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Click here or scroll down to respond to this candidateCandidate's Name
Home: PHONE NUMBER AVAILABLEEMAIL AVAILABLE - LINKEDIN LINK AVAILABLEOperations Support Network & Customer Service Contact Center Customer Success Project & Program ManagementQUALIFICATIONS PROFILEMulti-Faceted Skill Set & Work Experience: Appraisals, Business Analysis, Call & Network Operation Center, Data Analysis, Database Building, KPI & Dashboard Analysis, Managerial, Operations Support, Process Management, Program Management, Project Management, Sales Support, Start-up, Supervisory Training & Technical Writing, which I have used to successfully perform in a variety of industries: Automobile, Direct Mail Marketing, Information Technology, Promotional & Rewards Marketing, Retail, Start-up, Telecommunications & Wholesale.CORE COMPETENCIESAnalytics (large data sets)Account ManagementC-level Executive CommunicationCustomer Call CenterCustomer Call Center MigrationClient facingComputer LiteracyCoupon CarrierCross functional team collaborationCustomer ServiceData Analysis/EntryDot DigitalEscalationsExemplary verbal & written communication skillsGamify/GizmoKPIsNetwork Operations CenterNetwork MigrationMail ChimpManaging Offshore TeamsMicrosoft OfficeMicrosoft Access ReportingOnboardingOrganization SkillsOver the Air DataPeople DevelopmentPower BIPresentation skills: verbal & written.Process ImprovementProject ImplementationProject OnboardingPromotionsRelationship BuildingRisk MitigatorTeam Building (Internal & External)Team LeadershipTrainingTraining Materials CreationTroubleshootingSelf - StarterStart-up ExperienceStripeSupervisory (union & non-union)ZendeskPROFESSIONAL EXPERIENCETLC WorldwideCustomer Service Manager/ Community Coordinator 04/202211/2023Customer ServiceBuild & maintain strong relationships with clients.Customer ExperienceCustomer SurveysCampaign FulfillmentCustomer Satisfaction: Cultivate & maintain strong relationships.Foster a collaborative & positive environment of teamwork & accountability.Work with Sales Delivery TeamPoint of contact for customer inquiries & issuesDevelop & execute regularly scheduled customer check-ins/follow-ups.Digital MediaSweepstakes winner verificationIndependent & remote workUse of Customer Success Management toolsWeekly campaign data reporting: tickets & redemptions, escalationsMonthly & Yearly customer data reporting (PowerPoint)Address billing concerns in Stripe.Respond to Zendesk tickets.Respond to and troubleshoot via email and phone with customers redeeming rewards.Receipt validation and reward distribution (Coupon Carrier, Gamify/Gizmo/Power BI).Receipt data capture.Team CollaborationWork with Account Managers to support campaigns.Use of Excel & Power BICommunity ManagementAssist with partner onboarding process.Customer outreachKeep records updated.Build & maintain strong customer relationships.Point of customer contact for inquiries & issuesProvide program details and troubleshoot via email and phone.Initiative-taking analytical personConduct scheduled monthly & quarterly and ad-hoc reviews with customers.Business unit collaboration.LS Direct MarketingTraffic Manager/Operations Support Manager 02/2019-06/2020Working with IT I designed, architected, & implemented interactive database which provided change notifications of work load & status. This database is still currently in use. It allowed all departments to update work tickets, allow assignment of work as well as allowing users to query assigned work. The database was accessible to management and to members of all departments. The database was similar to standard ticketing systems (Monday.com,Netsuite, Zendesk) with the addition of having the functionality of SharepointAfter successfully launching the Time & Change Mangement System (TMS). I held group & individual training sessions. Training continued as the ticketing system was included in New Hire On-BoardingOnboarding documentaion was created & continually updatedFoster a collaborative & positive environment of teamwork & accountability.Database clean-up and information update. This was achieved via Excel & SQL exports & inportsPowerPoint documention was created and presented to support both the TMS & New hire On-boardingDesign & Instruct New Hire On-BoardingNational campaign management using Data analysis using Excel, Access & SQL.Facebook campaign management (Facebook data loading & performance anlsysis)Campaign media proofing. Provide sanity checkUtilization of Salesforce & Microsoft Office to assist various internal