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4208 Wickford Way Phone: (661)722-3841

Palmdale, California 93551 Email:
Call Center Operations, Client/Customer Service and Support, Project Management
Professional with 20 years experience gained in the areas of Program Management,
Call Center Management, Client Relations, Marketing, Customer Service, and Sale
s. Strong track record of developing and implementing reliable programs and pro
cedures resulting in increased profit margins and improved customer relations.
Extensive computer knowledge and experience.
Excellent managerial and supervisory skills. Proven ability to develop positive
and productive working relationships with direct reports and all levels of mana
gement and quickly establishes good customer rapport. Consistently maintains hi
gh level of personal credibility and integrity. Demonstrated expertise in pursu
ing the best interests of the company and the customer and backing up decisions
with quality information.
ITT Test & Support Systems, Lancaster, California 2001 to Present
A high-technology engineering and manufacturing company including help desk outs
ourcing and technical support services; a top ten U.S defense supplier. (Formerl
y EDO Technical Services Operations.)
Project Manager, Computer Support
Direct management of call center operations, staff of 40+, and client programs.
Responsible for successful launch of new client programs and meeting or exceedi
ng all support program requirements including staffing, policy and procedure dev
elopment, IT system requirements, and ACD/telecommunications infrastructure. In
terface directly with Contracts Manager on issues related to client service agre
ements. Establish, direct, and implement program management controls to ensure
that all projects meet cost, schedule, and technical performance requirements.
Achieved corporate profit margin goals for six of the last seven years. Generat
e and present program status to clients and executive management. Oversee and e
valuate staff performance including performance evaluations, promotions, and mer
it increases.
Responsible for business development activities including responding to inquirie
s, presenting services and capabilities to potential new clients, proposal devel
opment, pricing analysis, presentation, contract negotiations, and closing the s
ale. Achieved 20%+ proposal win-rate for each of the last seven years. Work cl
osely with the Manager of Business Development in defining market opportunity st
rategy and new business sales forecasting.
CyberRep.coM, Canoga Park, California 1996 - 2001
A leading provider of outsourced customer service, technical support and CRM sol
utions. (Formerly 800 Direct, Inc.)
Sr. Client Relations Manager
Direct management of Call Center personnel including Operations Managers, Superv
isors, Leads, and Customer Interaction Specialists. Managed major accounts with
accountability for several others. Responsibilities included defining project
requirements, writing telemarketing scripts, forecasting call volumes and revenu
es, preparing quotations for new development, maintaining client database files,
training call center personnel, resolving product fulfillment issues, and compl
eting systems analysis and design projects related to developing new client prog
rams. Regularly interface with Sales, Finance, Call Center, Warehouse/Fulfillme
nt, and IT management in defining program requirements and coordinating project
deadlines. Successfully launched new client programs which included extensive c
all handling requirements, customer service staffing and training, complex order
capture systems development, and the development of product fulfillment systems
and procedures.
Azonic, Inc., Chatsworth, California 1994 - 1996
A designer and producer of products for the cycling industry.
General Manager
Managed a staff of six with overall responsibility for Customer Service, Shippin
g and Receiving, Accounts Payable, Accounts Receivable, and Purchasing. Additio
nal responsibilities included fulfilling staffing requirements as needed. Succe
ssfully reduced Accounts Receivables aged over 60 days by 90% and reconciled out
standing payables and resolved open discrepancies with creditors. Also develope
d and implemented procedures for processing international orders involving wire/
bank transfer terms with clarity and efficiency. Regularly resolved computer sy
stem issues and problems, interfacing with hardware/software support contractors
Dataproducts Corporation, Woodland Hills, California 1986 - 1992
A manufacturer of computer peripheral equipment.
Manager, Customer Support Services/Marketing Operations
Managed 12-member team responsible for processing and providing status on orders
and resolving customer issues. Successfully developed and implemented programs
which increased order processing accuracy to 99%, increased sales, decreased pa
perwork, and improved customer relations. Demonstrated effective backlog manage
ment techniques, eliminating 700+ line items of discrepant backlog. Successfull
y implemented a notification program for forecasted delinquent shipments. Direc
tly managed six major accounts, expertly completing custom product orders, resol
ving product allocation issues and credit discrepancies, expediting shipments, a
nd tracking performance. Represented the department on a task team which succes
sfully converted the company's computerized business system. Worked closely wit
h IT establishing system designs, testing system functions, verifying data, and
training users. Implemented manual systems where necessary, maintaining smooth
flow of order processing , status and on-time shipping. Two-time recipient of t
he Outstanding Customer Support Award, based on input from customers and company
employees for "going the extra mile" in providing the highest level of customer
satisfaction possible.
Managed Marketing Administration staff, supporting Sales and Marketing managemen
t. Served as Account Manager for over 30 resellers in the U.S. and Canada which
accounted for sales of $50 million annually. Prepared monthly operational and
strategic product forecasts, planning Manufacturing and Purchasing requirements.
Implemented reseller stock rotation program resulting in improved in-field inv
entory tracking and stocking.
Represented Marketing Department on a task team which implemented an improved cu
stomer returns process resulting in decreased product returns, decreased process
ing time, and increased customer satisfaction.
Help Desk Institute, Member, 2001 to Present
B.S. - Business Administration, California Lutheran University
Value Based Six Sigma (VBSS) Green Belt Certification, University of Michigan