Debbie Kempl Email & Phone Number

Dream job!!!!

Silver Spring, Md

Oversee, organize and coordinate the job responsibilities of 15 employees including service technicians, apprentices, and warehouse and customer service personnel.Facilitate maintenance, repair and installation services between 1,000 customers, 15 contractors and 35 vendors.Review, prioritize and monitor service schedule with an average outcome of servicing 50-75 clients a day.Manage an average of 100 calls per day and 60 on-call hours per month. Analyze and provide pricing of service repairs and improvements with a goal of upgrades and add-ons to increase company revenue and profit.

Columbia, Maryland

Initiated and implemented customer service center, employee and customer engagement, and service level models for a four-state market area that included a customer base of more than 350,000 customers.Increased customer engagement scores by 5% year-to-year by presenting performance vs. service standards and customer feedback to interdepartmental clients. Surpassed established service level agreement goal of 90% on all client accounts by collaborating with Sales, Finance and Operations to refine and improve a point-of-call case resolution process.Raised customer service quality scores 20% by initiating a “Voice of the Customer” process improvement program that included interdepartmental in-house training and job shadowing.Facilitated project management oversight for consolidation, implementation and staffing for two new customer service call centers (CSC’s). Developed and monitored several profitable and efficient departmental models that completed the year within $300,000 under budget year over year.

Columbia, Md

Directed the activities of a 25 member team responsible for the billing, cash applications and collections for customer accounts generating annual revenue over $50 million. Implemented departmental goals utilizing time management and strategic scheduling initiatives, resulting in reduced customer credit balances from a total of $800,000 to $32,000 in a 6 month period. Ensured compliance with regulated audit requirements.Presented with the market area quarterly Finance Employee Excellence award and the annual corporate Eagle of Excellence award for the Eastern Group in recognition of “outstanding performance, dedication, commitment and contribution to the market area team”.

Columbia, Md

Managed department responsible for responding to more than 2000 customer calls per day with diverse needs and personalities, skillfully resolving complex issues with professionalism and diplomacy, and identifying revenue opportunities.Recognized for achieving high quality customer service levels three months after assuming the directorship of a call center department with a staff of 15.

Gaithersburg, Md

Led two contact centers at multiple locations to maximize cost effective delivery of pharmaceutical products.Directed daily operations including sales, order fulfillment, billing and collections.Developed, implemented and supervised a 30 member sales/customer service team supporting an e-commerce consumer products division.Created/facilitated training and development, performance appraisals, coaching and mentoring for in-house and outsourced employees. Partnered with fellow leaders within healthcare system to provide quality service for customers.Established and executed strategic and tactical sales campaigns that exceeded client satisfaction and supported business development goals.

Gaithersburg, Md

Administered and maintained a contract database, reviewed and processed accounts payable and receivable.

Gaithersburg, Md

Supported patient, physician and pharmacy order fulfillment for the pharmaceutical division of the United States division of a multi-national company.

Rockville, Md

Silver Spring, Md

Rockville, Md

Nursing

Business/Environmental Management