Jean Byrd, Master Of Arts Management Email & Phone Number

United States

Dallas/Fort Worth Area

Dallas/Fort Worth Area

Fort Worth, Texas

• Responsible for interviewing and hiring employees• Launched IVR system which handled approximately 800,000 calls over the course of 1 year• Communicated standards of excellence, processes, and policies for project manager, supervisors and frontline employees• Awarded 6.5% bonus for work on team that implemented new CRM in the center

Fort Worth, Texas

• Managed/coached a team of 10-14 technical support supervisors to exceed operational metrics • Provided leadership/development of supervisors and ensured consistent application of company policies• Reduced errors on customers’ trouble tickets from 25% to 10% which positively impacted customer satisfaction

Fort Worth, Texas

• Supervised work of 4-5 subordinate project program managers• Managed 3 offline customer service support teams• Performed root cause analysis which assisted center in 31% reduction in cost to serve customers • Assigned individual projects, identified appropriate resources and reported on project status to call center director • Provided leadership to Community Relations Team and DFW Corporate Social Responsibility Committee• Served as an officer for one of Sprint’s 6 Employee Resource Groups

Fort Worth, Texas

• Managed Retention and Contract Renewal Department and led the activities of 8-12 supervisors • Exceeded critical customer retention and contract renewal goal of 50% conversion rate • Directed offline team responsible for implementing processes in the merger of Sprint and Nextel• Worked with corporate office to provide valuable feedback on marketing campaigns

Master Of Arts (M.A.), Management

Activities and Societies: Delta Mu Delta

Bachelor'S Degree, Business Studies

Activities and Societies: Delta Mu Delta