San Francisco,CA 94102 (415) 269-1669 sc6af2ae@westpost.net Summary of qualifications March 2009 to present Equinix San Jose Emergency Response Center Supervisor Responsible for the day to day activities of 10+ Response Center Specialists han dling complex ISP related connectivity and security matters for US, Asia and Eur opean client base. Hire, train, coach and develop agents to ensure this Silicon Valley based company maintains its reputation as the best co-location provider in the US. In less than one year, radically improved the performance of a team t hat was underperforming at the time of my hire; these same agents are currently performing above departmental standards (Dec 09). Developed a program of cross t raining agents with our technical division to ensure greater success at the cust omer contact levels goal for 2009 met by processing 8 agents through this 5 day training. June 2002 to March 2009 San Francisco Honda San Francisco Customer Relations/etraining Manager/EXCELL Facilitator Monitor, direct and create problem solving processes relating to achieving compl ete customer satisfaction. Lead continuous improvement projects; implement perfo rmance standards, quality control of all customer impacting systems, processes a nd employees. Trend analysis for all customer satisfaction surveys; develop in-h ouse reporting for dealer principle & educational use. Conduct customer satisfac tion training to all newly hired employees, co-facilitated interview process for all customer-facing prospective employees. Additionally responsible for improvi ng the image of the facility as well as conducing customer based focus groups. C reate, conduct and interpret employee satisfaction survey data; coach and develo p managers to address concerns and create action plans. Lead the dealership to realize its first above national score for overall dealer experience in Service (20K base). Similarly, directed Sales to achieve first-ev er consecutive above national scores for Overall Sales experience. Brought overall dealership training from 19% to 96%; designed and managed the de alerships etraining center which provided never before available Sales & Product Training for all new hires. Monitored and managed course work deadlines for existing employees
September 1990-October 2001 AT&T Wireless South San F
rancisco Work Force Manager (formerly CellularONE) Credit/Collection & Customer Loyalty Departments Maintain, enhance and monitor performance standards based on the changing needs of the business, manage performance of a call center staff of 100+ with a call v olume exceeding 1million calls per year, forecast monthly/annual call volume, re commended staff increases/decreases, create and conduct new employee training, m onitor and recommend performance discipline actions for departmental supervisors . Created management reporting systems. Conducted interviews and made hiring rec ommendations for new managers and supervisors. Manage call center goals of 80%/3 0 second answer time. Conduct call monitoring and coaching to ensure quality del ivery. Full-charge of call center outbound dialing system; (hands-on installatio n, management, product enhancement and troubleshooting of (2) separate systems). May 1986 September 1990 MetroOne Cellular Paramus, NJ Credit/Collection Supervisor (now AT&T Wireless) Supervised a staff of (15+) front line credit/collection /customer service agent s. Monitored performance of outside agencies, maintained bad debt to <1%. Headed pilot program known as Pre-Outside Agency Collections saving the company $25,00 0+ in agency commissions in the first 6 months of operation. Regularly updated c redit scoring requirements for retail customer base. Skills & Awards Strong analytical skills-able to utilize a wide range of data to uncover process weaknesses, and opportunities for improvement. Service Legend 1997/AT&T Wireless TQA/TQM Certified Facilitator (AT&T) EXCELL* Facilitator (American Honda Corporation) (*Exceeding Customer Expectation Levels for Life) Winning in a Changing Environment Facilitator (AT&T) Systems & Software Microsoft Word, Outlook, Excel, PowerPoint, Visio, call center systems including : MOSAIX, Aspect, and TeleCenter Systems (TCS), Honda interactive network report ing software (HIN), eLeadCRM (Sales). Siebel/Oracle Call Center Systems and Orac le 1