victoria westbrook

* Drafted, negotiated, and managed the outsourced centralized Call Center contract * Developed and conducted Call Center audit which resulted in substantial savings that were then reallocated to additional value add projects increasing services for Californians * Created Service Level Agreement, implementing performance metrics and a system of liquidated damages which resulted in increased vendor accountability to the California Public Utilities Commission * Effectively managed Customer Contact Department and staff * Successfully utilized job enrichment to increase the productivity of my direct reports

* Identified a contract budgetary shortage which was unknown to the call center vendor, the California Communications Access Foundation, and the California Public Utilities Commission * Timely identification of the budgetary shortage and implementation of cost controls resulted in no interruption of a State mandated Program which serves over 750,000 Californians state-wide

* Responsible for managing a 11.5 million dollar (96 skus) inventory * Managed contracted warehouse operations including receiving, examination, inspection, storage, shipping, inventory control, equipment testing/repair and disposition of equipment and accessories * Obtained unprecedented 0% Variance on the State mandated, Contract Completion Audit, conducted by an independent 3rd party auditing company, which included 100% of the part numbers, as well as, all Return Merchandise Authorization items on hand

* Defined and managed the Marketing Outbound Call Lead Generation project, as well as, the associated database development project * Created job descriptions for newly established positions * Designed process/procedures associated with implementation of outbound call model * Created facilitated Beta implementation training for 10 call center representatives * Established Beta implementation data analysis plan.

* Managed the outsourced centralized Call Center contract * Developed Service Level Agreement, which emphasized vendor accountability * Created the Methods and Procedures to be used in the Call Center * Created various accountability reports related to vendor performance, activity levels, and contract compliance * Develop and implement procedural changes to ensure consistent customer service delivery

* Provided second and third level support to Siebel Enterprise software application customers * Documented technically complex issues for internal and external customer use * Served as Primary for the functionality area - triaged and managed service requests in queue and addressed high severity, time critical issues * Performed quality reviews of Service Requests to ensure that the quality standards and procedures were uniformly met and to assess the consistency and level of service and support * Interviewed prospective Technical Support Engineers to assess their technical qualifications * Supervised and mentored new hires, while assessing and measuring their performance

* Completed seven months of Service Level Agreement Monthly Reports resulting in contract compliance with the California Public Utilities Commission * Developed Standard Operating Procedures for all activities supporting contract which resulted in reduced training time and costs

* Developed and maintained AnswerBase, Sybase's multi-platform internal and external knowledgebase * Created and oversaw the Data Conversion Plan for migration from AnswerBase to a larger, more encompassing document management system / web-based KnowledgeBase. * Provided second line technical support for AnswerBase, which included addressing customer complaints and interfacing with third party vendors to ensure that all customer problems were resolved. * Created and implemented the AnswerBase training for the first line technical support team. * Created an AnswerBase quick reference job aid for Sybase technical support and other internal users.

* Created marketing plan which increased customer base by 25% * Created a bid proposal template which increased company revenue by 37% * Created job bid sheets, allowing quicker delivery of bids * Streamlined invoicing process, reducing the time to generate invoices by 25% * Created system to track job costs, job completion time, and job revenues

* Managed projects that provided critical services for California residents, such as language services * Developed and implemented Change Management processes for organization * Assumed lead role in managing process/procedural change initiatives * Established and maintained the centralized electronic storage of all program records and documents, including Change Management Requests * Managed data cleansing / migration that successfully migrated 99% of data into new system * Developed business requirements documents resulting in a new system which met program objectives * Created training materials for the internal users and facilitated in-house training classes for 75 users * Planned and managed cut-over to the new system resulting in no interruption of program services

* Collection and analysis of relationship management data * Community partner engagement * Program partner engagement * Grant reporting * Program correspondence

Whatever is necessary to support and propel the operations of Code TL. Inclusion and Diversity brings great benefits to companies and communities!