SUMMARY:

• Self - motivated, customer-oriented professional with the proven ability to create, manage, and execute strategic plans designed to satisfy customer and corporate requirements.
• Strong experience in account and project management specifically with web-based applications.
• Expertise in developing and maintaining both internal and external relationships.
• Successful in contributing to a fast-paced, cross-functional team work environment.
• Customer Relationship Management
• Knowledgebase Development and Maintenance
• Project Management
• ACD & IVR Planning and Maintenance
• Process Development and Implementation
• Communication and Interpersonal Skills

TECHNICAL SKILLS:

Software: Clarify, Entrust, Opentext Livelink, Inovie TeamCenter, Dekker Trakker, Oracle Discoverer, Keystone, Remedy, PVCS Tracker, AS400, Information Manager, PeopleSoft, Lotus Notes

Technology Expertise/Knowledge: Netscape, Internet Explorer, LAN/WAN, Internet/Intranet/Extranet, ACD, Routing Boxes, VOIP, IVR

Microsoft Applications: Word, Excel, Project, PowerPoint, Visio, Outlook

Specialized Training: ISO 9001 2000, Fair and Accurate Credit Transaction Act (FACTA) & Fair Credit Reporting Act (FCRA) Training

PROFESSIONAL EXPERIENCE:

Confidential, Rockville, MD

Manager, Call Center Operations

• Managed the Client Services Department in providing support to over 40,000 domestic clients
• Managed the Realeum Product Support Team in providing application support to clients
• Evaluated and developed internal processes and procedures to ensure consistent and effective support across multiple call centers situated throughout the country
• Coordinated resources and assisted in troubleshooting system and product related issues
• Reviewed and implemented modifications to various products and the user interface, based on internal and external client feedback
• Assessed team performance using metrics in conjunction with random case reviews and phone intrusions, and supplied appropriate coaching and training as necessary
• Managed cross-functional training with the Denver, Van Nuys and Orlando call centers
• Developed and rolled-out customer service training to all client facing organizations
• Generated and managed project plans to deliver on departmental and company-wide initiatives
• Evaluated and implemented technologies to improve efficiency and for quality assurance purposes
• Gathered and analyzed metrics to determine necessary resources and budgetary needs

Confidential, Washington, DC

Product Support Manager, International & Emerging Markets

• Primarily managed the International Product Support Team in providing application support to over 800 international clients
• Co-managed the Domestic Product Support Team in providing application support to over 2000 clients
• Troubleshot and drove resolution to issues through coordination with clients, peers, as well as other departments within Blackboard, including but not limited to the Development Team
• Promoted positive client relationships through frequent communication with clients via phone, surveys, newsletters, and in person interaction at various user conferences.
• Globalize and expanded support operations to provide a consistent level of support to all clients regardless of their physical location (ex. additional call centers and international toll-free numbers)
• Identified unique market needs and implemented necessary measures to meet client demands, such as in-language support and market specific product requirements.
• Developed and rolled-out processes benefiting the overall Support team operations (ex. orientations, dedicated account model, staff transitions, early release programs, etc.)
• Gathered and analyzed metrics to determine trends that measured the team’s overall success and assisted in diagnosing areas requiring improvement
• Performed case studies, ticket reviews, and executive summaries to ensure a high level of integrity in all communications developed and led by the product support teams
• Evaluated staffing requirements based on projected growth, current call/ticket /email volume and leveraged resources to guarantee proper coverage

Confidential, McLean, VA

Business Analyst

• Led the prioritization, definition, design, development and testing of customer requests for a web-based document management application (Livelink 9.1), currently supporting over 8,000 users
• Acted as the primary liaison for establishing and maintaining productive client relationships through the regular exchange of knowledge and information
• Troubleshot customer issues and coordinated cross-functional teams to help expedite resolution
• Created and implemented processes for adding new users and managing user licenses
• Promoted adoption and usage of the application by educating clients on the tool’s features and benefits
• Provided hands-on training programs to clients and produced relevant supporting materials such as product manuals, tip sheets, etc.
• Introduced and executed procedures to ensure the effective and efficient handling of all client accounts

Confidential, Reston, VA

Lead Application Support Specialist

• Coordinated with Core Design Team (FAA), developers and project leads to customize Open Text Livelink to fit the needs of the client (users, groups, organizations and workspaces).
• Led administration and support activities for various web-based applications (Open Text Livelink, Inovie TeamCenter, Oracle Discoverer and Dekker Trakker) used to support the FAA community
• Acted as the primary liaison between management, vendors, developers, and users responsible for ensuring that site requirements and a positive relationship with the client are developed and maintained
• Developed best practices, including official documentation of policies and procedures and supervised team to support an enterprise-wide FAA application
• Led weekly team meetings to manage allocation of tasks, maintain consistency, relay pertinent information, and provided training to both existing team members and new associates
• Defined and communicated suggestions targeted to improve overall online performance/experience
• Performed quality assurance activities and regularly monitored site performance resulting in weekly metrics reports used by the Operations and Implementation groups as basis for future developments
• Interacted daily with the applications’ users to resolve all incoming issues and inquiries, provided training on newly launched site areas/tools, developed accommodating support documentation, facilitated communication amongst the user community, and secured client satisfaction

Confidential, Baltimore, MD

Lead Summer Day Camp Tennis Instructor

• Led all tennis activities for a summer day camp for children 6 -14yrs of age
• Developed a variety of training programs designed to accommodate different age groups & skill levels