PROFESSIONAL EXPERIENCE:

Confidential

Manager - Call Center

Responsibilities:

• Manager a group of 20 to 25 Call Center Agents in the Outbound Call Center Environment. Oversee all aspects of center from reporting, attendance, payroll, performance management and all operations. Includes working with a national sales force to provide them with appointments with business owners regarding the purchasing of an online directory. Conduct coaching and mentoring the team in all areas of customer interfacing, call management and influencing customers to set appointment by providing value and benefit of the product.

Confidential

Responsibilities:

• Participate in Auctions both in-house and online. Role is that of both a buyer and seller of various types of merchandise. Primarily dealing with collectibles and oddities but have expanded into other areas. Business model consist of various purchasing and selling channels both online and non-online. Identify inventory value, identify channel best suited for buy/sell and ensure a constant flow through these channels.

Confidential

Director - Customer Care

Responsibilities:

• Had an opportunity to build the Customer Care Center from the ground up. Started with 4 Coordinators and expanded to 65+ within the first 3 years of operation. Successfully manage an annual budget of 5 Million plus without ever surpassing a plus/minus margin of 5%. Care Center supported automobile dealers within the entire wholesale vehicle transactions life cycle both at the physical Manheim Auctions as well as several online exchange tools.
• This covered all aspects of support including 15 plus applications, bidding, buying, selling, financial transactions, vehicle transport, post vehicle inspections, vehicle body work and arbitrations while acting as liaison between customer and physical auction locations as needed. Achieved less than 30 sec Wait Time and 5% Abandoned Calls on a consistent basis while exceeding 95% First Contact Resolution. Maintained a less than 10% annual attrition rate, able to promote and reward associate hard work and s.
• Knowledge Management Program, Automated and Quality Tools / Program, Resource Analytics as well as enhancements and upgrades to Interaction Client Phone System. Facilitate and project managed the transition to a new facility with state of the art monitoring system, open and collaborative seating environment, as well as innovative and forward thinking break areas for employees.

Confidential

Senior Manager - Customer Support Services

Responsibilities:

• Managed a team of 45 to 60 Technical Analyst supporting over 70 Applications (Such as Siebel CRM, Lotus Notes, XP Office, Various Custom Applications) and other various Hardware Components (Toshiba/Dell/IBM Laptops, Printers, PDA’s, Power Supplies) in an E-PHARMA environment. Target Users regarding support are Pharmaceutical Field Force Representatives (Supported 7,000 users across U.S. and Puerto Rico). Help Desk Team consisted of various skill sets and roles such as Knowledge Engineer’s, Trainers, Hardware Asset Coordinator, Supervisors, Reporting, Project Managers and more. Prepare and interact with Auditor during all ISO: 2000 Audits.
• Implemented various innovative programs within the Help Desk environment including but not limited to, Knowledge Effectiveness Codes (Allows for Identification of Value regarding Knowledge Utilized), Contractor Incentive Plan (Decrease attrition in area of temp staffing, ultimately leading to overall increased margins from 35% to 45%). Multiple Customized Reporting Tools (Client Focused), Customer Survey Program - IVR Driven (Maintained a > than 95% Customer Satisfied Rating throughout).

Confidential

Senior Manager

Responsibilities:

• Knowledge Management Business Operations - Managed a Team of 9 Direct Reports and over 70 Associated Matrix Resources - Responsibilities include Usage and Effectiveness of Knowledge Management Program - Utilization and Management of resources across the KM organization and Customer Care Operational Associates in a Matrix format. Drive Knowledge Management Metrics in all phases Concept, Development, Implementation, Reporting and Output Analysis (Creation of KM Metrics Database Creation of Knowledge Management Value Equation - Demonstrated the value to the business in all areas of Knowledge Management efforts.

Confidential

Manager - Customer Care Support

Responsibilities:

• Managed a team of 12 to 17 Call Center Agents in all aspects of Call Center functions. Knowledge Tool Champion for the Call Center which involved overseeing all functions and metrics relating to all aspects of troubleshooting. Complete understanding of Call Center Incident Management and Problem Resolution Tools. Facilitate Traction meetings with Knowledge Engineering Team to improve business in areas of Productivity, Capacity and Remote Resolution of Incidents.

Confidential

Technical Support Specialist

Responsibilities:

• Provide technical support to the Field Organization for a multitude of products in both Retail and Mid Range Computer space. This included such areas as, Mid Range PC’s and IBM PS/2’s all which are Point of Sale Back Office Equipment. Provided on a variety of Retail Terminals and Peripherals including a wide range of products. In addition to these, provide technical support for various communication schemes - Ethernet, Token Ring, LAN, WAN and DLC. Authored Technical Bulletins that were used in the field for Customer Support and d as needed.

Confidential

Customer Engineer

Responsibilities:

• Install and maintain a variety of both Retail and Non-Retail products including Retail Point of Sale, Network Products (Cray, DCX), Disk Arrays, Mid Range Computers, Satellite Systems. Trained on and exposed to software applications such as Windows, Windows NT, Novell 3.11 and UNIX. Was assigned to Act as Interim Level 1 Manager for a period of six months.

Confidential

Responsibilities:

• Supervised and participated in all aspects of Confidential Operations upon an Aircraft Carrier. Supervised various work details and renovation programs during in port periods. During on ship assignment completed various Leadership, Fire Fighting, Aircraft Handling courses. The Commanding Officer ed the Armed Forces Expeditionary Medal for exemplary