Business Analyst at Flagstar Bank Corporate, Troy, MI
4/01/2007 - Present
Brought on board to direct Blue Pumpkin (Verint) software implementation. ROI analysis: cost savings and SL improvement. Initiate project for upgrade of application in conjunction with SDK integration for real time adherence data and multi-media. Identify areas of concern and present scheduling options that improve service levels and increase agent productivity and efficiency. Develop train-the-trainer for training team to present to agent base.
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Manager Service Response Center- Management Consultant at Henry Ford Health System (Act1Personnel), Detroit, MI
11/01/2005 - 2/01/2007
Hired to manage the implementation of new CMMS, MRO. Facilitate standard training, policies and procedures with a budget of $1M. Developed new IT infrastructure for integration of mainframe and enterprise servers. System administration of department servers. Evaluated potential for consolidation of independent service center operations at multiple facilities: business process re-engineering, software integration, review staffing levels, redesign of physical environment. Managed facility services response center for fifteen coordinators and three team leads.
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Administrative Services Supervisor at Del Monte Fresh Produce, Dallas, TX
6/01/2001 - 9/01/2005
Hired to implement and customize CMS, MicroMain (Access database development at corporate distribution center and initiate plan for implementation at other four distribution centers in south central U.S. Developed and implemented business processes policies, procedures, and training manuals. Interim Facility Manager of 25 mechanics in 250,000 sq ft facility, asset and inventory control management. Managed $4.2M annual budget.
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Customer Care Manager - Management Consultant at Reallinx Inc, Dallas, TX
2/01/2001 - 4/01/2001
Hired to build Customer Care Department for start-up within budget of $5M. Developed technical support documentation of products and services, policies and procedures for new Customer Care Department, developed IT infrastructure, customized call tracking software (Magic).
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Customer Care Manager - Management Consultant at BroadbandNOW, Irving, TX
8/01/2000 - 1/01/2001
Brought on board as Customer Care Manager to reorganize and grow call center from 15 tech support agents to 50+ for Pre-IPO. Developed new center restructure, business process re-engineering, business plan and budget with revenue forecasts Developed and implemented policies and procedures. Drove sales and marketing of products and services across nationwide MDU business and increased closed sales by 25% first quarter. Managed installation group and increased completed installs by 45%. Implemented upgrade of Meridian phone system: PBX, MAX, and MAT. Developed technical and customer service training classes and materials for new employee orientation and new product and service updates. Managed 50+ seat call center (support engineers and telesales group), 4 Supervisors, and 5 Technical Leads. Motivated teams to surpass client Service Level Agreement (SLA) metrics <45 seconds>: met and exceeded contractual SLAs, reducing them from 286 seconds to 29 seconds.
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Call Center Manager, Microsoft Contract at Microsoft (Software Spectrum), Garland, TX
11/01/1997 - 5/01/2000
Promoted to management position to work with team to integrate call centers between Dallas and Redmond. Re-engineerd business processes, IT infrastructure, and Aspect phone system. Developed skills matching testing to qualify prospective candidates, training: management, technical support, customer service, career development and incentive programs. Improved Service Level Agreement (SLA) from 15 minutes to less than 1 minute and Quality scores from low 30 percentile to 97-100%. Managed contract technical support groups, two call centers of 250+ Technical Support Analysts and 20 Technical Leads each.
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Contract Technical Recruiter at CGS Inc., Dallas, TX
5/01/2000 - 7/01/2000
Hired 50 technicians and 2 Supervisors in two weeks for start up call center, presented new hire orientation, developed skills matrix and technical screening tests. Also, provided technical services with setup of network and Siemens phone systems.
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United States
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