Directs the entire operations of the organization's contact center. Implements and reviews policies and operating structure of the Contact Center. Sets standards and guidelines for interaction with contacts. Monitors the calls to ensure that the expectations of the customers are met. Relies on extensive experience and judgment to plan and accomplish goals. Leads and directs the work of Managers, Supervisors and Leads. Ialways manage and exceed expectations.•Provide strategic vision and planning.•Manage and direct all aspects of contact center operations.•Implement and review policies and procedures.•Develop and monitor quotas for service volume and timelines.•Envision and communicate the big picture while remaining conscious of the day-to-day concerns.•Develop and manage operating budget.•Develop and execute short and long term performance goals.•The ability to provide strategic leadership while managing the organizational direction day-to-day.•Skilled at building rapport, business analysis, and coordinating support.•Strong organizational, project and time management skills, able to address multiple projects/requests and meet tight deadlines with ownership and accountability.•Ability to shift priorities quickly and remain calm and focused under pressure.• Quick, analytical decision-making abilities.• Natural instinct for business and management.•I am a person of integrity.•Strong analytic and problem solving skills.•Highest level of professionalism and confidentiality.•High professional standards, good judgment and a positive attitude.•Handle all information with utmost confidentiality and discretion.•Interact and lead through all levels of the organization.

 Analyze industry driving forces, market trends, competitive trends, and customer feedback to identify priority themes and business needs for that industry. Understand industry-specific business problems/needs and translate these into key solution requirements. Identify the buying cycle & personas within the target industry and provide direction effective targeting methods. Analyze industry competitive landscape to identify strengths and weaknesses; recommend priority solution actions/deployment possibilities. Collaborate with marketing, sales and R&D in the development of innovative solutions and successful deployment to the industry Champion and lead creation of industry specific sales and marketing collateral Build the Magnadrive brand and expertise in the industry by engaging/facilitating industry- leading events, including: industry association participation & meeting presentations, press releases, trade articles, tradeshow presentations/booth support, Voice of the Customer, etc... Act as internal industry expert within the company – develop & execute training & tools for sales, customer service & tech support. Proven ability to lead, motivate, influence & communicate with a diverse range of people at all levels and functions of the organization  Strong analytical, communication and interpersonal skills  Excellent execution skills; ability to drive successful implementation and results Self-motivated, high learning velocity, good decision making & conflict resolutions abilities Financial responsibility for industry KPI (forecasting & execution)

Customer Service Manager/VBSS Lean Black BeltI was brought on to develop and foster a highly productive team with recruiting, training, developing and managing personnel in 5 branch offices in accordance with company policies and procedure. To deliver increased sales order accuracy, processing and monitoring order data entry and delivery timelines; maintained compliance with sales, marketing and Sarbanes Oxley guidelines.• Supervise, train, motivate and evaluate experienced Customer Service and Inside Sales teams.• I apply my problem solving skills to exact change in old, cumbersome and redundant processes.• I have maximized reduced resources to achieve maximum Customer Service with increased productivity.• Consistently meet s and exceeds deadlines and goals.• Implemented and coordinated both strategic and tactical plans to enhance performance of both customer service and inside sales.• Adept and experienced in problem-solving and providing solutions• Excellent qualifications in leadership and interpersonal communications.• Support 5 direct sales branch offices and 10 states of indirect sales.

Rundle-Spence Co. is a 140 year old, family owned Milwaukee tradition, serving the surrounding communities with plumbing, heating and industrial supplies.; I was hired to bring the new millennium statement "Better Service Means Better Value" to life. I was asked by the Spence family to give meaning to the statement they created and believe in and were unable to impart on their well-seasoned Customer Service/Inside sales employees.Designed and applied Bench Marks for all Customer Service/Inside sales teams.Created an incentive program to help move the good and great performers to a new level. I truly believe that when challenged, the cream will rise to the top.Replaced old telephone equipment with an up to date NEC system that allows us to manage customer calls effectively, as well as understand the customer's patterns and needs.Cross trained each team to be able to handle the other team’s workloads as needed. Emphasizing the importance of one team with a common goal. Sell More and satisfy your customers!

