Geri Fields, Mba Email & Phone Number

Indianapolis, Indiana

Customer Service Management

Indianapolis, Indiana Area

Indianapolis, Indiana Area

CLIENT RELATIONSHIP MANAGER 2011 – December, 2014Work for Third Party Administrator of statewide Demand Side Management/Energy Efficiency Initiative. This Initiative, Energizing Indiana, offered energy efficiency programs to residential and business customers. Programs included Energy Efficient Schools, Energy Education, Residential Home Energy Assessments, Residential Income Qualified Weatherization, Residential Lighting and Commercial/Industrial rebates. Worked closely with electric utility to review Initiative progress in each of these areas. General knowledge of Evaluation, Measurement and Verification standard practices.• Represented Energizing Indiana at Trade Shows, Community and Corporate Events• Attended Industry Conferences and Training such as MEAA and Purdue TAP sessions • Provided clarity around scorecard numbers as required by utility• Attended Oversight Board meeting when invited• Member IEC and HACA Trade Association

Indianapolis, In

Managed team of Customer Service Representatives delivering world class service to ecommerce and in store customers. Lead team to consistently exceed KPI goals.

Managed team of up to 28 Customer Service professionals supporting varied ecommerce businesses such as Indianapolis Colts, Detroit Lions, Kansas City Chiefs, Washington Redskins, Danica Patrick, USGA and others.

Aligned with State, Local and Education Sales Districts, designing process solutions from customer engagement through product delivery and invoicing. Integral member of cross organizational team providing detailed responses for RFPs

Indianapolis, Indiana Area

Managed, created, and delivered learning experiences. Collaborated with Management to define scope and create content required to develop staff capabilities. Developed, coached and mentored team of Training Specialists to deliver new hire, skills and systems training across multiple sites. Evaluated success of learning programs through student assessments and evaluations. Provided detailed executive reports. Analyzed performance and behavior gaps through surveys and needs assessments. Designed solutions to close gaps. Established goals and objectives for learning and development as well as led team that reviewed best practices, initiated new techniques and sought to enhance overall staff performance. Learnings delivered face to face as well as through webinars.

Managed Customer Service staff in this fast-paced, high volume national call center. Provided day to day direction and support for 30 exempt and non-exempt team members with emphasis on hiring, developing, motivating and rewarding staff. Developed work plans for projects and promotions to accomplish business objectives. Developed and used scripts as needed. Established customer service policies that supported the successful implementation of ISO. Resolved escalated customer satisfaction issues. Collaborated with key departments to ensure product delivered according to customer requirements. Responsibilities progressed to managing managers and Team Leads/Supervisors in addition to frontline customer care staff.· Effectively managed staffing levels to ensure service level requirements and efficiency measurements were met on a daily basis.· Implemented policies, procedures and best practices to ensure attainment of operational objectives, efficiencies. · Developed processes to support new projects and clients as they came onboard.. e.g. launched and rolled out Employee Purchase program, created PDA activation team. Oversaw development of scripts.· Lead numerous TQM call center projects, encompassing the statement of work, features/functions, approval, and successful implementation of integrated customer contact solutions that addressed customer facing support.· Worked with Training team to ensure all customer service agents well-versed on systems, tools and superior customer service techniques.· Implemented and managed employee relations function. Recognized for contributions by employees with several WOW awards.

Mba, Marketing/Finance

Activities and Societies: Consortium Fellow Placement Office Assistant

Certificate Pending, Project Management

B.S., Social Sciences

Education record