Cdi Corporation Work Values

Daily Duties at Cdi Corporation :

Reported directly to Senior Vice President. Managed 100+ person on-site delivery team providing inbound call-center-based customer service, engineering and wireless engineering quality assurance; responsible for operational and sales support, CRM, and project management. • Responsible for Delivery Six Sigma Projects • P&L responsibility for $12MM; managed 8 direct reports and 120 indirect reports. • Key member of comprehensive client web-development delivery team. • Marquee clients included Intel, JP Morgan Chase. • Domestic and international (China, India) responsibilities. • Designed and implemented SLA development metrics, reducing client costs by 30% and improving efficiency rating by 27%. • Implemented “best practices”, improving CSAT scores from 60% to 90%; reduced FAQ calls by 20%, emails by 40%, and answer time by 45 seconds. • Reduced new resources on-boarding time by15%; improved call forecasting accuracy by 30%. • Responsible for all SOWs, SLAs, and new contracts evaluation. • Managed all software implementation and process upgrades. • Sold new services and/or contract extensions, generating $6MM in additional revenue. • #1 in President’s Club in 2007, driving annual sales from $1MM to $12MM in 12 months. • Increased direct margin from 25% to 34% by cutting expenses and increasing delivery price. • Reduced per-call cost from $6 to $2.60, and reduced abandoned call rate from 20% to 2.5%. • Met 98% of SLA commitments. • Delivered 10-15 on-time and on-budget projects annually, including new client web platforms integrating marketing, sales, engineering, and legal data. • Less than 1% unplanned turnover, compared to typical industry rates of 5-6% (outsourced services) and 10-15% (call centers).

What they like about Cdi Corporation :

Working in an organization that is technologically advanced, creative, and innovative is critical in your assessment of hiring companies. Less important to you are stability of the organization, the length of time an organization has been in business, and the business' plans for the future. You prefer a fast-moving company that will take risks to achieve its goals and objectives. The length of time the company has been in business is irrelevant. Maintaining status quo is unnecessary. You thrive on change, uncertainty and the upside of potential business risks, especially those associated with innovation. Stability for the long haul is not nearly as important as is working in an atmosphere that is charged with a sense of urgency and constant change.

Tags

Six Sigma Lean, Multi Client Experience, Relationship Building, Project Management, P&L Responsibility, Service Delivery Management, Quality Control, Customer Service, Team Building, Voice of Customer Data Collection Planning, Hospital Experience, Organization Skills

Skills

P&L responsibilities, Presentation, Ecommerce Strategy and digital marketing channels optimization - SEO, SEM, email, affiliates - for high-profile accounts., Technology Solutions, Sales Support, Software Implementation, Requirements Analysis & Specification, Leadership , Six Sigma, Program Management, Project Management

These are some of the questions we asked our climbers about their experiences with Cdi Corporation :