Customer Service Management

Betty Ellis 601-***-****

Pecan Hills Drive, Hattiesburg, MS 39402

*********@*****.*** *****.*****@****.***

QUALIFICATIONS

. Highly experienced energetic, results-oriented leader with extensive

knowledge in directing operations in highly demanding inbound call

centers.

. Very skilled at leading and improving performance of teams ranging in

size from 60 to 1000 full-time employees.

. Expertise in developing strong customer and employee relationships

leading to improved retention, attendance, increased business

productivity and profitability.

. Creative and innovative leader; excellent communicator.

. Experienced in building and maintaining a motivated team environment

while exceeding aggressive service and revenue goals.

PROFESSIONAL EXPERIENCE

General Dynamics Information Technology

CCO Operations Manager (2013-Present)

. Supporting/Assisting efforts for the Affordable Healthcare Act

. Proactively managed 125-member team, with accountability for

coaching/feedback, training/cross-training, performing annual performance

reviews, conducting weekly employee meetings, and diplomatically

implementing disciplinary actions.

. Managed/Monitored Contact Center KPI's, Forecasting volume across

multiple locations and vendors daily

. Responsible for contact center and intake operational strategies by

conducting needs analysis/assessments, performance reviews and strategic

planning concepts/analysis

. Work with HR to recruit, select, orient, train, mentor, and discipline

contact center and intake staff. This includes communication of job

responsibilities and expectations; planning, monitoring, and appraising

job contributions; recommending compensation programs; and enforcing all

personnel policies and procedures

Wal-Mart Shared Services - Hattiesburg, MS

Project Manager (2000-2013)

. Directed the coordination of all implementation tasks involving Vendor

Sites as well as provide consultation/support to clients on system

implementation

. Executed and maintain program management processes and disciplines in the

areas of: program schedule and quality management; communications

management; human resource management; cost management; risk /issue

management; change management

. Manage/facilitate Weekly/Quarterly Business reviews to drive vendor

performance and compliance expectations

. Provided business consulting, knowledge expertise in strategic

performance management methodologies, process assessment work, and the

application of technologies to business

. Worked with project team and key stakeholders to devise best practices

and continuous improvement of project delivery across the enterprise(

focusing on forecasting/budget control)

. Mitigate risk by identifying, escalating and resolving issues across

multiple delivery groups and/or projects.

Wal-Mart Shared Services - Hattiesburg, MS

Assistant Business Manager (2005-2009)

. Proactively managed 17-member team, with accountability for

coaching/feedback, training/cross-training, performing annual performance

reviews, conducting weekly employee meetings, and diplomatically

implementing disciplinary actions.

. Responsible for cross-functional daily maintenance of service level

expectations for email and phone volume

. Managed/Monitored Contact Center KPI's, Forecasting volume across

multiple locations and vendors daily

. Built and established top performing team in customer service

satisfaction scores (CSAT)and handle times to meet the businesses

directive

. Created and managed process for handling customers Executive Escalations

resulting in decreased number of dis-satisfied customer escalating to Wal-

Mart Corporate Offices.

. Created/Implemented process for Support Line to handle takeover calls and

was actively involved in implementation of Holiday process to ensure

business goals/expectations in alignment

. Achieved the highest CSAT scores for 4 consecutive months driving healthy

completion and increased awareness and improvement in CSAT scores site

wide.

Wal-Mart Shared Services - Hattiesburg, MS

Quality/Training Analyst (2005-2000)

. Responsible for training 25 to 30 entry level agents on company

process and procedures

. Responsible for monitoring calls/emails and delivering feedback to

increase agent quality and efficiency

. Created training documents, status reports for Senior level executives

. Use testing tools to identify business, product and associate trends to

enhance the efficiency and customer satisfaction

. Responsible for facilitating calibrations, meetings and open discussion

to improve agent performance

Skills

Project Management Strategic Microsoft Office

Operational Planning Partnerships CMS

Staffing & Recruiting Quality Improvement Real-Time Adherence

Project Planning Customer Relations Remedy

Vendor Management Capacity Planning Aspect (eWFM)

Cost Control Scope Planning Empower

Forecasting/Allocation Voice Analytics Verint

VoIP Telephony

EDUCATION

Bachelor of Science, Psychology, University of Southern Mississippi,

Hattiesburg, MS

Associate in Arts, General Studies, Pearl River Community College,

Poplarvile, MS

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