Offering
1st February, 2009 - Posted by Pam -
Pam is a 20 year customer service veteran with a passion for customer service and business process improvement. She excels at improving customer and employee satisfaction and decreasing costs. Her strengths include Strategic Planning, Customer Service Operations and Technology improvement, Market Development, and CRM IT Strategies. Pam is effective at conducting operational analysis and executing improvement strategies. She has a reputation for being a strategic thinker and a natural leader. Her competencies include:
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Strategy Development |
Customer Service Operations |
Sales and Marketing |
Information Technology - CRM |
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¨ Developing Mission and Vision ¨ Presenting and Justifying Strategy and Plan at all levels of an organization (frontline to Board) ¨ Leading Cross Functional teams toward common goals ¨ Anticipating and mitigating risk ¨ Consensus Building across functional teams at all levels ¨ P & L Forecasting ¨ Developing Business Plans
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¨ Operational Needs Analysis ¨ Cross Functional Process Improvement ¨ Employee Coaching and Development ¨ Quality Management ¨ Service Trending and Mediation ¨ Propose Change and Implement Solutions -Work at Home Initiative development and implementation ¨ Design and Implement Metrics and Analytics ¨ Budgeting
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¨ Market Analysis ¨ Competitive Analysis ¨ Identifying Customer needs and segments ¨ Launch plans ¨ Product/Service Roadmaps ¨ Marketing Collateral Development ¨ Partner Management ¨ Sales Support ¨ Software as a Service Evangelist |
¨ Business Requirements Gathering ¨ Vendor Analysis and Selection ¨ Contract Negotiation ¨ Vendor Management ¨ Project Management ¨ System Migration and Implementation ¨ Structuring customer service and contact center systems
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