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 :

You highly value a work environment built on a formal structure, rules, and regulations. You do not enjoy the unpredictability of shifting priorities and deadlines that upset your routine. You require and enjoy direction, input and accountability as part of your work environment. You have a strong need to participate in making key decisions and feel left out if your superiors or co-workers do not seek your input when making decisions. You thrive on providing good customer service to both internal or external customers, and doing so makes you feel good.

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 :