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curenr resume121815
- 1. Kathleen McCurdy 636 Pine Street Manchester,N.H. 03104 603-387-0353 Summary: EXPERIENCE: Customer Support Professional with the ability to build productive relationships, resolve complex customer issues-utilizing tact and diplomacy to find common ground to preserve customer loyalty. Strong verbal, listening and written skills. Adept at interacting with all levels of the organization and public. Able to negotiate and problem solve accurately and efficiently. Skilled at multitasking to achieve individual and team goals. Diverse background includes sales, customer service and technical support. CSS PLACEMENT SERVICES-May 2015-December 2015 The Business Development Consultant position is responsible for using primary and secondary research techniques to extensively research prospect accounts, identify and confirm key players, nurture prospects to develop solution interest, discover business priorities and requirements, and set appointments for the sales team. June 2014- May- 2015 Grappone Automotive Group- Business Development Consultant Responsible for telephone and internet contact with prospects regarding products and services provided by the dealership, Make contact and follow up with leads developed thru the internet/phone. Set and confirm all appointments based on the guests preferred method of contact. Follow up on all appointments and reset appointments that were not kept. Follow up on all appointments that were kept that did not result in a sale. Verify guest satisfaction after dealership visit and vehicle delivery. November 2008- December 2013 ONE COMMUNICATIONS / CTC COMMUNICATIONS /Earthlink Business Provide level one troubleshooting support for both voice and data products. Create,monitor,and escalate and close LEC referrals. Perform follow up and communications to the customer. Communicate progress and verify service restoral with clients. Provide escalation management support for high priority customer issues Hello Direct November 2007- November 2008 Business Development Executive Executive responsible for selling telephony based solutions to the commercial and local state and educational customer base. ONE COMMUNICATIONS / CTC COMMUNICATIONS December 2005- November 2007: Provide level one troubleshooting support for both voice and data products. Create,monitor and escalate and close LEC referrals. Perform follow up and communications to the customer. Communicate progress and verify service restoral with clients. Provide escalation management support for high priority customer issues. HELLO DIRECT January 2005-December 2005
- 2. Business Development Executive responsible for selling telephony based solutions to the commercial, local, state and education customer base. PC CONNECTION August 2003-January 2005 Inside Sales Representative responsible for selling a broad range of brand name IT solutions to small and mid size businesses. Reardon Associates: January 2003- August 2003 Various contract assignments focusing on B2B activities in Southern New Hampshire. ASPECT COMMUNICATIONS, San Jose, CA January 1999 - July 2002 Aspect Services Technology Project Manager: Responsible for managing and implementing medium and large scale web based customer self help applications and internal business process improvement tools Managed the design/development/implementation of an automated web-based customer escalation process. Conducted demonstrations of Aspects suite of web-based services to customers to promote customer self help usage to increase customer satisfaction and decrease support costs. Customer Operations Manager: Responsible for managing a 24x7x365 customer support center Hired and developed 11 direct reports who provided mission-critical technical support to Aspects business partners, customers and field service personnel. Provided leadership to this team to decrease customer lead times and increased customer satisfaction. Provided on-call management support to ensure timely resolution of high priority customer issues. DIGITAL EQUIPMENT CORPORATION/COMPAQ, Maynard, MA March 1981 - Dec. 1998 Customer Satisfaction Manager : Responsible for ensuring that complex customer issues were resolved in the best interest of the customer and Digital/Compaq. Provided committed response time to those customer satisfaction issues that were escalated to the office of the president, as well as other Digital/Compaq executives. Managed the design/development and implementation of an automated, multi- business unit customer problem resolution process. Developed and delivered customer contact skills training to cross-functional audiences in the field and various headquarter groups. Designed, developed and implemented corporate standards for customer contact etiquette, including a training video. Worldwide Program Manager for Digital Equipments User Society (DECUS) Responsible for symposia planning efforts, including recruitment of Digital and external executives for major keynote speeches and industry-specific presentations. Created event plans, executive briefing packages and composed executive speeches. Sponsored Digital/Compaq Listens Panel, recruited executives and panel moderators. Provided attendee survey and feedback data to senior management for review and further action. PROFESSIONAL DEVELOPMENT: Internal Digital/Aspect Communications courses in: Supervisory and Line Management Skills Project Management Change Management Course Development