Customer Support Manager:

Offering process improvement, analytics, supervisory, project and relationship m

anagement skills transforming voice of the customer data into celebrated service
experiences.
Professional Experience:
CARFAX, Inc., Centreville, Va (11/05 Present)
Manager, Consumer Affairs
Directed the service delivery of an inbound email support team resolving diverse
automobile industry and product support related issues.
Partnered with project management, product management, finance,
legal, data, sales, and business development teams for
successfully resolving consumer and business issues.
Redesigned the issue coding system providing greater detail of
inquiry types and sources.
Improved satisfaction 233% by executing on a more quality-
focused service delivery strategy.
Developed business reports providing for actionable and
measurable service delivery goals.
Created production standards resulting in clear, consistent
expectations.
Provided effective product education and conflict resolution
techniques to diffuse escalations.
Managed all Better Business Bureau complaints improving the
online rating from a B- to an A+.
Designed production efficiencies to existing systems increasing
email output by 14%.
Increased the refund deferral rate 12% by improving the online
form submission process.
Improved the online help centers visitor experience decreasing
inquiries by 25%.
Utilized consumer feedback improving the companys rating on an
online review site by 13%.
Reduced credit card fraud through pattern analysis,
identification, and process improvement.
Implemented collaboration processes enabling remote staff to
effectively share knowledge.
Source Data Analyst
Managed the technical, financial, and account management responsibilities for ve
hicle history information sources that resulted in an efficient display of new d
ata.
Analyzed all source file submissions ensuring quality and
consistency.
Facilitated the upload and internal processing of all records.
Managed source relationships, communications, and associated
financial responsibilities.
AOL/Time Warner, Dulles, Va (7/04 10/05)
Network Analyst
Maintained the connectivity for 25 call center locations in support of over 10 m
illion customers.
Communicated with international call center teams to identify
and effectively resolve issues.
Managed the internal network traffic and service degradation
through systems monitoring.
Provided timely first-level outage identification and reporting
to second-level support teams.
Documented actionable detailed tickets that provided scalable
root cause analysis.
 Resolved UNIX and Windows-based server tools and
telecommunications (IVR, VoIP) systems.
Managed CISCO and Juniper-based network router and switch
functions on the global network.
Mitigated service impact to systems during routine releases and
unplanned outages.
MCI, Ashburn, Va (5/03 2/04)
Lead Technical Support Analyst
Resolved telecommunications issues for the Vice President of Customer Service.
Promoted to team lead and supported the training and development
of three junior members.
Led the initiative for digital subscriber line training and
customer deployment initiatives.
Handled local, long distance, and digital subscriber line
service issues for consumers.
Managed complex order, provisioning, billing, and account
management systems.

Verisign / Network Solutions, Inc, Dulles, Va (4/99 4/02)

Operations Supervisor - Verisigns GreatDomains.com
Led the operations for a domain name sales and appraisal services company.
Managed the business merger and assets transfer from Los
Angeles, CA to Dulles, VA.
Supervised an inbound call center team supporting transactions
for large purchase amounts.
Provided business reporting on operational and transactional
metrics to Finance.
Re-designed many product delivery methods and support team
procedures administering them.
Worked with Legal, Marketing, Accounting, and Engineering teams
on process improvement.
Processed financial transactions ensuring accuracy and
timeliness while mitigating fraud.
Supported staff by providing regular feedback and objectives
leading to better service delivery.
Call Center Supervisor - Network Solutions
Developed an inbound Customer Service Representative team in a high-volume, tech
nically-challenging contact center.
Managed the work-flow and service quality of 15 Tier-I agents
improving satisfaction by 27%.
Operated technical account management database systems.
Reduced call volume and AHT through the identification and
elimination of redundant issues
Enhanced performance through routine service quality evaluation
and coaching that produced results.
Carlton Mortgage Corporation, Potomac, Md. (12/92 3/99)
Operations Manager
Managed a residential mortgage broker that sold consumer retail loan products.
Managed lender and creditor relations supporting a 100% closure
rate.
Mastered multiple banking, creditor, and processing software and
database applications.
Developed training skills educating staff on the loan submission
and closing processes.
Created marketing materials that supported the sales staff in
 lead conversion rates.
Sold products through effective product education and proactive
communication.
Ensured success following proven financial, property, and credit
risk analysis guidelines.
Spearheaded the companys sub-prime credit lending initiative
and product offerings.
Education:
Bachelors of Science: Management & Marketing - 1997
University of Maryland University College - College Park, Maryland
Technical Capabilities:
Call Center / CRM: RightNow, Vantive, Siebel, Clarify, Remedy;
Whisper call monitoring software; Billing Account and
Receivables databases (BARS, Ensemble, System I); ACD systems
and software; Call-volume and forecasting systems
Business Reporting: COGNOS, RightNow Analytics
Microsoft Office: Access, Excel, Power Point, Word, and Outlook
Project Management: Agile Zen system
Networking: NetCool monitoring, Cisco, Foundry, and Juniper
routing hardware, UNIX, TCP/IP, DHCP, VoIP, Windows 2000 server
Telecommunications: Order provisioning databases, Trading
Partner GUIs and Gateways, DSL provisioning systems and
databases, MPE systems
Mortgage Banking: Loan processing and submission databases (Byte
Enterprises and FHMC Desktop Underwriter); Credit bureau,
prequalification, and multiple lending software programs