Customer Service Manager

TRACY FISHER

***** ******* ******* *** #*** • Bothell WA 98012 • 425-***-**** • ********@*******.***

Account Management

To take a challenging role and to provide efficient and effective s olution s t hat will help the

o rganization to achieve the best in business and ultimately increase its productivity.

Summary of Qualifications

• Excellent verbal, written communication and comprehension skills

• Strong ability to be self-directed

• Exceptional ability to promote cross group collaboration and provide internal and external

customer support

• Advanced Account & Project Management experience

• Organized, reliable, and dedicated team player

• 7 years support operations, strategy and process experience

• Proficient in MS Office (Word, Excel, PowerPoint), CRM Software

PROFESSIONAL EXPERIENCE

Customer Ops Support Analyst, 2010- Current

Expedia Inc., Bellevue, WA 98004

Centralized Point of Contact for business partners.

Real-time monitoring of critical business operations and performance indicators at an interval level

for the call centers.

Analyze call volume and trends to implement appropriate call strategy adjustments.

Liaison between the call centers and internal support teams including various internal corporate

departments.

Analyze forecasted data and compare it to actual data on a daily basis to identify any areas of

concern.

Engage with call centers and vendors to understand reason for performance impacts.

Review, and make decision for same day unplanned off-phone requests for call center agents.

Recognize and initiate escalations from call centers and other support teams for system issues or

outages.

Create, manage, and distribute normal daily and ad hoc reports to business.

Monitor world events for crisis situations that may impact the business. Gather information on these

events, run impact reports, and create communications to inform the business of these events.

Program Manager ll, 2008-2009

Volt Technical Services with Microsoft, Bellevue, WA 98004

Managed US EPG FY09 head count using Headtrax and MS People.

Provided field user support for internal systems and maintained data.

Developed and maintained weekly reports for management in each sales district.

Ensured business continuity, cross-group collaboration, and expedience in driving resolution.

Liaison between developers, testers and program managers to help determine and meet objectives and

to define and evaluate new processes to help improve efficiency and quality of business.

Worked closely with management to implement changes of position number distribution, distribution

lists, e-mail templates, and process documents.

Implemented new policies and procedures and ensured they were strictly adhered to.

Global Call Center Analyst II, 2007 – 2008

Volt Technical Services with Microsoft, Redmond, WA 98052

Provided real time monitoring for 60+ Lines of Business within Microsoft Global Customer Services

Operations to help ensure appropriate policies and guidelines were strictly adhered to at the call

centers.

Ensured business continuity, cross-group collaboration, and expedience in driving incident resolution

during escalations in call center environment.

Liaison between vendors and service delivery managers as the single point of contact to help meet

daily, weekly and monthly objectives and to define and evaluate new processes to help improve

efficiency and quality of business with the customers while remaining responsible for day to day

deliverables.

Developed and maintained reports using Exony and Excel by compiling and analyzing data pertaining

to service levels as they relate to business performance and for the purpose of identifying process

improvement opportunities.

On boarded a team in India to provide 24 x 7 Mission Control Support and assisted with training and

support for the new Mission Control Analysts.

Managed numerous ad hoc requests each day, including tools issues, policy clarifications’, staffing

changes.

Participated and provided feedback in User Acceptance testing sessions.

College & University Account Manager, 2005-2007

Business Account Manager, 2003-2005

Customer Care Representative, 2002-2003

Cingular Wireless, Bothell, WA 98011

Responsible for driving excellence by providing detailed account analysis to customers in person, by

phone and email communications.

Partnered with vendors and Sales Managers as the single point of contact to help determine and meet

objectives; define/evaluate new processes to help improve efficiency and quality of business with the

customers while remaining responsible for day to day deliverables.

Managed numerous ad hoc requests each day, including tools issues, policy clarifications’, billing

questions and feature adds/removal.

Reviewed performance data for the purpose of identifying process improvement opportunities,

guidance, feedback and leadership to help drive continuous improvement on operational, quality and

satisfaction metrics.

Provided ongoing training for internal customer care call center representatives, new team members,

sales partners, new customers and vendors.

Provided exceptional customer service in the call center to business customers.

•

E DUCAT ION

Project Management Course • Volt Services-Redmond, WA

MS Excel, MS Word and MS PowerPoint Certification • Cingular Wireless–Bothell, WA

Customer Relationship Management Cert • Cingular Wireless–Bothell, WA

Wireless Communication Customer Care Certification • Cingular Wireless–Bothell, WA

A+ Course • Shoreline Community College–Bothell, WA

Contact this candidate