Manager Customer Service

DAWN IGNACIO-SALAZAR

***** **** ****** *, ******, WA 98001

Home: 253-***-**** – Cell: 206-***-**** – *******@*****.***

Professional Summary

Successful professional with 13 years of experience in customer service specializing in financial

and travel industries, with recognized strengths in business process, outsourcing operations,

account and project management. Supervised multiple programs and achieved targets as

outlined in the program’s Statement of Works. Adept in preparing and deployment of action

plans; managing productivity, quality and customer oriented standards, resolving problems,

identifying trends, determining system improvements and implementing change.

Core Qualifications

• Customer Relations and Client Services • Team Leadership

• Process Improvements • Staff Training and

Development

• Account Management • Vendor Management

• Operations Management • Outsourcing

• Business Process • Microsoft Office

Work Experience

Service Desk Supervisor, Denali (Redmond, Washington) March 2014 -

Present

• Monitors daily objectives, SLAs and reporting, provides call statistics to Service Desk

Manager on daily, weekly and monthly accomplishments

• Manages the employee activities associated with providing technical services to internal

and external customers

• Facilitates and participates in employee team meetings

• Performs quality assurance functions. Duties include defining service desk staff

requirements, performing agent call monitoring, ticket review and measured feedback

• Serves as a liaison for Service Desk customers ensuring process, work flows, and run

books are followed

• Plans and implements workflow process to escalate support calls

• Assists with agent and customer on-boarding

• Maintains staffing schedule using work force management software, maintains and

documents call center specific applications (inContact, Studio)

• Participates in leader on-call role

• Works closely with training department to create and deliver staff training

• Responsible for management of Service Desk Analysts

o Quarterly performance evaluations and related compensation recommendations

o Review and maintenance of weekly performance reports

o Provides corrective performance management as required

o Maintain and track current employee documentation, account credentials,

equipment distribution

Dawn Ignacio-Salazar Resume (con’t)

Call Center Manager, Xerox (Redmond, Washington) September 2013 –

March 2014

• Directs and/or manages all activities associated with Call Center operations and Client

Relationship, including developing and implementing policies and procedures

• Establishes and implements performance and service standards

• Develops and implements process and/or operational improvements to enhance

efficiency and effectiveness of operations

• Ensures productivity meets or exceeds service and quality standards

• Develops departmental budget and controls costs

• Manages Training and Quality Department

Senior Programs Manager, Harte Hanks, Inc. (Philippines)

February 2010 - August 2013

• In charge of Operations, Account Management, Client Relationship management and

Account’s profitability

• Responsible for performance of all programs to meet and exceed all client and company

expectations. Ensure Key Performance Indicators (KPI's) are achieved for multiple

clients

• Directly supervised Operations Managers and/or Regional Operations Managers.

Responsibilities included interviewing, hiring, and training employees; planning,

assigning, and directing work; addressing complaints and resolving problems

• Provided Flash projections and Financial monitoring of the program

• Provided the Vice President of Operations and Country Manager information on

Operations and Support programs of the business

• Project Manager for the implementation of new programs and expansion

• Handled existing program changes such as new products and services

• Created and executed client presentations and conducts program business review

• Facilitated client visits in coordination with other departments of the company

• Facilitated client conference calls, calibration sessions and when needed, follow up

payment from clients

• Managed Operations process in accordance with the Statement of Work provisions

• Actively conducted Statement of Work (SOW) audits with the Operations Vendor

Client Services Manager, ICT Marketing Services, Inc. (Philippines) June

2008 – February 2010

• Provided leadership and management of all client focused activity within the company.

• Managed responsibilities, tasks, priorities and professional development of all client,

service staff and resource.

• Established, maintained and positively managed an account development plan for each

client relationship.

• Maintained key relationship with Operational Managers to provide an internal

performance audit and review capability.

• Served as an escalation point for client issues and be accountable for all client

relationship.

• Ensured the roll-out of client programs and their communication with the operations

group.

Dawn Ignacio-Salazar Resume (con’t)

Client Services Manager, VXI Global Solutions (Philippines)

October 2006 – June 2008

• Project Manager for the implementation of new programs and expansion

• Managed change of business direction that could result to trimming the program’s size

to program’s end life

• Client’s primary point of contact for concerns and issues regarding the program such as

performance, system issue, reporting, recruitment, training and planning for expansion

• Prepared client presentations and conducted program business review

• Participated in client visits in coordination with Sales and Marketing

• In charge of Account Management and is responsible for account’s profitability

• Facilitated client conference calls, calibration sessions and when needed, follow up

payment from clients

Team Supervisor, Aegis PeopleSupport (Philippines) November 2001

to June 2006

• Supervised the eReps by monitoring their performance according to productivity,

competence, and quality standards and targets), provided weekly specific performance

feedback and worked with them to achieve development objectives and performance

targets and conducted performance appraisals

• Supported the Team Manager in providing leadership, guidance, and support to the reps

to ensure the creation of a productive work atmosphere and team spirit. Addressed

eRep needs and concerns, performance and motivation issues, and conflicts.

• Served as mentors and coaches to the reps on the floor and act as first point of

escalation for client-specific issues. Served as back-up point of escalation when Subject

Matter Experts are unavailable.

• Maintained a high level of proficiency with regards to client’s services, policies, and site.

Ensured timely, accurate and consistent delivery of updates to the eReps. Disseminated

client-specific information. Provided clarifications and guidelines to enhance eRep’s

understanding and competence relative to client-specific information and handling

different customer transactions. Assumed responsibility and accountability for the team

in the absence of the Team Manager by ensuring coverage, productivity/efficiency, and

quality of service delivery.

• Worked with the QA Team Leader or QA Analyst to ensure effective implementation of

the QA process. Delivered timely feedback. Identified QA issues and work with

Operations Manager or Operations Director and Team Managers to develop action plan.

Implemented action plan.

• Developed complete understanding of client’s business model, policies and procedure

as they relate to PeopleSupport’s support of the client’s customers.

Educational Background

Bachelor of Arts in Mass Communication

Training and Certifications

• COPC High Performance Management Technique and earned “COPC Inc. HPMT Certified

Competent” designation, COPC Root Cause Analysis

• COPC Excel Course

• HDI Support Center Team Lead and HDI Support Analyst Certification

Dawn Ignacio-Salazar Resume (con’t)

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