customer care center solutions specialist resume example with 14+ years of experience

Jessica Claire
Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
Home: (555) 432-1000 - Cell: - - : - -
Lean Six Sigma/Green Belt * Manufacturing * Space Planning Telecommunications * Utilities * Call Center Operations * Change Management Solution Oriented * Client & Vendor Relationship Management * Workforce & Resource Management Exceptional Leadership & Interpersonal Skills * Outstanding Written & Verbal Skills Proven Ability to Manage in Tight Budget & Deadline-Driven Environments
Microsoft Office Suite, AutoCAD, MiniTAB, Adobe Professional, VersionOne, KANA tools.
01/2012 to Present
Customer Care Center Solutions Specialist Cke Restaurants Bladenboro, ,
  • Manage projects associated with the design, development, implementation and maintenance of Customer Care Center applications, telecommunication and data systems to improve customer satisfaction, revenue and cost effectiveness.
  • Manage the daily and quarterly activities of multiple applications with 80,000 users that generate the highest customer traffic and revenue.
  • Implemented twenty-five (25) enhancements to an application for the first time since its conception to make it more user-friendly.
  • Managed the rewrite and migration of an application to a different platform.
  • The Project and team were recognized for its efficient use of the Agile Methodology.
  • Establish timelines; identify resources, delegate assignments and monitor progress against established goals.
  • Ensures compliance with established policies, procedures, standards and guidelines such as PCI, SOX, privacy and/or security.
  • Develop communications and coordinates work amongst internal business customers and information technology teams for system enhancements, training and implementation.
  • Gather, compile and translate the needs of the business into technical requirements.
  • Conducts Customer Acceptance Testing.
  • Develops test scripts and documents results.
  • Establishes and analyzes performance indicators, prepares comprehensive reports and presentations that identify trends, project costs, and performance data.
  • Provides budget input for projects and corporate wide expenditures.
06/2008 to 12/2011
Operations Industrial Engineer Harrison, NY,
  • Oversaw and applied industrial engineering, standardization, and continuous improvement principles to improve service, productivity and cost performance through direct involvement in the mail processing operations from collection to delivery.
  • Project Management/Communication/Technology: Collaborated with Plant Operations Managers and Executives to re-engineer operations and processes to improve mail flow and reduce cost.
  • Led cross-functional teams in Lean Six Sigma improvement projects that cover workroom floor layout, methods improvement, production planning and control, and work hour reduction.
  • Conducted daily workroom floor audits and monthly safety inspections of Delivery Units to ensure OSHA compliance.
  • Oversaw and monitored operations and equipment performance using national and local reporting metrics.
  • Developed SOP (Standard Operational Procedure) documents for mail processing operations.
  • Provided input for the preparation and justification for new and altered facilities and equipment.
  • Compiled and distributed Employee Notifications and "Direct Lines" (Operational Changes).
  • Created and revised AutoCAD drawings/layouts of Delivery Units and Distribution Center's workroom floor.
  • Jessica.
  • Claire Page 2 Workforce Management/Leadership Developed and managed staffing models to promote effective use of employees and equipment; provides advice and guidance on how to best schedule employees to meet mail volumes and time constraints.
  • Served as a liaison between Management and local Union Leadership to ensure employee bid assignments meet the operational needs of the business.
  • Managed and tracked all injured employees.
  • Assess and ensure all injured employees are performing operationally necessary tasks within their restrictions.
  • Shift Manager of day to day operations for Christmas Facility.
  • Responsible for interviewing, hiring, training and supervising (15) fifteen temporary workforce employees.
01/1 to 01/1
Network Design Engineer General Dynamics City, STATE,
  • Utilized network traffic data and customer requirements, to design and integrate the 5ESS-Switching network, into central offices throughout the Mid-Atlantic region.
  • Project Management/Communication/Technology: Analyzed growth data and capacity traffic (analog vs.
  • digital line forecasts) and planned installation of new PRI, BRI, ISDN X.25, T1s, T3s, DS1s, DS3s, and STS1s circuits.
  • Developed "Engineering Analysis Packages" as part of the front end internal process, which enabled the Detail Engineers to write comprehensive technical specifications for the project.
  • Processed over $1M in hardware sales for customer.
  • Managed system conversions, cutovers, and upgrades.
Power Engineer & Space Planner LUCENT TECHNOLOGIES City, STATE,
  • Designed and strategically planned the addition, removal and modification of Central Office Power Equipment in response to network growth trends and forecasts.
  • Power plants supported the growing demand for voice, data and video products and services over intelligent wireless, broadband and global IP networks.
  • Project Management: Engineered the installation of 100 new DC power plants and AC/DC distribution systems, each valued at $300K, in over 40 offices throughout the New Jersey region, to provide new services to local customers.
  • Managed the project from end to end.
  • Provided technical leadership on all projects within the territory from conception through completion.
  • Resolved all issues relating to the technical, administrative and financial aspects of the project.
  • Partnered with corporate real estate and local utility company on Capital projects estimated at $1M to replace manufactured discontinued central office turbine generators.
  • Leadership Skills/Space Planning: Traveled 90% to perform physical inspections of offices to consult on design, floor layout and installation of equipment.
  • Supervised teams of engineers, architects, general contractors and vendors to make certain that office floor space was able to accommodate network growth, as well as, resident employees.
  • Coordinated and conducted key project meetings (i.e.
  • RFQs", "RFPs", "Bid-walks") with clients and vendors to develop the project schedule and design plan.
  • Trained, oriented and mentored new Power Engineers to ensure understanding of job function.
  • Secured funding, issued planning documents, updated office records/drawings and issued authorization requests to vendors.
  • Communication/Technology: Wrote business plans to secure funding to install new generators, and replace critical parts.
  • Efforts saved company significant capital costs and guaranteed uninterrupted service to approximately 40,000 customers.
  • Developed the company's first job function training manual for the Mid-Atlantic region.
  • Recognized by Executive management and manual is still used today.
  • Developed and delivered a high impact presentation to 10 employees of an Egyptian Telecom company in support of Verizon's effort to build international relationships and assist in a start-up company's development.
Expected in August 2005 to to
Master of Business Administration:
- ,
Expected in May 1998 to to
Bachelor of Science: Electrical Engineering
Strayer University Morgan State University - Owings Mills Baltimore, MD
Electrical Engineering
5ESS, administrative, Adobe, Agile, AutoCAD, broadband, budget, business plans, hardware, continuous improvement, clients, customer satisfaction, Customer Care, DC, Delivery, engineer, Engineering Analysis, Executive management, financial, functional, hiring, industrial engineering, information technology, IP, ISDN, layout, Leadership, Leadership Skills, meetings, mail, Microsoft Office Suite, office, migration, MiniTAB, network, networks, Office Power, PCI, policies, presentations, processes, progress, Project Management, real estate, reporting, safety, sales, scripts, Six Sigma, SOP, Space Planning, staffing, supervising, T1, Telecom, telecommunication, upgrades, video, X.25

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Resume Overview

School Attended

  • Strayer University Morgan State University

Job Titles Held:

  • Customer Care Center Solutions Specialist
  • Operations Industrial Engineer
  • Network Design Engineer
  • Power Engineer & Space Planner


  • Master of Business Administration
  • Bachelor of Science

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