.

Created user acceptance testing procedures and test cases for all project work that was benchmarked by other major appl ication IT teams.

Lead user acceptance testing for all quality system projects prior to launch to ensure project deliverables have been met according to stakeholder

requirements.

Create training manuals for all user interface enhancements and support key area level partners in training roll out to the larger population of end

users.

Demonstrate excellent project management and leadership skills in proactively identifying, managing, and mitigating project risks; utilizing

excellent problem solving and critical thinking skills to achieve operational efficiencies and customer satisfaction.

BUSINESS ANALYST – CUSTOMER SERVICE - Area Project Analyst 2/2007 – 3/2009

Performed business analysis on new product launches and business processes using primary surveying techniques including call observation,

data mining, report analysis and data collection to gather insights into the customer experience.

Drafted practical and actionable recommendations for improvement and communicated findings to leadership in order to effectively improve

operations and reduce our repeat call volume YOY for a total of 70000+ calls leading to a $785,000 cost savings.

Conducted deep-dive root cause analysis at the local, regional, and national scale with the goal of positively impacting he customer experience

to facilitate an improvement in customer loyalty by reducing the company churn rate, increase revenue and improve overall business

efficiencies.

COORDINATOR – RESOURCE MANAGEMENT 5/2005 – 2/2007

Managed and oversaw all call center online resources to achieve regional service level goals and objectives in order to exceed customer

expectations of response time.

Handled day-to-day scheduling of offline activities required to meet resource management objectives and to ensure center-wide completion of

mandatory training, meetings, and coaching.

Managed, scheduled and rescheduled representatives’ time in multiple work groups driving customer satisfaction through the reduction of wait

time exceeding the 95% service level goal by 13% YOY.

Performed daily staffing analysis to manage call center call volume and staffing using IEX TotalView Workforce Management software to

forecast staffing needs.

COORDINATOR – TECHNICAL SUPPORT REPRESENTATIVE 6/2004 – 5/2005

Demonstrated superior customer service and support as an online representative employing effective problem solving and Tier two and three

level troubleshooting techniques to provide fast and final resolution.

Hosted and supervised classes of 20 new hire employees, assisting with training, coaching, and general on -boarding throughout multiple ten

week training schedules.

CUSTOMER SERVICE REPRESENTATIVE 8/2002 – 6/2004

Demonstrated superior customer service and support as an online representative employing effective problem solving and Tier one level

troubleshooting techniques to provide fast and final resolution.

Managed escalation call queues resolving customer issues at the supervisor level.

EDUCATION AND CERTIFICATION

PROJECT MANAGEMENT PROFESSIONAL CERTIFICATION 2013

PROJECT MANAGEMENT INSTITUTE Schaumburg, IL

MASTER OF PROJECT MANAGEMENT 2011

KELLER GRADUATE SCHOOL OF MANAGEMENT Elgin, IL

Concentration – Project Management/Business Administration

BACHELOR OF SCIENCE IN TECHNICAL MANAGEMENT 2007

DEVRY UNIVERSITY Addison, IL

Concentration – Project Management/Business Management

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