Customer Service Quality Assurance

DIANE SMITH

**** ********* *********, ** *****

**************@*****.*** • 801-***-**** c

SENIOR OPERATIONS EXECUTIVE

Strategic Direction / Customer Service Excellence / Change Leadership / Training

Corporate Communications / Client Management / Process Improvements

Dynamic senior leader with expertise in directing operations, human resources, account management, customer service, training programs, growth initiatives, and change projects for established and startup Fortune 1000 organizations. Extensive experience in rapidly building and guiding sizeable, cross-functional teams, with keen insight and understanding for what drives effectiveness and productivity at all levels. Profit-minded manager, excelling in fast-paced environments, efficiently managing parallel projects, while simultaneously administering budget, allocating resources, and reducing costs to surpass objectives. Strong communication talents for forging solid relationships with strategic partners and developing and delivering valuable training programs.

Operations and Management Strengths:

• Strategic Business & Resource Planning

• Organizational Design & Development

• Process & Change Management

• Sales-Marketing /Operations Initiatives

• Quality Standards / Service

• Training & Development • Budget Administration / Management

• Employee Relations

• Resources/Staffing/Retention

• Performance Management/Reporting

• Internal Systems, Policies & Procedures

• Team Building/ Executive Leadership

CALIFORNIA PACIFIC AIRLINES – CARLSBAD, CA

VICE PRESIDENT OF CUSTOMER EXPERIENCE/HR ADMINISTRATION (2011 TO PRESENT)

Founding member of executive leadership team launching start-up airline promoting “A Better Way” for air travel out of San Diego County.

Developing contact center strategy and business plan for customer experience through all touch points of airline. Budget responsibility for contact center, airports and HR. Marketing liaison with focus on brand and customer loyalty. Identify key metrics and initiatives to ensure profitability and growth. Created employee handbook.

GALILEO PROCESSING - SALT LAKE CITY, UT

VICE PRESIDENT OF CUSTOMER EXPERIENCE/ CONTACT CENTER (2009 TO 2011)

Built world class customer service operation for the leader in advanced payment processing solutions. Defined the customer service role and implemented a company quality program focusing on customer and client satisfaction.

Reviewed all processes within the contact center operation and improved efficiencies by 50%. Developed and implemented customer experience policies and procedures through collaboration with key leaders. Managed the development of tools and resources required to exceed customer expectations. Played key role in data gathering from customers/clients and disseminated key findings. Implemented quality and training program which improved quality scores by 10% within first six months. Created a new business model for staffing that resulted in profitability for the multi-skill, multi-site call center. Negotiated contracts with business partners. Executive leader responsible for BPO global operations. Maintained project plan for implementation of client product enhancements. Actively involved in RFP process.

JETBLUE AIRWAYS – Salt Lake City, UT

Senior Director of Contact Center, Operations and Revenue Integrity (1999 to 2009)

Founded and launched highly successful contact center for award-winning airline, ranked highest in customer satisfaction by JD Power and Associates, serving 59 destinations in 12 countries, with 12,000 crewmembers.

Collaborated with founder and CEO David Neeleman in providing senior leadership and strategic guidance, to develop one of the most successful start-up airlines in aviation history. Built start-up staff of three to over 2,000; orchestrating all aspects of day-to-day operations and call center activities, including oversight for corporate travel, to create a world class contact center. Shaped all processes and procedures for human resources, managed sales team, administered budget of 36 million and implemented cost-cutting initiatives to exceed operational goals. Led all change initiatives, ensuring continuity in delivery of excellent service. Liaised with marketing, human resources, legal, and revenue management to coordinate all internal and external communications. Coached and mentored colleagues; crafted training programs; organized conferences; and conducted team meetings. Instituted and tracked quality assurance and performance metrics, as well as reporting standards.

Selected Contributions:

Generated highest department leadership satisfaction ratings and highest front-line satisfaction scores company-wide.

Slashed corporate travel by 50% through implementation of innovative processes and procedures, and improved reservation productivity with effective quality assurance enhancements.

Chosen as one of only three Directors to spearhead analysis, integration, coordination, and implementation of new Sabre customer service system.

Initiated and introduced successful crewmember recognition and mystery caller programs, as well as numerous return-to-profitability initiatives.

Fortified and expanded leadership capacities through participation in executive leadership coaching and workshops.

WINAIR AIRLINES – Salt Lake City, UT

Manager of Customer Service (1998 to 1999)

Organized and initiated reservations and airport operations for start-up passenger airline with fleet of ten aircraft, serving five southwestern US destinations.

Created all operational, reservations, and quality assurance processes and procedures utilizing Navitaire products, including training programs, to launch new airline. Interviewed, hired, and oversaw training and human resources activities to staff all positions. Directed daily operations, ensuring implementation of cost-cutting measures in all areas. Consulted with executive leadership on service initiatives, tracking and reporting on all performance metrics.

Selected Contribution:

Met all deadlines and exceeded expectations, including hiring and training of 400 staff members, to rapidly set up and establish operations.

SOUTHWEST AIRLINES – Salt Lake City, UT

Customer Service Manager (1993 to 1998)

Ensured superior customer experience for leading commercial airline responsible for safely transporting the largest number of passengers in the world each year, while maintaining the second-largest fleet of aircraft, composed of 542 planes flying into 85 destinations.

Managed, trained, and coached reservations and quality assurance team, including nine assistant managers and 58 supervisors responsible for supervising 1000 customer service agents. Oversaw operations team activities, including monitoring of call volume and overtime requirements. Participated in all union hearings and compiled and maintained hearing records. Revised customer care manual and jointly developed quality assurance monitor forms and programs in conjunction with other managers. Personally selected by CEO and President to participate in senior manager training program.

Selected Contributions:

Attained highest average quality assurance scores out of ten reservation centers.

Created customer care help desk to support and serve all customers and agents company-wide.

Maintained lowest numbers of union hearings throughout company.

PROFESSIONAL DEVELOPMENT

Executive Coach/ Leadership Development – JetBlue Airways, 2008/2009

Principles of Leadership - JetBlue Airways, 2006/2007/2008

Senior Manager in Training and Networking Skills - Southwest Airlines, 1998

COMPUTER PROFICIENCIES

Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, Business Objects), Kana, Blue Pumpkin, Aspect, eRP, CMS Supervisor, Avaya, and Witness

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