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| Director of Client Services | | | Ref. Number: | CRM11291 | | |
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| Personal Information |
| Personal Profile: | I am a results first professional. Directing, developing and implementing effective strategies, programs and projects which drive results is a key motivator. I have over 12 years experience in corporate leadership in private and public sectors, in addition to participation in institution; community based and not-for-profit boardrooms and organizations. I have led and developed teams of professionals, front-line managers and students alike who have been in my direct accountability..
During the last 6 years, I have directed, project managed and led International implementations of people, projects and programs unbehalf of clients and corporations. It is with this Global experience I have acquired the skills necessary to mange multiple deliverables remotely and have traveled extensively. The client base serviced includes, but is not limited to, major wireless/telephony carriers, and telecommunications and consulting firms.
I promote open lines of communication and foster a consistent level of quality and integrity from my team and myself. My ability to create and develop best practices; train, coach and educate, has resulted in an enhanced client experience and organization value-add, which has delivered tremendous operational value. My organization and communication skills have been put into practice in a boardroom environment as well as community and classroom environments. My knowledge of anticipating operational, technological and client needs while maximizing resources has heightened my aptitude to express my self both verbally and through formal proposals and needs analysis that are holistic and action oriented. I am a passionate learner and role model with respect and admiration for diverse environments and dynamic group relations.
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| Education: | Bachelor Degree |
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| Date of Availability: | 1 months notice |
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| Current Position |
| Current Job Title: | Director of Client Services |
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| Current Salary: | 80-100,000 $ |
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| Preferred Position |
| Preferred Job: | Director level/entry Executive |
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| Preferred Salary: | 80-100,000 $ |
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| Education | Part Time and Continuing Education: School of Social Work, Kings College University of Western Ontario 2000
BA Sociology, Kings College, University of Western Ontario 1999
Social Service Worker Diploma, Fanshawe College 1997
General Arts and Science, Fanshawe College 1995
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| Working Experience | NCO Customer Management 2000 - Present
Canada
Director of Implementation (Present)
Director of Client Services and Operations (2004-2006)
Senior Corporate Account and Operations Manager (2001-June 2004)
Trainer (2001-May 2001)
Production Supervisor (2000- Jan 2001)
Director of Implementation: International Implementation Management Reporting to SVP
New client and new project for existing client launches. Accompany the Sales and Marketing team and present solutions and support the new acquisition of clientele. Once the new client or new line from an existing client is secured, it is my role to manage all aspects of outsource call center dynamics from Contract Management and Contract Execution to the Direct Management of all back-end support functions such as process mapping, sharepoint set-up and KPI measurement management. Testing and application implementation, call routing and all other technical drivers as per contractual requirements. Drive new hire training results through to graduation. I see the project through successful launch and pass the program over when stable to Account and Operations Managers.
Director of Client Services: SALES and HELP DESK TEAM Leadership Reporting to SVP
The Inbound Sales Program began with less than 100 sales professionals answering inbound sales requests from Client customers. Growth accounts for over 1000 sales professionals in six calls centers world wide that facilitate diverse sales and up sales programming for our Wireless Client. The growth in sales call volume and diversity of the sales business has allowed our dynamic management team to develop many specialized training, development and incentive programs to support and deliver superior sales results for the Client while rewarding representatives and management for their performance.
Heather L. Brown
Account and Operations Management
Technology Directive and Solutions
Operations Metrics Management
Direct accountability for a staff and team that totals approx. 700 individuals inclusive of all operational responsibilities on the front-line and behind the scenes.
International Leadership/ Call Center Launch Project Coordinator: Manila, Surrey BC, Barbados, Antigua, St. Kitts and Panama City. Sr. Ops team members report into the Client Services group.
Director of International Implementation and Program Operations start-up lead: Manila, Barbados, Antigua and Panama City
Back-office and Proactive Fraud management
Proposal and Contract creation and facilitation with EVP and Legal Team
P&L/Margin responsibility
Client Invoicing and Contract Management
Managing People
Recruiting and Retention Strategies, including but no limited to exit interviews, community perception (breaking down call center stigma) and employee satisfaction surveys with retention bonus
Focus group facilitation, action and results tracking
Incentives both monetary and non-monetary rewards
People First Philosophy
Other Competencies
IVR, Switch, Report Automation and other Call Center Technologies insight and guidance.
Through effective coaching and client relationship techniques, increased sales, customer service and operational efficiencies quarter over quarter
Through consultative abilities, delivered needs analysis to quantify Return on Investment
Prepare and present quarterly reports and effectiveness to Executive Management team and client(s)
Utilized skills to maintain detailed development plans for human capital and program needs
CSAT
Employee SAT
Sharepoint
Project Management
Implementation Management
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| Other Skills | Client TOP Performer Award 2001-2003
Training and Quality Honors 2005
ICMI: Call Centre Institute Member
Youth Action Center Volunteer
Stop Racism Youth Challenge Facilitator
Announcer/Press Release for City of London Race Relations Policy at London Public Library
Genest Detention Centre Student Placement
LUSO Community Centre: United Way contract worker for Youth and Community Economic Development
City of London Ontario Works: Contract position
Canadian Feed the Children: Door to Door Fund Raising
Fanshawe College Student Union: Outback Shack Employee
London Wrap Around Services Training
Guest Speaker at various London Community events specializing in Immigration and Refugees
Community Council: East London
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