Barbara Molnar Email and Phone Number

A former technology executive and bank vice-president who now recruits top-performers for a select few technology providers.

An experienced manager with a track record of reducing costs, improving profits and enhancing customer satisfaction.

Process Improvement

Over 7 years of experience directing staff personnel in facilitating cross-functional teams to identify process improvement opportunities and develop and implement appropriate countermeasures. Application of quality and process management methodology resulted in the following achievements: Increased customer satisfaction by 11% by implementing one-call resolution methodology in care centers Implemented out-sourced account management function resulting in millions of dollars in annual cost savings. Managed IT projects to increase order visibility, recapture revenue and resolve held orders Identified “Best Practices” in customer support tools and metrics and implemented across company Facilitated and managed IT development and deployment of data warehouse to track Key Performance Indicators (KPI’s) Decreased headcount by 18% through implementation of proactive customer care system Integrated the operations, billing, customer care and sales functions of an Optical Ethernet Provider purchased by Qwest. Facilitated the end-to-end process design and project managed the implementation of a seamless process across sales, sales operations, provisioning, repair, contracts and pricing Reduced overall order life cycle time from 118 days to 45 days Developed Standard Operating Procedures to reflect integrated collection and credit processes

Seven years experience directing billing, auditing, customer-facing care and order processing organizations. Responsibilities and achievements have included the following:CUSTOMER CARE EXPERIENCEComprehensive experience managing customer care function in call center environment and proactive order management centers:o Managed 120 employees at inbound customer care center in Minneapolis servicing ordering and billing inquiries for large business customerso Direct responsibility for 70 account consultants in Lynchburg, VA in vendor-based center managing telecommunications needs for government and large business customerso Ran customer service function utilizing 170 full-time employees fielding over 40,000 calls per month at two vendor call centerso Managed 40 employees in customer-facing order engineering center for VOIP, Dedicated Internet Access, Private Line and Web Hosting orderso Directed 12 employees in servicing E-Rate program needs for schools and librarieso Managed 10 employees at inbound call center for aerospace equipment manufacturerACCOMPLISHMENTS Reduced customer adjustments from $95M in 2008 to $38M in 2011 Recovered over $12M in under billed revenue in 3 years Increased termination liability billings by 200% in two years Directed internal auditing group in proactive discovery of billing errors  Managed vendor providing customer care and order processing with annual budget of $7.2M Increased on-time performance levels by 60% in key areas