I have posted here before but so far no luck so I thought I would make another attempt. I am currently unemployed having had my former workplace (a nextel wireless number portability call center) in Virginia relocated to Mexico. At the moment I am in Austin, Texas with family although would be happy to consider any US relocation for the right job.

My background is in Call Center / Customer Service / Sales / Marketing Management in a variety of sectors (Telecommunications, Biotechnology, and Education). I am very adaptable, have a real flare for marketing, have a history of success in my past roles, and generally am a pretty good employee.

Below is my resume (you can see greater detail on my website resume at www.andrewcram.com/resume.html ) - you may recognize the site from my
Online eTailer Comparison Chart.

If anyone knows of any suitable positions or can provide any suggestions etc please let me know - I am getting pretty desperate and am having no luck (possibly due to most of my education and experience being in Australia and the filtering software most companies are using for applications).

Many thanks,

Andrew

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Email: [email protected]
Website: http://www.andrewcram.com/resume.html
Citizenship: US Permanent Resident (Greencard)

POSITION SOUGHT
Senior position which will utilize my experience in establishing, reengineering or enhancing customer support, sales and/or student recruitment activities through multiple delivery channels for greater productivity in a dynamic, results focused environment.

EDUCATION
2004-Current Master of Aviation Management, The University of Newcastle (Newcastle, Australia).
2002-2003 MBA / Master of Business Administration (Internet Marketing), Charles
Sturt University (Bathurst, Australia). Graduated with credit.
2003-2003 Graduate Program in Management Communication, OTEN (Sydney, Australia). Graduated with credit.
1991-1995 Bachelor of Arts (Archaeology & Genetics), Australian National University (Canberra, Australia).
2002-2003 Diploma of Call Centre Management, TAFE Western Institute (Bathurst, Australia). Graduated with distinction.
* All degrees are from an accredited university.
(Details of subjects studied is available on my personal website, see above)

EMPLOYMENT
11/2003-6/2004 Special Projects Supervisor, Nextel Wireless Number Portability Fallout Management Center (Capgemini, Ernst & Young)

Managed a team of fallout management special project agents who managed and corrected faults arising within the newly implemented wireless number portability process mandated by the FCC. Functions included:
∑ monitoring and training staff
∑ dealing with customer escalations
∑ conducting performance reviews
∑ staff recruitment
∑ implementing new service programs and resolving service problems.

2/2001-10/2003 Contact Center Director / Manager, info.csu Charles Sturt University

Established and managed all aspects of an integrated 30 seat contact center responsible for recruitment of students to the University (Admissions for both state and proprietary programs). Functions included:
∑ Created and directed an environment where the needs of the customer is the primary focus of all staff
∑ developed strategies and plans to focus on customer retention and reduce related attrition
∑ created continuously improving levels of customer satisfaction and service excellence
∑ established call handling standards, service level criteria and performance monitoring metrics
∑ coordinated front end marketing techniques with back end fulfilment and customer satisfaction principles
∑ developed staff plans and forecasts
∑ monitored and analyzed work flow
∑ implemented strategies to improve service quality and cost efficiency
∑ created a customer friendly enthusiastic work force through empowerment and fostering team work, IT setup, recruitment, training and supervision of agents handling over 25,000 monthly phone, email, and web contacts responsible for an estimated annual revenue of $160 million.
Achievements:
∑ Successfully managed $2+ million annual budget.
∑ Response time reduced from 7-14 days to same-day.
∑ Boosted customer inquiries and uptake of offers.
o Applications increased 16-42% over all brand categories during first year of operation (state sector average of 4% for same period).

3/1999-1/2001 Customer Service / Customer Contact Manager, Entigen Corp.
Established and managed customer service provision for approximately 20,000 subscription customers utilising high complexity genetic analysis software products in a wide range of environments. Established 24x7 world wide support at minimal cost
∑ Established customer service / support system in 2 weeks from commencing with company.
∑ Represented company at trade shows and conferences in the US and Australia.
∑ Responsible for customer acquisition in educational and research environments.

3/1996-2/1999 Sales Manager & Manager Internet and eCommerce, Let’s Talk Communications
Managed and restructured several branch locations, including head office store. Responsibilities included recruitment, stock control, product line management, and sales and marketing activities.
∑ Boosted profitability by up to 40% while reducing inventory and write-downs.
∑ Established and managed the retail website and internet marketing activities.
∑ Responsible for recruitment and training of sales staff.

3/1993-2/1996 Team Leader, Australian National University (Questacon)
Conducted science education presentations for school groups and the general visitors.

REFERENCES:
Available upon request.
Key Skills:

∑ General Management
∑ Budget Management (>$2 million per year)
∑ Call Center Management (High and Low volume environments, high and low value transactions)
∑ Call Center Implementation
∑ Call Center Process Design and Script Implementation
∑ Staff Selection and Recruitment
∑ Staff Training
∑ Project Management
∑ Online Management
∑ Marketing Management
∑ Sales Management
∑ Customer Service Management
∑ Presentations
∑ Client Liaison
∑ Systems Improvement
∑ Customer Acquisition
∑ Student Recruitment
∑ CRM implementation and operation
∑ IVR Design and Implementation
∑ Report design and production
∑ Website design for internet and intranet

Software Skills:

∑ Microsoft Office (Access, Excel, Word, Powerpoint)
∑ Microsoft Outlook
∑ Microsoft Project
∑ Clarify CRM
∑ Goldmine CRM
∑ ACT! CRM
∑ Ericsson Solidus eCare (IVR,ACD)
∑ Cisco IPCC
∑ Avaya CentreVu
∑ SCT Banner
∑ Pronto! POS
∑ Adobe GoLive
∑ Macromedia Dreamweaver