Video Introduction
Coming soon…
My Résumé
Objective
Seeking leadership role in Contact Center Operations to drive organization toward achievement of business goals.
Profile
Motivated, personable business professional with a BBA in Accounting and over 20 years of experience in a contact center environment, including 14+ years in a call center leadership capacity. Talent for quickly mastering technology and business applications. Diplomatic and tactful with professionals at all levels. Possess a strong passion for developing people and assisting staff with career advancement. Self-taught in many common business applications such as MS Excel, Crystal Reports and MS Visio. Flexible and versatile – able to maintain poise under pressure. Demonstrated ability to easily transcend cultural and personality diversity which enables me to foster a cohesive team environment.
Skills Summary
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Professional Experience
CONTACT CENTER LEADERSHIP and OPERATIONS
• Manager/Sr. Manager for Abila Customer Support, 10 years:
• Designed/Implemented knowledge management systems
• Implemented ACD Systems (Aspect, Cisco, XO Communications/LiveOps)
• Developed workforce scheduling tool using Excel and Erlang formulas
• Project manager for SCP certification
• Co-managed implementation of hybrid inbound support model
• Created and analyzed reports to facilitate decision-making for team leaders
• Conducted annual reviews for staff
• Customer Support Analyst, 6 years:
• Supported DOS and Windows versions of MIP/NPS Fund Accounting software
• Handled technical troubleshooting for Texas Instruments laptops
• Provided technical support for the initial release of MS Windows 95 operating system
• Call Center Reports Analyst, 1 year:
• Developed and analyzed call center reports for client billing
• Customer Service Supervisor, 1 year:
• Supervised staff of 12 teleservice agents, ensuring my team maintained adequate inbound call coverage provided stellar customer service and adhered to policies and procedures
• Customer Service Representative, 3 years:
• Assisted customers with placing orders from the Sears Catalog
• Aided customers with basic appliance troubleshooting and scheduling service repairs
STAFF TRAINING AND DEVELOPMENT
• Staff Training Manager, 3 years:
• Developed staff training curriculum templates and guidelines which are used as standards for current staff training courses in NPS Customer Support
• Delivered new hire training and orientation presentations to new support staff
• Developed concept and implemented an Analyst Assessment program
• Developed impromptu video presentations for analysts to learn newly implemented tools or procedures
SOCIAL MEDIA MARKETING
• Sr. Manager, Social Media, 10 months:
• Managed multitude of social media business accounts with focus on increasing fan base and optimizing fan base engagement
• Developed and edited content for corporate blogs, internal company communications and external communications
• Assisted with maintenance of Drupal website
• Led mobile app development project with Eventpedia (partner) for two company conferences
Employment History
Self-Employed – Leander, TX, September 2014 – Present
- Sept 2014 – Pres.: Freelance Video Development
- Sept 2014 – Pres.: Freelance Photography
- Sept 2014 – Pres.: Guitar Instruction
MIP/BEST/SAGE/ABILA – Austin, TX, November 1996 – July 2014
- Oct 2013 – Jul 2014: Sr Manager, Social Media – Marketing
- Nov 2010 – Sept 2013: Staff Training Manager – Customer Support
- Oct 2000 – Nov 2010: Manager / Sr. Manager – Customer Support
- Nov 1996 – Oct 2000: Customer Support Analyst I & II – Customer Support
1(800) Service Partners/Cornerstone – Austin, TX
- Jan 1996 to Oct 1996: Technical Support Analyst (Contract) – TI Support Team
Unisys – Austin, TX
- Jun 1995 to Dec 1995: Windows 95 Support Engineer (Contract), Technical Support
Contract Work – San Antonio, TX
- Nov 1993 to June 1995: Held several temporary accounting positions
Sears, Inc. – San Antonio, TX, April 1989 – November 1993
- Jan 1993 to Nov 1993: Customer Service Supervisor
- Apr 1989 to Dec 1992: Customer Service Rep
Education
BBA-Accounting, Cum Laude, 1992
University of the Incarnate Word – San Antonio, TX
GPA: 3.64; Dean’s list in all semesters. Alpha Chi Honor Society
Certifications
Certified Support Manager, 2008
Service Strategies – San Diego, CA