Consultant Resumes in US-New York: Irene

Consultant Resume

Contact Candidate

Name:

Irene

Location:

US-New York

Experience:

Willing to Relocate:

Willing to Travel:

Most Recent Job Title:

Consultant

Personal Website:

Objective:

To work somewhere that is challanging and is a career not just a job

Resume Text:

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or businesses on policies and procedures, customer service, department re-engineering and redesigning departments to be more cost efficient and productive.

2005 – 2006 Director of Customer Contact Programs
Marshall & Swift Boech a MDA Company
Lawrenceville, NJ

• Manage three departments consisting of Customer Service, Quality Control and Appraisals
• Recruited, managed and set up outsource call centers to take overflow as well as manage Canadian project
• Designed, implemented and wrote policies and procedures to increase revenue and reduce expenses including new programs developed to increase sales
• In conjunction with sales developed new products and services developed to increase revenue and the capabilities of the call center
• Trained, coached, hired and fired management staff, increasing moral and employee retention
• Developed training process to increase customer satisfaction and quality of work
• Managed departmental budget, reducing costs through computerization, low staff turnover and policies and procedures
•

1998 – 2004 Director of Business Operations
(Confidential) Net2Phone, Inc., Newark, NJ
(Company specializes in pre-pay calling cards for telephone, computer & voice over the Internet)

• Designed, implemented and wrote policies and procedures to develop an in-bound call center (customer service)
• Hired, fired and evaluated staff; designed training manual and program that reduced team turnover to 0%; reduced departmental staffing through implementation of paperless environment
• Managed local and international call centers including one in India.
• Through hands on development, cross training and reengineering designed staff for one call resolution.and up selling on all customer calls
• Increased percentage of up sales from 15% to 40%.
• Reduced fraud losses from 17% of revenue to 1.4% (from $750K/mo. To $40K/mo.) Resulting in effective departmental turnaround
• Created reports to mechanize processes of early warning system to uncover fraudulent credit card usage
• Established call center of temporary workers in addition to managing department of 32 managers, team leaders, analysts and customer service representatives to handle special business customers
• Researched, negotiated, purchased and managed installation of ACD and fraud systems to mechanize processes and increase revenue
• Worked with IT department to establish safeguards and build usable customer/management system
• Facilitated move of entire customer service operations from Hackensack to Newark, including design, IT, computer & phone connections, files and entire physical environment
• In conjunction with marketing and sales, developed new products, such as new call plans and services in new countries Designed and directed the Security Committee consisting of members of all disciplines within the organization, in order to identify and correct vulnerable areas of fraud and beaches to security
• Managed departmental budget, reducing cost through computerization, low staff turnover and policies & procedures

1997 – 1998 Consultant/Product Management, Lightbridge, Inc., Burlington, MA

• Conducted due diligence regarding the purchase of Coral Systems of Longmont, Co.
• Recommended improvement and enhancement for current offerings

1996 – 1997 Director of Customer Service and Revenue Loss Prevention
PRIMECO, PCS, Westlake, TX (Start-up Company for pre and post-pay wireless services)

• Designed, implemented, and managed Customer Service, Inside Sales,Loss Prevention, Credit and Collection Departments
• Developed processes and procedures to ensure a maximum of new activations and retention of existing accounts with a minimum of losses due to fraud and credit approval
• Worked with start up team to develop all areas of customer service for call centers in Dallas and Houston
• Researched, developed, negotiated, and implemented systems for customer management, telephone systems, credit, collection and fraud, including a billing, ACD, predictive dialer, profiler, front end subscription fraud and credit product, roaming and credit card authorization systems
• After start up developed key personnel to manage large business customers as account managers to increase customer satisfaction
• Through training and coaching developed personnel so that the right person was doing the right job, therfore increasing customer satisfaction and decreasing staff.
• Created and facilitated a training program with policies & procedures designed for all customer personnel. This included customer retention, fraud awareness and detection, and security and safety procedures to be incorporated into all company stores
• Hiring, firing and training of the customer service team, consisting or 1 manager, 5 leads, and 100 representatives in two locations.
• Designed and directed the Security Committee consisting of members of all disciplines within the organization
• Received an award at launch for being instrumental in designing the customer service, fraud protection policies, credit policies and systems for the largest wireless company launch in US history. Represented PrimeCo in a presentation capacity, at numerous wireless conferences and was designated spokesperson for newspapers and industry magazines customer development for PCS markets.
• Directly responsible for creating and managing departmental budget. Developed forecasting tools for a startup organization for headcount and prospective losses

1989 – 1995 Director o f Customer Service and Quality for Ameritech Cellular, Hoffman Estates, Il

• Implemented the Customer Service and Collection Departments for the Michigan and Ohio regions in 1989, reducing bad debt from 13% to 5% and increasing customer retention by 40%
• Developed an in-house credit department further reducing bad debt throughout the organization to 3.5%
• Designed a Customer Save Team to work with customers who wanted to cancel service, the team was responsible for saving 50% of the customers that wanted to leave Ameritech.
• Put key personnel into a Customer Service for Large Business department. This increased customer service to an important area of the corporation. Increasing customer satisfaction and assisting customers in the reconcilliation process therefore decreasing the collection process and increasing revenue
• Designed a procedure for up selling on all customer service calls.
• Created the first loss prevention department within the organization directing efforts toward decreasing fraudulent activations and increasing the quality of direct agents
• Through working directly with the representatives was able to increase production while maintaining staffing levels.
• Decreased call wait time and customer satisfaction by instituting a one call resolution policy.
• Managed a staff of 5 Managers, 2 Assistant Managers, 50 Team Leaders and 500 representatives covering 24 hours a day of Customer Service
• Developed security and internal audit departments to ensure the safety of the corporate assets and compliance to company policies and procedures
• In 1991 engineered and directed a reverse sting operation with the Michigan Secret Service designed at uncovering fraudulent agents and activations. This became the largest Secret Service operation ever run in Michigan resulting in more than 800 arrests and the redesign of numerous procedures within the corporation. These standardized policies ensured the reduction of fraud throughout the organization.
• Assigned to a special project to develop business requirements and work as liaison between customer operations and the local markets to design a new customer management system. Managed the modules for Collections, Security and Credit. Relocated to take on this assignment.

Previous Experience
CellularOne, Detroit, Michigan - Credit and Collection Manager
PPC, Farmington Hills, MI - high level recruiter
Atlas Copco, Wayne, New Jersey - Credit and Collections Manager
DataScope, Oakland, New Jersey - Credit/ Collections and Customer Service Manager

Education
Roger Smith College, Hackensack, NJ, BA, Business Management

Professional Activities
Presenter/Facilitator

• CTIA fraud conference 1991,1992,1996 and 1997
• C.A.R.M.A. 1991 through 1995
• Detroit Business Association 1994
• Various Police Departments and Organizations 1990 -1998
• Various Wireless Corporations

• Numerous Newspapers Across the US

Memberships

180 – Rape Advocate for Monmouth County

Business Qualifications
• 20+ Years management in customer service, loss prevention and credit & collections
• Proven record as turnaround specialist for cost analysis and savings
• Ability to organize difficult situations or environments through computerization and streamlined policies and procedures
• Excellent management skills, including team building, staff retention and training

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