Salary range: $100,000 to $150,000 Willing to relocate: Yes Years of related job experience: 20 Highest degree earned: Bachelor of Business Administration (BBA) Software: Microsoft Word, Excel, Outlook, PowerPoint, SalesForce.com, Call Center/ Contact Center ACD, VRU, IVR, VoIP, Workforce Scheduling and other related contact packages.
This senior executive offers successful expertise in designing customer focused marketing
integrated solutions for National Account Management teams, multi-site call centers, internet
portals, sales/ technical/ and customer service global contact centers across various
industries. She brings demonstrated ability in developing value added customer centric programs
and metrics based quality control initiatives to any corporate environment.
EMPLOYMENT HISTORY
Organization: Please reach us for these details! Location: Nashville, TN Job title: Vice President of Client Care – USA & CN Years and months employed: 1 Year(s) 8 Month(s) Responsibilities: Accountable for developing, strategically aligning, and evolving the North American and Canadian
client experience in concert with the field and inside sales organization via contact center / call
center interface and direct account management functions in the post sales client relationship
cycle. Ensured timely and accurate client interfaces for successful business integrations.
Accountable for developing and evolving an enterprise wide client centric culture in addition to
productivity analysis, performance dashboard metrics, and client complexity models.
Responsible for client retention with other internal company stakeholders.
Organization: WILLIS NORTH AMERICA Location: Nashville, TN Job title: Vice President of Service Center Operations – Dome Years and months employed: 1 Year(s) 5 Month(s) Responsibilities: Responsible for developing and implementing the strategic positioning of three domestic and international (India) based contact center operations: Insurance Certificates/ Auto ID Cards Center, North American Accounting Center, and the North American Claims Advocacy Center.
Developed the project management plans for re-engineering global operations inclusive of hiring management talent, developing operational Service Level Agreements (SLAs), global staffing models, key quality performance metrics, and training initiatives with the goal of driving down operational costs allocated back to field offices. Collaborated with internal and external clients across North America in order to strengthen the multiple operations in order to lend a competitive edge to the overall corporate Client Advocacy strategy.
Organization: TROVER SOLUTIONS, INC. Location: Louisville, KY Job title: Vice President of Corporate Client Solutions Years and months employed: 2 Year(s) 7 Month(s) Responsibilities: Responsible for developing diverse corporate strategies for securing solutions based partnerships with clients via multiple customer contact levels. Leveraged external research firm to pinpoint statistically valid quality indicators for the current marketplace which ultimately drove change through the original company business model. Accountable for restructuring and realigning the National Account Management and Client Systems operations for better client support and 20% value added revenue generation. Insured long term client satisfaction enabling revenue stream forecasting. Responsible for eliminating obstacles impacting the timeliness of client data installations. Developed Client Issues Tracking system to pinpoint account management productivity inhibitors and improve turnaround time for resolution of client issues.
EDUCATION
Institution Name: Texas State University Location: San Marcos, TX Degree earned: Bachelor of Business Administration (BBA) Major/Concentration: Marketing & Management
