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Customer Service Manager Resume


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Resume:


Karen  Wiechnicki    C: (phone hidden)      (email hidden)

_______________________________________________________________________________

 

Customer Support Manager

Experience supporting market research, financial planning services, beverage distribution, newspaper / multi-media industry and most recently an online ticket organization.  Proven experience and skills in the following areas:

                 

                  Customer Service                                                  Staff Development / Team Building

                  Help Desk                                                                         Team / Corporate Training

                  Outsource / Vendor Management                         Global Management                           

                  Project Management                                             Organization Redesign

                                                          

 _____________________________________________________________________________________________________

 

 

StubHub                                                                                                                                 -

StubHub is in the secondary ticket marketplace for entertainment and sporting events.

 

Customer Service Outsource Manager

Manage the customer service performance of the newest outsource vendor.  The vendor came onboard in August of last year and is a virtual call-center. Agents are located across the nation and work from their home offices.

 

  • Track key metrics (including monitor feedback) to improve agent performance
  • Provide the necessary training and support resources to enhance agent knowledge and customer experience.
  • Effectively communicate the StubHub philosophy and culture for agent adoption; with the ultimate goal to provide a near-seamless experience for our customers regardless of what call center is reached.
  • Drill down on technical issues to resolve issues
  • Manage budgetary expenses.

 

THE HARTFORD COURANT                                                                                          –

The Hartford Courant is the oldest continuality published newspaper in the nation.

 Customer Relations Manager (April to )

Directed the operation of the customer service department to achieve the highest level of customer satisfaction and retention of subscribers.  Provided quick and efficient response to the service needs of the subscribers, delivery contractors and circulation staff. Successfully launched and supported new products to the market:  cultivated strong relationships with business leaders and the outsourced service vendor supporting subscribers.    Worked closely with Circulation and Branch Managers, IT, HR and Tribune corporate personnel to build collaborative relationships.

 
  • Continual evaluation of customer service process to ensure the highest level of customer satisfaction while maintaining efficiencies.
  • Managed a local team of Customer Service Specialists; met service level goals and Customer Service budget.
  • Managed small retention team of specialists, meeting sales goals out of months.
  • Effectively mentored the managers/supervisors of the outsource vendor team. Provided on-going support, feedback so quality /service metrics were achieved.
  • Supported the launch of the online newspaper eCourant.  Troubleshoot end-users issues and escalated persistent technical issues to software vendors. Responsible to document, track and resolve end-user issues.  
  • Responsible for enhancements / testing of IVR & Web gateway applications for increased customer functionality, improve efficiencies and improving end-user experience.       
  • Transitioned collections vendors used for Collections for an expense savings.
  • Assisted with the Speech Attendant application by developing workflows, distributing communications to end-users, and fine-tuning the application with IT.
  • Experience transitioning/ training/ supporting the outsourcing of customer service operations.

 

Database Marketing & Retention Manager (August to April )

Supported Circulation acquisition and retention by utilizing database-marketing principles that maximize sales/retention opportunities.  Maximized productivity and maintain the highest level of system integrity for circulation databases.  Worked closely with Circulation Managers, Advertising, IT, and HR personnel to build collaborative relationships.

 
  • Installed the marketing database application (MaaX) from Astech-Intermedia. Responsible for regular maintenance of tables and the weekly data refreshes.
  • Directed the analysis and campaign tracking to provide direction on marketing opportunity.
  • Managed the daily operations associated with the GEAC Circulation.System
  • Managed and negotiated external vendor and consultant relationships for data overlay for the GEAC system and system programming.
  • Responsible for evaluating / recommending data lists to maintain highest database quality levels. 
  • Supervised the Circulation Systems database staff:  
    • Focus on development of each individual staff member and ensure cross training of all critical functions.
    • Set individual performance goals and measurements

 

 

Consulting - Mellon                                                                                                               –

Mellon is one of the worlds leading providers of financial services for corporations, institutions, and affluent individuals around the globe.

Human Resources and Investor Solutions is one of the largest consulting, outsourcing and processing companies in the Untied States for Human Resources and shareholder services.

 

Mellon purchased the DirectAdvice assets in January of . I was asked to stay on, in a consulting capacity as the Director of Customer Support. I retained the duties with DirectAdvice as well as being responsible for integrating the new financial planning service into Mellon’s product offering. I worked with Corporate officers to assist them navigate the complexities of the financial planning platform. Working with Mellon operations team I established the contact center structure within the Mellon organization, to support the financial planning application.

