Customer Service Manager
Resume:
Brigitte Hughes
Katy, TX *****
832-***-**** work
210-***-**** cell
lkffz9@r.postjobfree.com
SUMMARY
Conscientious, highly productive Director with experience in fast-paced call center operations environment supporting Fortune 500 companies. Leadership and analytical skills contribute towards high-levels of customer satisfaction, employee development, and meeting/exceeding company goals. Adept at motivating a diverse work group into maximizing their potential. Able to adapt quickly to changing environments and cultures.
Areas of Responsibility:
Strategize on Shareholder/Customer/Employee goals
Communications with Global teams
Extensive knowledge of CCM principles
Leadership reviews/Performance Mgmt
Establish strong client relationships
Lead team of over 9 Mgrs; 90 direct reports
Sponsorship/participation on EE Teams
Analyze daily/monthly/quarterly reports
Facilitate Quarterly Town Halls
Evaluate/update key performance indicators
Facilitate Quarterly skip levels with staff
Evaluate/manage to G/L and budget
Mentor high potentials within Network
Oversee Various Recognition Programs
Re-engineer Processes for productivity improvement- annual goals
Liaise with Global Teams on strategy
Partner with Forecast/Planning on staffing
Handling escalated customer service issues
EXPERIENCE:
Director- Global Client Services Team- American Express, 707 Cal Thorte CT., Katy, TX 77450 (11/08-Present)
• Develop strategy to support 100 GBP accounts increasing productivity by 100% with minimal incremental expenses
• Oversee management of 300+ client management and service delivery related work streams with success
• Oversight of approximately 60-90 band 30 (exempt ee’s) and band 35 (Mgr level) employees successfully through strong leadership and focus on employee development
• Supporting GBP, Large, and Mid market accounts- with “exceeding” employee goal results and “exceeding” client survey results
• Collaborated in Re-engineering efforts to account for $3.8MM in savings achieved through YTD ’10- hitting re-engineering targets for 2 years in a row
• Oversee functions of a new client advocacy group which include billing, document production, management information, and SDN support
• Responsible for creating, monitoring, trending and measuring processes relating to supporting client mgt with tactical functions
• Analyze overall data/trends/processes/information to improve service delivery support and tools for client growth and retention; data trends from SalesForce.com
• Liaise with Internal/External customers; own the relationship with the client management team; walk through needs assessments by implementing a statement of work
Director of Operations/SDL – American Express, 2840 S. 123rd Ct. Omaha, NE 68144
(3/07-11/08)
Director of Operations/SDL – American Express, 8414 Datapoint Dr. San Antonio, TX 78229
(6/05-3/07)
• Responsible for Performance Centers, with 320 employees in San Antonio then 252 employees in Omaha, supporting various corp travel clientele ranging from smaller $1M SBT accounts to $60M US-based Fortune 500 accts-Key accountability in saving a $40M Investment Banking client in OMA- achieved successfully
• Partnering with various Business Units to ensure our goals are met/exceeded with all our constituents; Shareholder, Customer, and Employee. Customer goal champion in 2007 around CSAT for West Region- resulting in highest performance yet against goal
• Track performance to goal monthly, YOY by using set metrics to gauge B/(W) movement- trending as G1 (best in class) for Customer and Employee metrics (’07)- 4th out of 12 in Network for Shareholder metric in 2007. Trending 1st out of 15 centers in 2008.
• Establish SMART metrics to gauge individual employee goals which contribute to office
• Diversity Champion for West Region (’06) Director Sponsor for Customer Service Network team (’07), Project team member for Clients “First 100 day” Program, Mentor for 2 new Director’s in Network (’07)
• Ownership of P&L and reallocations as needed across Network/Business Units
• Support Network Rationalization efforts by accepting accts from closing offices- implementing the business through effective project management and follow through
• Attend/participate in various client meetings and internal meetings across US helping to form best in class Travel programs globally
Manager - GIS Dedicated Consultants- American Express, 2901 Wilcrest Ste. 450, Houston, TX 77042 (02/04-06/05)
• Manage 25 Dedicated Consultant’s (band 30's) within GIS where 84% of them are virtual
• Responsible for working with several of our 47 GBP clients, managing client expectations as well as internal expectations as it relates to MI reporting and deliverables
• Responsible for establishing cohesive and strong working relationship with Account Development teams as well as clients by visiting them face to face when appropriate, participating in conference calls, and working closely with their DC to achieve their goals in relation to MI
• Work very closely with my peer leadership team across locations as well as across Business groups to ensure we communicate a consistent message to our teams/clients
• Responsible for annual budget of $2Million, exceeding expectations with an overall L2/G2 for PMP '04
• Participated/communicated challenges on several projects such as Decommissioning of PC products and the Decommissioning of HiMark core reporting platform
Operations Manager- WorldTravel BTI, 1776 Yorktown ste. 400, Houston, TX 77056
(06/02-02/04)
• Influenced account procedures/policies by addressing inaccuracies within previous structure by collaborating with current management and recommending direct front-end changes.
• Accountable in making sure compliance was achieved within my team by facilitating monthly staff meetings to ensure awareness and open communication, soliciting for feedback on process improvements and policy interpretation.
• Managing my budget and P&L to come in under our clients’ goal by watching expenses cautiously and verifying noted revenues to ensure accuracy.
• Develop a group of 30 over-all direct reports along with 2 managers, a customer service rep, an on-line booking support agent, and our trainer for the West division.
• Work closely with Account Management to solidify our clients’ relationship by going on-site frequently for live demos with the customer. The result was in an overall 90% customer satisfaction score, the highest achieved for this client.
• Participate on internal “Quality Task Forces” to improve quality on account throughout our division involving Edits, Rebuilds, Missing information, etc.
Team Leader - American Express, 2901 Wilcrest ste. 520 Houston, Texas 77042 (1/98-06/02)
Professional Development Courses:
Emotional Intelligence- EQ
Handling Difficult Situations
Situational Leadership II
Achieving Extraordinary Customer Relations
Diversity Training
Violence in the Workplace/Sexual Harassment
Financial Acumen
Severance Training
Great Call Experience
Authentic Leadership
Totally Responsible Person (TRP)
Myers-Briggs Training
EDUCATION:
Pennsylvania State University- Mt. Alto, PA
Major: Elementary Education
Attended: 1990-1991
University of Phoenix- con’t adult education
through BA course work tied to Organizational Leadership degree
Attended: 2008- ongoing
AWARDS:
PACESETTER AWARD, 1999 - American Express
LEADERSHIP AWARD, 1999 - American Express
LEADERSHIP RECOGNITION PROGRAM - CSO, 2004- American Express
Kim Vismale Leadership Award- Presidents Club, 2007/2008 Recognition year- American Express
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