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Director Resume

SUMMARY

  • Experienced customer service director with demonstrated success in building, growing, developing, and engaging high performing teams.
  • Passionate customer champion who advocates for customer focused decision making across the organization while fostering relationships with cross - functional partners. Utilizes strategic thinking in goal-setting to drive operational effectiveness and team development while promoting and delivering service excellence; comfortable challenging the status quo.
  • Leverages keen ability to adjust strategic perspective in response to changing customer needs and business conditions to consistently and significantly improve performance, productivity, and customer satisfaction.

TECHNICAL SKILLS

  • MS Office
  • Google Apps
  • Salesforce
  • IBM Cognos
  • Forms
  • Notes and Connection
  • SAP
  • QuoteWerks
  • TeleMagic CRM
  • Jira

PROFESSIONAL EXPERIENCE

Confidential

Director

Responsibilities:

  • Evaluated, revised and implemented enhanced customer support model delivering a more personalized level of service to customers while providing career development and advancement opportunities for team members.
  • Expanded support team by 100% in 16 months hiring ahead of curve.
  • Championed successful migration of CRM system to Salesforce Service Cloud in 7 months.
  • Directed project for delivering an improved self-service experience including customer portal and knowledge base redesign.
  • Grew, coached, and motivated customer support team while establishing and promoting a culture of engagement, accountability, ownership, and commitment.
  • Developed and successfully executed transition plan for support team of acquired organization.
  • Assessed team skills and developed formal training and mentoring programs to address knowledge gaps and improve on-boarding of new hires reducing ramp time by 6 months.
  • Continuously evaluated the effectiveness of the customer support operation; assessed, refined, and relaunched procedures, processes, and systems to ensure value, customers’ needs were being met and ease of engagement was considered.
  • Determined, measured and communicated key metrics and customer feedback across the organization providing insight into product management, marketing, and product delivery.

Confidential

Manager

Responsibilities:

  • Fostered relationships with sales, marketing, operations, quality, and appeals & grievances to ensure servicing goals were aligned with corporate goals; developed work plan and established quarterly review meetings.
  • Actively participated in the design and rollout of new Integrated Voice Recognition (IVR) system (Avaya).
  • Assisted in developing contact center technology roadmap and setting priorities.
  • Partnered with IS to develop IBM Forms solution to capture and report on Voice of the Customer (VOC) data.
  • Assisted IS in building business case for big data initiative.
  • Promoted and performed root cause analysis to develop cross-functional improvement servicing plans; executed improvements including service model redesign, enhanced website features, and provider experience recommendation.
  • Initiated and developed tool to assess new programs ensuring value, agility, adaptability, and scalability.
  • Accountable for the successful end-to-end project management and execution of member experience programs, including VOC and Peer Feedback.
  • Established team metrics to track, trend, and report on work being done; communicated in monthly operations and quarterly senior management reports.
  • Identified, evaluated, and recommended/implemented new member-facing programs by aggregating and trending data gathered across the organization, i.e. Concierge and Simple Switch.
  • Assessed and revitalized established programs resulting in an improved member experience evidenced by a reduction of calls into the call center and improved customer satisfaction survey results.
  • Restructured department to improve efficiencies; created new positions and realigned roles and responsibilities improving morale and engagement, while providing opportunities for professional growth and development.

Confidential

Director

Responsibilities:

  • Identified critical operating metrics and implemented formal reporting system to measure and track progress on on-going basis.
  • Championed regularly scheduled, agenda-driven management meetings to improve communications and accountability across functional areas.
  • Improved customer satisfaction while ensuring business impact was considered.
  • Decreased annual operating budget by 20% while maintaining high service levels.
  • Improved service levels by 15% and slashed airfreight costs by 78% within 12 months.
  • Reduced physical inventory value by 19% while maintaining 98% fill rates.
  • Facilitated implementation of new computer system, SAP, throughout several departments.
  • Developed and administered satisfaction surveys measuring sales and customer support activities.
  • Managed vendor relationships holding them accountable for service agreements.
  • Supervised the consolidation of warehouse, distribution, and purchasing activities into Wisconsin facility.

Confidential

Manager - Inside Sales

Responsibilities:

  • Developed and implemented three-phase plan redesigning customer support and sales administration departments with return of higher service levels while improving employee accountability and providing opportunities for advancement.
  • Created formal job descriptions clearly identifying roles and responsibilities, improving employee morale.
  • Trained and coached staff in team-building and in delivering excellent customer service.
  • Conducted operations analysis resulting in increasing organization efficiency by developing and implementing new customer-friendly policies and procedures, reducing redundancies and ensuring timely responses.
  • Designed method to track and provide feedback on customer complaints.
  • Investigated and resolved long-standing or complex customer problems.

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