Customer Service Project

ALEXANDRIA W. FALLS

**** ******* *****

San Antonio, TX 78251

210-***-****; ***************@*****.***

PROFESSIONAL PROFILE

Over 15 years of management experience in leading a team of direct and

indirect reports. Responsible for creating and reporting metrics (charts,

tables, graphs, & assessments) that measured business and process

performance and recommended the strategy to address performance gaps by

applying Lean and Six Sigma methodology. Project Lead for varies projects

including the upgrade of an Automated Call Distribution system, Customer

Service Billing system. Utilized Microsoft Project to ensure all deadlines

were assigned equally amongst the team while communicating with key

stakeholders, vendors, and end users on the status of the project. Program

Manager for a career development program which including mentoring,

training, continuing education documentation. Responsible for maintaining

reports, user access, configuring parameters, and meeting with vendors for

call center applications.

SOFTWARE SKILLS

MS Office (Word, Excel, and PowerPoint), Visio, Info Path, Project,

Dreamweaver, Mind Manager, Adobe Professional 9.0, Adobe Captivate,

Articulate Online and Presenter, i-Grid Learning Management System,

PeopleSoft HRMS 8.3, PeopleSoft Financials 8.9, Siebel 6.0, Agile 6.0,

Oracle 11i, Crystal Reports XI, GE Centricity, SAP, Witness, Siemens HiPath

ProCenter and Observer, Verizon VOIP, Cisco VOIP, Talisma Knowledge Base,

and Higher Ground.

PROFESSIONAL EXPERIENCE

CPS ENERGY, San Antonio, TX

10/2011 - 09/2013

Business Analyst III: Created Key Performance Metrics and conducted and

documented investigations for allegations or complaints. Designed and

delivered instructor-led and computer-based training. Created ad hoc

reports, flow charts, and process diagrams.

. Created and presented weekly, monthly, and quarterly metrics, tables, and

charts on the performance of the Business Unit compared to the Corporate

Key Performance Indicators (Metrics).

. Developed and monitored key measurements, analyze program activity, and

trends to drive new approaches and quantifiable improvements.

. Delivered and presented quarterly metrics to the Audit Committee and

executive leadership on the performance of the Business Unit.

. Conducted interviews and investigations with employees and key

stakeholders to determine the validity of the allegation or complaint.

Completed and reviewed investigative reports that were submitted by Human

Resources, Corporate Security, and other Business Units.

. Led the annual Ethics training initiative, by coordinating meetings with

vendors, reviewing contracts, monitoring expenditures, conducting and

creating training, ensuring all current and new employees were trained

and provided weekly metrics on the number of employees who attended the

training.

. Created a risk assessment template that was used to determine possible

risk in ethics and compliance initiatives

. Managed and monitored a case management system to ensure all cases

entered were valid and required an investigation. Ensured that all

documentation related to the case were included in the final report.

. Created Standard Operating Procedures and Work Instructions to ensure

consistency throughout the Business Unit and Organization.

. Met with Subject Matter Expert to determine the as-is process and the to-

be process for the Ethics Business Unit.

Of note: Developed a Key Performance Indicator to provide an overview of

the performance and risk of the ethics program.

MEDTRONIC CORPORATION, San Antonio, TX

01/2011 - 10/ 2011

Customer Service & Sales Supervisor (Interim Manager): Managed a team of

two exempt supervisors, 34 non-exempt direct reports and 125 indirect

reports on performance by setting goals and objectives based on the Key

Performance Indicators that are aligned with the organization's Annual

Operating Plan. Conducted team and one-on-one meetings to ensure

consistency in the delivery of communication and coach employees on how to

identify sales opportunities, improve sales skills, and understand the

processes and policies within the organization. Facilitated staff meetings

to ensure supervisors were aligned with the organizations performance

goals.

. Provided guidance to employees for sales and service of medical devices

to the customer. Ensure employees were using the correct HCPCS when

processing orders.

. Worked with the major insurance companies to ensure customers were

receiving the best benefits for their product.

. Developed and monitored employees' goals and objectives by providing

ongoing coaching and mentoring and delivered performance evaluations.

. Identified potential employees by reviewing applications and resumes and

conducting Face-to-Face interviews.

. Assisted Workforce Planning in creating workflows, agent logins and

skillset, forecasting for the Avaya CMS.

. Created new job descriptions and requisitions for new positions

identified in the area.

Of note: Ensured that employees' performance goals were aligned with the

Key Performance Indicators of the organization.

SAN ANTONIO WATER SYSTEM, San Antonio, TX

06/2008 - 12/2010

Customer Service Billing Supervisor (Project Business Leader): Effectively

managed at project team by leading complex project, processes, and

technology. Managed end-to-end projects and tasks within projects and used

project management tools for results and visibility to stakeholders.

Communicated with stakeholders and management on progress, risks,

expectations, timelines, milestones, and other key project metrics.

. Ensured proper requirements and supporting development deliverables were

accounted for and documented for a data warehouse and Customer Service

billing system.

. Monitored overall system designs and performed user acceptance testing

(UAT) to ensure the integrity of the data in the Customer Billing System.

. Work with developers and end-users to create high-quality specifications

to meet needs of the stakeholders.

. Document business and system requirements by capturing the as-is and the

to-be process. Trained users on technical aspects of the system and

business processes.

. Communicated with stakeholders on the performance of the project with

status reports, charts, graphs, and tables.

. Facilitated project meetings, managed agendas and meeting recaps to

ensure project tasks and goals were met.

