Catherine Olko

Experience

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  Avaya

  May 2000 - Mar 2009

  OPERATIONS MANAGER, GLOBAL MANAGED SERVICES (2008 – 2010)Managed contact center consisting of union represented employees and management supervisors. Supported telecom move-add-change (MAC) requests for major corporations such as The Home Depot, General Motors, Bank of America, and AT&T.  Met all Service Level Agreements (SLAs) and Customer Satisfaction requirements, preventing monetary penalties. Cultivated and improved relationship with Union officers and members, resulting in no pending grievances for the first time in several years and a productive working environment. Evaluated, tested, and implemented business continuity plans during Tropical Storm Fay. Show less Directed a team of Customer Software Associates in performing remote software translations and issuing equipment orders, and technician dispatches. Utilized Call Management System (CMS) and scheduling tools to increase productivity.  Project managed implementation of Avaya Interaction Center (AIC) for more efficient order distribution resulting in estimated annual savings of over $535,000 or 5.5 FTE (full time equivalent employee). Identified requirements with programmers, coordinated and delivered training and rollout.  Attended Six Sigma training, obtaining Avaya “Yellow Belt” (precursor to Green Belt). Provided Operational Reviews internally and directly to customers on performance and SLAs. Employed team building and coaching techniques, team surpassed others in order accuracy.  Utilized SharePoint as tool for associates to reference processes, forms, or general information. Involved in preparation for ISO audit and the implementation of Sarbanes-Oxley required changes.  Identified pool of stations at AT&T locations as a source of additional revenue. Amendment to contract and billing for these stations generated annual revenue of over $500,000.  Maintained Access Database to provide input for monthly billing. Steered large MAC (move/add/change) projects, coordinating on site technicians, remote software administrators and real estate representatives.  Managed Avaya owned assets residing in warehouse. Reviewed inventory to identify equipment to be retained and equipment to be released for consigned sales.  Fostered relationships with third party vendors, verifying charges and credits and escalating service issues. Show less

  • Operations Manager

    May 2008 - Mar 2009

  • Capacity Manager & Customer Support Manager

    May 2000 - May 2008
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  Houghton Mifflin Harcourt

  Jun 2010 - Oct 2015

  Customer Service Supervisor

  Led and directed team of Customer Service Representatives charged with direct customer interface, SAP order input, and returns processing. Ensured the attainment of performance goals, workload balancing, employee monitoring and coaching, and rollout of new technology.  Defined processes and workflows for new body of work being on boarded.  Interviewed and selected candidates for seasonal temporary staff, serve as point of contact for supervisor of temporary staff for training and coaching issues.  Supported team in consistently leading and exceeding in metrics and production numbers. Utilized SAP, Salesforce, Microsoft Office products to efficiently manage customer accounts. Show less

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  Veritas Technologies LLC

  Oct 2015 - Sept 2019

  Escalation Manager

  Served as the first point of contact for escalation requests for Enterprise Security Support cases submitted by or on behalf of customers, partners and internal stakeholders across all support contract levels. Leveraged a team-based approach to provide holistic solutions while providing a differentiated customer experience that supports company’s value proposition. Received and reviewed escalation requests, assessing case status and escalation content, and communicated with Support Team Managers and Team Coordinators based on business justifications and priority of case escalation. Logged all interactions into case management/tracking system (initially SFDC, now Oracle based). Negotiated with a wide variety of contacts (End customers, Sales Account Managers, Business Critical Account Managers, Support Team Managers, Support Engineers, Global Support Representatives) to reach an agreement on the best course of action for the concerned support case. Show less

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  CentralSquare Technologies

  Sept 2019 - Sept 2022

  Managed 70+ accounts, serving as primary point of contact for Support, billing, engineering issues as well as identifying customers' long range goals. Partnered with agencies to ensure their success and meet their ojectives. Serve as the point of contact for escalation requests entered by internal stakeholders including Sales, Professional Services, Account Management and Executive Leadership. Assess issue(s) involved and identify team members needed (Product Management, Engineering, Support) to determine plan of action for resolution. Document all interactions and steps taken, communicating updates to all parties. Resolve issue(s) satisfactorily to return the account to standard processes.

  • Customer Success Manager

    Sept 2021 - Sept 2022

  • Sr. Critical Escalation Manager

    Sept 2019 - Sept 2021
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  Thrive

  Dec 2022 - now

  Escalation Manager