Rowena G. Email & Phone Number

Chicago, Il, Us

Chicago, Il, Us

• Support operations of 80+ instructor staff, tracking cross-training capability matrixes, and attrition• Generated weekly, monthly, and ad-hoc reporting in Business Objects and Qlik Sense to track technical training metrics including MTR, Days to Wait, launch training completions, cross-training capabilities, and others. • Created new process for fleet vehicle license plates; decreased cost by 44% for the first year • Generated and distributed monthly Technical Training Metrics Reports (MTR, Tech Training Dealer Requirements, Customer first, MOPAR Scorecard, Executive summaries)• Analyzed data to provide executive summaries.• Calculated and distribute internal goal tracking for all roles within Technical Training organization.• Responsible for the creation and delivery of targeted dealer communications (DCMail)• Ordered and maintained Technical Training fleet vehicles; track vehicle build and shipment status; communicate vehicle damage and support getting claims processed

Bolingbrook, Il

A leading global mobility player guided by a clear mission: to provide freedom of movement for all through distinctive, appealing, affordable and sustainable mobility solutions. Our Company’s strength lies in the breadth of our iconic brand portfolio, the diversity and passion of our 300,000 people, and our deep roots in the communities in which we operate.• Performed and responded to dealership personnel regarding enrollments & cancellation requests• Assisted dealer personnel with Learning Management System navigation pertaining to training/certification records• Requested vendor code creation for new vendors, offered and converted new vendor to EFT payments• Converted 32% of the existing 34 vendors to electronic funds transfer saving a potential cost to Stellantis of $27.80 per check not including the resources and time to investigate non-payment • Investigated vendor overpayments payment issues for resolution - an accumulated credit of $1643.99 for over 9 months and an accumulated credit of $1274.71 for over seven months• Updated finance logs to make sure payment was processed, document check number and ascertain if there is an issue if payments have not been processed. • Created, reschedule/cancel course offerings course offerings in Learning Management System (LMS)• Revised and updated excel database Denver & Midwest Region Vehicle Tracker – added queries and formulas to auto populate five training center worksheets when data is added to the master data worksheet • Processed orders and created monitoring system spreadsheets for Office Depot, and parts for the assigned training centers for overall expenditures drilling down to each training center – monitor actual spend verses allotted budget • Contacted, verified, updated, and revised the format for the hotel listings pertaining to the five training centers hotel listing for current pricing

Schaumburg, Il

Inside Client Specialist at Global NTT. We are NTT. A Global Technology and Business Solutions Provider. As the world changes, we face new challenges everyday. NTT provides technology and business solutions to help people and organizations solve their most significant challenges and take advantage of their biggest opportunities today and into the future. We are dedicated to always listen and continually innovate for the benefit of people, organizations and society.• Delivered timely and high quality oral and written communications with clients, vendors, distributors, Sales and Sales Managers, as it relates to all quotations and orders• Day-to-day support of multiple clients - received and processed all purchase orders for product with attached services • Point of contact for clients, Sales account teams and partners for technology and attached services opportunities• Responded to and completed incoming quote requests for products and attached services from assigned clients and Sales • Initiated creation of new client profiles • Vendor deal registrations• Verified and ensured accuracy of all client PO’s against sales quotes and DDAM financial requirements• Placed and managed expedite orders, when requested, based on product availability and shipping requirements• Maintained all sales quote and order Service Level Agreements (SLAs), as set by department• Vendor onboarding

Oak Brook Illinois

Consumer Relations Manager – Rana Meal Solutions. Giovanni Rana pasta is another way to say "home", it’s about sharing and opening our hearts to others, while staying true to ourselves. This is why if you look into our pasta, you'll find the essence of what we are, how we work and what we believe in. Being genuine is showing everyone what we’re made of and it makes us feel happy. You can try it too. • Streamlined product orders for retail and Marketing events; communicated lead times; expedite orders as required• Cleansed Salesforce data for duplicate and inaccurate consumer information to improve the consumer loyalty database• Generated weekly, monthly and ad-hoc reporting using Salesforce for consumer contact analytics for upper management• Improved service levels by creating customer service standard operating procedural initiatives for handling customer issues or grievances to create a positive customer experience in a call center environment• Executed order requests using JDE and EDI for local and international shipping; completed customs documents, commercial invoices and packaging slips• Answered consumers calls, letters and emails regarding comments, escalated issues and in a call center environment• Proactively built and maintained in-depth relationships with clients and brokers, Clubs (Sam’s Club, Costco), Publix Supermarket, LaGrou Distribution, marketing (H-Art, Zeno Group, and We are Social) and Kwikee Product Image • Managed process with Gallagher on consumer product complaint issues • Decreased FedEx expenditures by 20% by changing processes and delivery methods and improving logistics • Collaborated with Marketing department on marketing projects, new product launches, and loyalty program logistics • Hired, coached, trained, evaluated new employee and provided performance feedback

