Karen Heidel Email and Phone Number

One of 5 senior staff members in a company of over 200 employees. I was hired to build out and implement the company's first ever Customer Service Department from the ground up. As Customer Service Manager, my team and I regularly interface with all facets of the organization including: Executive Leadership, Sales, Accounting, Human Resources, Warehouse and Distribution, Service and Outside Contractors. Designed and implemented Nonn's first ever Customer service department for all service-related issues company wide. This includes four retail and commercial stores with a focus on flooring, ceramic, granite, and appliances. Hire, train, and develop 10+ staff for customer service department, including performance and appraisal reviews, training and development and all disciplinary actions. Set Customer Service department goals, metrics, and service level agreements to ensure excellent customer experience and focus on ensuring customer satisfaction and repeat business. Designed and Launched Customer Service Satisfaction Surveys to understand customer satisfaction and provide a direct link to customer experience and feedback, benefiting Nonn's Staff and subcontractors. Transformed Customer Service Department from a Cost Center to a Profit Center by introducing charge back policy to sub-contractors for less than standard worked. Also implemented a program to generate leads to sales department with Customers who required service that was out of warranty which increased profitable repair work. Strengthened internal partnership between Sales department and Customer Service department, resulting in stronger trust between departments which produced more repeat customers.

The Mendota Gridiron Club was the booster club of the University of Wisconsin Football Team. I was in charge of operations for a 501 C(3) responsible for community relations, fundraising, event management, accounting and general operations for the organization. Executive Leadership: Served as Secretary of Board Meetings on a full board of 81 members with an Executive Board of 5. Organized and created agenda for all board meetings including creating meeting notice and distribution through email and mail. Event Fundraising Management:Set Event Goals with University of Wisconsin Athletic Director, Head Football Coach and Senior Staff.Created Event Themes and Opportunities to achieve and exceed annual event fundraising goals. This involved creating a variety of fundraising sources including 25+ annual events on a weekly, monthly quarterly, in season, out of season and annual basis. Coordinated all event logistics including space rental, meals, entertainment, staffing, rate negotiations, set up, tear down, etc. Managed all Volunteer staff for events. Annual Fundraising Campaign Management:Set and exceeded annual Fundraising Goals with Senior Athletic Department Staff, coordinated mailing campaigns, and tracked and processed all donations. Averaged $2 Million to $5 Million of funds raised each year. Accounting: Performed all accounting functions of a 501 C(3) Organization including accounts payable, accounts receivable, payroll, banking, State and Federal Tax Filings, 501 C(3) Filings and creation/compilation of all reports, files and figures requested by Auditors.Set Annual budget with Senior Athletic Department Staff which included Revenue targets and expenses and end of year reconciliation. Customer Service and Media/Marketing:Built relationships with all donors through varying communication avenues including Social Media, marketing content, public website, donor mailing materials, in person events, as well as phone and email communications.

Executed all Accounting functions for a small business including Accounts Payable, Accounts Receivable, Payroll, Banking and Insurance. Interfaced with President to schedule all employees for scheduled and non scheduled service work, ensuring all employees understood the schedule and jobs they were to complete. Managed all inventory, accurately auditing and reconciling year end inventories. Executed and completed final bids and work for both residential and commercial projects to help sales department win new business for the company. Served as key contact for wholesale companies and showroom staff to fill inventory and client requests. Managed all customer service scheduling and incoming calls from clients.

Worked with client and insurance companies on quotes, policy changes and claims management. Managed all other employees on job duties and scheduling. Ensured consistent customer service and experience through all levels of Insurance Agency. Completed Accurate data entry on policies and client files as requested.Obtained Wisconsin State Property and Casualty License, completing biannual Continuing Education credits to keep licensing current.Professionally greeted and addressed all client needs.

Managed all employees including hiring, training and scheduling for all shifts.Ordered all supplies including food and equipment for store. Ensured quality customer experience and timeliness of food delivery.Coordinated all payroll activities.