Direct a team of Account Managers at locations throughout the U.S whose primary responsibilities include the development of customer relationships of F1000 companies, growth and retention of existing customers, protection of churn and order processing of new opportunities.Program manage special project work that includes product development of back office processes and the overall prospect / customer experience for a new high frequency trading tower at our Aurora data center - from the initial communication through production and the customer on-boarding process.

Manage the day-to-day operations of the department and staff. Primary responsibilities include:o Development and management of off-shore resources o Definition of roles and responsibilities for both internal and off-shore team memberso Creation of methods and procedures for internal and off-shore personnelo Product managemento Business liaison to hosting facilitieso Customer satisfaction and ongoing measurement through surveyso Management of Service Level Agreemento Management reportso Process Improvements / methods and procedureso Staffing requirementso Achievement of budgetary objectives

Directed a 100+ seat catalog call center consisting of inbound sales and customer service personnel. Primary operations responsibilities include meeting sales objectives, daily specials, commissions, forecasting, training, vendor overflow management, SLAs, methods and procedures, process improvement, customer satisfaction, staffing, management reports and achievement of sales objectives. Petals filed for bankruptcy in May 2003 and released the majority of its staff.

o Key participant in the development of a brand new 24x7 Customer Service Center (CSC) that offered a ‘higher touch’ methodology whereby customer service was considered a key competitive differentiator. o Hired and managed the entire customer support team consisting of Network Operations Center (NOC) engineers, Unix and Microsoft engineers, customer service reps, project and account managers. o Created the methods and procedures that was critical path to Level 1 SAS 70 Certification achievement.o Developed the requirements for an online knowledgebase for Tiers I, II and III support.o Authored a Customer Welcome Guide detailing the support teams' processes and procedures and roles and responsibilities.o Managed customer activity through online customer contact trend analysis.o Maintained a <6 second ASA (average speed of answer) with a < 1% abandon rate.o Maintained a <1% churn rate.

During my last year at Prodigy, my primary responsibilities were as follows:> Integrated all Prodigy customer service business practices and procedures with new parent company policies and procedures> Identified new customer scenarios, developed new customer flows and created methods and procedures for company integration efforts> Responsible for the strategy, development, creation of content and implementation of the following online applications: a) Customer Care knowledge base b) Customer Care Project Initiation form - tool used by the Marketing departments to submit new project support requirements to Customer Care and, c) CSR Feedback application> Reengineered the Customer Care tracking system resulting in: a) Clear and concise customer reporting b) Eliminating dependency on Technology resources for maintenance and upgrades and, c) Quick identification of customer problems