Customer Experience Vendor Management

Deanna Paris

******.*******@*****.*** • 920-***-**** • 2535 Village Ln Oshkosh Wisconsin

SUMMARY

Strategic Senior Vendor Manager with over 15 years of experience in vendor management, telecommunications and operational leadership. Adept at leading global teams, managing budgets, and negotiating contracts, demonstrated by successfully leading a team of 8 Vendor Managers, supporting 14 Global Customer Centers across 8 countries with 1,500 agents and a $36M budget. Proven ability to drive operational efficiency and improve customer experience through initiatives such as Vendor Scorecards and automated Agent Time Tracking. EXPERIENCE

Indeed, Inc. - Sr Manager Vendor Management Org

Jul 2022 - Present

● Led a team of 8 Vendor Managers, managing a $36M budget, and supporting 14 Global Customer Centers across 8 countries with 1,500 agents proficient in 13 languages.

● Spearheaded the development of Vendor Scorecards, Agent Assist AI initiatives, and an automated Agent Time Tracking and Invoicing System, enhancing operational efficiency.

● Optimized vendor partnerships by managing RFP processes, invoicing, and purchase orders, and oversaw comprehensive contract negotiations including MSA, SOWs, and DPAs.

Spectrum - Senior Global Vendor Manager

Jan 2017 - Jul 2022

● Facilitated the onboarding, support, and management of onshore and international customer care vendor relationships, enhancing vendor performance and operational efficiency.

● Directed vendor performance to consistently achieve key performance metrics for 1,000 to 1,500 agents, improving service delivery and customer satisfaction rates by 3%.

● Conducted monthly invoicing reviews and approvals, managing expenses ranging from $5 to $10 million, ensuring financial accuracy and budget compliance. Charter Communications - Senior Workforce Development Manager Jan 2009 - Jan 2017

● Managed operations for a virtual 100-seat multi-center regional fulfillment center, consistently achieving an average service level of 87% by implementing strategic operational improvements.

● Spearheaded contractor staffing for 350 technical contractors, ensuring effective forecasting, onboarding, and seasonal staffing strategies.

● Led the Customer Experience Transition Team, enhancing internal employee and external customer experiences, measured by a 4% improvement in customer satisfaction rates. Charter Communications - Divisional Training/Marketing Communications Director Jan 2001 - Jan 2009

● Managed the budget, scheduling, and daily operations of a divisional training team across multiple states.

● Conceptualized and implemented an enterprise-wide sales and coaching database along with a marketing tracking tool,enhancing data accuracy by 20%.

● Engineered e-learning programs and virtual training tools, including 360-degree assessments and personal assessment tools,increasing training completion rates by 32%.

● Achieved a 7% year-over-year increase in upsell sales for a 300-seat sales center by implementing targeted sales initiatives and incentive programs.

● Collaborated with IS to automate regional billing system processes, resulting in improved efficiency and reduced system runtime.

● Developed comprehensive training programs for sales and customer service teams. BCBSUW - Medicare Blue Medicare Advantage Program Ops Director Jan 1998 - Jan 2001

● Launched a Medicare Advantage Plan, driving initial engagement and enrollment.

● Developed a comprehensive program that received review and approval from HCFA.

● Managed operations for Claims, Enrollment, and Customer Service departments to ensure seamless service delivery.

EDUCATION/Certifications

University Wisconsin Oshkosh

Bachelors • Business Administration/Journalism

ACOP - Certified Outsourcing Professional certification SKILLS

Vendor Management Operations • Workforce Management • ACOP • Training • Process Improvement Customer Service • Sales • Salesforce • Zendesk • OMNI Channel • Marketing Communications • Strategic Initiatives Budget Management • Cross-Functional Team Leadership Global BPOOperations • Contract Negotiation • Workforce Development • People Management • Marketing Strategy • Vendor Scorecards • Agent Assist AI initiatives • Agent Time Tracking and Invoicing System • Property Casualty Software • JIRA • Tableau • Paul Harris Fellow

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