Manager Customer Care

Seaon M. Carter

**** ********** **. ****: 704-***-****

Charlotte, NC 28217 ******@*****.***

PROFESSIONAL HIGHLIGHTS

Seasoned leader with more than 25 years of experience providing services and technology solutions to clients.

Ultimate team-builder and cross-functional collaborator who leads teams to define practices that enable all to succeed.

Customer relationship expert with both internal and external customers, focusing on mutual respect and goals.

Creative problem solver with expertise in multiple disciplines that enables the design of comprehensive solutions.

Effective communicator building strong relationships and openly sharing successes and process improvements.

System-focused manager streamlining work processes and ensuring effective and efficient results.

Solutions-oriented leader focusing on successful business goals, driving team to exceed defined objectives.

CORE EXPERTISE & QUALIFICATIONS

Proven Leadership

Team Building & Collaboration

SDLC Methodologies

Resource/Relationship Management

Project /Program Management

Change Management

Account Management

Metric Management

PMI Practices

Enterprise Implementations

CRM Solutions

Territory Development Expansion

Risk Management

ITIL Best Practices and Standards

B2B and B2C Strategic Planning

Call Center/Support Center Mgmt.

Business Process Optimization

JAD/RAD Sessions

INDUSTRIES & STANDARDS/PROCESSES

Satellite/Cable Television (Billing)

Government Contracting

Education/Training Software

IEEE ISO90001

Agile Methodology

Sales/Marketing

Waterfall Methodology

Time To Market (TTM)

PROFESSIONAL EXPERIENCE

AvidXchange, Charlotte, NC 2020-2020

At AvidXchange, we build software solutions and dedicated service teams that completely automate your accounts payable and payment process, liberating your AP from the endless paper with a digital application that provides you with 24/7 on-demand access.

Process Manager II

Accountable for the end to end efficiency and effectiveness of that process across AvidXchange. Through metrics and API trend analysis, I will recommend Service Improvement Plans with possible solutions obtained from technical teams for the department or business unit.

Selected Accomplishments:

Develop, improve, measure and report on assigned IT processes utilizing the ITIL framework. Review and test assigned processes, including new enhancements, reports, major releases, and data quality requirements. Influence others to deliver best practice operational process through training and coaching. Understand assigned ITIL Process Metrics, Key Performance Indicators (KPI’s), Critical Success Factors (CSF) and perform high depth analysis. Deliver subject matter expertise for assigned ITIL processes. Communicate with stakeholders, Business and Technology Services support teams to deliver appropriate messages on ITIL processes. Provided weekly PowerPoint presentations to C-Level execs of data gathered via ServiceNow to show trends in data as well as identifying and ranking high level incidents and problems.

The Select Group, Charlotte, NC 2019-2020

The Select Group excels in providing managed solutions, and project-based resources to help clients achieve their strategic goals and organizational objectives.

Engagement Manager

Responsible for building and expanding relationships with new clients and assigned clients (Duke Energy, CISCO, Apple, HPE, Leidos).

Selected Accomplishments:

Managed consultants that are assigned to the specific clients. Provided HR needs as well as 1 on 1 management of consultants. Provided weekly reports on consultants to clients to endure deliverables were met. Provided specific Agile reporting to specific clients. Managed on boarding and off boarding of consultants into client’s organizations. Meet with new clients to devise strategic partnerships and business objectives. Provide guidance to recruiters, account managers, and delivery managers.

AMDOCS INC. (formerly DST Innovis), Charlotte, NC 2001 – 2019

AMDOCS, global leader in Customer Care and Billing applications for the telephony industry, acquired DST Innovis, a leading provider of enterprise software applications to the Broadband, Cable, and Satellite (BC&S) television industry in 2005.

Assistant Director

Executed a plan to reduce total open production tickets by 50%. Defined structure/discipline for the production support area: defined common definitions with customer for severity levels and root causes. Provided Crisis and Risk Management expertise to both internal and external customers. Developed process and procedures specific to crisis management as well as problem management. Provided Call Center expertise to enhance call center improvements via measurements across the clients’ footprint. Established key measurements for project management, infrastructure, testing, and support.

Customer Success Manager/Strategic Relationship Director

Manage large-scale product management projects, vendor relations, global product management and software engineering. Serve as a key member of the senior management team with a proven ability to capture market opportunities based on customer understanding. Assist in all aspects of the business unit for strategic planning, competitive analysis, and full product lifecycle execution from requirements through marketing and launch, with matrix business development and product management, marketing and R&D budget responsibility.

Selected Accomplishments:

Provide strategic planning for future billing application upgrade and releases to primary customer which included satellite and cable industry leaders. Manage primary relationships with Comcast, Cablevision, Cogeco, GCI and Adelphia to set expectations of current products and implementation of Customer Relationship Management (CRM) Solutions. Provide Call Center improvements and enhancements to all cable customers via call center visits

Prestige Cleaning/RTY Installations/M.Y. Dogs, Charlotte, NC 2009 - 2011

VP of Human Resources and Marketing

Responsible for the overall strategic and tactical aspects of Human Resources and Organizational Development. Provide an integral role in developing the overall strategic direction of the organization. Create, evaluate, implement, and periodically revise the company's marketing and public relations plan. Wrote and administer the annual marketing budget. Develop marketing programs for new business and new products.

SiloSmashers, Alexandria, VA 1998 – 2001

Sr. Project/Program Manager

Provided leadership and multi-level support to many projects from a consultant perspective. Streamlined processes and procedures per project for maximum returns on investments. Provided open communication across multiple departments within an organization to identify a single view of the goals and objectives provided by the client. Prepared comparative analysis to align departments with the overall goals for their respective projects and/or companies.

Raytheon Data Systems, Montgomery, AL 1996– 1998

Director of Operations

Developed and implemented office policies and procedures in accordance with ISO 9000 for all programs (GSA, NIH, PTO, NAF, and DESKTOP V contracts). Negotiated with vendors to ensure that all processes coincide for an end result acceptable to all parties. Responsible for internal audits and training of new procedures/policies for entire staff. Provided technical recruiting efforts to employ the best creative minds in the area to support a high volume 24/7 support center. Maintained 2M dollar budget for overall operations of the center.

Zenith Data Systems, Tysons Corner, VA 1989– 1996

Database Administrator

Developed and maintained customer database for sales and marketing department. Provided technical support to sales force during trade shows and provided on-site support for legacy applications.

EDUCATION

University of Phoenix - BSB/M Business Management

Control Data Institute – AAS in Computer Information Systems (CIS) (Certification)

Troy State University – Studied Computer Science

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