Manager Management

Kim Sieck

Email: abpsky@r.postjobfree.com

Address: *** ******** ***

City: Urbana

State: IA

Zip: 52345

Country: USA

Phone: 319-***-****

Skill Level: Management

Salary Range: $60,000

Primary Skills/Experience:

See Resume

Educational Background:

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Job History / Details:

Kim Sieck

302 Richland Ave. * Urbana, IA 52345 * 319-***-**** * abpsky@r.postjobfree.com

INDUSTRIOUS, DYNAMIC LEADER experienced in operations, project and knowledge management for multi-channel service centers. A researcher-collaborator-fixer with working knowledge of ISO and FADE continuous improvement methods. Valued for effective interpersonal and written communication. Ability to appropriately interface with executive, functional and technical associates. Proven record in executing deliverables throughout project lifecycle. Recognized for building strong cross-functional/cross-location teams that succeed in achieving desired results. ISO internal auditor.

Corporate Director stated, "Kim excels in building strategic partnerships to drive results."

CORE COMPETENCIES & STRENGTHS

Process Consultation

Change Management Advocate

Tactical Business Solutions Development

Astute Attention to Detail & Analytical Thinker

Budget Planning & Adherence

Natural Leadership Talent & Self-Driven

Relationship Cultivation & Engagement

Enthusiastic, Persuasive Communicator

EXPERIENCE HIGHLIGHTS & KEY ACCOMPLISHMENTS

Project Management

Technology - Directed Operations teams that implemented enterprise-wide software and infrastructure initiatives. Collaborated with corporate Voice/Data teams on projects with capital outlay $125K - $1.5M.

* Within in 5-year period, implemented 2 ACD switches and transitioned to sole use of Avaya hardware, call center software and VoIP phones to standardize platform across corporate offices, 3 call centers and 400 stores.

* Spearheaded deployment of company's 1st workforce management software. In year 1 increased call capacity by 20% and maintained 80/20-service level with no added headcount. Return on investment realized by end of year 4.

* Conducted functional needs assessments/selection analysis and executed plans for servers, LAN/WAN, bandwidth, T1's, redundancy, CRM, quality monitoring, video conferencing, visual management and migration to imaging system.

Business Continuity/Disaster Recovery - Presided over development of plans utilized during building/technology outages and personnel shortages. Operations required 24/7/365 uptime to support internal/external customers.

* Orchestrated teams in creation of immediate - 6+ month plans for 3 interdependent/interstate call centers. Identified business critical functions, communication methods, infrastructure requirements and return to normal tasks.

* Led quarterly tests to ensure plans delivered desirable results. Successfully executed "live" plans 9 times in 3 years. Facilitated post-execution audits - acknowledged successes/key players and identified areas for improvements.

Process/Quality Improvement

* Authored work instructions in compliance with quality management system to achieve ISO Certification. Used FADE model to address problems and improve consistency of service to customers in Call Center, IT and Facilities areas.

* As Internal ISO Auditor, conducted re-certification readiness reviews. 100% success rate in company re-certification.

* Reduced annual payroll by $300K. Developed 1.5-year staffing plan shifting 30 positions to facility with higher efficiency ratings/lower operational costs. No layoffs - executed through employee re-assignment and natural attrition.

Leadership

* Represented IT and Operations functions on steering committee created to partner with McGladrey consultants. Assessed on-site and hosted enterprise-wide solutions for network infrastructure, telephony, software applications.

* Accountable for 24/7 operations in 150-position, multi-channel contact center. Managed $7M budget, 1.8M yearly customer interactions, maintained 90% employee retention. Mentored staff-10 promoted to management positions.

* Operated 40K sq. ft. facility, administered $1.5M budget and met 100% up-time business partner requirement.

* On-site manager in all phases of LEED certified facility construction. Decision maker in contractor/consultant meetings. Directed change management, communication and logistics teams. Executed move of 200 employees, equipment and supplies over 2 days with uninterrupted service to customers and 95% employee satisfaction rating.

Kim Sieck page 2

PROFESSIONAL SUMMARY

* Hired and supervised direct reports for 20 years. Staff included frontline to manager positions, often simultaneously directing groups of up to 22 employees with multiple disciplines.

* Managed agents handling 25+ different call types and processes. Executed daily operations to meet service level and department goals. Monitored, coached, wrote performance evaluations. Conducted individual/team meetings. Created metrics to evaluate performance. Presented employee/operational dashboard reports to staff and leadership teams.

* 16 years experience in project management for operational, technical and structural initiatives. Led needs assessments and translated in to business requirements for RFP's/SOW's, wrote capital appropriation requests. Directed change management, knowledge transfer, post-implementation audits and organized post-install support.

* Performed functional analysis/process consulting in 125-position inbound/outbound service center. Led gap analysis and solutions meetings with operational SME's and developers, documented requirements, planned and facilitated user acceptance training, trained and supported pre-/post-implementation for system enhancements and fixes.

* Supervised and staffed Tier 1 IT Help Desk in 2 companies each with 100+ end-users. Supported hardware, software, desktop, network and telephony issues. Provided PBX/ACD switch administration and script development. Designed, tested, implemented and managed call routing plans on-site and across locations, created and disseminated reports.

* Liaison with local and corporate IT teams representing business functions on capital/expense projects, set-up of new outbound sales group, quality monitoring, hardware/software installs and application design.

* 6 years experience in workforce management field. Oversaw creation of forecasts, staffing schedules and space planning to meet service level goals for 6000+ daily calls, 24/7/365 operations. Provided statistical analysis and staffing recommendations to all levels of management. Led transition from manual process to utilization of software.

* 12 years experience in vendor/contractor relationship management including negotiations and staff management.

* Skilled in delivering presentations to audiences of varied functions and levels.

EMPLOYMENT HISTORY

Self-employed Sales Consultant (Representing Global Wines Iowa) - Waterloo/Cedar Falls, Iowa 2012

* Wine Consultant/Representative

LimoLink, Inc. - Multi-channel Call Center in Cedar Rapids, Iowa 2011

* Business Analyst

W.W. Grainger, Inc. - Multi-channel Call Centers in Northbrook, Illinois & Waterloo, Iowa 1989 - 2011

* Manager, Project & Business Consultant

* IT/Telephony Manager

* Facilities Manager

* Workforce Management Manager

* Phone Sales/Customer Support Supervisor

EDUCATION * CERTIFICATIONS * PROFESSIONAL DEVELOPMENT

BBA in Marketing, Iowa State University, Ames, IA

ISO 9001:2000 Certified Internal Auditor

People & Process Training

* Leadership & Mastery

* Situational Leadership II

* Continuous Improvement-Intro to LEAN

* Managing Change

* Quality Action Teams-FADE

* Managing Projects in Organizations

* Disaster Recovery Plan Writing

Technical Specialties & Computer Skills

* Avaya & Rockwell ACD/PBX Administration

* TCS Workforce Management Software

* SAP, Citrix & proprietary software experience

* Microsoft Office: Word, Excel, PowerPoint, Project

* Microsoft Outlook

* Proficient in both PC and Macintosh platforms

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