Director Customer Service or Director Customer Care or Manager C

 

KATIE WILLIAMS Fall City, Washington 98024 425.222.4727 home 206.947.3447 cell [email protected] OBJECTIVE:

Senior Customer Service & Sales Sales Support Support Leadership Leadership

QUALIFICATIONS * Exceptional leader of complex customer service, sales and technical support or ganizations * Known for ability to build, mentor and develop highly motivated, productive an d loyal teams * Successfully developed and implemented key business improvement/cost-savings i nitiatives * Results-oriented with passion for creating benchmark service, satisfaction and quality * Proven ability to simultaneously manage multiple tasks, projects, assignments and teams across functions, sales channels, sites and sales regions * Creative troubleshooter able to quickly identify and resolve problems at all l evels * Effective communicator able to clearly present complex information to diverse audiences * Highly effective in change management and restructuring teams, processes and p ractices to dramatically improve efficiency, productivity, profitability and cus tomer satisfaction * Respected by customers, employees, supervisors, peers, executives, and other s takeholders for vision, follow through, and commitment to excellence PROFESSIONAL HISTORY Verizon Wireless, Bellevue, Washington 1984 to 2008 DIRECTOR, CUSTOMER SERVICE, NW REGION - Verizon Wireless, 2004 to 2008 Selected by Region President to turn around the consumer call center, serving fo ur Northwestern Northwestern states and Hawaii. Led team of up to five associate directors, directors, 50 supervisors, and 800 representatives handling four million inbound customer c alls per year. Conferred with all employees, sales teams, and other stakeholders to identify is sues and develop end-to-end solutions. Implemented a sales and service-centric c ulture among Center service teams which improved both morale and KPI dashboard p erformance. Dramatically improved partnerships and communication between service , retail, dealer, marketing, marketing, telesales, finance, and network groups. groups. Upgraded C SR training to include CRM programs, equipment and feature sales/referrals, and technical support which substantially improved customer retention, sales and res olution time. Created specific action plans to solve key dissatisfaction areas in the customer experience including billing, network quality, equipment upgrades and business practices. Analyzed data from all distribution channels, channels, POS, and customer surv eys to design initiatives to improve customer experience such as First Contact R esolution and Total Account Servicing. Special Achievements * Bellevue Customer Center and NW Sales teams were consistently ranked #1 region in west area and in Top 5- 10 nationally as measured by JD Powers CS surveys, c ustomer Loyalty/Retention metrics (churn, contract renewals/sales), Self-Serve a doption, Call-in-Rate and Repeat Calls. * Consistently #1 Center nationally in lowest customer Call-in-rate and Repeat c alls

 

* Significantly increased Customer Survey results for first contact resolution ( FCR) from 68% to 80% and CSR Courtesy from 76% to 94% * Promoted 32 CSR's to supervisors, 4 supervisors to managers; mentored 4 manage rs to directors Katie Williams

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DIRECTOR, BUSINESS & FIELD SERVICES - Verizon/AirTouch Cellular 1998 to 2004 Selected by VP of Customer Service to implement a global initiative which consol idated all sales support (B2B sales teams, retail stores, resellers, and dealers ), order activation, inbound call center, technical support, and e-care into sin gle support organization for for a 12 state area. Restructured and andand managed cross-fu nctional busi business ness and technical centers center s in Irv Irvine, ine, Sacramento, Bellevue. Su pervised a 550 team of managers, supervisors, and CSR's. Created a nationally re cognized benchmark organization completing all project milestones ahead of time and to the satisfaction of all regional sales, marketing, network, and service l eadership. Initiated partnerships partnerships with peers across company to champion improve improve ments to B2B, e-care and technical support business processes. Special Achievements * Selected to represent all Customer Service on national B2B/Enterprise team to envision and roadmap future sales and support strategies (2004). * Received prestigious President's AirTouch Cellular Change Agent Award (2002). * Initiated instantaneous activation systems for dealers and direct sales teams well before competitors. * Led transition to sales force automation: introduced order order entry/activation entry/activation s ystems which reduced Center workload 30%, POS time 50%, and dramatically improve d first bill accuracy. * Reduced Tech Support trouble tickets due to network upgrades and outages by 75 %. Prior Verizon Experience DIRECTOR, MIDWEST REGION CUSTOMER SERVICE, AirTouch Cellular 1995 to 1998 BRANCH SALES CENTER MANAGER, AirTouch Cellular, Seattle, WA 1992 to 1995 CUSTOMER SUPPORT MANAGER, US West Cellular/NewVector, Bellevue, WA 1984 to 1992 COMPUTER SKILLS * IEX Workforce Management, Aspect Phone Systems, Peoplesoft, Microsoft Office * Net Promoter, CRM tools, and Verizon internal systems (ACSS desktop, Vision Bi lling, Order Activation, Sales Force Automation, E-care, Technical Support, TNI and Retail Inventory) TRAINING & EDUCATION * Consultative Sales, Business Account Management, Project Management, Coaching, Training Techniques, Human Resources/Employment Law, Strategic Planning, Financ e/Budgeting, Succession Planning, Organizational Development, Performance Manage ment, Quality & Process Improvement (Kaizen/Deming), Business Continuity, intern al Verizon courses * Leadership/Change Management, Harvard Online * Change Management, Don Klassen & Rory Alpanap Courses & Seminars * Leadership/Accountability, Chris Avery Seminars * Call Center Fundamentals/Workforce Management, Various External * Communication Studies, Highline Community College & University of Washington COMMUNITY SERVICE * Lighthouse for the Blind program within Verizon Wireless Bellevue-based call c

 

enters * YWCA and New Beginnings - Focus on domestic violence violence and shelter shelter programs * Volunteer - Senior Center, local food banks, Susan G. Komen, St. Vincent's Hom e