Resume

Operations Management Professional with over 10 years of Customer Service experience. Areas of expertise include conflict resolution, customer loyalty, employee training and development. Proven ability to direct and critique representatives of all levels, motivate, develop and drive a customer service and sales team. Detailed oriented with strong problem-solving, work ethic, communication, interpersonal and teamwork skills.
  • Help Desk Management • Six-Sigma Process • Operations Management
  • Process Improvement • Project Management • Knowledge Management
  • Strategic Planning • Product Management • Performance Management
CAREER HIGHLIGHTS
  • Achieved $.5 million annual cost savings by leading initiative to develop, deliver and improve self-service technology.
  • Managed a $2.5 million network printer implementation project. Delivered on time and $300K under budget.
  • Improved overall Customer Satisfaction Scores from 46% to 93% in six months by implementing associate engagement programs.
PROFESSIONAL EXPERIENCE
SOCIAL DANDELION
CONSULTANT (2009 - Present )
Provided marketing techniques to small businesses by implementing social media strategies, brand management, and web development resulting in online growth, increased and SEO web traffic.

BANK OF AMERICA CORPORATION, Concord, CA
BUSINESS SUPPORT ANALYST (2008 - 2009)
Administrated diverse support functions for a large department, national in scope and multiple unit locations.
  • Reduced scheduled shrinkage nationally by 4% as a result of partnering with workforce analysts and site leadership teams executing process improvements through Six Sigma methodologies.
  • Streamlined KPI Dashboard Report by translating complex data into concise and useful reporting and information.
  • Managed operational performance of contact center teams to ensure performance standards were met, with improvement to 85% of reported metrics.
CUSTOMER SERVICE MANAGER (2006 - 2008)
Managed the daily operations for teams of customer service representatives handling customer calls and inquiries including Online Banking, Sales, Sales Chat, Electronic Claims processing.
  • Improved associate satisfaction and performance by 20% as result of introducing associate engagement programs including recognition & reward.
  • Improved performance variations by coaching and mentoring site leadership teams through Six Sigma DMAIC processes and completing certification.
  • Turned around Customer Satisfaction Scores for the Contact Center from 46% to 93% in the first six months of joining the unit.
TECHNOLOGY PROJECT MANAGER  (2003 - 2006)
Led day-to-day operations for second level technical support team. Supported the development and deployment of business systems and service level agreements as needed.
  • Delivered self-service technology, resulting in an annual cost saving of $.5 million.
  • Managed a $2.5 million network printer implementation project. Delivered on time and $300K under budget .
  • Streamlined end-to-end processes by implementing Peregrine Service Center as ERP trouble ticketing system to efficiently resolve issues within standard service levels.
TECHNOLOGY MANAGER (2000 - 2003)
Managed the daily operations for 25-member help desk and led project and network initiatives.
  • Developed and implemented a Web-based service establishing a streamlined and automated processes for in-house procedures and reduced length of call time by 50%.
  • Reduced need for outsourcing technical repairs with cost savings of over $100K annually.
  • Increased agent productivity by 65% and reducing speed to answer by 35% by effectively coaching and managing help desk agents.
ADVISORY SYS ENGINEER, IT SPECIALIST  (1997 - 2000)
Provided local and remote support and oversee Help Desk team ensuring optimal resolution the end user received effective and efficient resolution to IT requests.
  • Acted as Project Manager on various national conversion projects including Windows NT to W2K, laptop model upgrade and Lotus cc:Mail to MS Outlook migration under tight timeframes, with only a 2.5% business interruption.
  • Reduced technical resolution turnaround time from two weeks to same day by introducing remote solutions resulting in annual cost saving of $160K.
  • Created and maintained asset tracking system for support group functions.
  • Administrated product delivery of McAfee Helpdesk software application to help desk and field support agents. 
COMPUTER SKILLS
 MS Office, MS Outlook, MS Excel, MS Powerpoint, MS Visio, MS Project, MS SharePoint. FrontPage, SharePoint Designer, Communicator, Netmeeting, Lotus Notes, Lotus Sametime, Tivoli Service Desk & Asset Mgmt,Peregrine Service Center, McAfee Help Desk, Lotus Sametime, PC Anywhere, Support.com, ACD, Avaya CentreVu, IEX TotalView, Nice, eWorkforce

EDUCATION & ONGOING DEVELOPMENT
Los Medanos College, Computer Science  (2000 - 2003)
Six Sigma Greenbelt Certification  (2001 - 2002)
W3 Schools, HTML Programming and Web Development  (2009 - Present)