departments.Datapipe/Rackspace, Jersey City, NJCustomer Expreience 04/2016-09/2018Communicate customer health and performance to internal sales & account management teams.Collaborate and assist customer business leaders to identify, plan & execute strategic objectives.Use of Customer Success Management toolsAssist client in initial set-up.Point of contact of customer inquiries & issuesClericalAnalysis of billingSAASData entryWork with the sales delivery team.Review customer related documents for completeness and regulatory compliance.Process changes, additions or requests related to customer accounts. Follow-up to ensure requested solutions were delivered to the consumer and assess the effectiveness of the solutions (customer centricity)Business support and coordination with different teamsTechnical SupportRespond to related Operations and Customer Service inquiries within specified service levels.Address Salesforce issues: opportunity creation, account updates.Support multiple Sales Teams utilizing Salesforce & Microsoft OfficeMaintenance of updated customer recordsDrive engagement with Sales Teams to synchronize operations.Maximizing customer satisfaction by becoming the voice of the customerEffectively communicate any business environment issues or concerns to managementMaintain the integrity of the company ecosystem (knowledge of company policies and procedures)Proactively communicate with customersJuggle multiple priorities.Coordinate with other internal stakeholders to support customer requests.Perform other duties as required, consistently meeting, or exceeding established quality and productivity goals.Bertrandt USA Inc. at BMW of North America, Woodcliff Lake, NJProcess Coordination/Operations Support 03/2012-07/2014Produced Business and Functional Requirements documentation using PowerPoint in support of system and process changes.Implemented an error notification system which would notify the operations team of network and IT database failures.Billing analysisBilling analysis presentationFoster a collaborative & positive environment of teamwork & accountability.Success metrics presented via PowerPoint with use of Data Analytics utilizing both Excel & AccessMilestone lifecycle, timeline trackingSavings generated by uncovering and correcting erroneous termination of BMW Assist TM /Connected Car services.TrainingValidating and identifying customer needsCollaboration with cross functional team (Engineering, IT, Network Provider, Device Manufacturer, Marketing, Sales) associated with Connected Car services & Telematics Service design.Produced & presented ad hoc reports to support billing, operations, and future services.Produced & presented KPI data to sales, engineering teams as well as to C level executives.Data AnalyticsProduced a Methods and Procedure document detailing the responsibilities of Business Operations Support position personnel.Provided System Support to dealers as needed.Worked with the IT department to have daily, weekly, and monthly error reports produced.Effectively address multiple prioritiesExperience With: Big Data analytics, Business development, Clerical, Coupon Carrier, Data entry, G Suite, KPIs, Network Security, Marketing program reviews, Mentoring, Milestone lifecycle, Monitoring and addressing customer complaints, Microsoft Office/365, Luxury Brand Marketing, OEM, Phone & email communications, Rapport building, Risk assessment & mitigation, Roadblock removal, ROI, SAAS, Salesforce, Scheduling, SharePoint, Slack, SLAs, SQL, Start-up experience, Stripe, VISIO, Zendesk, ZOOMPRIOR EMPLOYMENT DETAILSMercedes-Benz USA LLC, Montvale, NJBusiness Analyst/Operations Support ManagementData AnalyticsNetwork & Customer Care Center MigrationBilling analysisLeadershipKPI Creation & Presentation (external, C-level executives)Randstad at Mercedes-Bens USA LLC, Montvale, NJNetwork Operations/Process ManagementData Analytics (Excel & Access)Independent & teamworkBilling analysisReport & KPI creation & presentation.Customer Call Center Contact CritiqueVerizon Inc., New York, NYBusiness Analyst/Customer & Sales Service & Support/Network Operations CenterOnboarding (new hires & document creation)Supervisory (union & non-union employees)Network Operations CenterLarge customer advisorTraining Materials CreationFoster a collaborative & positive environment of teamwork & accountability.Nynex, New York, NYCustomer Call Contact Center Management/SupervisorBilling analysisValidating and identifying customer needsStaffingWork with multiple stakeholders.Produce Training MaterialsSet goals, quotas, SLAs.Client