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Philippa Moore
9333 N.E. Birdwing Loop, Bainbridge Island, WA 98110 Home: 222.222.2222 – pmoore@coldmail.com


Summary
Results-driven call center, customer support, sales, and multi-unit management professional with more than 20 years of experience ensuring problem resolution, achieving customer satisfaction, team development, and building retention. Open and clear communicator at all levels with demonstrated strategic vision and disciplined execution. Highly skilled in addressing customer concerns with speed, accuracy, and the utmost professionalism. An unwavering commitment to customer satisfaction, with the ability to build productive relationships, resolve complex issues, and win customer loyalty.


Highlights
Call center operations Results-oriented Customer-focused Client acquisition and retention Team development and management Training and development Performance metrics Report generation and analysis


Experience
Call Center Management Led comprehensive strategic process improvements to boost overall operations of 2 call centers and boosted sales by 30% for BioRenew Skincare/University Compounding Pharmacy. Administered an annual operating plan of $1.2 million and a capital budget of $2.7 million for the Swedish Medical Center. Led an offshore enterprise customer support team for the MS Learning Division providing Tier II service desk and sustained engineering support to internal/external customers for Microsoft Capricorn Systems. Service Management and Improvement Initiated an event survey process forecasted to increase customer satisfaction IT Global Service Desk by 30% for the Chamberlain Group. Ensured consistent, deliverable service by implementing new departmental metrics to measure monthly performance for the Chamberlain Group. Spearheaded turnaround of the IT customer support department which comprised a team of 50 supporting 7,000 users at 29 location for the Swedish Medical Center. Training and Development Trained, coached, and mentored staff to ensure smooth adoption of new customer service program for Microsoft Capricorn Systems. Continuously develop the talent pipeline by promoting leadership candidates for Nordstrom. Conducted staff performance reviews, and created shift schedules in compliance with current business trends for Microsoft Capricorn Systems.

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