Directs the entire operations of the organization's contact center. Implements and reviews policies and operating structure of the Contact Center. Sets standards and guidelines for interaction with contacts. Monitors the calls to ensure that the expectations of the customers are met. Relies on extensive experience and judgment to plan and accomplish goals. Leads and directs the work of Managers, Supervisors and Leads. Always manage and exceed expectations.•Provide strategic vision and planning.•Manage and direct all aspects of contact center operations.•Implement and review policies and procedures.•Develop and monitor quotas for service volume and timelines.•Envision and communicate the big picture while remaining conscious of the day-to-day concerns.•Develop and manage operating budget.•Develop and execute short and long term performance goals.•The ability to provide strategic leadership while managing the organizational direction day-to-day.•Skilled at building rapport, business analysis, and coordinating support.•Strong organizational, project and time management skills, able to address multiple projects/requests and meet tight deadlines with ownership and accountability.•Ability to shift priorities quickly and remain calm and focused under pressure.• Quick, analytical decision-making abilities.• Natural instinct for business and management.•I am a person of integrity.•Strong analytic and problem solving skills.•Highest level of professionalism and confidentiality.•High professional standards, good judgment and a positive attitude.•Handle all information with utmost confidentiality and discretion.• Interact and lead through all levels of the organization.

I was hired to supply management leadership and support the current call center management. When 1 arrived, the call center was perceived as an unprofitable but necessary service, but under my leadership with an emphasis on training and personal development, it is now a value-added and highly profitable unit of the Product Development Corporation.From June of 1997 to fiscal year 2000, my team brought the business from a loss to an $800K annual profit, making us the #1 call center for the entire company. This was achieved by:Implementing and supporting the creation of a pay for performance program which increased the average ACD IN time by 77%, CSR pay by 68%, and turnover related to performance was reduced 75%.Designing and applying a measurement program to use current ACD data as a motivational tool for CSR's. Daily call statistics were posted on individual and center progress.Reducing the time calls were answered from 67 seconds to 17 seconds and abandonment rate from 8% to 2%, far exceeding the clients' expectations of 30-second answer times and 3% abandonment rate.Creating a training program to emphasize sales as well as basic help desk functionality. By training CSR's on selling techniques, in six months, sales increased $100K over the same period the previous year.Educating myself on specific call center competencies by attending workshops and seminars on Customer Service, Telephone Sales, Training, Coaching, CRM and Telephony.Reviewing and managing the call centers $2 million operating budget.Effectively managing a diverse workforce and emphasizing promotions from within the current staff.

Responsibilities include ensuring the complete satisfaction of three of PDCs' largest revenue producing clients Ameritech, Sprint and Qwest, creating and managing an annual $400K departmental budget, and facilitating and implementing continuous improvement programs tailored to client needs. As the client relationship manager I interface with the client and operations to process flow all operations and analyze productivity to discover disconnects or areas for continual improvement and financial gain for both companies.In the 2001 fiscal year, my team was responsible for a net increase in corporate income of over $7 million as a result of executing or improving productivity 11 separate contracts. This was achieved by:Teaming with Call Center, Initial Delivery and Fulfillment Services operations to run continuous improvement programs that resulted in cost reduction.Identifying and renegotiating unprofitable contracts with several clients. Working through the unprofitable contracts also allowed for increase client satisfaction through understanding of operations and process while underscoring the value-added nature of our service.Implementing weekly conference calls between operations and clients as well as monthly client visits to provide an environment of open communication to understand each other's needs both currently and in the future. More frequent contact yielded additional contracts.Restructuring the budget to focus dollars away from travel and entertainment and investing in presentation materials and technology upgrade.

Karp's was the world's largest private manufacturer of bakery raw ingredients and ready-mix ingredients. To compete with national, publicly-held corporations, Karp's distinguished itself by providing customers with services that met or exceeded their needs and expectations, and with products that were perceived to be measurably superior to those of its competitors. Supervising the ongoing, constant customer relations with the largest and most at-risk customers was my personal responsibility.; I was recruited by the president of the company to create a customer service group and then energize, empower and exact results from those employees. I achieved and exceeded his expectations through:Building a customer service group from a group of motivated administrative associates. I trained them on the basics and nuances of customer service: telephone skills, inquiry research, probative questions to identify customer needs, and a focus on continuously improving their performance to always satisfy the customer.Establishing a measurement system to track customer service successes and areas of improvement.Developing training programs and tools as a result of the newly implemented measurement system. Training included: creation of binders with most frequently asked questions and the answers, providing in-depth product literature and advanced customer service training on increasing sales through customer service.Encouraging follow-through on training techniques, by offering sales incentives to CSRs. Suggestive selling led to a 5% increase in sales.Tracking and analyzing sales data to create value-added sales reports for sales managers and sales representatives. These reports aide, in determining ongoing needs of the customer, gave insight to the sales force and indicated areas for customer service focus.