Cindy Watts Email and Phone Number
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Communication Planning Instructional Design Planning (Outsource and Local Interviewing Management Performance Management (Outsource and Local) Process Analysis (Outsource and Local) Process Planning (Outsource and Local) Project Implementation (Outsource and Local) Project Management Quality Assurance Success Criteria Planning (Outsource and Local) Technical Writing (Online,Outsource and Local) Training (Outsource and Local) Work Flow Design (Outsource and Local) Technical Microsoft Office (Excel, Word, Powerpoint, Visio) Windows Operating Systems (98, 2000, NT, XP) Oracle (Scheduling Tools, File Applications) Intuit Quickbase Internet Explorer/Navigator/Firefox PeopleSoft CRM Mail Protocols (IMAP, POP3, Exchange) Networking (system, routers, voip devices) Remedy Action Request SystemSpecialties: Soft Skills/CertificationSix Sigma Principles and MethodologyCoachingFranklin Covey Time ManagementNavigating ChangeSuccess Factors Performance EvaluationManaging ChangeStructured Behavioral Interview ProcessReady to SelectLAMA Sales TechniqueStepping Up to ManagementLeadership BridgeSubject Matter Expert (Billing, Support Procedures, Outbound Call Processes, VOIP technology)
Jenesis Software
View- Website:
- jenesissoftware.com
- Employees:
- 30
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Business Operations CoordinatorJenesis SoftwareCharlotte, Nc, Us
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Professional Services Project CoordinatorEproductivity Software Oct 2022 - PresentPittsburg, PaResponsible for Software Implementation, scheduling, customer communications, creating and managing Milestones, project plan updates and development. -
Project CoordinatorEproductivity Software Oct 2022 - PresentPhiladephia, PaResponsible for Software Implementation, scheduling, customer communications, creating and managing Milestones, project plan updates and development.
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Software Implementation, Learning And Development, Quality Analyst, Project And Process ManagementJenesis Software Mar 2009 - PresentForest City, NcResponsible for creating learning documentation both written and video, training software to new and existing clients, implementing the software in to their organization, and developing new process flows for the training program. I also create the documentation for our online FAQ's, Social Media Posts and Alerts. In addition I am responsible for Product Quality and I build and maintain Wordpress Websites for our clients. Duties also include project management for software conversions.
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Senior Support AnalystEfi Jan 2018 - Mar 2023Fremont, California, United StatesResponsible for managing client issues via ticketing systems and phones. Responsible for interacting with development and other teams to come to resolution for clients. Also responsible for Quarterly Customer Success calls with clients and writing and updating Knowledge Center articles. Familiar with SQL structure and easy queries.
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Manager Strategic Operations –Voice SupportEarthlink Jul 2005 - Oct 2007Develop and implement support projects for three (3) Voice over IP product lines. Design contact center implementation plans for new processes. Develop process concepts and flows from beginning to end, including tool development. Create long term strategic plans for reducing costs and improving customer satisfaction.Launched No Dial Tone team at a new contact center which increased productivity by 100% over the previous processes.Revised voice escalation processes to include implementation of an internal Live Chat program which reduced contact rate by over 20%, increased customer satisfaction by 5%, and increased first call resolution by 16% over a 6 month timeframe.Implemented process improvements such as tool enhancements and aided in streamlining training materials which helped to reduce average handle time by 7% and reduce cost per subscriber by 10%, year-to-date. -
Technical Support Strike Team Supervisor (20 Agents)Earthlink Mar 2003 - Jul 2005Developed processes and procedures. Created process documentation and call scripting, analyzed data on a performance and campaign level, examined and implemented new initiatives, facilitated cross departmental meetings, evaluated agent performance, interviewed candidates, provided ongoing training, reviewed and submitted payroll, monitored workforce adherence and Quality Assurance.Successfully created and implemented agent level standards of performance and reporting. These programs led to increased productivity and efficiency within the group. Created an analysis of the group’s workload to determine what projects would add value to the group. This increased Customer Satisfaction from 40% to 80% .Developed project plans for various test initiatives within the group. Successfully completed all test initiatives and provided data for potential revenue generation and operational feasibility.
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Customer Service/Customer Retention Supervisor (23 Agents)Earthlink Jul 2000 - Mar 2003Reviewed and revised training modules to assist in transitioning the Retention program to Outsource Partners. This program was successfully transitioned and the documents were used across multiple platforms.Created a system that would allow consistent employee evaluation across multiple platforms. This program increased employee awareness and drove efficiency and productivity. The program was successfully adopted by the contact center.
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ManagerTower Records Jun 1998 - Jul 2000Retail operation specializing in music, book, video, and novelty sales.Responsible for overall retail operations, including purchasing, bookkeeping, and employee performance.
Cindy Watts Skills
Cindy Watts Education Details
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Devry Institute Of TechnologyBusiness Administration, Management And Operations
Frequently Asked Questions about Cindy Watts
What company does Cindy Watts work for?
Cindy Watts works for Jenesis Software
What is Cindy Watts's role at the current company?
Cindy Watts's current role is Business Operations Coordinator.
What is Cindy Watts's email address?
Cindy Watts's email address is ci****@****efi.com
What is Cindy Watts's direct phone number?
Cindy Watts's direct phone number is +182824*****
What schools did Cindy Watts attend?
Cindy Watts attended Devry Institute Of Technology.
What are some of Cindy Watts's interests?
Cindy Watts has interest in Environment, Science And Technology, Animal Welfare, Arts And Culture, Health.
What skills is Cindy Watts known for?
Cindy Watts has skills like Training, Process Improvement, Customer Service, Program Management, Coaching, Project Management, Quality Assurance, Management, Insurance, Visio, Technical Support, Leadership.
Who are Cindy Watts's colleagues?
Cindy Watts's colleagues are Jason Cooley, Tauhid Alam, Kaylee Spangler, Lisa M Gibson, Adam Tessener, Heather Boone, Eric Villarreal.
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