Gail Andersen Email and Phone Number

Happily doing volunteer work and pursuing all the wonderful things that retirement has to offer!

Strategic Consulting, including business plan development and execution, leadership development, profitability diagnostics to drive growth, team development for engagement, alignment and productivity.

Responsible for all vertical functions including Service Delivery, Sales & Marketing, Finance, Human Resources and Administration. Drove strategic planning and implementation of Business Plans.- Created operational and performance tracking and measurement system; revamped pricing models and standards for improved profitability.- Led development of new service product targeting the aging workforce.- Increased net profit margin by 20%.

Responsible for all company functions with focus on continuous improvement of quality and profitability. Developed cost, pricing and accounting models. Designed research and delivery models to produce 100% improvement in company net profit. Implemented company-wide process management system with key performance metrics. Established system for tracking and supporting customer satisfaction metrics.

Directed an organization of 175 delivering nation-wide service to business customers. Led start-up activities associated with migration of 28 local customer service operations into a single site; reduced transaction handle times by 37% while improving quality 12% in the first seven months of operation.

Led knowledge management activities for a 10K employee service delivery organization. Drove communications and change management activities and associated cultural change in the customer support model. Increased online knowledge production by 300% and knowledge utilization by 78% within 18 months. Delivered $25M in annual savings and $24M in cost avoidance through improvement and use of knowledge. Built performance metric systems to track business impact.

Led 7 x 24 customer support organization of 425 across 3 sites. Managed 25 thousand monthly transactions. Partnered with field Sales to achieve revenue goals. Redesigned call intake model for Technical Customer Assistance Center, achieving record Customer Loyalty scores of 92%, a 6% increase. Drove global projects to re-engineer case management, online customer support and knowledge management activities in support of a new service delivery model. Integrated online with traditional transaction handling and restructured all support process flows for initial technical support, dispatch, customer follow-up and contract verification activities for all North America based customers. Automated 40% of call initiation eliminated 4,000 customer transfers monthly.Selected as recipient of the 2000 Tribute to Women and Industry (TWIN) award by Santa Clara Valley YWCA for outstanding leadership and contribution to Sun.

Led migration and ongoing operation of North America centralized Customer Service Center of 150 employees. Directed all Customer Service, Claims, Finance, Training and Human Resources activities. Standardized 40 disparate processes from 6 discreet customer service operations. Managed budget of $17M. Partnered with Sales to achieve annual revenue goals of $1.2 billion. Improved customer satisfaction ratings by 23% and employee satisfaction by 40%.