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ALEXA
E FRAZIER
2514 The Meadows
Montgomery, AL 36168
334.315.6415
alexa_frazier@yahoo.com
http://www.linkedin.com/pub/alexa-frazier/9/995/203
PROJECT MANAGER
Broad experience and a history of
success supporting global operations for diverse industries. A track
record of creating and managing programs and projects that result in increased
efficiencies and cost reductions. Highly skilled at leading integrated
teams, relationship building and achieving results in ever-changing
environments. Areas of expertise include:
·
Customer
Relationship Management
|
·
Change
Management
|
·
Training
and Coaching
|
·
Organizational
Re-engineering
|
·
Operations
Leadership
|
·
Technical
Liaison
|
Professional
Experience
INDEPENDENT CONSULTANT, Montgomery, Alabama 2011
– 2012
Management consulting to various for-profit and non-profit
industries.
IBM CORPORATION, Southfield, Michigan 2006
- 2011
(Acquired Aerotek contract)
Associate Project Manager / On-Site General Motors
Managed multiple concurrent programs and special projects across diverse
departments including: Marketing Support, Consumer Support, Dealer Support, and
Roadside Assistance. Led global cross functional teams of up to 30 including
staff from: Billing, Information Technology, Telephony, Marketing and Legal
located in North America, South America and Asia.
·
Served
as General Motor’s On-site Customer Relationship Manager interfacing directly with
the Director and Manager of the Customer and Relationship Services
organization.
o Prioritized GM long term and annual objectives and developed
projects including: project scope, expense and phases to achieve targeted
objectives.
o Presented project requirements for customer approval and
reported weekly/daily progress throughout the project
·
Led
Change Management project that created a combined, cross-trained specialty
business group resulting in 50% increase in efficiencies.
o Coordinated operations and business management to reskill,
create training and scripts.
o Acted as Business Lead for all escalations.
·
Increased
the productivity of outbound contact team as the Technical Liaison by
partnering with operations and information technology teams to reprogram
outbound dialer messaging.
o
Transitioned
outbound dialer functionality from PDX to Davox to utilize increased
functionality.
o
Enhanced charge
back billing between departments.
·
Restructured
formal training program by coordinating efforts of corporate training designers
and on-site training delivery teams resulting in 30% reduction in training time
while significantly increasing knowledge penetration.
·
Designed
and implemented Legal Program processes and procedures and transitioned the
business to a third-party location resulting in over $100 million cost
savings and vastly reduced liability of the client.
·
Led
an integrated team that designed and launched a web-based automated owner
loyalty program, saving 144,000 man hours and $600 postage charges each month.
·
Served
on customer contact operating system requirements task force.
o Identified processes and the required specifications,
including training design.
o Project launched one month ahead of schedule.
·
Assumed
Subject Matter Expert role for Enterprise Reference Data project ensuring all
master files for reference data (programs, billing, toll-free numbers, and
skills) were uniform and correct.
o Assisted with User Acceptance Testing, giving design
feedback and suggestions for improvements and automation.
o Remained in SME role for the next three years, advising on
procedures and limitations of the system.
·
Decreased
customer complaints directly to company executives by leading the
Executive Customer Assistance team in the corporate headquarters.
o Documented processes, provided training and streamlined
“Goodwill” process for "high visibility" customers.
AEROTEK INC., Pontiac, Michigan 2004
- 2006
Program Manager / General Motors
Reported to the Marketing Support Manager managing cross
brand marketing programs. Also responsible for data file transfers. Served as Technical
Liaison with Information Technology and Brand Managers securing reports for
analysis.
·
Led
Change Management project that integrated efforts of marketing, information
technology and operations teams to create a process that captured back orders
for future model year customer fulfillment, decreasing customer complaints by
75%.
·
Integrated
efforts of Marketing Support business unit with various client marketing areas
(Hispanic and Chinese) to create and launch diversity marketing initiatives for
the client.
·
Led
specialty marketing programs through quarterly cycles. Programs included Conquest Direct Mail, Lease
Loyalty and Lease Pull-Ahead.
·
Coordinated
quarterly Promotions Database purge with Siebel Information Technology resource
ensuring cleaner searches for contact center Marketing Support agents.
GALE GROUP, Farmington Hills, Michigan 1997
- 2003
Call Center Management, Quality and Training Specialist 1999 – 2003
Created
and administered quality monitoring and training program for customer care call
center.
·
Performed
monitoring, performance improvement coaching, new hire and refresher training
resulting in overall quality and customer service score of 90%.
Call Center Manager 1997 – 1999
Led daily operations of customer care call
center including monitoring calls, recruiting and hiring, staff management, ACD
and monthly service level reporting.
Education
Bachelor
of Science, Business Administration, Shorter College, Rome, Georgia, 1995
Affiliations /
Associations / Memberships
Member, Women in Technology
International
Volunteer, Southern Youth Leadership
Development Institute
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