Bobi Jo Duncan Email & Phone Number

United States

Dallas/Fort Worth Area

As the Director of National Accounts I mentor 6 account managers, managing 12 clients with a total revenue of over $75M. I assist with clients by building a Strategic Account Plan to provide a holistic view for executive leadership to understand and support business development. Drive regular reviews with internal key decisions makers to achieve KPI and.

Fort Worth, Texas Area

I was part of a very small group to pilot and launch a new 3PL delivery service. I started by developing the processes and SOP with the client as the Process Improvement Manager. My gift for relationship building was recognized and I was hired as the first National Account Manager. I launched each new client while training my back-fill for each client. It.

Dallas/Fort Worth Area

• Recognize, analyze and drive efficiency in Sears Home Services operations.
• Lead Customer Experience project resulting in the redesign of roles and responsibilities nationally and improving missed time windows by 6%.
• Increased profitability by creating a strategy for prioritizing calls based on profit per hour.
• Responsible for managing the routing department’s accountability to create productive routes, reduce payroll expense, and increase field productivity.
• Liaison with the field operations teams to identify opportunities for improvement and provide strategic solutions for operational improvement such as rescheduled, missed time windows, productivity, and service order.

Austin, Texas Area

• Focused professional supporting desktops for internal and external customers, software implementation and upgrades, while managing an SQL database used for issue tracking and inventory management.
• First line of support for 400 onsite and 48 remote internal employees, and 2500+ external customers
• Produce data analysis from multiple sources utilizing Excel and Crystal Reports on current call volumes and trends
• Resolve issues for external customers utilizing in-house developed web-based applications that deliver over a million dollars in revenue for customers
• Test and support upgrades to internal applications, hardware and network structure through education and issue resolution with customers in person, over the phone and in written communications
• Conduct software implementation and upgrades, while managing a SQL database for issue tracking and inventory management

Austin, Texas Area

• Directed team of 5 mid-level project and program managers including staff located in India, focused on delivering technology solutions for business processes improvement, resource utilization and worldwide collaboration
• Lead global cross functional team to resolve agent dissatisfaction with training. Utilized BPI (Six Sigma) methodology to resolved 6 process issues and 8 design flaws in response to feedback. Resulted in 44% improved.
• Implemented Closed Loop Corrective Action process resulting in 150 corrections to technical new hire in the first month. Resulted in 85% faster response time to update/corrections
• Created a global bi-weekly newsletter for driving alignment, best practice sharing and excitement among training fraternities
• Drove worldwide team collaboration and cooperation; utilizing communications, technology and partnering to deliver cohesive messages and results
• Researched and delivered: vision, business requirements, scope and CBA documents for worldwide LCMS and Share Point implementation

Austin, Texas Area

• Seven years dedicated to improving the customer experience for Dell computer users, through enterprise storage system development, call center performance, agent training and certification.
• Drive global projects for both Dell Partner team and Dell badge technical support sites focused on productivity, customer experience and global standardization of product deployment and services.
• Led team to create process and policy for newly created service brand “Dell On Call”
• Led cross-functional meetings within Dell International Services, Outsource Partners and Consumer
• Technical Support driving alignment of resources and objectives resulting in quarterly business initiative road maps.
• Primary focal point for communications and information dissemination to global teams to maximize productivity and policy adherence

Austin, Texas Area

• Improved agent performance by detailed needs analysis of agent behavior, metrics and business goals; recommending global training needs for Consumer Technical Support and Care Agents
• Designed and documented processes for global standard Training Needs Analysis process
• Created Training Governance process resulting in the first 100% compliance of training in East (India) Region
• Successfully decreased agent training for queue consolidation initiative by 35%, while still increasing performance metrics; delivered training recommendation for all change the business strategic projects
• Proactively developed and implement new processes to streamline global training roll outs including mitigation processes for JIT “Just in Time” training

Austin, Texas Area

• Launched process and policy for newly created brand “Dell On Call”, resulting in a new revenue stream
• Drove cross-functional meetings within DIS, Outsource Partners and CTS driving alignment of resources and objectives for the advancement of Customer Experience programs
• Responsible for managing and coordinating communications and information dissemination to global teams in India, Philippines, El Salvador, and North America to maximize productivity and policy adherence
• Analyzed business initiatives, projects and products for business value, speaking for Consumer Support organization in PRP and operations prioritization governance

Austin, Texas Area

• Lead team of 26 highly skilled technical support technicians focusing on delivery of technical assistance, and gathering data for call avoidance resulting in customer satisfaction and process improvement.
• Lead Cust. Experience Champions program improving customer satisfaction by 45% Y/Y
• Increased Employee Satisfaction “Tell Dell” scores 20% Y/Y
• Increased Productivity 20% Q/Q
• Central point of accountability for service issue resolution for Consumer VIP customers

• Analyzed risk and customer experience on NAS, RAID and Network Administration software prior to RTS
• Conducted Out of Box Experience audits on prerelease manufactured equipment
• Enhanced test coverage by writing test Visual Basic scripts to simulate customer environment, reduced testing cycle time by 25%
• System Test Tech Lead on Rogers 1.1 Project; created test plans, status reports and exit documentation
• Setup and maintained multi-protocol network integrating Linux, Macintosh, Windows 2000 and NT

• Provided database management, reporting and email administration for private non profit organization.
• Project manager on software requirements and implementation of support tracking software
• Design processes to track open issues time to resolution and cost per incident
• Implemented SQL database for tracking and reporting helpdesk issues
• Designed and implemented SQL automated call escalation schemes based on subject, customer and time active
• Performed Work Process Mapping to standardize system setup reducing setup time by 4 hours and increasing platform uniformity