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| Desired Industry: Customer Service/Technical Support |
SpiderID: 3438 |
| Desired Job Location: Tucson, Arizona |
Date Posted: 8/21/2005 |
| Type of Position: Full-Time Permanent |
Availability Date: 09/30/2005 |
| Desired Wage: 50000 |
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U.S. Work Authorization: Yes |
| Job Level: Management (Manager, Director) |
Willing to Travel: Yes, More Than 75% |
| Highest Degree Attained: Bachelors |
Willing to Relocate: No |
Objective:
* Project Management
* Start-Up Operations
* Communications
* Training/Development
* Problem Analysis/Resolution
* Relationship Building
* Organizational Development
* Documentation
* Personnel Development
* Team Supervision
* Negotiations
* Resources Management/Distribution
* Tactical Planning
Experience:
Confidential Employment, Tucson, Arizona * 1994-Present
Supervisor-Quality Assurance (2004-Present)
Chosen to plan and manage the start-up of this department, including
all aspects of program, process, and procedure development. Key
leader in the testing of new products focused on identifying
operational issues and ensuring high levels of quality prior to
implementation. Manage a $1.5M budget and coordinate a team of 31 QA
specialists in the administration of regression, ad hoc, and smoke
tests on various versions of company software products. Participate
in
structuring queue measures, processes, and product development
standards. Handle human resources operations involving the QA
specialist team, including the negotiation of career opportunities
and individual performance evaluations.
* Assembled a top performing team to support quality assurance and
beta testing projects.
* Critical force in the successful and on time delivery of top
quality software products to company members.
Senior Coach-Service Center (2003-2004)
Tactical coordinator of non-exempt/exempt employees encompassing 60
phone representatives, support staff, and supervisors in charge of
delivering frontline support for an extensive line of premium
services. Spearheaded the active implementation of site/queue
business plans.
* Established and maintained productive relationships with team
members as well as ascertained effective data flow venues, achieving
and maintaining compliance with business strategies and operational
procedures.
* Sharpened personnel performance through the continuous delivery
of top quality training, guidance, motivation, and career counseling.
* Instrumental member of TeamWorks-a new program designed to
restructure call center leadership. Utilized call center,
management, and strategic planning experience to enhance this new
program with the introduction of new procedures and measures.
Senior Project Manager-Member Services Learning and Development
(2000-2003)
Challenged to organize and coordinate global training programs and
efforts delivered to over 13,000 call center specialists in 11
centers worldwide. Provided the management of training budgets,
ensuring compliance with cost restraints. Deployed training
resources in support of Field Training Managers in charge of Member
Services.
* Built and structured required skill bases for in-house and
outsourced, phone-based support crews in charge of new products,
programs, and tool usage.
* Orchestrated the conception, allotment, and tracking of training
plans throughout national and international call centers.
* Succeeded in the transfer and allocation of resources between
departments, filling necessary gaps in teams and maintaining high
levels of throughput.
* Key contributor of tactical plans, targeting operational
inefficiencies and enhancing organizational performance.
Member Services Training Manager (1996-2000)
Primary controller of training operations providing mentoring,
leadership, and support to instructional specialists within a variety
of service areas. Averaged 150 new hire training classes annually
with at least 20 employees each.
* Built a top performing, multidisciplinary force through the
careful selection, support, and training of individual team members.
* Selective power in the hiring and promotion of emerging leaders.
* Expertly distributed instructional and operational resources
including training specialists, serving an instrumental role in the
success of other teams.
Site Quality Program Manager (1995-1996)
Sharpened staff performance by working with the division's VP in
creating and implementing an incentive program based on the Quantum
Quality Management ideology. New programs included incentive pay to
phone representatives for quality service delivery, restructuring
opportunities for leaders, and the introduction of a quarterly themed
celebration. Headed a team of Quality Specialists in charge of
monitoring and reporting the performance and service quality of
center representatives and supervisors.
* Chosen to participate in a 4-month task force project focused on
the research, development, and implementation of a compensation plan
for call center representatives. Result: Established detailed job
descriptions, productivity measuring tools, incentive pay measures,
and a new compensation configuration.
Call Center Supervisor (1994-1995)
Key leader and member of the Tucson Call Center start-up team
participating in the purchase of resources, materials, and furniture
as well as organization/management of the center's opening.
Spearheaded control desk operations and handled the interviewing and
hiring of more than 100 candidates for phone representation.
* Built and coordinated a top performing team of 16 phone
representatives in charge of supporting customers in the
troubleshooting of technical issues.
EARLY CAREER - details on request
Fast track succession of management positions for INTERNATIONAL
BUSINESS MACHINES (IBM), AZ
Education:
BA, Management, University of Phoenix, Tucson, Arizona
Certified in Human Resources Management.
Affiliations:
American Society for Training and Development (ASTD)
International Customer Service Association
Women at the Top (Tucson Chapter)
Skills:
MS OfficeSuite
Additional Information:
C520LJL@hotmail.com
Tucson, Arizona 85750
Dear Sir/Dear Madam:
As a strong believer in the power of teamwork, I have focused the
last 18 years of my career to enhancing organizational performance
and serving an instrumental role in business profitability and growth
through strategic leadership and training. Confident in my abilities
to positively impact your company's operations, I included my resume
for your consideration and would welcome the opportunity to join your
management force.
Having always embraced change and successfully overcome related
challenges, some of my most valuable contributions to industry
leaders such as my current firm and IBM have been the selection,
training, and productive leadership of multidisciplinary teams.
Putting out operational fires rapidly and effectively is at most
times only possible through the power of teamwork. I built groups of
top performing corporate contributors and leaders that were effective
in working together towards a single goal even during difficult and
challenging times. At most times, the goal was a simple one-deliver
to customers nothing less than superior products, support, and
services.
Additional ways that I impacted overall business and team throughput
included:
* Sharpening personnel performance through the continuous delivery
of top quality training, guidance, motivation, and career counseling.
* Orchestrating the conception, allotment, and tracking of training
plans throughout national and international call centers.
* Building and structuring required skill bases for in-house and
outsourced, phone-based support crews in charge of new products,
programs, and tool usage.
* Succeeding in the transfer and allocation of resources between
departments, filling necessary gaps in teams and maintaining quality
performance.
Please review the enclosed resume for additional information
regarding my professional background and expertise. My salary
requirements are realistic and, given the strengths and attributes I
possess, make me an excellent value for your compensation dollar.
Thank you in advance for your consideration, and feel free to contact
me at your earliest convenience.
Sincerely,
C520LJL@hotmail.com
Candidate Contact Information:
| Name: (private) |
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| Street: - |
Phone: - |
| City: Tucson |
Fax: - |
| State: Arizona |
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| Zip: 85750 |
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| Web Site: |
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