TARGET

My personal knowledge of luxury lifestyles and my intensive customer service experience makes me uniquely suited to help medium to large-sized luxury services companies revamp their customer service systems and train their employees. I would also consider continuing in CRM services—but only as a consultant or in-house employee for a stable, brick-and-mortar company. Prefer B2B or the business end of a B2C.

Position: Customer Service Manager or CRM Analyst
Industries: Luxury retailer, hotel chain, cruise line, restaurant group or consulting firm.
Status: Full-time. Contract or in-house. Bay Area only. US citizen.

PROFESSIONAL EXPERIENCE

MobShop, Inc.
Manager of Client and Technical Support, 1999 – 2001

Education Program Manager

• Built and managed client education program, including vision and logistics. Developed client-specific user training manuals (Commerce Manager, Administrator, Customer Service Representative and Uber) for Client Administrative Portal (CAP) and DemandSuite Exchange software.
• Trained new clients in DemandSuite Exchange software. Determined curriculum for classes and coordinated development of materials. Delivered training courses on end-user functionality, customization and system administration to the General Services Administration (GSA), IBM, Enporion and WHN. Developed infrastructure for collecting and processing feedback from clients on the CAP. Provided pre- and post-implementation support.
• Developed training materials and student exercises. Taught user training classes in person and via Internet meetings. Improved product knowledge and training skills. Coordinated and managed day-to-day education operations, including hiring and training of instructors.

Manager, Customer Service

• Acted as point of contact for MobShop customer service practices and procedures inquiries. Provided customer service and technical support to all MobShop Marketplace clients and customers. Maintained a 24/7-response capability through direct staffing, outsourcing, after-hours escalations and on-call policies. Acted as liaison for all MobShop Marketplace account management escalations. Point person for all supplier-initiated customer service inquiries. Resolved second-tier escalations and coordinated forwarding of first-tier escalations to the corporate office.
• Responsible for the smooth daily operation of the outsourced customer service department. Set and maintained staffing levels. Provided internal training to call center representatives and measured performance. Supervised team of 10, including hiring, training, goal setting, performance evaluations, career development and compliance with personnel, company and financial regulations.
• Oversaw MobShop customer service Knowledge Base. Created content and revised online customer service data. Created internal customer support training manual. Developed order management database training manual. Evaluated performance of trainees.
• Operated Live Person, the company’s live chat functionality, on MobShop direct site and partner sites. Wrote and revised all standard responses. Developed customer survey questions and analyzed customer responses. Monitored performance of Live Person operators.
• Assisted in the preparation of the department budget, including the tracking and reporting of all associated costs. Provided analysis of cost versus value.

Manager, Client Solutions

• Established MobShop technical support center. Defined system requirements and processes for Technical Support. Peer-reviewed technical support center database releases. Directed the company’s customer service and satisfaction strategies.
• Managed client technical support center. Implemented Keystone tracking system for resolution of escalations. Rolled out process flow for resolution of client escalations. Provided optimal, quality escalation resolution to our clients on a same day, 24-hour basis. Trained new customer service representatives on client resolution.
• Performed customer satisfaction surveys in conjunction with Client Solutions Account satisfaction surveys. Created and distributed surveys, collected data, produced metrics, and prepared and carried out plans to continually improve results.
• Identified trends and provided research on customer service pertaining to business to consumer, business-to-business, business-to-business exchanges and new technologies. Researched and report on customer service business metrics to MobShop senior management.
• Assisted Account Managers in producing EDGE (Execute, Design, Generate, Enhance) deliverables for internal and external clients.

Laurel Management Company, LLC
Executive Assistant, 1998 – 1999

• Supported Managing Director by producing and proofreading client-related materials, scheduling meetings and performing Internet research. Managed calendars for client meetings and conference room usage.
• Assisted Controller and Senior Accountant with expense reporting for office executives. Primary liaison between Managing Director, reporting and research analysts.
• Prepared spreadsheets for clients detailing account performance. Performed various administrative tasks and maintained office supplies.

SKILLS

WordPerfect, Access, Excel, Word, PowerPoint, Outlook, Keystone, LivePerson, Internet. Notary Public. Excellent technical and user interface writing skills.

EDUCATION

James Madison University
Harrisonburg, VA. BA History, Cum Laude (1995)

British Institute
Florence, Italy (1994)