Resume 7

Experienced Senior Manager/Business Analyst who can lead and manage projects and system upgrades which improve and/or enhance service quality and/or operating efficiencies of field and corporate operations. I have led cross-functional project teams and managed other managers in the planning and implementation of projects and business initiatives by leading by example and setting achievable goals. Identified and defined the need for service and operations improvements along with suggesting new tools to enhance customer care. Developed project plans, business cases, and implementation plans by working closely with Developers and Customer Care. I am skilled in analyzing products, vendors and suppliers for new software and tools. Worked on obtaining consensus and approval for projects and initiatives. Able to provide alternative solutions and recommendations to enhance quality customer care. Tracked and monitored programs and project results. As a Senior Manager/Business Analyst, I have also assisted in the definition and development of CBMS enhancements and fixes. I served as a functional expert on project teams to define project requirements and served as liaison for the field to ensure requirements are met. Experienced in developing test plans and strategies and have conducted User Acceptance Testing of systems and systems fixes and enhancements. Developed and provided input to business process documentation, business workflow and systems training. I have managed the implementation of service improvement programs. Defined and developed communication plans and training requirements and materials. Coordinated and conducted training and on site support for new programs and software applications. Led and directed the involvement of other functional areas as required. Able to use methodologies and tools to track and monitor program or project progress and success. I was required to become a functional expert in all areas of operations which included, inbound call management, customer care, activations, collections, order entry etc. Responsible for identifying improvement opportunities for those areas by observing, benchmarking, researching and getting input from the operations team. Also responsible for identifying issues and facilitating resolution with Corporate and field management and staff concerning systems, service, process and quality. I established and maintained open communications between all functional groups. Led and participated in departmental and corporate quality improvement efforts by working with upper levels of management to determine business requirements and implementation methods.

Other areas of experience include, Call Center Operations, Management and Information Systems with the know-how in managing individuals to achieve results by expanding their leadership skills through development. Skilled in business analysis, business process analysis, ACD reporting, IVR, designing and delivering training, developing and implementing testing of various CRM/OSS/Billing applications. Also skilled in the development of startup and re-engineering of existing call center metrics. I have experience in the CRM, Telecommunications and Bankcard industries with a heavy focus on Management, Business Analysis, and Operations. I have worked with various clients on the gathering of requirements for new CRM/OSS applications such as Clarify, MasterScribe 3.2, and Portal/Infranet 6.0. I am a responsible leader and team player, who is straightforward and dedicated. Well versed in facilitating group meetings and team building exercises using TQM processes to achieve maximum results.

Platforms: Remedy, Knowledge of UNIX, HP-UNIX and some web based systems.

Software: Microsoft Windows 3.1 to 98, Windows NT 4.0, Visual Basic, Microsoft Office including Word, Excel, PowerPoint, Access and Project, Harvard Graphics, HTML, FrontPage, VISIO, and Freelance Graphics. Knowledge of SQL, JAVA, EJB, Unix, Oracle, WebLogic, Tuxedo and VB.

Applications: Clarify 8.5, 9.0, 10.0, Samson/Amdocs, Portal/Infranet 6.0, BSCS, MasterScribe 3.2, Cygent, Lightbridge, DiverCTI, Rockwell, General Accounting, Inventory and Human Resources

Operations Manager, supervising 7 team managers, 8 team leads and 125 plus Financial Services Representatives. Currently acting as interim Site Director managing a 575-seat call center on a daily basis. Ensuring that AHT, productivity and Quality are met consistently. Develop processes to improve efficiency of call center representatives. Assist other Managers in meeting the day-to-day operations. Work with the Budget Analyst to utilize monies effectively and attend budget meetings to discuss future enhancements. Work with Learning and Development to identify training needs of the Managers, Team Mangers, Leads and Representatives. Assist HR in defining and implementing new HR policies and procedures into the call center. Manage various types of issues as they arise and to ensure a quick resolution. Work with systems to ensure that enhancements and upgrades are done consistently and that they meet all user requirements. Assist deployment on the integration of various products, marketing programs and changes to policies and procedures. Act as liaison between Quality, L&D, HR and IT. Identify deficiencies in processes and procedures that prohibit the call center from operating effectively.

Senior Executive Advisor working closely with Federal Express Executive team to ensure that the implementation of the Clarify Suite of products was implemented into the call center successfully. Managed executive level issues and followed through to resolution. Processed various strategic assessments to ensure that the application will be used in a strategic manner and will grow with the customer s business. Managed Executive communication between Federal Express and Clarify and provided feedback. Handled business process reviews and re-engineering to ensure the customer is utilizing the application effectively and efficiently. Made suggestions on how the customer can improve call handling times and automation of manual processes to expedite customer requests within the call center. Indirectly managed up to 16 third party integrators/developers and 4 call center managers by working with them to ensure they understood the processes and procedures for the new CRM application. Identified areas of improvement and worked with the IT department and call center operations to implement the new CRM processes and Quality Assurance procedures. Successfully worked with the Clarify Sales team and Federal Express Executives to renew a 5 million plus license agreement that would total 12 million over a 3-year period. Managed a budget of 1 million for technical resources for the implementation of the Clarify product.

