Operations/Project Manager

ANDREA QUINN, M.B.A., P.M.P.

**** **** ***** ** ****** FL 33547

Mobile 775-***-**** ************@***.***

OPERATIONS MANAGER

Results-oriented, accomplished PMP with 15 years Call Center Operations and Project management experience and a successful track record implementing programs in various industries – including Financial Services, Internet Services, and Telecom. Recent experience includes the successful launch of three call center programs – Technical Support, Customer Service and Collections. A creative leader with strong analytic, communication and resource management abilities. Extensive experience with vendor/client relations, managing service level agreements, and implementing process improvement efforts. Dynamic and focused team player, with a “hands-on” approach to leadership and an unfailing dedication to providing outstanding customer experiences.

CAREER ACCOMPLISHMENTS

Call Center Management

• Ten years experience as a call center manager, handling domestic and offshore centers, in the Internet Services, Telecom, Financial Services and Health Care industries.

• Responsible for strategic planning, profit and loss management, recruiting, training, and coaching of multi-disciplined teams.

• Expertise in corporate, consumer and government support environments.

• Managed up to 11 Supervisors and 185 contact center agents, including offshore and outsourced vendors.

Call Center Process Improvement

• Over seven years experience as Project Manager, serving as technical liaison between IT and Customer Support/Sales organizations.

• Decreased absenteeism 40% by implementing Performance Standards Policy and Positive Discipline program.

• Increased accounts receivable cash in-house $250K/month by implementing new technology for automated check debit program.

• Designed and executed new product integration process. Reduced the time to successfully introduce new products into Operations from 3 months to 6 weeks, on average.

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Business Skills

• Fully versed in MS Office skills, including Word, Excel, Project, PowerPoint and Visio.

• Experience soliciting, negotiating and managing vendor contracts.

• Unfailing dedication to quality. Focused on building a customer-centric environment where employees are empowered and expected to meet performance objectives while delivering exceptional customer service.

• Strong team player. Able to work independently or in team environment to accomplish goals.

• Excellent communication skills. Able to communicate concisely and effectively at various corporate levels – from staff to CEO.

• Flexible, focused leader. Able to internalize corporate vision and lead by example in an atmosphere focused on meeting department and organizational objectives.

• Analytical, creative problem solver.

PROFESSIONAL EXPERIENCE

FIRSTSOURCE SOLUTIONS, Reno, NV and Colorado Springs, CO 10/07 – 1/09

(Client reduced outsourced business in 01/09 resulting in reduction in workforce at Firstsource.)

Director, Customer Support

Managed 3 call center support programs across two geographic centers. Designed and documented workflow; participated in client business reviews. Managed Service Level Agreement compliance; drove continual process improvement against industry best practices. Exceeded Profit and Loss targets on each program.

• Led inbound/outbound technical support team (Nevada relocated to Colorado), 11 seats (1 Supervisor.) Improved profit margin by 15% within 60 days, through process redesign. Worked with Telecom department to implement automated call monitoring system. Documented requirements and tested, to ensure client contractual adherence.

• Managed 175 seat (10 Supervisors) Collections Unit (Colorado) during acquisition transition; maximized client performance targets within 90 days. Identified and worked with client to resolve auto-dialer system issues and CRM defects.

• Launched inbound bi-lingual Credit Card escalations unit (Nevada), 50 seats (3 Supervisors). Co-managed program with India center counterpart. Coordinated with offshore (India) support staff (workforce management, quality control and training) to ensure client metrics were achieved. Identified several call routing errors on client IVR.

AMERICA ONLINE (Internet Services), Dulles, Virginia 04/06 – 11/06

Contract Project Manager – Customer Service

Contract Project Manager for Customer Support functions of newly developed security product.

• Assisted in launch of near-shore (Canada) outsourced technical support center, including

ANDREA QUINN, M.B.A., P.M.P. Page Three

creation of customer care policies, procedures and workflow.

• Documented product requirements.

• Managed project schedule and milestones, including, vendor relations, design and

development activities.

• Interfaced with project sponsor and stakeholders regularly, providing status and progress

reports.

• Project managed in matrix team of approximately 8 – 12 Developers, Designers, Systems

Engineers, and support personnel using Agile development process.

COSULTANT, HEALTH FAIRS PLUS, Herndon, Virginia 11/03 – 7/04

Strategic Operations Consultant (part-time)

Assisted owner define growth strategies, with focus on business process redesign, technical writing, and performance metrics measurement. Prepared progress reports and Return on Investment studies for new technologies. Solicited and negotiated contracts with outside vendors.

HEALTH FAIRS PLUS, Herndon, Virginia 4/02 – 11/03

Operations Manager

Initiated new business concept to organize corporate health fairs, generating $250K in annual profits within the first year. Regularly interfaced with clients, vendors and business owner.

• Created scope, requirements, schedule, budget and workflow for new business concept.

• Worked with contracted vendors to implement websites, audio and print fulfillment, and telecom solutions.

• Achieved sales objectives by cold calling, networking, and obtaining referrals from corporate and healthcare professionals to participate in health fairs.

• Documented process flow and policies/procedures manual (which was published nationally to medical community and used as the basis for web-based training sessions.)

• Full Profit and Loss responsibility.

JACOBS RIMELL, INC., Reston, Virginia 01/01- 11/01

(Company closed US Operations in 2001 due to poor sales. US positions eliminated 11/01.)

Senior Project Manager, Americas

• Oversaw successful delivery of global products and services to broadband and telecom

providers.

• Interfaced with client and prepared reports to demonstrate successful performance against

Service Level Agreements.

• Analyzed business and system requirements, designed and implemented solutions, and

trained clients.

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PSINET (Internet Services), Herndon, Virginia 09/97 – 12/00

(Company went out of business in 2001; reduction in workforce began 12/00.)

Operations Manager – Business Planning (1998 – 2000)

Coordinated launch and performance of near shore technical support center (Canada), participated in contract negotiations and measured SLA adherence. Improved business processes while directing six Project Managers and Systems Analysts. Worked on product development support team to launch private labeled ISP product.

Project Manager – Business Planning (1997 – 1998)

Developed strategy for two North American call centers (250 seats total) through successful project planning, vendor management, and budget administration.

APC SPRINT SPECTRUM (Telecom), Herndon, Virginia 4/96 – 9/97

(Major investor, Sprint, purchased company and relocated call center out of state in 1998.)

Customer Care Manager

• Directed daily operations of 24/7 inbound call center, managing 6 Supervisors and

overseeing the activities of 100+ Customer Advocates.

• Built effective technical support, activation and retention teams.

• Lead process improvement initiatives to ensure successful performance against service

level targets.

• Standardized, maintained, and tracked internal and interdepartmental information flow by

creating and staffing Communications Supervisor position.

CELLULARONE (Telecom), Greenbelt, Maryland 1992 – 1996

Manager, Customer Care (1995 – 1996)

Assistant Manager, Collections (1992 – 1995)

Corporate Collector, Collections (1992)

EDUCATION

Master of Business Administration, AVERETT COLLEGE, Fairfax, VA, 2000

Bachelor of Science in Psychology, UNIVERSITY OF MARYLAND, College Park, MD, 1996

PROFESSIONAL TRAINING AND CERTIFICATIONS

Project Management Professional, PROJECT MANAGEMENT INSTITUTE, 2007

Project Management Certificate, UNIVERSITY OF NEVADA, RENO, 2007

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