Bibi Uddin - Resume

Bibi Uddin

12407 Paradise Creek Lane, Fair Oaks CA 95628 Phone: 435-229-6142 ■ Email: bibi_3103@yahoo.com

A SELF-MOTIVATED, SUCCESS-DRIVEN, ANALYTICAL-MINDED PROBLEM-SOLVER, WITH EXCEPTINAL COMMUNICATION, TIME-MANAGEMENT AND MULTI-TASKING SKILLS, and EXTENSIVE TRAINING/MENTORING EXPERIENCE. A result-oriented, self-motivated leader in customer experience, providing support within the organization and to major utility companies and service providers nationwide. Experience in the eLearning industry, delivering training and support via phone, WebEx, Skype and classroom setting. Expert in research and data analysis. Software experience include Microsoft Office Suite, Sales Force, Clear Metrix, ADP, Ultipro, NICE IEX, Oracle, SharePoint, Avaya CMS and Recording System and company databases.

Experience

16 years in managing/supervising 16 years in customer service 13 years in training/mentoring 13 years of developing training material 9 years of developing policies and procedures 5 years in coordinating and developing marketing material

ALLCONNECT, INC, St. George, Utah, December 2006 – September 2016Customer Care - Escalation/Order Review Supervisor – July 2015 - September 2016

Supervise a 13-member, cross-functional team of Escalation and Quality Assurance associates. Manage Escalation of issues and Complaints: The team objectively reviews customer escalations, create satisfactory

resolutions and communicate findings to appropriate parties. Escalated issues received through a wide variety of sources including Utility and Service Provider partners, Public Utility Commissions, Better Business Bureau, Attorney General and Social Media. Manage the Error Review program for tracking and distributing coaching opportunities to the sales and service organization in an effort to improve skill set and prevent errors leading to escalated issues.

Quality Assurance management: The team is responsible for ensuring that controllable breakage is minimized while exceeding customer expectations, maintaining order accuracy and quality assurance standards, and contributing to the overall development and success of the organization.

Update and improve team guidelines and training material frequently to meet company changing criteria. Hire, train, manage and motivate associates; monitor and evaluate performance and recommend salary actions for

associates. Establish and update performance standards ensuring that each team member reaches his/her efficiency and effectiveness goals.

Communicate goals, performance, business strategy, as well as other procedural and product specific updates ensuring individual and team success.

Analyze escalation and quality assurance data, and distribute to department and corporate leadership on a monthly basis.

Escalation Analyst/Error Review Facilitator – January 2014 – June 2015 Analyzed escalations and error data, and generated reports for internal and external partners. Initiated and maintained global partnerships within the organization and with external partners. Developed and implemented policies and procedures ensuring a high level of professionalism within the sales organization. Managed the error review program and facilitated an appeals board responsible for deliberating errors under appeal.

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Team Lead/Error Review Facilitator – December 2006 – December 2013 Developed and implemented the company’s first escalation process and training program, and continuously performed

quality improvements of the documents based on evolving business needs. Trained and supported the client support services team that handled customer complaints received through various

sources, including Utility Companies, Service Providers, Public Utility Commissions, Attorneys General, Better Business Bureau and Social Media.

Assisted in the development and implementation of the first sales error policy and error review appeal process for the sales centers, and a five-member appeals board to review appeals.

Distributed and document associate error forms, and facilitate all error review appeals submitted by sales supervisors. Created and distributed escalation and error reports to the appropriate internal and external partners. Processed customer reimbursements which resulted from associate errors.

LEARNKEY, INC., St George, Utah, April 2003 – November 2006Programs & Services Manager

Managed the Programs & Services department, including hiring and training/mentoring of staff. Developed and implemented a training program for US and International clients for the online training platform which

included over 900 training software programs. Provided continued support to clients ensuring successful utilization of training and development within their organizations. Provided training via conference call, WebEx and onsite (within the US) in a classroom setting. Managed the provision of daily support to the internal and external sales team, resellers and distributors.

CHARTER COMMUNICATION, St. George, Utah, November 2000 – February 2003Manager of Sales and Services

Managed all areas of sales and services of Charter Pipeline’s Internet to the local community and surrounding areas. Supervised several modem installers and cable technicians on a daily basis. Handled in-bound sales calls, scheduled installations and service calls, and dispatched on-call technicians as needed. Also assisted customers with minor technical support issues. Set up and maintain all customers’ accounts.

STRATA SOFTWARE, St George, Utah, September 1999 – November 2000Marketing Coordinator

Supervised/managed all aspects of marketing for the company’s web portal, and 3D and DV software line. Composed copy and compiled all marketing materials for CD products, web portal, spec sheets and email promotions. Set up beta groups for software and web portal testing during product development. Planned and implemented weekly promotional campaigns for specific products and services. Prepared the company’s first Media Kit for use in magazine and Internet ad sales. Coordinated and promoted graphics design contests using the company software products.

BIMINI ESSENTIALS INC., St. George, Utah, October 1996 – September 1999Marketing Assistant

During the company’s start-up, assisted in the compilation and production of the first Distributor Kit and all additional materials necessary for the grand opening. Produced the monthly newsletter, which included proofreading and editing of articles, coordination of graphics and layout, and overseeing the printing and distribution process. Managed and implemented monthly advertising campaigns and annual conventions.

E’OLA INTERNATIONAL, St. George, Utah, January 1995 – October 1996Marketing Coordinator

Managed the production of the company’s monthly newsletter and all other printed materials. Responsibilities included revamping the company’s Distributor Kit, which included rewriting copy, scheduling photo shoots for product catalog, and perfecting the compilation and design. Assisted in the coordination of the company’s largest convention held on a cruise ship.

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AMERICAN EXPRESS, New York, New York, October 1993 – September 1994Executive Associate

Provided administrative and technical support to Directors and Managers in the (1) Establishment Services, (2) Database Marketing Services Department. Prepared Demographic Profile Reports for various marketing groups. Worked with company-specific computer programs to compile data for internal analysis. Compiled and distributed monthly status reports to clients.

CAMPBELL-MITHUN-ESTY ADVERTISING, New York, New York, February 1988 – October 1993Assistant Art Buyer

Assisted in the production of all print advertising for the agency’s clients, including Texaco, Brown & Williamson, Minolta and 1-800-Flowers. Reviewed photographers portfolios and bids, negotiated contracts with model agencies, and scheduled photo shoots.

AMERICAN HOME PRODUCT/BOYLE-MIDWAY DIVISION, New York, New York, July 1982 – January 1988Secretary

Education

KATHARINE GIBBS SCHOOL, New York, New York, September 1981 – June 1982 Graduate - One-year Certificate in Business Program

BAYONNE HIGH SCHOOL, Bayonne, New Jersey, October 1979 – June 1981 Graduate - Business Program.

References furnished upon request.

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