Customer Service Project Manager

Annastacia Hackett

**** ****** ? Hilliard, Ohio *3026 ? 614-***-**** ? *********@*****.***

http://www.linkedin.com/in/annastaciahackett

PROJECT MANAGEMENT PROFESSIONAL

Dedicated professional with strong analytical skills and proven success

coordinating and managing projects, supervising teams and providing

excellent customer service. Known for collaborating effectively across

functional areas, consistently identifying ways to streamline and improve

processes and workflow. Diverse industry experience including healthcare,

financial services, customer service centers and libraries. MBA, 2008;

Project Management Professional certification (PMP), 2014.

SELECTED ACCOMPLISHMENTS

Project Management

. Successfully managed multiple software implementation projects, including

working with 3rd party contractors, supervising hardware installations,

and overseeing training for end users.

. Reduced costs by 10% on each consecutive project by implementing changes

such as cross-training employees to reduce the number of support staff

needed on-site.

. Improved training process through the use of webinars and by creating

self-study guides that allowed the customer to learn at their own pace

and time schedule.

Process Improvement

. Reduced the time of implementation process by 6-8 weeks for multiple

projects by creating a process to assist customers with minimal technical

training to clean their data and load into system

. Created intranet as a resource for newly hired supervisors, reducing

training time by one week.

. Reduced supervisor training time by one week by creating an intranet

resource tool.

. Created a personal management system providing coaches with immediate

feedback on performance metrics.

Organizational Development

. Decreased cost per conversion by 15% by cross-training employees and

using outsourced support to supplement team.

. Decreased employee attrition in call center by 20%, updating training

procedures to include mentoring relationships and bridged the seven week

training period and the first "high stress" weeks in the customer care

center.

. Created new department to in-source previously outsourced work for

products, subscription renewal, and product implementation/migration.

. Project managed newly established medical group with 14 employees,

implementing and managing all start-up systems and creating the first

procedures manual.

Leadership/Talent Management

. Ranked 8th out of 500 call center coaches nationwide for exceeding

performance metrics.

. Selected by site manager to train 12 new customer care coaches for newly

created call center.

. Created systems manual providing new hires with a readily available

reference tool for performance tracking software used by the company.

Annastacia HAckett Page Two

PROFESSIONAL EXPERIENCE

R.C. Olmstead, Dublin, OH

2011 - present

Conversion Project Manager

Manage conversion projects for credit unions who are converting to from a

legacy "green screen" to a web-based software. Contact and manage 3rd party

vendors for system interfaces, organize and schedule hardware

installations, provide training and support during 6 month conversion

process. Use Microsoft Project for details of conversion process and

provide regular updates to stakeholders including senior management,

customers, and vendors. Supervise team of software support specialists.

Manage budget for conversions.

OCLC, Dublin, Ohio

2009 - 2010

Manager, Consultative Services and Support

Developed and directed the activities of new customer service call center

providing consultative-focused support to member organizations regarding

product usage. Responsible for building and maintaining relationships with

members/customers and collaborating with multiple departments to meet their

goals and objectives. Established production and quality standards and

ensured accountability for performance. Developed, coached, appraised and

mentored team members. Projects included data ingest, upgrading product

specific software and assisting with software implementation.

Saint Alphonsus Medical Group, Boise, ID

2006 - 2007

Patient Service Representative

Responsible for creating customized payment schedules for customers.

Extensive knowledge of insurance programs as well as ICD-9 medical coding.

Functioned as software SME for MegaWest conversion. Implemented program to

track diabetic patients during visits which allowed office to increase

revenue by providing accurate documentation of services provided. Managed

office move to new location.

T-Mobile Wireless, Meridian, ID and Colorado Springs, CO

2000 - 2006

Customer Care Supervisor

Managed a team of 15 customer service representatives. Presented

quantitative monthly and quarterly team performance reports to members of

the senior management team. Met or exceeded all team metrics.

EDUCATION

MBA, University of Phoenix, Boise, ID, 2008

MLS, Library and Information Science, University of Washington, Seattle,

WA, 1992

BA, English and Scandinavian Studies, Luther College, Decorah, IA, 1990

Associate in Project Management (CAPM) certification, 2010

TECHNICAL SKILLS

SQL, Visio, Advanced Excel, Access, PowerPoint, HTML, MegaWest, Microsoft

Project, ILLiad, Connexion, Remedy, WorldCat Navigator, WMS, NetLibrary,

Siebel, Business Objects, CAMS-ii

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