Dedicated Operations/Team Manager and effective leader who excels at using proven methods and cutting-edge technology to successfully cut costs, streamline operations and increase productivity.
Cost reduction and containment
Microsoft Office Suite expert
Productivity improvement specialist
Contract review and recommendations
Quantifiable revenue increases
Created critical KPIs to track and improve first call resolution, customer satisfaction scores and product upgrades.
AppleCare Team Manager (Remote)Jul 2015 to Current Apple
Successfully managed the activities of 20 team members in multiple locations.
Created training manuals targeted at resolving even the most difficult customer issues.
Implemented and monitored programs to maximize customer satisfaction.
Owned team productivity metrics.
Routinely prepared and evaluated CRM reports to identify problems and areas for improvement.
Effectively communicated with team members to maintain clearly defined expectations.
Addressed negative customer feedback immediately.
Lead on and off-site customer support teams across multiple time zones.
Solutions Center Operations Manager (Remote)Feb 2013 to Jul 2015 Support.com
Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
Develops call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.
Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.
Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
Maintains equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades.
Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
Designs and maintains website, marketing materials such as brochures, postcards, web flyers and Facebook fan page.
Advanced Services Repair SupervisorJan 2008 to Jan 2012
Supervised, interviewed and hired a staff of Technical Support representatives.
Provided initial as well as ongoing training and coaching for Technical Support representatives.
Coordinated and scheduled work assignments relating to subscriber inquiries support calls and complaints.
Handled difficult customer inquiries and complaints referred by Customer Service Representatives (CAEs.) Monitored CAEs to ensure professionalism accuracy and use of information given and performed semi-annual and annual performance appraisals.
Set productivity standards and goals; monitored daily/weekly/monthly progress.
B.S, Business Marketing ManagementJune 2010Western Governors UniversityBusiness Marketing Management
Sales Software: Salesforce.com, TapScan
Public Relations Software: Bacon's Mediasource, Factiva
Desktop Publishing Software: Photoshop, Illustrator, HTML