Lombard, Il

District Source Relationship Manager - Data Acquistion at Construction Market Data. Construction Market Data LLC had in-depth knowledge of the construction market throughout the US and Canada, backed by highly respected economists and state of the art technology, puts market insights, strategic analysis and accurate forecasting at anyones fingertips. This knowledge and expertise, integrated with a vast database of project leads, make CMD a game changer, unlocking otherwise unseen potential for the construction business• Managed the operations for the northwest territory responsible for attaining preconstruction market data information to meet and exceed established KPI goals while maintaining high quality standards• Collaborated with regional management, case management, quality team, sales team and the training team to resolve any issues and discuss any trends that effected client / customers and to ensure their needs are met• Hired, coached, trained, evaluated, administered disciplinary actions and termination in an outbound call center environment with 25 onsite and remote employees; communicated performance expectations and productivity • Increased project quality and value rate KPI by 44% and increased Total Performance Score by 10% by conducting audits on teams work projects• Created improvement initiatives that decreased customer response rate from 18 hours to less than 10 hours on all open aged customer issues in Salesforce • Improved employee performance by creating initiatives for formal monitoring checklist used during individual performance reviews, conducted call monitoring and prepared written performance summaries • Built productive source/partner relationships with difficult sources from the construction Industry

Oak Brook

Customer Service Manager at Chiro One Wellness Centers LLC. Chiro One Wellness Centers, the fastest growing chiropractic physician group in the country, is also one of the nation’s fastest growing companies, as measured by Inc. Magazine. For the third year in a row, Chiro One has earned a position on the Inc. 5000• Handled all internal and external patient interactions and escalated issued, provided feedback to c-level • Eliminated inconsistencies in service by implementing strategic initiatives that deliver best in class customer service • Changed refund process and decreased refunds by over $50,000 by leading cross-functional teams to develop and implement prorated refunds • Maximized process and procedural improvements that track key performance indicators and other ad-hoc analysis on customer issues then reported to C level • Streamlined process to handle written requests, credit card payment disputes, Better Business Bureau disputes, Flexible Spending Account disputes by creating operations standard for handling customer grievances • Implemented process to respond to social media comments to increase a positive company image and brand in the market and used actual customer information to further refine customer experience standards• Enhanced customer satisfaction by developing customer satisfaction surveys

Service Educations Operations Manager at Navistar, Inc. Navistar International Corp. is a holding company whose individual units provide integrated and best-in-class transportation solutions. Based in Warrenville, Ill., the company produces International® brand commercial trucks, mid-range diesel engines and IC brand school buses, and Workhorse brand chassis for motor homes and step vans. It is a private-label designer and manufacturer of diesel engines for the pickup truck, van and SUV markets. The company also provides truck and diesel engine parts and service. A wholly owned subsidiary offers financing services. Navistar's customer facing solutions now reside under one brand called OnCommand™. • Hired, coached, trained, evaluated, managed, provided performance feedback and terminated customer service call center team; communicated performance expectations, productivity and accountability.• Point of contact for dealer training, sales, field personnel and all internal customers for escalated issues and resolution• Developed and established standard operating procedures to handle customer issues • Monitored team performance against benchmarked key performance indicators (KPI) and conducted quality checks • Generated monthly metrics reporting, analysis of results for trending; ad-hoc analysis on dealer technician activity• Authored and published new or updated communications on program changes, course release and educational announcements to dealer network for field personnel, sales and all levels of staff • Business project manager and point of contact for pre and post launch of the Learning Management System• Collaborated with IT, KMSI software vendor, field personnel, sales and other cross functional teams to monitor and log issues in the user acceptance testing then followed up with development regarding online courses• Conducted and supported client dealer onboarding for the KMSI learning management system

Schaumburg, Il

Responsible for using change management for new collections processes and procedures, worked with key stakeholders to develop mitigation strategies to increase efficiencies and decrease delinquencies. • Hired, developed, mentored, trained, evaluated, provided performance feedback and terminated collections call center team; communicated performance expectations, productivity and accountability• Streamlined process improves in the collection activity by moving to from a region based to tiered collection process• Reduced delinquencies and increased productivities by implementing new computer-based collections system and E-commerce pay by phone; created benchmark KPI for new collections systems; performed troubleshooting for the new collection system• Produced over $153k in revenue in the first year by the execution of the E-commerce pay by phone option• Decreased inconsistencies by creating phone scripts that standardized initial contact in an inbound/outbound call center• Achieved 68.4% improvement in collections key performance indicators (KPI) that measured past due, first contact, and department retention and cut 30-day delinquencies from 3.76% to 1.19% in a three billion-dollar portfolio • Generated weekly, monthly and ad-hoc reporting for customer collections analytics • Reviewed financial data and monitored payments and for timely and accurate cash application• Handled late stage accounts, diffused escalated calls; reviewed credit, managed department budget forecast planning

Schaumburg

In charge of the customer service call center. Designed, developed and implemented on board training for new hires. Designed and developed call tracking methods to measure call quality. Created process improvements by redesigning workflow to increase customer satisfaction.• Cut inconsistencies and established higher call center standards by initiating phone scripts• Redesigned employee performance scorecards to align with key performance indicators• Achieved 25% improvement in customer service satisfaction key performance indicators (KPI) to measure payoffs given, average talk time, percentage of abandoned calls, and the average speed answered • Decreased customer call hold times, abandon rate by developing call tracking method to monitor and measure call quality by using IVR and tracking incidences in Magic Solutions call tracking program• Hired, developed, trained, evaluated, provided performance feedback and instructed customer service call center team for dealers, customers, field personnel and all internal customers; integrated strong mentoring / coaching elements into new and existing employee training; provided individual development & needs assessments, timely feedback, monthly performance review performance improvement plans and termination if necessary • Conducted call monitoring

Lean Six Sigma Green Belt Trained

Bachelors Of Science, Psychology

Masters Of Arts, Training And Development

o Certificate in Instructional Design, E-Learning, Online Teaching and Performance Consulting