BARBARA A. PRETZER

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

Charlotte NC 28270

828-***-****

acvqvg@r.postjobfree.com

PROFESSIONAL OBJECTIVE

As a member of the Executive Team lead efforts to achieve successful Information Technology and Telephony strategies that not only support but enhance performance of all call center systems and technology with an emphasis on directing projects that exceed all deliverables.

HIGHLIGHTS OF QUALIFICATIONS

Extensive knowledge of Networking and Telephony

Talent analysing and resolving complex data communication and telecommunication problems, and then developing detailed reports

Knack managing multiple tasks in process simultaneously

Proficiency learning new technologies and applications quickly

Ability performing complex problem diagnosis and fault isolation of call center systems

WORK EXPERIENCE &ACCOMPLISHMENT

Wells Fargo, Digital Platform Manager (Managed Resource), Charlotte, NC, 2015 to Present

Led daily operational support of new chat program from both sales and services throughout Wells Fargo’s contact centers and Home Lending Secure Default.

Provide all reporting and analytics to the Lines of Business

Align with vendor (EgAIN) ON DELIVERABLES

Participate in pilot to launch Co-Browse and Video Chat

Family Dollar, Director of Enterprise Technical Center, Charlotte, NC, 2011 to 2015

75-120 Team Members in Enterprise Technical Center supporting 8000 stores, 1500 Store Support and Field Teams, 38 Regional Offices, and 11 DC’s reporting to CIO. Accomplishments included:

Enriched all call handling statistics significantly within the first 3 months and continually challenge metrics for improvement:

o20% fewer employees than 2012

o25% increased productivity than 2012

Utilized and continually improve Magic Trouble Ticketing system / BCM-Remedy by capturing requirements from other business units and Acted as key member in selection and migration to new help desk ticketing system (Service NOW or Clarify)

Led effort to select and implement Workforce management system

Orchestrated ITIL business processes to ensure proper change control, testing, and implementation

Created effective reporting to understand our customer to provide marketing, sales operations, and pricing an insight into her shopping habits to develop appropriate pricing strategies, direct marketing campaigns, and advertising to increase basket size and number of visits per month

Piloted new telephony initiatives Ensuring helpdesk effectively utilizes VoIP and IVR technologies including DTMF tones, sophisticated call routing, speech analytics, voicemail, callback queues, call monitoring, and other call center technologies to improve performance and customer experience

Executed network strategy and vendor selection and migration for store network from MegaPath to Interface Security Systems

Created link between Magic and IVR to allow helpdesk access to all POS and non-POS equipment in stores for diagnostics

Oversaw all troubleshooting and resolution for desktop, laptop, software, remote user-access, mobile applications, imaging, and store kiosk support,

Fostered an environment within the Helpdesk that improved the customers experience, increased awareness of store challenges, initiated collaboration with internal business partners, and ensured team members are respected and given opportunities for advancement

Slashed budget for Helpdesk, Office Technology Services, Network and Field Vendors, Professional Services, Tech Refresh, and other items by 23%.

Carolina West Wireless, Director of Call Center Operations, Wilkesboro, NC, 2010 to 2011

50 Team Members in Customer Care, Porting, Retail Support, Business Accounts, Collections, Loyalty, Offline Support, Billing and Tier 2 Technical Support Team. Accomplishments included:

Led design, UAT, and implementation of Enabil Solutions, a Customer and Revenue Management (CRM) that provides flexible, scalable and robust rating, charging, and billing. ENABIL supports multiple service types, brands, product offerings, hierarchies and bundles within a single solution. IP devices, wireless devices, satellite devices and traditional wireline services can all be managed from within the ENABIL solution.

Improved customer satisfaction 4% points in 12 month period from overall of score of 89.3% to 93.6%. Also increased the net promoter score from 11% to 16% in 12 months.

Implemented Call Copy quality assurance and workforce management system

Led improvements to Avaya VoIP Telephony products to improve customer experience, generate outbound campaigns, and increase reporting capabilities

Significantly cut both involuntary and voluntary churn on both post paid and advance paid product lines by .34%. Advance pay reduction was 3.49%. Involuntary was reduced by .50%.

met service levels of 85% of all calls answered in 30 seconds or less with less than 5% abandoned rate on all 6 queues 15 out of 18 months. Service levels were missed due to billing conversion in July and August 2010.

