Customer Service Manager

EXECUTIVE SUMMARY

Professional with over twenty years providing excellence in customer service, creating call-handling procedures, monitoring quality assurance, building relationships, retention, managing accounts, motivating, coaching and training staff. Fifteen years recognizing and capitalizing on market trends, strategic planning, generating and maintaining existing business relationships, determining clients’ business needs and implementing the process. Ten years experience managing small to large projects with strong emphasis in planning and monitoring, ensuring that projects are delivered on-time and within specified budgets, managing project relationship within cross functional delivery and matrix environmental teams, managing stakeholders expectations and communications on a continuous basis as it relates to production of the product and the internal and external teams and implementation of the project through all phases of the project lifecycle, gathered requirements, tracked and analyzed data.

Market Planner Manager (Network Supply Chain)

AT&T Contractor Schaumburg, IL 01/2011 – 03/2011

• Managed warehouses inventory levels for new cell site build towers - scheduled need-by-dates, analyzed approaching call-outs within the next four weeks, reviewed past due equipment need by dates, contacted engineers to update projects, using project management tracking tools (Oracle EPL, Teleco-buy, Business Objects, Caspar, Excel (query tables, v-lookups & pivot tables).

• Collaborated with cross functional teams to identify shortages – facilitated meetings with Supply and Market Planners and Upper Management to identify and reconcile gaps and supply shortages, drove Order Management Order Approvals, monitored approvals through the approval hierarchy when the orders were in pending approval status, submitted findings and recommendations through Sharepoint.

• Analyzed back orders status - review backordered notifications, ran engineer reports and contacted the inventory-planning group to research items expected.

• Analyzed future forecasts ensured that orders were in the tool with end-need-by-dates 60-90 from the current date, run engineer reports for the market, sort data by End-Need-By-Dates, compared engineers report to market implementation schedule.

• Allocated constrained demand during periods of constrained inventory work with implementation managers and inventory planners to allocate inventory for callouts based on market needs and proper forecasting.

• Trained new users in the market on EPL, Business Objects tools.

Business Consultant

Olivia L. Bell, Consulting Chicago, IL 1/2009 - Present

Consult, coach and train small business owners and aspiring entrepreneurs on start-up and business expansion, specializing in marketing, strategic planning, project/process management, business development and customer service helping them on how to improve their bottom line by increasing revenue.

9/2010 – 12/2010

• DeCloth Interior Designs - Created price plan for client’s new collection of draperies and window treatments.

2/2009 – 7/2009

• Haven on Earth Health & Wellness Beauty Spa - Implemented and executed a marketing campaign, i.e. brochures, advertising layout, promotional programs and social media communications.

1/2009 – 8/2010

• Near North Alumni Marketing/Fundraiser/ Event Planner - Created, maintained and updated Alumni database for students in attendance from 1980 – 2001. Implemented and executed fundraising events such as meet & greet brunches, bowling parties, and holiday soirée and t-shirt sales to cover the cost for deposits for the “All Class Reunion Prom & Picnic,” raised $4700. Designed website for an “All Class Reunion,” increased traffic and membership to existing Alumni’s websites and promoted events via social networking sites, E-blasts, and websites.

Procurement & Contract Buyer Manager

AT&T Contractor Arlington Heights, IL 5/2008 – 12/2008

• Collaborated on the Just-In-Time initiatives - saved the organization millions by no longer housing inventory in-house, managed the relations between the end-user, stakeholder (Government Agencies, School Districts, Corporate and Non Profit Organizations), and vendors (Avaya, Nortel, Polycom, etc.) ordering equipment, gathered details explaining processes and making recommendations for the most cost-effective equipment, negotiate contracts and stayed within the terms of agreement.

• Purchased voice and data CPE products for end-user clients using service orders from Oracle applications, depleted equipment on hand by determining end-users needs, suggested changes or upgrades as needed within contract obligations. Provided a weekly analysis of inventory on hand to management using Excel, Oracle EDI, ERP and iProcure.

• Communicated details to end-users from vendors on equipment features, ability to understand details, relay information back to end-users, forecast future dates of delivery, and placed orders on hold for full shipment to be received.

• Scheduled delivery dates, authorized pricing, updated price changes with suppliers and internal management, processed returns, status purchase orders and participated in projects surrounding Procurement while resolving discrepancies, issued RMA’s, and maintained contract obligations between the end-user and vendor.

Marketing & Operations/ Business Partner

GaBelle Designs by GAB Oak Park, IL 1/2002 – 12/2007

• Developed and executed business plans and marketing strategy for start-up retail and wholesale women’s apparel business, which resulted in revenues of $235,000 in the first year. Developed initiatives to grow revenues and achieve expense reduction, executed strategic planning processes by rolling out two lines a season, improving service standards and order fulfillment.