Customer Service Supervisor/Business Continuity Leader: Coached and

developed a team of 15 direct reports, team lead, and 45 indirect reports

on performance and quality. Maintained and gathered data to report

appropriate metrics during monthly Key Performance Indicator sessions by

using Excel. Communicated and provided leadership with the process needed

to continue to manage the company's strategic plan during a threat or

disaster.

. Determined operation strategies by conducting needs assessments,

performance reviews, capacity planning, and cost and benefit analysis;

defined user requirements; established technical specifications, and

production, productivity, quality, and customer-service standards.

. Monitored the daily revenue report in order to identify any large errors

in billing for the customer or the organization by using Excel,

PageCenter, and Crystal Reports.

. Maintained and improved call center operations by monitoring system

performance; completed system audits and analysis; created and maintained

metrics, graphs, and tables on call performance.

. Answered escalated customer billing questions; communicated with

customers on major billing problems.

. Accomplished call center human resource objectives by recruiting,

selecting, orienting, training, coaching employees; communicating job

expectations; planning monitoring, appraising, and reviewing job

performance; enforcing policies and procedures.

. Improved Average Speed Answered and Service Level by ensuring the

schedules were aligned with the needs of the business.

. Key role in the organization's Business Continuity disaster recovery

process, trained in ICS-100 & 700. Scheduled mocked threats or disasters

in order to prepare the organization for unexpected events.

. Reduced overhead cost by 50% by changing the process of verifying the

accuracy of the customers' bills and meter reading consumption from a

manual process to an electronic process.

Of note: Successfully implemented a new process for estimated customer's

bills during peak season.

AVIAT (HARRIS STRATEX NETWORKS CORPORATION), San Antonio, TX

05/2007 - 06/2008

Customer Support Supervisor: Led, coached, trained, and developed a team of

10 call center coordinators to ensure they provide accurate information to

external and internal customers on Return Merchandise Authorization (RMA)

request. Directed order processing, including process and procedures

maintenance in Siebel, Clarify, and Agile and monitored the department's

performance against Corporate Key Performance Indicators.

. Configured System Parameters to adapt to Users, Transactions Codes,

Automated Call Distribution (ACD) groups, Agents, ACD Flex-Routing using

Verizon Voice over Internet Protocol (VOIP).

. Created and documented department's revenues and losses by extracting

data from Oracle 11i.

. Developed and presented weekly and monthly status reports which included

metrics on the performance of the team and return process.

. Created and completed performance goals and evaluations on employees.

Of note: Reduced overhead by changing from manual process to an automated

process for tracking the Return Merchandise Authorization (RMA).

H. E. BUTT GROCERY COMPANY, San Antonio, TX

10/2002 - 04/2007

Training and Communication Advisor: Led, develop and evaluate all training

and continuing education to meet the requirements and policy of the

organization. Managed the Learning and Development program for Benefits

(health, retirement, and other), Payroll, HRIS, and Process Improvement

within the organization.

. Created and facilitated an array of training courses on leadership,

software, and soft skills using Captivate and LMS.

. Conducted all internal training workshops: New Hire Orientations, Lunch &

Learn, and New Systems/Process. Designed and conducted needs assessments

with business unit leadership which identified additional individual and

organizational learning and development needs.

. Worked with subject matter experts to develop, maintain/update and

deliver learning solutions to address identified needs. Such as

delivering classroom training, computer-based training, coaching,

mentoring or other OD intervention.

. Managed and monitored employees training records in PeopleSoft HRMS.

Extracted data for ad hoc reporting into Excel and created v-lookup and

pivot tables.

. Trained employees on PeopleSoft HRMS 8.3, PeopleSoft Financial 9.0, Word,

Excel, PowerPoint, and other computer software.

. Provided metrics on the performance of the training programs which

consisted of the type of training and the completion ratio of employees.

. Project Business Leader for the upgrade of an Automated Routing

Distribution (ACD) routing phone system to a web-based system. Met with

end-users to gather data for the as-is process.

. Configured System Parameters to adapt to the Users, Transactions Codes,

ACD groups, Agents, ACD Flex-Routing using Siemens HiPath ProCenter.

. Analyzed call center trends, including call volume, call patterns, staff

productivity, and resource allocation, and forecasts scheduling to help

meet business needs.

. Collected information that was required in order to prepare content and

workflows for the Standard Operating Procedures and Work Instructions.

. Created and managed an internal newsletter which included the latest

updates and important information for the employees.

Of note: Led a project for an Automated Call Distribution (ACD) System that

saved the organization $1.5 million

AMERICAN TELEPHONE & TELEGRAPH (AT&T), San Antonio, TX

08/1988 - 08/2002

Supervisor: Coached, developed, delivered goals and objectives to 18 - 20

direct reports in an inbound call center of 600 employees in order to meet

production and service quality goals through customer satisfaction.

Achieved company goals and improved sales and revenue by enhancing staff

productivity and efficiency and conducted performance reviews, interviews

and other management functions as required.

. Communicated policies, procedures and changes to ensure uninterrupted

operations in a professional manner

. Scheduled and conducted staff meetings, identified training needs, and

coordinated appropriate resources

. Monitored quality of service provided to customers both internal and

external

. Monitored and approved customers adjustments reports to control company

revenue

. Conducted investigative meetings with collective bargaining members and

leadership

Of note: Managed a team of Customer Service Representatives and accurately

update account records which included; vacation, sick leave, and

miscellaneous updates or changes

EDUCATION

Master of Business Administration - University of the Incarnate Word, San

Antonio, TX

Bachelor of Science in Business Administration - Wayland Baptist

University, San Antonio, TX

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