Quality Assurance Manager Resume

SUMMARY
Accomplished Project and Operations Leader with extensive experience creating and leading technical delivery teams. Diverse management experience providing professional services, managed services, custom development, maintenance support, and implementation support to Fortune 100 contact center customers. A demonstrated success in attaining productivity and profitability objectives, improving process, delighting customers, and solving problems. Areas

MANAGEMENT EXPERIENCE

Confidential,Highlands Ranch, CO 2000-2009
Quality Assurance Operations Manager (2007-2009)
Managed team of consultants responsible for overseeing functional testing of complex contact center applications prior to customer delivery. Responsibilities included process creation and implementation, business development, offer management, contract management, training material creation, root cause analysis, and project management.
92% of the time customers gave team a satisfaction rating of good or excellent.
Team received numerous letters of commendation for quality of work.
Met and exceeded 2008 profit margin and revenue objectives respectively.

Confidential,Resource Scheduling Operations Manager (2006-2007)
Created and staffed team of associates to do triage and resource scheduling for entire Contact Center Practice. Responsible for satisfaction of internal key receivers and business partners, process creation and management, as well as prompt and accurate scheduling of technical resources. Role also included the use of Six Sigma and Lean tools.
Team scheduled 80 to 100 technical resources on a daily basis and consistently
met or exceeded timeframe and quality objectives.
Met and exceeded 2007 profit margin and revenue objectives respectively.

Confidential,Self-Service Operations Manager (2001-2006)
Managed two distinct teams of associates, one was responsible for Interactive Voice Response and Voice Portal implementations; and the other for developing and delivering custom Interactive Voice Response and Voice Portal applications. Responsibilities included product core team participation, offer management, customer satisfaction, business partner cultivation, contract negotiations, business development, and process improvement.
Helped to revive this profitable business and put team back on the map after
organization withdrew from the self-service custom application space for several years.
Team received numerous letters of customer commendation.
Team consistently met or exceeded profit margin and revenue objectives.

Confidential,Out-Tasking Operations Manager (2000-2001)
Managed technical support team responsible for providing consulting, programming, and maintenance support to customers with large call center applications. Responsible for leadership, customer satisfaction, associate satisfaction, business development, offer management, tools development, process, profitability, and operational efficiency.
Helped negotiate a number of multiple-million dollar managed services contracts;
clients included a leading airline, bank, insurance, and utility company.
Team received numerous letters of customer commendation.

Confidential,Englewood, CO 1985-2000
Offer Manager (1998-2000)
Analyzed, created, and delivered offers to organization in order to increase profitability and competitive advantage. Responsibilities included strategic and tactical planning, creation of detailed business plans, offer documentation, contracts, methodology, training materials, operational readiness, and life cycle management.
Created offer to provide maintenance on custom applications, which is still in place after
ten years and generating a profitable revenue stream.

Confidential,CMS Team Leader (1997-1998)
Coached team of engineers responsible for providing large customers with Call Management System provisioning and implementation support.
Implemented process improvements which resulted in a 15 hour reduction in customer
downtime during version upgrades, or a 75% reduction in customer downtime.

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