Reduced bad debt write offs from 3.07% to 1.89% for gross and 1.40% to .90% for net in 12 months

Launched an online training program and provided employee base with over 50 courses in 6 months

Led multiple corporate projects including pre-paid migration, offnet usage migration, implementation of trouble ticketing system, creation of Tier 2 Team, Handset Improvement project, IVR implementation, Auto Dial and Out Dial collection and loyalty campaigns, payment processing improvement project, and many other initiatives.

Achieved substantial budget reductions in both 2010 and 2011

Revol, Director of Customer Care, Cleveland Ohio, 2008 - 2009

120 Seat Call Center, Porting, Retail Support, and Tier 2 Technical Support Team. Accomplishments included:

Migrated from homegrown CRM to Clarify

Delivered insightful reporting and data analytics to sales and marketing to better understand our customer and design pricing and phones to attract new customers and increase customer tenure to over 6 months. 6 months is break even point. Also if a customer stays 6 months, they are 80% more likely to stay for over 1 year.

Reduced employee turnover from 186% per year to less than 5% per month.

Improved use of GMT Planet Workforce management system to better schedule CSRs

Increased customer satisfaction by decreasing handle time, improving SLA’s from over 30% abandon rate to less than 10%, decreasing ASA from over 4 minutes to less than 60 seconds, and implementing after call customer survey to demonstrate success.

Improved quality by increasing number of monitors per month from 4 to 20.

Implemented monthly continuing education program.

Increased inter-departmental communications by implementing weekly team meetings, quarterly team building exercises, weekly one on ones with management team, quarterly one on ones with all team members, and began monthly focus groups with marketing.

Reduced annual budget by $400,000.

Pretzer Solutions, Consultant, Cleveland Ohio, 2000 - 2010

Call Center strategist and Marketing Consultant for small to mid-size companies and non profits encompassing a wide array of projects including telecommunication implementations, E-Strategy Development, Content Management, tele-sales and membership programs, and High-End Presentations.

Implemented Nortel PBX, Symposium, for multiple clients

Executed several installations of Shoretel, Avaya IP Office, Several Workforce management systems, IVR, and Quality Monitoring and screen capture Systems for several clients

Led the successful implementation CRM Clarify for Boundless Flight

Managed 2 large scale projects deploying Shoretel VoIP to all Northeast Ohio locations and developing plan to migrate client records and appointment scheduling to Medigate Appointment and Health record management system for PPNEO

The Creative Group, Division Director, Cleveland Ohio, 2007 - 2008.

Leadership responsibility for The Creative Group. The Creative Group® provides a comprehensive range of freelance creative, advertising, marketing and Internet professionals to a variety of companies.

Grew division 27% year over year

Increased hours on billing to highest since 2005 and continue to have record setting weeks.

Received Top Quality Award for TCG for 4th Quarter 2007.

Increased revenue by 12% in 1st quarter 2008

InfoTelis, Director of Marketing, Cleveland Ohio, 2005 – 2007

Successfully building brand awareness in the Cleveland market for a cutting edge product with aggressive time frames and minimal budget.

Launched and managed 8 person cold calling, telesales program in 30 days and monitored success.

Created strategic marketing and business development plan that included Marketing Plan for 2006 and 2007, Marketing Project Plan, presentation for Marketing’s Performance during 2006, report on success of branding during 2006, enhance reporting package, budgeting for 2006 and 2007, team development, sales training, and community involvement. Created and maintained collateral material including White Papers, Case Studies, Articles, Welcome Package, Presentation for Sales Team, brochures, flyers, and other material as needed

Updated 2 corporate websites that included content revisions, functionality enhancements, attractive design, increase Search Engine Optimization and ranking

Created brand image and corporate identity through events, trade shows, community involvement, networking, and professional organizations

Implemented Email Marketing Campaigns that include planning and design, establishing goals, and determining outbound call follow up

Participated on Gold Mine design and utilization through effective use of scripts, Lead Wizard, Campaign Management – E-Mail, Web Import, Manage data and reporting, Lead Source Tracking, Vertical Market Tracking, Cycle to Close Tracking, and Reporting

Equity Trust Company, Director of Client Contact, Elyria, Ohio, 2003 – 2005

Passionate call center leader that was responsible for strategic planning, people management, and technological advancements.