• Prepared, managed and budgeted profit/loss statements, accounts receivables, payables, daily expense reports and monthly sales report. Researched, collected and analyzed market data (target markets, segmentations, demographics, geographic and consumer behavior), conducted surveys and feasibility studies for demand.

• Created and managed marketing campaigns to support each season’s collection, capitalizing on cross-selling opportunities, tradeshow support marketing, event planning and fashion trends, achieved customers satisfaction goals by offering exceptional clean lines, and extraordinary customer service.

• Managed operations of the boutique, designed store, merchandising and display, build-out, pricing plan, sales promotions, inventory maintenance, hired and trained staff, and shipping and receiving.

MAC Coordinator/Manager

Pro Staff Employment Arlington Heights, IL 2/2001 – 6/2001

• Responsible for the overall voice and data communications configurations (moves, adds and changes) maintenance of Seimen’s Rolm and Avaya Switch, voicemail, key codes, and paging from AT&T remote site, supervised staff of five. Managed large projects and overall coordination of IBM-SBC Datacom for 3 building complexes.

• Collaborated with cross functional teams on status updates and recommendations of requirements from IT to various departments in the organization such as Accounting, Marketing, Customer Support and Purchasing, making sure that each department was able to understand the process and each other’s concerns. Coordinated the overall service rollouts and implementation to end-users, which included data collection, analysis and service monitoring.

• Resolved service billing, scheduling issues and consulted with clients to assure order accuracy. Processed trouble tickets, quoted due dates and costs associated with orders. Expedited orders to meet authorized requesting requirements and work within compliance of the client’s contractual obligations.

Client Resources Coordinator

American Medical Association Chicago, IL 1997-2000

• Project Coordinator for new client resource center, researched, gathered information, submitted findings, and made recommendations to departmental Executives and IT Managers; determined best method for execution during the conversion process; developed and streamlined the application process.

• Established call handling procedures, training, created processes and departmental resources for newly hired staff of twelve.

• Instructed and assisted physicians, healthcare organizations and accrediting body with the application process. Validated physician’s credentials from various databases and medical organizations making sure they were within JCAHO, NCQA, HIPPA, medical schools and licensure. Received and resolved physicians and managed care groups escalations.

• Monitored and controlled department’s workflow while maintaining the database and reporting. Created query tables and contact list in Access and Excel.

Telecommunications Coordinator/ Sr. Secretary

American Medical Association Chicago, IL 1996-1997

• Project Coordinator for the redesigned of the entire organization served on a team with the department of IT and Building Services/Facilities to move each department, which included over 1200 employees. Daily configuration, addition and maintenance of PBX, voicemail, paging, call accounting and cell phones.

• Ordered voice and data equipment for the organization, negotiated contract terms and cost. Assisted the Director with managing the organizations telecommunications budget of $200,000 and coordinated the payments for each department of the organization. Prepared monthly budget analysis, activity reports, performance summaries, staff reports, quarterly reviews and executive summaries.

• Negotiated contracts and terms for the InterVoice Voice Response Unit, performed systems administration, gathered requirements, made recommendations, facilitated meetings that included Director of Telecommunications, IT, and Department Managers, user acceptance testing, implementation and maintenance of telecommunications equipment.

• Trained company employees on conference calling devices, scheduled conference calls and set-up equipment.

• Responsible for scheduling and dispatching of technician’s daily assignments.

Customer Service Representative

Scott Foresman Publishing Glenview, IL 1994–1996

Customer Service Professional

MCI Chicago, IL 1993–1994

Customer Service Representative

Preferred Entertainment Cable Countryside, IL 1991–1993

Credit/Customer Service Analyst

Thomson Financial Skokie, IL 1990– 1991

EDUCATION

Bachelor of Arts Degree, School of New Learning, Marketing

DePaul University Chicago, IL 2002

Associated in Applied Science Degree in Sales & Marketing

Robert Morris College Chicago, IL 1986

CERTIFICATES

PMP Letter of Certification (24 hrs)

Morton Grove College Morton Grove, IL 2011

Certification of Lean Manufacturing

Daley College Chicago, IL 2008

Basic Operations for Systems Administrators

Inter Voice Technology Dallas, TX 1996

OS Plus General Administrator for Call Processing Systems

ISI Infortext Schaumburg, IL 1996

Fundamentals of Telecommunications

9751 CBX Overview – Release 9004/9005

Norstan Educational Services Plymouth, MN 1996

AFFILIATIONS

Block Club President 2005 - Present

Chairperson, Austin Revitalization Committee –Eyes on Austin 2004 - 2005

Member, Austin Northwest Council 2000 - 2003

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