 

 

 

DIRECTADVICE, INC                                                                                                      (phone hidden)

A Web-based financial planning platform that compliments a corporations’ existing benefits package by providing access to financial products and services. The financial service platform is fully customizable to accommodate US and international regulations, successful installations in Germany, Japan and Australia. Formal operations began in , with the official product launch in May of .

 

Director of Customer Support

Created a multi-tier client support department for the web-based financial planning application. Developed the customer care plan ensuring that service goals were met. Formulated strategies and advised Partners in best measures to incorporate financial planning application support into their existing contact centers. Led in the implementation of new technology advancements that help support the business growth and emerging client needs.

 

 

  • Created a Help Desk infrastructure to resolve technical issues pertaining to a client’s Browsers and/or Operating systems and the ASP software used to interface with the financial service. Consistently met % of Help Desk service levels, while still meeting % of Customer Support service levels.
  • Designed customer service tools to support client activity, including the graphical user interface (GUI) and resource libraries. Created and maintained a database of template responses pertaining to a variety of frequently asked question on; financial planning, fund and investment strategies, employer retirement plans, estate planning, and life insurance.
  • Instrumental in the re-design, and training of proprietary interactive e-chat software.
  • Responsible for monthly Partner reporting on web-activity and help desk issues.
  • Responsible for establishing staffing requirements, recruiting, interviewing and training of selected personnel.
  • Established benchmarks and workflow procedures, resulting in a % increase in productivity.
  • Presided over focus groups to extract feedback of web site to identify usability and design issues as well as acceptability of product concept.
  • Interfaced with business partners to create appropriate support structure; created and presented customized training programs specifically targeted for Support Representatives, Management and Trainers.
  • Collaborated with product management to ensure successful rollout of product offerings.
  • Conducted quality assurance review on product and client troubleshooting.
  • Coordinated Regression and Performance testing on the financial planning software.
  • Regularly collaborated with Sales, Financial Advisors, IT, Marketing, Strategic Development teams.

 

 

 

 

ZD MARKET INTELLIGENCE                                                                                      (phone hidden)

(Division of Ziff-Davis Publishing)

Leading market research firm with employees worldwide dedicated to the computer and telecommunications industries.

 

Operations Manager

Directed a satellite outbound Call Center with seats, averaging , outbound calls a month. Responsible for the management of domestic and international databases, production quotas, scheduling, merit reviews, recruiting, training, and quality control standardization.

  • International Corporate Liaison (Dublin, Ireland - Paris, France - LaJolla, CA - Farmington, CT).
    • Restored corporate communication channels.
    • Recruited and hired a Manager and two Supervisors for Dublin Call Center.
    • Assessed the existing operation, and streamlined processes resulting in a % increase in productivity.
    • Instituted benchmarks to align site with global operations.
    • Implemented a Supervisor skill- training program.
    • Conducted Team Building training with CSR’s.
    • Remodeled the call center, which increased workspace while improving the office appearance.
    • Reorganized the department to meet the goals and expectations of new parent organization, resulting in increase in profitability without an interruption in product delivery.
    • Developed and implemented benchmarks, quality standards and best practices.
    • Increased database currency by % three months ahead of goal.
    • Streamlined workflow and quality control process resulting in % increase in productivity, while reducing error rate to %.
    • Co-designed and executed a new program for recruiting, hiring and training of new personnel, resulting in % increase in procedure efficiency.
    • Developed and implemented creative incentives and benefits for Callers, resulting in % increase in productivity while reducing attrition by %.

 

 

 

Software

Avaya CMS Supervisor; Oracle Siebel Call Center .; Oracle Live Help on Demand;  SharePoint; CXM Co-nexus; Merant PVCS tracker system; WebTrends Enterprise; Proprietary e-chat software; CFMC Survent Cati software; Sawtooth’s Ci Software; Kana CRM;  Firepond/BrightWare Email system (Answer Agent, Agent and Supervisor Desktop, Report Manager); Web-Ex conferencing and online meeting service; Astech-Intermedia’s MAAX (marketing automation and analytics) software; ATEX GEAC circulation application; Neasi-Weber Discus circulation system; Kronos timekeeping/payroll; ISD used for Web and IVR. Administrative tools for Tecnavia and Olive software to manage electronic e-edition of the newspaper.   PayPal application for e-edition payments.