Project manager, Customer Service Manager, Call Center, Procedure Anal

LY-DANA V. HILL

**** **** ***** ***** • Oak Lawn, Illinois 60453 • 708-***-**** • ******@*********.***

PROFILE

Consistently top-producing administrative and customer service management professional with more than 21 years of progressively responsible experience in leading teams to achieving organizational objectives. Strong interpersonal, organizational, and analytical skills enhance my capacity to initiate and promote profitable changes and build crucial partnerships among diverse groups of internal and external clients. Highly regarded for the ability to manage projects and provide superior customer service. Career as an innovative, successful manager is complemented by relevant advanced formal education.

Customer Relations • Team Leadership • Contract Management • Operations Management

Project Management • Policy Development • Special Projects • Team Motivation • P&L

Account Expansion • Report Generation • Joint Ventures • Performance Evaluations • Hiring • Billing Administration • Process Improvement • Order Processing • Presentations

Staff Management • Training & Development • New Business Development

Process & Procedure Writing • Contract Auditing

Call Center Development & Supervision

PROFESSIONAL EXPERIENCE

XEROX CORPORATION 1979–2011

Account Operations Manager, Chicago, Il, 2007–2011

Managed a 15-20 member team of client associates, to ensure compliance with service level agreements.

Provide statement of work goals, and achieve objectives; focus was in copy center print and production, the mailroom, and docucare equipment management and maintenance. Managed the Operational P&L for 12 concurrent accounts. Supervised site operations to fulfill contractual obligations, meet client expectations, generate new business, identify expansion opportunities, deploy business-growth initiatives, and streamline processes.

• Provide resolution for disputed invoices, as well as any other issues related to sales contract terms or equipment service issues.

• Maintain monthly records of results for all services provided, as well as level of service requirements.

• Developed meeting packages to include monthly reporting charts and documents for review of level of service results.

• Provide monthly communications to all associates outlining any and all program changes or updates.

• Process paperwork for request for supplies or returns, and process request for escalation of all unresolved service issues.

Manager, Customer Operations, Billing Adjustment, & Audit / Inquiry

GE / Xerox Capital Service, Rosemont, Il, 2004–2007

Managed a team of 15 to 20 employees in billing-adjustment processing and inquiry resolution. Audited client contracts for compliance, validated and approved adjustments. Monitored daily inquiries, and call volumes to ensure proper routing and balance. Compiled and organized data and analyzed inquiry performance relative to organizational metrics. Forecasted monthly outlooks to identify shortfalls and define necessary actions to meet metrics. Evaluated staff through a documented performance improvement process; produced analyses of attendance, workload, inquiry resolution, and adjustment processing.

• Improved customer satisfaction with the successful implementation of a centralization project:

• Decreased inquiry lag-time and maintained a 70% resolution rate in 10 days or less.

• Reduced inquiry aging span and maintained at 30 days.

Manager, Customer Operations Support, Park Ridge, Il, 1998–2004

Managed a team of 15 to 20 customer business representatives tasked with processing orders.

• Reduced backlogs and improved customer satisfaction through the execution of a centralization project.

Program Analyst / Policy Writer & Developer, Process & Procedure

Park Ridge, Il, 1994–1998

Analyzed business, operating processes and devised the most effective and efficient methods of accomplishing credit and billing activities. Researched and interviewed internal and external clients to ensure processes, procedures, policies, and job standards were appropriate and adhered to all rules and regulations. Performed onsite assessments of all documented information, to ensure that only current, valid, and accurate information was used in processing daily activities. Reviewed and analyzed all requests for updates in process, procedure, and policies. Published newly developed and updated information and distributed company-wide.

• Documented and updated more than 75 procedures, 30 processes, and 25 policies.

Supervisor, Customer Service Support Center, 1990–1994

Supervised a team of 10/15 Customer Care Representatives. Input all necessary information into the Aspect ACD phone system relative to agent info, call type and wrap codes. Developed daily call routing and telephone schedules by analyzing historical data of call patterns. Monitor adherence to schedules to ensure proper coverage of telephone lines throughout the day. Assist Reps with resolving customer issues, monitor calls to ensure proper customer service skills are being used, customer satisfaction is obtained, and timely and accurate resolution of customer inquiries are handled in accordance to documented processes and procedures.

• Successfully completed project to implement a Customer Call Center.

• Gather / analyze data on call center operations, best practices, and staffing requirements

• Assist Senior Managers with the call center implementation project

Lead, Customer Relations Group, 1988–1990

Lead Representative, Mass Marketing Administration, 1985–1988

Traffic Payment Analyst, 1979–1988

EDUCATION

COLORADO TECHNICAL UNIVERSITY M.S. IN MANAGEMENT PROJECT MANAGEMENT, 2006

UNIVERSITY OF WISCONSIN B.S. IN EDUCATION (K-12), 1976

OTHER EDUCATION & PROFESSIONAL DEVELOPMENT

Xerox University, Certified Lean Six Sigma, Green Belt, 2008

Downer’s Grove College, Business Administration Courses, 15 Hours, 1985

Graduate Certificates: Business Management • Change Management • Project Management

TECHNICAL CERTIFICATIONS, TRAINING, & SKILLS

Certificates of Achievement: Windows • Customer Service Skills • Effective Delegating • Lean Six Sigma (Green Belt Certified)

Training: Professional Writing Skills • Interviewing Skills

Skills: MS Word, Excel, PowerPoint, Mail, & Outlook • Adobe Acrobat • CRM Software

Oracle •People Soft • Aspect ACD System • Excite • Intelligence Assistance (IA) • Legacy Systems • Docu Share • Visual Basics • X-One • Electronic Order X-Press

Contact this candidate