Technical Project Managment

Manage IT implementation projects for the Network Expansion and Operations Services group. Responsible for the implementation of new gift card partners and digital content programs. Document requirements, coordinate schedules and manage communications within the project team. Work closely with technical staff and business development to coordinate multiple deliverables related to project completion.

Primary point of contact for multiple client call center programs. Responsibilities range from initial program implementation, project management and performance analysis. Drive program performance metrics and develop account strategies that facilitate growth and profitability. Coordinate and support continuous improvement through agent development programs, and work with clients to optimize customer call experience.

Developed and executed customer acquisition (phone and direct mail) channel marketing and production initiatives that increased the quality and sales effectiveness of all business channels with an annual budget of $1.5M. Analyzed customer data reporting, surveys, focus groups, vendor feedback and monitored calls to translate findings into a 12% reduction in cost per call that also enhanced overall customer satisfaction. Conducted organizational meetings focused on measuring performance to goals, service level agreements and cost analysis.

Managed global Call Center vendor relationships and performance measures for outsourced telemarketing vendors in the U.S, India, Philippines, and Mexico. Provided customer support for new card acquisitions / activations, direct mail, and enhancement products via phone / reply card channels associated with Washington Mutual partners. Provided support as second tier of the escalation process to close the loop on customer issues and vendor action plans. Established a real-time (performance reporting) tool to track and manage vendor performance. Accountable for market planning, execution, quality audits, and analysis for multiple projects. Produced monthly and quarterly vendor performance scorecards and business review decks. Oversaw global dynamic call allocation and distribution and workforce process between vendors and Washington Mutual Command Center.

Developed and executed customer acquisition (phone and direct mail) channel marketing and production initiatives that increased the quality and sales effectiveness of all business channels with an annual budget of $1.5M. Analyzed customer data reporting, surveys, focus groups, vendor feedback and monitored calls to translate findings into a 12% reduction in cost per call that also enhanced overall customer satisfaction. Conducted organizational meetings focused on measuring performance to goals, service level agreements and cost analysis.

As the primary point of client contact and escalation, oversee execution and completion of Zomax outsource solution programs for customers such as Cisco Systems, Hewlett Packard/Compaq, LucasArts Entertainment, Pinnacle Systems, Toshiba, Apple Computer and vmware. Manage the client relationship by coordination with internal Zomax operations groups such as sales, manufacturing, fulfillment, financial services, customer contact call center and information technology teams. Gather specifications from the client and negotiate project requirements, pricing and timelines. Conduct client meetings for process design, documentation and business review. Write scope of work, maintain contractual compliance and write changes to the scope of work as necessary. Review end user communications to identify program trends and process improvement opportunities. Collaborate with supply chain team to manage inventory levels in conjunction with lifecycle phases.

Managed call center for customer service, sales and technical support of consumer electronics distributor.