Barb Hicks Email & Phone Number

• Consolidated the customer care teams from eight to three to increase call handling by 25%. • Implemented ISO processes and audited the processes of other departments. • Developed instructional guides for customer service/care outlining customer requirements for order processing and special requests.• Designed training programs for the company software tailored to the needs of customer service/care, sales and warehouse.• Participated in several cross-function teams to streamline account setup, routing, delivery and duplication of sales reports.• Project Manager for the transfer of customer information to the central facility in Colorado. Project completed on time.• Designed reports for monitoring customer care activities including calls handled and average talk time. Improved call processing by reducing wait time to less than 30 seconds.

• Initiated the installation of an automatic call distribution system (Axxess), which improved call answer rate by 55%.• Facilitated teams to develop ISO 9000 procedures. Company certified on first audit.• Designed market trend reports for sales and manufacturing used to define marketing programs within specific territories.