Sarah Greene Email & Phone Number

Walnut, Ca, Us

Redlands, Ca

www.esri.com

Reports to and works under the administrative and functional supervision of the VP, Quality & Customer Care. Exercises functional supervision over Customer and Technical Support Representatives as well as coordinates with the Third Party Call Center Management, resellers and agents.SUMMARY:• Supervises and coordinates the activities of Customer and Technical Support Representatives at the company’s call center to meet company objectives, uphold corporate standards and culture, and create a best-in-class customer experience• Manages all aspects of customer communications including voice (inbound call flows and menu options, IVR messaging, agent skillsets, hours of operation), online live chat, website support, email, and fax • Responsible for the development and administration of policies, processes and practices designed to optimize operating performance and meet or exceed service metrics• Regularly reports on key process indicators (KPIs) and coordinates with call center supervisors on improvements• Investigates and resolves non-routine customer issues and/or complaints • Handles major problems concerning Return Material Authorizations and has overall responsibility for the process of authorizing and arranging for the repair of products both in and out of warranty• Has routine contact with all members of the sales, marketing, technical/customer support management staff, field service, and the RMA, service and warehouse staff• Interfaces with customers on complex customer support problems and issues requiring management intervention or advanced skills in problem solving, decision making, and/or negotiating tactics.

• Installed, removed, rearranged, programmed, tested, and repaired different complex video voice, data, and related equipment, and network services• Ordered and managed all local and long distance circuits and services for corporate headquarters and 25 sales employees’ business offices throughout U.S.• Administered Siemens HiCom PBX with PhoneMail including moves, adds, changes, and repair• Directed call accounting software server for reporting and trunk assessments• Established internet access for corporate headquarters, Canada office, disaster recovery site, and remote sales • Implemented and managed global wide area IP MPLS network services for 13 multinational sites• Ordered, provisioned, and supported wireless equipment and services including cell phones, Smartphones, and data cards for 135 users including international roaming and other features• Supervised Blackberry Enterprise Server and provide device and service support to all users• Administrated worldwide, single-vendor platforms for audio and web conferencing, as well as high-end video conferencing equipment at four international sites• Provided toll-free services to outsourced call center including IVR, call routing design, and on-hold messaging• Managed web-based e-mail and chat application for outsourced call center with over 75 agents in California and Philippines plus in-house support team of 10• Developed policies concerning company use of telecom equipment and services• Provisioned desk phones, conference room speakerphones, and headsets for corporate headquarters• Evaluated telecom invoices for correct billing and renegotiate rate plans for best pricing• Proactively coordinated with telecom vendors to assess existing and new services; developed cost-effective ways to provide corporate communications while maintaining high customer satisfaction and quality of service • Managed $1.5 M telecommunications annual budget

A multifunctional position reporting directly to the company owner and president of this $10M truck body and trailer manufacturing company. Responsibilities covered a broad spectrum including purchasing, accounts payable, payroll processing, employee benefits, database management, and front office management.

B.A., International Relations

Education record

Activities and Societies: Student Body Vice President, 1973 Recipient of the Casa Munras Hospitality Award for 1973

Education record