Below are the projects that were undertaken and accomplished with CGE&Y.

Senior Process Specialist working closely with the client on choosing a CRM package for their Broadband Wireless business and call center. Compared CRM packages Clarify and Siebel to ensure functionality, cost and implementation time would meet the customer s expectations. Performed gap analysis on the CRM applications, gather requirements, schedule vender demos for the products and gave industry best practices to the customer. Worked with the customer to develop and implement Customer Care processes into the startup call center. Also compared eCare applications such as Cygent and Clarify s eBusiness to give the customer the functionality of a Fat Client but in a thin client/Web based customer care application. Validated that the eCare applications would integrate with the other CRM and Billing Portal applications by utilizing Vitria middleware. Worked with the CFO to ensure that budget requirements for the CRM applications were met. Managed new call center operations staff as they were employed to educate them on the call center processes and procedures.

Senior Process Specialist working closely with the clients on the implementation of an OSS application Master.Scribe 3.2 . Performed gap analysis on existing and new applications, gathered requirements for Order Entry and application processing for new customers, demoed the product to the customer and gave industry best practices to ensure functionality and efficiency of the product. Managed and developed processes for their internal Helpdesk by working indirectly with 3 managers and 4 helpdesk personnel by utilizing the Master.Scribe application.

Senior Process Specialist working closely with the clients on the implementation of an OSS application Master.Scribe 3.2 . Managed project teams that included up to 20 managers and supervisors. Executive liaison between Nextlink and Eftia to ensure open communication and resolution of issues. Performed gap analysis on existing processes and procedure and new gathered requirements, demoed the product to the customer and give practical industry based processes to the customer to ensure functionality and efficiency of the product. Worked with the customer to define and document new process flows that would enhance the level of customer care and to reduce the Average Handling time of the CSR.

Senior Tester, who managed, developed and implemented the testing of new applications to the business. Applications consisted of Portal/Infranet Billing System and BOSS Eftia OSS application on a Remedy based platform . Worked side by side with existing management team to utilize the customer s requirements to develop the necessary test cases. Used a standardized test case format using Excel. Ensured that each test case was documented with expected results and actual results. Documented errors and bugs on an issue log. Worked with the developers to ensure that issues were understood and corrected in a timely manner. Once issues were resolved, processed test cases again to validate that the errors and bugs were fixed. Processed weekly status reports showing status of all test cases. Once implemented, assisted in the call center to ensure functionality.

Managed and trained up to 150 call center employees on the implementation of the Portal/Infranet Billing System application and Internet Based Order Entry. Provided training that was designed to give individuals a hands on approach to learning the applications. Created training manuals that utilized step-by-step processes and screen prints. Delivered the training using real life situations in which the class was able to relate too and handle as if dealing with live customers. Provided one on one training and development when necessary.

Call Center Manager managing a new startup call center. Grew the call center from 26 CSRs to a total of 300 plus CSRs and from 4 supervisors to over 25 supervisors and from a 5-day workweek to a 24 by 7 operations facility. Assisted with the setup of the call center. Developed Call Center procedures, processes and metrics, created and implemented Warning processes along with all QA policies and procedures. Designed and implemented an online tracking record for employee performance. Worked closed with managers to ensure proper development and training of CSRs and worked on various projects to increase productivity and decrease handling time.

Senior Business Analyst working closely with Marketing to implement new programs. Trained and managed up to 300 plus employees on the programs. Handled issues and concerns along with developing solutions.

Business Analyst IT gathering customer requirements for GUI interfaces to improve productivity and effectiveness of the CSRs. Developed and implement test cases on the GUI interfaces to ensure requirements were met. Managed and worked closely with developers to translate any concerns or questions regarding the requirements. Implemented and trained users on the new GUIs once completed.

Call Center Supervisor Managing 80 plus CSR representatives in a call center environment. Developed an online attendance record to automatically track and record CSR attendance and call metrics. Developed the interview process and questionnaire for the hiring of new employees. Created and implemented QA processes and procedures along with implementing structure to the warning process. Responsible for the Call Center Operations and safety from 7:00pm to 6:00am.

B.A. Business Administration and Computer Information Systems
University of Tampa, where I maintained a 3.2 GPA while working 40 + hours per week
A.A. Business Administration and Computer Information Systems
Hillsborough Community College

Clarify 8.5, 9.0, 10.0, & 10.1 Portal/Infranet 6.0
MS Access Visual Basic
TQM Conflict Management
Sexual Harassment HR Policies and Procedures
Advanced Interviewing Skills Basic SQL
360 Performance/Feedback Reviews 7 Habits of Highly Successful Leaders