Manager Customer Care
Resume:
Barbara A. Foxx
Colorado Springs, CO 80921
719-***-**** ********@*****.***
Summary
Innovative professional with extensive experiences and demonstrated competencies in call center management, customer service, human resources, organizational design, sales leadership and team building.
Work Experience
2005 – Present Retired
2003 – 2005 Community Hospital of the Monterey Peninsula, CA
Community liaison – Responsible for marketing and sales through establishing relationships in the community, with doctors, hospitals, community residents and skilled nursing facilities. My focus was on increasing usage and awareness of Central Coast hospice and home nursing programs. I increased usage in hospice care in nursing homes by 95% within my first year in this position.
1999 – 2003 Language Line Services, LLC
Director of Customer Service and Inside Sales – Responsible for developing and managing forecasts and budgets for three departments: Customer Care, Telesales and Fulfillment. My primary focus was on customer satisfaction and delivery of key customer requirements. Additional responsibilities involved developing hiring and pay plans, designing and supporting collections programs, supporting training programs and career development. Met or exceeded all objectives and was top sales department in the company with a revenue base of over $45 million. Consistently ranked as a top manager. Awarded the Century Award for my creative solution to a hiring problem.
1983 – 1999 AT&T
Operations Manager for AT&T Language Line Services call center – Led a team of managers in hiring, training and establishing performance measurements and objectives for three departments within AT&T Language Line Services, as business with a 30% annual growth rate. Led a process team that that created a volume surge / disaster recovery plan which resulted in maintaining service level objectives even during extreme volume surges. Rated among the top managers within Global Mobile Markets. Winner of 1997 VP Global Mobil Markets Award, 1998 Global Markets Achievement Award, 1999 Century Award, and 2000 M&M Award.
Manager and coach for Customer Service Associates – Established and led a team that met or exceeded all of their operational objectives, dramatically improving efficiencies and teamwork. Nominated for the Language Liner of the year award. Winner of 1st and 4th quarter spotlight awards.
Manager; Sales and Service Specialists – Established a team of highly skilled Customer Service Specialist and Account Executives. Created evaluation guidelines, service guidelines and implemented strategies that resulted in a top performing team with 98% customer satisfaction.
Manager AT&T Computer Services Dispatch Center – Directed the implementation and consolidation of AT&T Computer Services Dispatch Centers for the Western United States. Consolidated seven dispatch centers into one center that served the entire Western United States. Managed career transitions for over 60 employees.
Manager AT&T Business Office – Assisted in establishing and organizing the AT&T Business Office for the Northern California area. Managed an account base of one million accounts with monthly revenue in excess of $50 million. Ranked as the number one manager and winner of Counsel of Leaders Award.
Director and Assessor for AT&T’s Assessment Center – Director and assessor for a network of Management Skills Assessment Centers for the 11 Western United States. Developed assessment training, budget guidelines and billing policies. Delivered training and coached managers on management assessment skills used to identify leadership skills in high potential management candidates.
Education
West Valley College
Business Management Certificate / San Jose State University Extension
Professional Certifications and Training
Certified Assessor of Management Skills
AT&T Professional Sales Training
Human Resources Management Certificate
Management Skills and Techniques – American Management Association
Certificate Call Center Management – Incoming Calls Management Institute
Presentation Skills for Businesswomen
Baldrige Assessment Training
Manager Technical training
Professional Supervision Skills
Microsoft Office – Word, Excel, PowerPoint
Numerous AT&T Technical and Management Skills Training Courses
Professional Affiliations
Board Member – Business and Education Associate of the Monterey Peninsula (B.E.A.M)
American Management Associational International
Telephone Pioneers of America
Community Service Experience
Volunteer for Pikes Peak Therapeutic Riding Center
Volunteer Olympic Center
Volunteer for Hospice of the Central Coast, CA
Volunteer for the Big Sur Marathon
Coordinator for City of Monterey Japanese Exchange Student Program
Chaperone for Monterey County exchange students in Japan
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