Conrad D.

About Conrad D.

18 years of corporate leadership experience in customer service, technology manufacturing, healthcare, collections; outbound call center at Citibank, and wireless industry sales ops and customer support.Managed multiple teams up to 480 (FTE) within inbound/outbound customer care call centers. Working knowledge of operations and service delivery within call centers and retail sales offices. Solid understanding of release management, methods & procedures, national quality measuring, resource planning, qualitative/quantitative analytics; regression analysis to predict future performance. All geared to Serving Customers. I\'m passionate and have a track record of developing individuals and teams to be the very best by driving trust, respect, along with an understanding of core products, programs, systems, company goals and combining with soft skills to differentiate [my] business in the market place to its current and future customers. In an environment of similar technology, processes and products, customer service can lift you above your competition.

Experience

1. Sr Business Program Manager

   Microsoft

   Mar 2015 — Present

   Lead Release Management Team for Windows, Office, Xbox, and Devices

Skills

• Process Improvement
• Management
• Team Building
• Great Motivator
• Performance Management
• Crm
• Call Centers
• Business Development
• Workforce Management
• Competitive Analysis
• Customer Experience
• Selling
• Start-Ups
• Telecommunications
• Analysis
• Vendor Management
• Product Management
• Wireless
• Customer Relationship Management (Crm)
• Human Resources
• Solution Selling
• Call Center
• Operations Management
• Strategic Partnerships
• Account Management
• Sales
• Retail
• Outsourcing
• Leadership
• Budgets
• Customer Satisfaction
• Sales Operations
• Customer Retention
• Strategy
• Service Delivery
• Customer Service
• Business Analysis
• Contact Centers
• Sales Growth
• Team Management