Barb Zarneke Email & Phone Number

Appleton, Wi

Motivate and manage a staff in a fast-paced, deadline and project-driven environment. Supervise all aspects of Member Services and the call center, while also being responsible for the operations of our online Bookstore. Provide staff direction for the Member Services Team and multiple cross-functional teams.Supervise and coordinate all Member Services to ensure objectives and deadlines in the Strategic Map are being met. Develop and monitor departmental budget. Develop operational goals and plans regarding the Bookstore, monitor and communicate operations performance against plan (returns, shipments, receipts, and inventory levels). Monitor margins, set priorities and coordinate with various functions to improve efficiency. Identify and implement strategies to improve quality of service, productivity and profitability.Supervise Member Services Team, including personnel time-off requests, approvals, contact center scheduling, and business coverage. Recruit, interview, recommend, train, appraise and coach staff to ensure they are able to perform their jobs and exceed expectations for assigned work. Make recommendations on wage adjustments and disciplinary actions. Monitor daily activities of team to ensure work is performed timely and accurately. Collaborate with Member Services team collectively and individually to gather input on ways to enhance operations.

Remote

North America special bid evaluation/support. Teamed with business partners and evaluated special bid requests to ensure their protection within end customers. Educated sales reps on Software Value Incentive program and quote process to coordinate efforts and attain final special bid. Improved bid process and reduced processing time thru documentation, procedural assessments, and workflow analysis. Collaborated with IBM business partners within Value Advantage Plus for Government Sales Program to certify eligibility and maximize partner profits.

Appleton, Wi

Managed five departments – staffing, training, curriculum development, continuing education, marketing strategies, member satisfaction, retention, budgets, and state licensing compliance. Created hiring and training guidelines to increase staff quality and ensure continued career growth among employees. Formulated and operated within yearly financial plan across multiple program budgets. Spearheaded strategic initiatives to achieve community collaborations and increase programming income. Held an active role on multiple Mission Impact Teams, an Operation Committee, and Parent Advisory Committee. Developed, organized and led a variety of staff development trainings and team building events. Increased income 125% through developing new programs, classes, special events and fundraising initiatives.

Partnered with clients' marketing executives to achieve desired corporate image. Generated new revenue streams through prospecting and acquiring new accounts.

Designed and executed training programs for clients’ sales teams to increase trade fair contacts with end results of increased sales. Produced innovative business images while partnering with clients’ design teams. Grew customer database by 600+ clients. Increased custom display business by 92%.

Cultivated relationships with industrial business partners to unveil engineered control solutions opportunities. Participated in specialized OEM trainings to increase sales and better support customer needs.

Developed and implemented process documentation system as project team leader. Earned ISO 9000 certification. Researched, designed and implemented returnable packaging system at Oklahoma facility.