used user acceptance testing to ensure product met the requirements Elicited and documented requirements for operational business initiatives and on-going project enhancements Managed multiple and complex projects. Utilize project management and quality methodology such as six sigma, lean office, and Microsoft project Provided management oversight of the recruitment, staffing ratios, hiring, training, retention, coaching and deployment of resources for the Customer Care department Used workforce management to forecast volume, identify campaigns success, and schedule staff Projects included: Real time technology implementation, Team member: Self service IVR application, Employee Network set-up Norwood Airtex, Des As Director of Customer Care, responsibilities included: Moines, IA Start-up and site development including operations, recruiting, hiring, strategic plan and technology acquisition 2000 2003 – Provided direction and project management to functional team responsible for a variety of project and product management activities, including opportunity analysis, process redesign, technology implementation, change management Analyzed service standards, trends, and issues to develop new business strategies Analyzed and provided best practice solutions for complex business issues related to the operational implementation of process changes, Web site design and functionality, customer e-mail management and entry/management, and point-of-sale system functionality Served as the field requirements expert by assisting outside vendors in the elicitation and documentation of requirements. Developed CRM marketing strategy for differentiating and monetizing services and developing customer loyalty metrics Projects included: Telephony and CRM implementation, Organizational restructure, Facility Consolidation. West Teleservices, As Operations Manager/Client Service Manager, NE responsibilities included: Oversaw all operational of Client programs, which included 1995 1999 – the design, implementation, execution, control, review, analysis, and reporting of client programs/projects Participated in key account price negotiations and decisions that ensured revenue growth and profitability Developed resource planning and schedules
used user acceptance testing to ensure product met the requirements Elicited and documented requirements for operational business initiatives and on-going project enhancements Managed multiple and complex projects. Utilize project management and quality methodology such as six sigma, lean office, and Microsoft project Provided management oversight of the recruitment, staffing ratios, hiring, training, retention, coaching and deployment of resources for the Customer Care department Used workforce management to forecast volume, identify campaigns success, and schedule staff Projects included: Real time technology implementation, Team member: Self service IVR application, Employee Network set-up Norwood Airtex, Des Moines, IA 2000 – 2003 As Director of Customer Care, responsibilities included: Start-up and site development including operations, recruiting, hiring, strategic plan and technology acquisition Provided direction and project management to functional team responsible for a variety of project and product management activities, including opportunity analysis, process redesign, technology implementation, change management Analyzed service standards, trends, and issues to develop new business strategies Analyzed and provided best practice solutions for complex business issues related to the operational implementation of process changes, Web site design and functionality, customer e-mail management and entry/management, and point-of-sale system functionality Served as the field requirements expert by assisting outside vendors in the elicitation and documentation of requirements. Developed CRM marketing strategy for differentiating and monetizing services and developing customer loyalty metrics Projects included: Telephony and CRM implementation, Organizational restructure, Facility Consolidation. West Teleservices, NE 1995 – 1999 As Operations Manager/Client Service Manager, responsibilities included: Oversaw all operational of Client programs, which included the design, implementation, execution, control, review, analysis, and reporting of client programs/projects Participated in key account price negotiations and decisions that ensured revenue growth and profitability Developed resource planning and schedules