Experience

Concentrics Research, an IQVIA business

• United States
• Research
• 1 - 100 Employee

• Data Coordinator

  • Oct 2022 - Present

• Senior Customer Service Representative

  • Apr 2021 - Feb 2023

  This is a contract position for enrolling participants into a health related study.



RCN

• United States
• Telecommunications
• 700 & Above Employee

• Product Manager

  • Dec 1999 - Oct 2003

  Product Manager, Dial-Up Internet • Created, managed, and tracked progress of 5-person dial-up retention group to control customer churn • Was part of team to convert entire dial-up customer base (approx. 200,000 records) from one billing system to another Manager, Customer and Market Intelligence • Analyzed and reported on RCN's monthly and quarterly Customer Service Index data • Analyzed data from RCN's welcome call to new customers to determine its effect on churn and presented findings to company CFO Project Manager, Self-Care • Redeployed a previously decommissioned IVR allowing customers to order pay-per-view programming and other tasks via telephone • Helped deliver Primus, RCN's internal knowledgebase, to RCN's customers Project Manager, Telephony Process Improvement • Documented steps for customer service agents to accurately and consistently solve customers' telephony problems Team Leader • Managed team of 6 employees who supported more than 700 business customers • Helped design and implement processes to build the new Response Force support organization, offering a higher quality of support to the company's business customers Show less



21st Century Telecommunications, Inc.

• United States
• Technology, Information and Internet
• 1 - 100 Employee

• Director Customer Operations

  • Mar 1999 - Dec 1999

  Director, Customer Operations • Managed staff of 36 employees, including 4 managers • Developed initial training materials for Technical Support staff • Managed the conversion of the internal phone system, saving the company thousands of dollars per month 21st Century was purchased by RCN in December 1999 Director, Customer Operations • Managed staff of 36 employees, including 4 managers • Developed initial training materials for Technical Support staff • Managed the conversion of the internal phone system, saving the company thousands of dollars per month 21st Century was purchased by RCN in December 1999



EnterAct

• Chicago, Illinois

• Customer Service Manager

  • May 1996 - Mar 1999

  Manager, Technical Support • Managed all staffing for department, including interviewing, hiring, training, scheduling, and firing • Developed bonus system to encourage a 4-hour turn-around time on support email requests and 1-hour turn around on voicemail as well as improving on-time performance by 20% • Created tiered support structure comprised of customer service and technical support which better allocated support resources Technical Support Representative • As company's first dedicated technical support representative, set standard for providing excellent customer care. This standard led in part to EnterAct being rated the #1 dial-up Internet service provider by C|Net in June 1997 • Designed, created, and maintained the EnterFAQ, an online knowledgebase of user guides for customers. This knowledgebase decreased call volume and call length, as well as helped to ensure consistent customer support across all support staff EnterAct was purchased by 21st Century Telecom in March 1999 Show less