facingHire, Onboard, Mentor, Train, Performance ReviewSupervisoryEDUCATIONMBA: Marketing Management, Baruch College, City University of New York - New York, NYBachelor of Science: Business Administration, New York Institute of Technology - Old Westbury, NYCertificates & Training:Introduction to CRM with HubSpot Coursera Mountain View CAHiring & Onboarding Employees with ClickUp Coursera Mountain View CAJIRA: Basics & Fundmentals Pluralsight Draper UtahKanban Pluralsight Draper UtahIntroducing SCRUM Pluralsight Draper UtahExcel: Pivot Tables, Organizing Data Pluralsight Draper UtahSQL: MYSQL for Data Analytics and Business Intelliegence Udemy Learning Platform San Francisco CAA Practical Guide to Alteryx for Data Science & Analytics Udemy Learning Platform San Francisco CAIntroduction to SQL Robust IT, Harlow UKChange Management Specialist Management and Strategy Institute LLC Downingtown PASix Sigma Lean Professional Management and Strategy Institute LLC Downingtown, PAProfessional Development - CITE University, New York, NYDiversity Degree Support Services Council Verizon Inc. New York, NYTelecommunication Management - School of Continuing Education New York University, New York, NYCover Letter:Dear Hiring Manager,With my experience in a customer success contact center both as an agent and a manager, program support for the UFC as well as my operations, project, and program management experience, I am confident that I would be a valuable addition to your team.As my resume highlights, I have a multi-faceted skill set that includes business analysis, database building, operations support, and supervisory training and the ability to adapt to an ever-changing technical environment.I pride myself on my strong work diligence, my ability to function in a fast-moving environment, keep strong client relationships, and my passion for learning new skills and expanding my experience. I am an initiative-taking individual with a strong work ethic. This strong work ethic has translated into my cultivating creditability and trust with both clients and senior executives. I actively foster a collaborative & positive environment of teamwork & accountability.At TLC Worldwide LLC. we took over the management of the UFC platform. In this role I addressed program servicing of new customers and the migration of existing customers to the new platform. This entailed training, onboarding, and troubleshooting issues. I also had the responsibility of the prompt marketing of UFC events as well as addressing financial concerns which came through STRIPE.At LS Direct I created a database which allowed all company organizations access to agent workloads. The database allowed agents to request help and to update projects. After database creation I trained all company personnel in its use as well as setting up a process for onboarding new hires.I was the manager of the first of its kind network operations center which was comprised of both technical & non-technical employees. I directly supervised a team of fifteen with a span of control for an added sixty employees. In the center data networks were designed, implemented & installed for our largest business customers.For my role as manager/supervisor I oversaw the coaching, training, and mentoring of my team. Which consisted of both customer service agents and network technicians. With the success of the New York City center, I successfully opened a similar center in Boston using lessons learned from the original center in New York City.I consider myself Jill-of-all Trades. My work with start-ups allowed me to step in where & when needed learning new skills and allowing me to share my experience both work & non-work related. My ability to analyze data and present it in simple to understand language is also a strength. I consider one of my greatest strengths to be my customer satisfaction focus, my ability to solve business issues by thinking outside of the box as well as my ability to successfully build teams by bringing various stakeholders together.I am fluent in English and have exemplary verbal and written communication skills. Enhancing these skills is my masters degree in business administration (MBA) as well as my intellectual curiosity being satisfied by reading material related to the latest business trends as well as adding to my skill set by enrolling in on-line courses. I am currently enrolled in an on-line Google Data Analytic course.Thank you for considering my application. I look forward to the opportunity to further discuss my qualifications and how I can contribute to your team.Sincerely,Candidate's Name e |
