Customer Service Manager

Anita L. Doss

Austin, TX *****

Home: 512-***-****

Key Skills and Competencies

Customer/Sales Support Management Professional Development

Judgment/Decision Making

Dealing with Ambiguity Project Management Business

Development

Team Building Process Development Goal Setting

Professional Highlights

. Green Belt Certification

. Yellow Belt Certification

. Skilled at handling complex problems with professionalism and

sensitivity

. Excellent customer service experience in computer industry

Exceptional communication and interpersonal skills with individual and

groups

. Strong management, leadership and decision making abilities

Professional Experience

Project Manager, Customer Care- Dell Home Sales

May 2003 - July 2006

Responsible for managing Customer Care Projects impacting Customer Care,

Customer Experience, Return Rates, and overall Performance Metrics and

Departmental Metrics. Lead for implementing Dell Solutions Center into the

Care organization. Managed DSN team during the development and execution

of project. Lead for Business Controls, BCRP, and BPI Mentor. Acted as

Back up for Training PM, Technology PM, and Communications PM.

Global programs implemented and major contributions include

. DSN-Dell Solutions Network

. Call Trees - documented Care processes for reps to follow while on the

phone with a customer

. Project Lead for First Call Resolution Awareness & Accountability

. Managing and maintaining compliance to audit requirements (Control

Self Assessments)

. Developed a repeatable and sustainable project management process

Process Excursions

. Lead the effort to define and implement changes to DellServ reducing

reason codes by ~7,500

. Green Belt Certified in 2003

Marketing Program Manager, Customer Advocacy Group - Dell Home Sales

May 2001 - May 2003

Responsible for managing Marketing Programs. Act as the liaison between

Marketing and CAG. Lead for implementing successful initiatives into the

CAG organization. Lead for Concession Management, Revenue Generation,

Quality, Partnership Marketing and Training.

. Improved DHS Concession Management by reducing concessions by 24% per

call, saving $1.5 million Dollars in first year

. Led creation of strategic plan for Revenue Generation effort that led

to $3.4 million dollars in increased revenue for the Dell Consumer

Division.

. Improved customer interaction processes that improved quality audit

and customer feedback scores

Senior E-Care Manager, Customer Advocacy Group - Dell Home Sales

August 2000 - May 2001

Provided day-to-day management of E-Care Representatives. Provided

leadership, development and support to enable representatives to meet and

exceed department performance metrics. Oversaw the development and

promotion of team members. Lead in various cross-functional projects:

DellCustomerCare, Dell Talk, Select Response, and project Missouri.

Developed Process for reducing calls/e-mails through tracking reasons for e-

mail and creating process improvements off of results. Reduced E-mail

volume per box sold by incorporating self serve improvements on the Dell

Web Site and other process improvements. Resulted in $1.1 Million in

annual cost avoidance savings.

Call Center Manager, Customer Advocacy Group - Dell Home Sales

June 1999 - August 2000

Provided day-to-day management of Customer Service Representatives.

Provided guidance to employees according to established performance

metrics. Oversaw the development and promotion of team members.

Represented Customer Service Department in various cross-functional

meetings. Assisted with hiring and recruitment of Customer Service

Representatives and Managers. Interacted with Sales, Customer Service and

Finance to revise or implement operational policies to enhance department

performance. Resolved customer satisfaction and return issues using

persuasion, negotiation, and facilitation skills. Analyzed Organizational

Service Levels and abandonment rate against department goals.

TeamLead/Project Supervisor, Customer Care- Dell Home Sales

January 1998 - June 1999

Provided day-to-day Leadership of Customer Service Representatives.

Provided guidance to employees on policy and process questions. Coached on

achieving and exceeding performance metrics. In addition, lead for Call

Center Operation Projects.

Professional Education

Trained in Quality Service Skills, Call Center Management, Lawful

Termination, How to Supervise Hassle Free Meetings, Positive Employee

Relations, Employee Progressive Discipline, Legal Issues in Hiring,

Producing Champions, Moving the Organization Forward, CEM-Cisco Email

Manager, Business Process Improvement for Green Belts, Excel, Word,

PowerPoint, BRIO, Publisher, MS Project, Visio

Academic Education

Texas State University, San Marcos, TX

Major: Business Administration

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