"CHRIS WILLIAMS email@example.com Summary of"
CHRIS WILLIAMS 2502 E. Willow St. #109 Signal Hill, CA 90755 firstname.lastname@example.org Summary of Qualifications: Senior Consultant with significant experience in the comprehensive project lifecycle, ranging from scoping, design, development, quality assurance, training, and implementation. Over seven years of experience as a customer service and call center analyst and manager. Extensive experience working within large-scale multi-million dollar projects, including involvement as a team member within teams of developers, programmers and managers in researching, integrating and implementing world class sales and service Best Practices, Customer Relationship Management tools, Call Center Telephony and training packages. Consulting Experience: 2007 City of Long Beach Long Beach, CA to Present Business Analyst-Consultant Working on the implementation of a multi-million dollar permitting and licensing software suite for the City of Long Beach. This position provides me the opportunity work with a third party vendor to analyze, document and design interface requirements of the Hansen application to City of Long Beach legacy systems. PMM Documentation-Including Business Requirements, Technical Design, UAT and Test Plans. Vendor communications for support of application software 2005 WellPoint Health Systems Calabasas, CA to 2007 Business Analyst-Consultant Working on the Customer Service IT transition between WellPoint and Anthem Customer Service IT networks. This position provides me the opportunity to support the IVR Development team in large scale implementations and conversion of legacy technologies. PMM Documentation-Including SWOT Analysis, Business Requirements, Technical Design, UAT and release management. Production support and escalation CHRIS WILLIAMS Page 2 Vendor communications for support of PBX 2004 New horizons Computer Learning Centers Anaheim, CA to 2005 Training Consultant Involved in the content development of eLearning applications for training of tele-services associates in the areas of Financial Services, Mortgage Lending, Educational Products and Insurance Services. Provided Project Management and professional consulting service in the areas of: Content Development for training materials Module classification for training modules Design and analysis of best practices in each of the named fields 2003 Toyota Financial Services Torrance, CA to 2005 Business Analyst-Consultant As a consultant I supported TFS’ Call Centers of Excellence. In this role I assisted in the implementation of best practices to reduce call handle time and increase collection and conversion rates. Utilized project management techniques to ensure completion of all project deliverables. Provided extensive production support to existing legacy systems including Avaya IVR/PDS, Shaw Collections, Retail and Lease systems. Project Management for three Call Centers in deployment and training of usage of the TFS Behavioral Logic Applications. Professional Experience: 2000 TALKIE INC. Venice, CA to 2003 Systems Analyst Provided all quality assurance of both software product and product content, as well as, managed teams of sales, customer service and production personnel. Ensured content relevancy and effectiveness while adhering to brand strategy and corporate communications guidelines. Maintained all touch points with the customer from project and requirements outline to delivery of final product. Helped designed multiple programs to monitor and maintain high levels of service with large clients such as Sprint PCS, CHRIS WILLIAMS Page 3 Intel, Cox Communications and many others. 1999 BUY.COM Aliso Viejo, CA to 2000 Systems Analyst / Credit Center Manager Helped research, select and implement the next generation of CRM, CTI and email managements system. Further duties included analyzing and reporting on the needs of the credit center business unit for the development of a full scale Customer Service organization Worked with IT developers, business analysts and other key managers in the organization, to complete process and functional Gap analysis, SWOT analysis, training definition, requirements analysis and researched solution specifications Coordinated with financial institutions, IT/IS and other call center managers to implement and enforce best practices and new processes and procedures. Maintained content development for web based service systems and service training manuals. 1998 GAMES 2 LEARN Costa Mesa, CA to 1999 Customer Service Manager Was the lead Training Manager for incoming sales reps for Games2Learn. Worked closely with the Director of the Sales Department to oversee all training courses and materials. Worked with various department heads to ensure cross training of department personnel. Was department manager for both sales and customer support teams Developed scripting and content development for all new training packages Conducted all training courses and seminars 1992 TRAVELMAX INT. Newport Beach, CA to 1998 Customer Service Manager Directed and managed customer service personnel, handling up to 2000 calls per day. Resolved all escalated customer concerns. Created and facilitated training courses for all Independent Travel Agents. Acted as chief liaison between Customer Service Reps, Field Reps and upper management. Introduced new policies and regulations, ensuring a high level of trust and consistency between corporate officers and operations. CHRIS WILLIAMS Page 4 Created and updated all course material and curriculum for new hire training packets Coordinated all training classes Computer Skills: Software Development Tools: MS SQL Server, MS Visual Basic, HTML, JAVA Proprietary Software Tools: Shaw Collections, Retail and Lease Systems, Oscar, Hansen Office Tools: NIKU, MS Office suite (Word, Excel, PowerPoint), MS Project, Access, Visio, QuickPlace Call Center Tools: IP Agent, eCreator, E-Oscar, HP Service Desk, ManageNow, TestDirector