Cindy Watts Email & Phone Number

Charlotte, Nc, Us

Pittsburg, Pa

Responsible for Software Implementation, scheduling, customer communications, creating and managing Milestones, project plan updates and development.

Philadephia, Pa

Responsible for Software Implementation, scheduling, customer communications, creating and managing Milestones, project plan updates and development.

Forest City, Nc

Responsible 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.

Fremont, California, United States

Responsible 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.

Develop 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.

Developed 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.

Reviewed 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.

Retail operation specializing in music, book, video, and novelty sales.Responsible for overall retail operations, including purchasing, bookkeeping, and employee performance.