Highly accomplished management professional with proven
expertise in operations, service and support in the information and
technology industries. An effective people manager with great ability
to motivate people and teams to achieve performance goals and
productivity metrics. An intuitive visionary adept at reengineering
processes to comply with goals and policies while controlling costs,
minimizing redundant work, reducing manual work, and increasing
profitability. Demonstrated proficiency in:
Program and Policy Implementation
Staffing and Hiring
Call Center Management
Inc, Austin, TX (2005-2010)
Project Manager & Technical
Liaison between Service Desk, Sales Operations and
Identified areas for improvement and developed solutions.
Managed 30 accounts daily operations and problem resolution.
Represented customer needs to post-sales support teams and
Performed technical support, troubleshooting, resolution,
service scheduling and dispatching.
Maintained data for monitoring and polling customer devices
Managed project to reduce number of financially held orders.
Contributed to quarterly revenue by booking Customer
Orders to meet forecast for device adds which are monitored remotely
in the customer environment.
Reduced redundant escalations, set customer expectations
enhanced customer experience by helping bridge gaps between Sales
Operations and Service Delivery for new customer accounts.
Ensured devices were polled and alarms were detected for
outages/connectivity issues 90% of the time by maintaining customer
data, identifying trends and managing customer service strategies.
Enabled resolution of customer issues as liaison and
for core team that participates in on-going planning and process
Planning and acquiring resources, growing an International
training & facilitation experience with employee development by
leveraging technology to facilitate learning
Outstanding client relationship management resulting in
Unisys, Austin,TX (2001-2005)
Call Reception/Help Desk
Managed 29 phone agents and two Team Leads.
Provided technical and customer support for City of
Chicago Transit Authority and Chicago Park District, Texas Workforce
Commission, Autodesk, Harleysville, City of Charlotte, Leader,
Starwood IRC-Hotels and Baxter Laboratory.
Partnered with Program Manager on service and support
Directed service and support operations of $2M global
Analyzed data and trends and managed customer service
Resolved operational issues and refined processes.
Administered policies/procedures fairly and consistently.
Achieved productivity and performance goals by leading,
motivating, mentoring, coaching, and developing and implementing
Ensured all client support delivered per contractual
Wrote Call Coaching and Monitoring Guidebook and provided
to employees, Team Leads and Management Team. Improved technicians
customer, communication and technical skills.
Provided New Hire Policies & Procedure and Customer
Satisfaction Training to 200+ employees.
Corporation, Round Rock TX (1998-2001)
Technical Support and Customer Care Manager
phone agents providing technical support and customer care for
Portables technology line of business.
Spearheaded College Intern program within product groups.
Improved telephone, technical, communication and customer
performance 85% by developing and executing Quality Audit call
Enhanced overall customer experience through call coaching
monitoring escalated call trends.
Reduced 80% of assigned teams escalations.
Initiated, implemented and developed new hire management
program for new and existing promoted managers.
Developed HR Code of Conduct Violation Guidelines for Home
Small Business Organization.
Apple Computer Inc., Austin
Call Center Technical Support and Customer
Led 20-35 phone agents providing technical support and
customer care services for Desktop and Peripherals technology line of
Co-managed Internship Program for college relations.
Diversity Counsel Representative for Executive Staff. HR
liaison/mentor to peers on disciplinary, career development and
Company diversity liaison to external organizations.
Successfully built and managed highly effective staff.
Increased diversity awareness and focus by partnering with
facilitate Diversity Training for employees and Field Service
Marketing VP and team.
Spearheaded diversity staffing programs to comply with
Ensured adequate phone coverage, measured accuracy of
and provided phone-based coaching techniques on etiquette and
appropriateness in resolving customer issues.
And Affiliations: Synergy Award, Recognition Award from Apple
Computer Financial Organization for Outstanding Performance
Creativity, Premier Award & Letter of Recognition for
implementing the Educator Advantage Inbound Telesales Program,
Customer Relations Task Force Going for the Goal Award and Woman of
Distinction Award from the BOSS Conference 1994