2. Developed business strategy for quality monitoring program. Gained management approval and implemented program by supervising, training and mentoring program resources. Program resulting in improved customer satisfaction scores and correlated revenue increases by 3%.
3. CBT software was purchased but never implemented by the training team. I led the training team to create 26 CBT’s in 12 months resulting in a department savings of over $250K annually.
4. Successfully lead cross functional team (20) in an IVR redesign with positive customer satisfaction results, reduced timeline and delivered under budget.
5. CTI (computer telephony integration) business track lead for CRM deployment (legacy replacement – 12 month project) and subsequent enhancements resulting in successful deployment of Siebel CRM with soft phone and CTI screen pops resulting in no negative impact on customer satisfaction scores.
6. Business CTI expert on a global project team from vendor selection to deployment of a multi-media enterprise solution in Europe resulting in a more efficient call handling operation between European countries to the main order processing center in Barcelona.
9. Project manager responsible for deployment of new PC’s, operating systems and MS Office Suite upgrades to over 300 users. New PC rollout accomplished in 2 weeks with no data loss.
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11. Call flow documentation did not exist and troubleshooting was difficult so I took ownership to drive call flow validation and documentation with IT vendor.
![Highly respected leader with success in designing and implementing solutions that meet corporate objectives tied to business and technology performance. Proven track record of multi-project, & simultaneous implementations meeting business requirements and timelines while conducting risk management and issues resolution. Persuasive and positive business liaison to IT. A contributing team member with demonstrated success working across various levels of management, functional boundaries and cultures. “Leaving it better than I found it”.<br />Team Leadership Project Management (small/mid-sized projects)Process Analysis and ImprovementBusiness LiaisonSix SigmaUser Acceptance Testing/SupportIdentify Business Requirements<br />“I had the great pleasure to partner with Kathy on a strategic business project that would change the way customer service would be conducted. Kathy is a visionary and embraces change for the good. She organized many departments and provided excellent communication to many levels of management making sure everyone's opinion was considered. The project was a fantastic experience and Kathy was an excellent leader.” Kim Rice, Account Manager<br />PROFESSIONAL EXPERIENCE<br />Sr. Program/Project Manager2004 - July, 2009<br />Agilent Technologies, Englewood, CO<br />,[object Object]](https://image.slidesharecdn.com/resumekathydoylepm-12768827423707-phpapp01/85/resume-kathy-doyle-pm-1-320.jpg)
