Description
SUMMARY SKILLS EXPERIENCE 10/1997 to Current MOODY IN 46902 H: 765-505-0898 C: 317-447-1407 dmoody0617@gmail.com versed in data mapping and user acceptance testing, as well as solving Process improvement Cross-functional team management Systems implementation Complex problem solving Productivity improvement Leadership/communication skills Change management Customer-oriented Process Manager Tyco Integrated Security / ADT - Indianapolis, IN Project leader for design, build, and implementation of new software across global organization. Bringing 5 departments under one umbrella process. Documented all business processes used within the Order to Cash department. Lead team through all SOX documentation, auditing and mitigations. Served as liaison between the business and technical teams to ensure requirements were documented and achieved. Analyzed data and programs to determine inefficiencies and improvement opportunities. Developed KPI's across all functional areas of OtC organization. Lead 6 frontline supervisors with 67 indirect reports. Data Integrity Manager Established processes to coordinate information between billing system and service delivery system to ensure that changes being made to either system will not negatively impact each other or the customer. Assisted in the development of a complete service data reconciliation program to ensure automate the data matching between the billing system and the service delivery platform. Designed customer retention processes and established a retention team that effectively increased customer retention of delinquent customers from 20% to 63% within the first year. Investigated and solved customers' problems, which may be complex or long-standing problems that have been passed on by customer service assistants. Analyzed statistics or other data to determine the level of customer service we were providing. Developing feedback or complaints procedures for customers to use. Improved customer service procedures, policies and standards for my department and organization. Responsible for staff recruitment and appraisals. Conducted on-going training of staff to deliver a high standard of customer service. Supervised a team of customer service staff, including 27 team members. Responsible for moving of shared services department of 22 people from Aurora CO to Indianapolis IN. Administrative Assistant Responsible for organizing call center move from Las Vegas to Indianapolis for 100 people and all job functions. Responsible moving centralized processing group from Jacksonville FL to Indianapolis for 40 people. Provided comprehensive analysis regarding customer accounts and established strategies to ensure customer needs were met and satisfaction was achieved. Resolution of Billing Disputes (often stemming from system inconsistencies). Provided a single point of contact for special customer needs such as Kraft Foods, Macy's and Sears. Provided facility support and building maintenance. Assisted in development of the Emergency Management Plan for facility of 500 people. Provided reports as needed by directors and sales. Acted as a liaison between Account Services and the sales team. Set up new projects, follow up, and maintain until completed. Reviewed customer contracts and other documents to ensure that business interests were protected and that contractual obligations could be fulfilled system wise. Provided a single point of contact for internal and external auditors during SOX audits, GSA audits and Revenue audits. Programming DLL Specialist Built MasterMind, Compass, RAM IV account information to load correct information into panels for customer satisfaction.. Developed new processes and procedures to improve department efficiency Customer Service Manager Provided coaching and feedback to team members. Developed interactive load balancing plan to balance alarm traffic. Produced reports analyzing the customer service standards and methods effectiveness. Improved customer service procedures, policies and standards for my department and organization. Conducted on-going training of staff to deliver a high standard of customer service. Supervised a team of customer service staff, including 27 team members.
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