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