732-***-****

Joanne Harden

acy305@r.postjobfree.com

Areas of Expertise

Customer Focused

Project Management

Calibration / Training

Business Development/Sales

Leadership

Process Improvement

Recruit/Coach /Mentor

Continuous Improvement

Communication

Quality Improvement

Organizational Training

LSS Greenbelt trained

Professional Experience

Sales / Sales Management /Quality Manager

Currently sell P&C policies, developed a telemarketing sales team, sold telecommunications services and provided dedicated support to Fortune 500 accounts

Sell auto, home and umbrella insurance policies through direct sales and agency channels in numerous states

Led telemarketing team’s efforts to cultivated sales and increase the efficiencies of the P&C insurance sales team

Created call handling scripts, QA guidelines, and served as SME for the predictive dialer capabilities

Evaluated the quality of vendor purchased leads and identified no-cost remarketing leads for telemarketing efforts

Benchmarked metrics, implemented PDCA methodologies, implemented A/B process analysis to show best practices

Managed the resolution of application, product, and billing issues & coordinated installation/upgrade of IPLs

Provided presentations to customers and conducted proactive and issue-driven customer visits

Increased add-on services by 10% in 3 months through account profile review, client touch points & assessment

Routinely surpassed sales goals and received numerous top sales achievement awards

Customer Service Manager

Managed daily operations, staffing, and training

Monitored ACD system, trouble ticket process and resolved customer issues

Led the quality improvement initiative & telephony-data integration project

Increased response time for inbound calls through analysis of call volume trends and staff training which resulted in a 50% reduction in customer voicemail messages

Created cohesive team between customer service management and external service technicians that resulted in customer issues being resolved within 2 weeks opposed to 4 weeks

Provided performance reviews and continuous motivational initiatives through mentor sessions which resulted in a more professional and fulfilling work environment

Defined management team and customer service representative levels and roles & responsibilities

Ensured contract employees were prepared for ISO 9000 compliance audits by Underwriters Laboratories

Project managed weekly cross-functional team meetings with Customer Service, Engineering, Operations, Provisioning, Billing and Finance to address service issues and initiated resolutions

Handled corrective and preventative actions & initiated quality plans to review with Executive team

Reduced Abandon Rate by 15% & improved customer satisfaction through training and improved processes

Transitioned team from an onsite supervised environment to an autonomous work environment

Sr. Marketing Manager

Managed marketing activities related to the Next Generation Networks (NGN) Call Agent product Tracked key account activity of the Telcordia Call Agent marketing plan

Executed marketing communications activity for the Telcordia Call Agent: managed tradeshows, speakers and events, product marketing calendar and NGN telcordia.com content

Successfully presented the Telcordia NGN product in tradeshows in the US and abroad

Provided Telcordia Executives, Finance, and SAIC Corp. with sales pipeline forecast

Project managed the NGN opportunity portfolio that had a monthly pipeline averaging five million dollars

Business Development / Vendor Manager

Assess the feasibility of sales opportunities after evaluating updates from the Business Developer

Handled and resolved application/ version issues for Telcordia’s Standard Environment’s 3rd party software vendors

Facilitated monthly Vendor Management presentations & researched vendor products /technical directions

Negotiated volume license purchases and Value Added Reseller (VAR) agreements with Corp Procurement

Ensured SE approved vendors and software versions were adhered to by all Telcordia Developers

Quality Analyst / Trainer / Human Resources

Provided quality improvement plans, implemented telephone skills training and hired/mentored representatives

Observed work flow interaction among business units in order to improve efficiency, streamline functions, and categorized the focus points for development

Made process improvement recommendations to senior management through a detailed project plan

Spearheaded morale & confidence building through continuous-improvement meetings/activities

Wrote performance appraisals and created targets and objectives for individual contributors that correlated to the organizational goals

Project Manager

Managed projects within the Verizon International Customer Service Center and the Telcordia Technologies Information Technology Center (ITC) through detailed project plans

Managed the Telcordia Call Agent product opportunities through monthly status, revenue, and Call Agent trial activity reports

Managed the Information Technology Center Software releases and facilitated weekly meetings

Maintained project schedules on a weekly basis, analyzed reports to communicate project progress and performance

Prepared requirements documents, scope, schedule, risk & issues logs and required weekly updates from all members

Provided client focused support from project launch to account maintenance phase & monitored timelines

Handled the computer based training (CBT) web curriculum exchange and the product and SOAK testing

Managed the NGN initiative Cable Solution efforts & spearheaded the ITC Training Coordinator responsibilities

Represented NGN Business Development in Cross-Business Unit RFP Proposal Improvement Team

Employment History

Plymouth Rock Assurance, Red Bank, NJ 09/2013-Present

Insurance Agent

Telemarketing Sales Supervisor

Johnson & Johnson, Piscataway, NJ 08/2012-5/2013

Customer Service Supervisor

Crest Furniture, Dayton, NJ 11/2010-10/2011

Customer Service Manager

Quality Analyst

Verizon Business, Piscataway, NJ 10/2003-12/2008

Customer Service Supervisor

Telcordia Technologies, Inc, SAIC, Piscataway, NJ 2/1999-12/2001

Sr. Marketing Manager

Project Manager

Vendor Manager

MCI International, Piscataway, NJ 7/1991- 12/1998

Quality Manager

Customer Service Supervisor

Sales Specialist

Education and Certification

Bachelor of Arts: Psychology, Rutgers, The State University of NJ, Douglass College, New Brunswick, NJ

Certification: Criminology, Rutgers, The State University of NJ, Douglass College, New Brunswick, NJ

Project Management, Rutgers, The State University of NJ

Lean & Six Sigma Green Belt, Rutgers, The State University of NJ

License: *Property & Casualty

Additional *Rutgers Mini MBA: Business Essentials (Rutgers CMD certification)

Training: *Mini MBA Program: Strategic Management Group, Inc.

Technical Skills

Salesforce, MS Office, Predictive Dialer, Call Center Reporting, Trouble Handling Systems, MS Project, ACD, SAP,

Volunteer Memberships

*Make-A-Wish - Wish Grantor & Program Svcs Committee * FASGMC – Facilitator & Member

*Travel & Rec. Soccer Coach - AMSC & OBGS *Softball Coach - St. Joseph School

*Troop Leader - Girl Scouts of the Jersey Shore * Verizon Foundation - Member

Contact this candidate