Created and implemented inbound and outbound telesales team

Analyzed and recommend phone system improvements and more effective and efficient utilization of Nortel Call Pilot Auto Attendent and Call Center application. Implemented call center and telephony upgrade within BCM and Call Pilot Call Center

Analyzed data management and implement CRM System utilizing existing Lotus Notes application to increase entire client contact experience and become more sales focused throughout teams.

Increased data capture of basic caller information from around 20% to 60% of all incoming prospective callers in 1st quarter 2005.

Utilized existing Lotus Notes System to create Client Relationship Management system that will track number of contacts for follow up outbound sales calls, capture close ratio by department and agent, and create better understanding of existing clients to market new and existing products.

Ensured staffing to maintain service level of 80% of all calls answered in 30 Seconds or less on Service Team, 90% of all calls are answered in 20 Seconds or less on Sales Team, and each Sales Team Member makes 75 outbound follow up calls per week. .

Little Tikes, Consumer Services & Research Manager, Hudson, Ohio, 2000-2003.

Managed 35 CSR’s, 10 support staff, and 5 direct reports in a primarily inbound consumer call center with 500,000 contacts per year and a budget of $1.8 million per year.

EDUCATION

University of Phoenix Online

Master of Business Administration, Technical Management, Grade Point Average: 4.00/4.00.

Purdue University

Bachelor of Arts, English with Minors in Mass Communications, Journalism, and Political Science, Grade Point Average: 5.35/6.00.

TECHNICAL SKILLS & CERTIFICATIONS

Microsoft Certified Solutions Expert (MCSE)

Online

Currently

UCCX Advanced Scripting

Raliegh NC

2014

Executive Council Member CCNG

National Organization

2012 - present

RCA Member

Leadership Training

Dale Carnegie Leadership Training

Wilkesboro NC

Hickory NC

Cleveland OH

2010-present

2011

2006

Polycom Certifications on IP Phones

Cleveland OH

2006

Sylantro Soft Switch Training

Cleveland OH

2006

Malcolm Baldridge Symposium presented by the Ritz

Cleveland OH

2005

National Real Estate Investors Leadership Training

Columbus OH

2005

Nortel VoIP

Elyria OH

2004

Nortel BCM

Elyria OH

2003

SPEC IT Project Management Certification

Tulsa OK

1999

PeopleSoft

Tulsa OK

1998-2000

Nortel Symposium & Option 11-81 PBX

Plano TX

2000

Blue Pumpkin, GMT Planet, TCS, Call Copy, and Verint WF Applications and Quality Assurance software

Various

Various

All Microsoft Applications

Various

Ongoing

SQL & HTML Scripting

Tulsa OK

1998

Remedy's Action Request (AR) System

Houston TX

2000

Crystal Reporting

Chicago IL & Cleveland OH

1999 & 2001

ACTIVITIES AND AWARDS

Speaker and Writer for CCNG and BizSummits on Call Center Programs

2012 -- Present

Volunteer Goodwill Call Center Program

2012- Present

Volunteer Providence High School NCJROTC Program

2012 –Present

Volunteer St. Matthews Hunger Organization

2014 - Present

Mentor Queen’s College

2013

Member of Boone Chamber of Commerce

2010 - 2011

Coach for Power of the Pen Program

2009 - 2010

Volunteer and Media Chair for ADA Cleveland

2006 -2010

Winner of Distinguished Sales & Marketing Exec in Northeast Ohio

2007

Advisory Board at ITT Technical

2006 - 2007

Athena Award Nomination

2006

Member of SME Cleveland

2006 - 2008

Member of Body of Knowledge Task Team COSE

2006

Member of Community Involvement Task Team COSE

2006

Volunteer IRTF

2004 - 2010

Volunteer St. Herman’s House

2005 - 2010

Vice President of Home and School Association

2005 – 2010

St. Edward’s Mothers Club

2001 - 2005

Member of SOCAP & ICMI

2001 - 2005

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