Desirae Parmelee, Mba Email & Phone Number

United States

Mayfield Village,Ohio

Manage, and motivate a group of employees who provide guidance and assistance to distributor partners, repair plants, and front line customer care agents while supporting the Asset Management and Reliability business strategy.Emphasis on providing coaching, feedback, and development of direct reports.Guide processes of cross functional teams and individual contributors to mitigate impact to direct team member productivityProvide guidance, encouragement, and drive process improvements to ensure KPIs were met or exceeded, as set by the Asset Management and Reliability and Customer Care Organizations.Implement strategies to drive operational improvements, alignment with KPI demands, and increase/maintain employee engagement.Develop content and present to diverse audiences internally and externally facing to promote Customer Care’s performance, values and strategy.Ensure proposed organizational or operational changes are appropriately planned, communicated, and managed.

Support a group of 18+ customer care employees, providing leadership through feedback and influence.Ensure communication with the commercial marketing team and repair plants to understand programs and situations that will impact customers. Provide direction to the Customer Care team to ensure support.Develop and implement projects that improve or limit customer efforts, with an additional focus on call volume reduction.Support the goals of the business by coaching the team towards the accomplishments of the goals, adherence to time lines and aligning projects to fit within the objectives of the Customer Care organization, and Rockwell Automation as a whole.Identify barriers to execution, and work with supervisor or team lead to develop and implement plans to remove barriers

Mayfield Village, Ohio

Develop and maintain a relationship with regional distributor partners, as well as assisting with the delivery of training.Delivering training for a team of 17+, in addition to providing new hire training. Co-developed the program that was designed specifically for the domestic remanufacturing and exchange customer care team education plan.Worked as a support person for the back office team for coverage. Managed daily and weekly reporting for metrics including training for transitioning select reporting responsibilities to the optimization team.

Develop and deliver business quarterly and annual reviews for existing client base while, building and preserving a positive rapport with contacts within clienteles’ organization.Manage projects as requested from client contacts for marketing material distribution and development.Collaborate with call center supervisors to advise new client business rules, and provide training on program deployment.

Daily monitoring and coaching of representatives with immediate feedback for quality control.Maintain and meet set call center goals such as abandonment rate, and average handle time to achieve clients expected service levels.Present department materials for potential new clients and represent Contact center during quarterly business reviews for existing client base.

Responsible for taking an average of 160 phone calls a day. Provide outstanding customer service/resolution of problems. Order processing, opening and processing incoming mail. Data entry into the AS400 system as a result of a phone call from client's customers. Perform ship history and tracking inquiries for customers. Maintain client information regarding products, services and promotions in order to effectively serve their customers. Develop an enhanced knowledge of Microsoft Office applications. Defuse conflicts for customer satisfaction.

Master Of Business Administration - Mba, Business Administration And Management, General, 3.0

Bachelor’S Degree, Business Administration, Management And Operations, 3.7

Associate’S Degree, Business Management And Operations, 3.8

Business Administration And Management, General

Education record