Experience

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  iRobot

  • Bedford Ma

  • NA Repair Manager

    • Mar 2015 - Present
    • Bedford Ma
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  The Bose Corporation

  • United States
  • Computers and Electronics Manufacturing
  • 700 & Above Employee

  • Call Center Operations Assistant Manager/Market Analyst

    • 2005 - 2008

    Managed all call forecast activities for the Direct Marketing Group and the Product and Technical Services Department to within a 5% actual to forecast ratio. Developed call center labor models and managed staffing strategies for the Direct Marketing Group and Product and Technical Services which resulted in a 30% staff utilization improvement. Delivered $250,000 in labor cost savings during the 3rd quarter of FY09 through accurate integration of call forecast and headcount plan modeling. Managed the collection, storage, analysis and communication of call, agent, business performance, labor cost and call forecast metrics.Co-architect and project manager for the design, implementation and documentation of a new call routing schematic for both the Direct Marketing Group and the Product and Technical Services Department. Responsible for the management of four direct reports; two call forecast developers and two data analysts. Managed and maintained ATT Network Call Routing plans. Created and implemented all customer menu options, announcements and emergency call routing configurations.

  • Call Center Operations Supervisor

    • 2002 - 2005

    Partnered with members of the Direct Marketing team, Corporate Communications and an outside printing vendor to improve the Direct Mail process and strategy. The effort resulted in over $150,000 in cost savings. Designed, implemented and managed all call routing schematics in support of ongoing media campaigns. Architect and project manager for Look Ahead Interflow call routing system creating a one year cost savings of $122,000.Developed and maintained cross-departmental relationships with the Customer Focus Development Team, Call Center Telecom and Product and Technical Services. Partnered with marketing managers to schedule and plan marketing campaigns that maximized call center staff utilization. Managed call metrics and reporting for both DMG sales and service. Supervised two direct reports.

  • Call Center Operations Traffic Coordinator

    • Jan 2000 - Jan 2002

    Monitored and managed all call traffic to DMG sales and service contact centers to optimize staff utilization. Developed and maintained call routing plans, vector and vdn processing and toll free number tracking and inventory. Developed and managed routing architecture with outside vendor. Assisted with the development, management and support of a third shift sales environment. Coordinated call metrics and reporting for call center managers and supervisors.

  • Inbound Sales Representative

    • Jan 1997 - Jan 2000

    Selected as one of eight Inbound Sales Representatives for newly formed Sales/Marketing Team.Seasonal Coordinator for Inbound Sales Group during third quarter of fiscal 1999.Led team of eight staff to test and launch DMG collections system in cooperation with Finance Department. The new system resolved more than 1000 accounts within two months, resulting in $350,000 collected.Sold over one million dollars in products within first nine months of employment.Trained new Inbound Sales Representatives as peer coach.Wilmington Back, Neck, and Sports Medicine A multi-disciplinary holistic health center with a focus on chiropractic and sports medicine.

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  Wilmington Sports Medicine

  • Office Manager

    • Jan 1994 - Jan 1997

    Responsible for all daily operations, patient flow, marketing, advertising, patient relations, billing, computer operations, employee training, purchasing of office equipment and supplies, insurance coordination, weekly and monthly statistics, managing staff of eight employees.Increased patient f...