Customer Service Sales

CAROL MCGOVERN

*** ****** **** ****: 612-***-****

Apple Valley, MN 55124 Email: *****@************.***

PROFILE

Optimistic team leader with strong organization skills; noted for being

driven and action oriented. Demonstrated skills in influencing and

collaborating with people at all levels within an organization. Successful

at managing new challenges and building processes that foster a productive

and motivating work environment. Roles of expertise include:

Field Operations & Development Customer / Client Service Management

Account Management and Call Center Management & Systems

Communications Development

Staff Training & Development Financial Reporting & General

Accounting

PROFESSIONAL EXPERIENCE

Manager of National Account Services 1998-Present

Primo Refill (formerly Culligan Store Solutions) Eagan, MN

Coordinate service provider activities, manage customer expectations, and

direct sales support. Lead initiatives to strengthen franchisee

relationships and build customer loyalty. Integrate Franchise dealer

network with our current system of service providers by developing a full

training package. Advocate for our Customer Service team as a viable

communication hub for the organization's National Accounts, which

strengthened business value proposition.

. Managed national accounts; communicated service requirements and SLA

changes (500+ service providers).

. Represented CSS at Restaurant Facility Manager's Association event;

cultivated relationship with the RFMA by utilizing advertising

opportunities within online publications.

. Subject Matter Expert on product lines for Restaurant & Whole Store

divisions; answering technical and equipment related questions.

. Designed and delivered promotion program that encouraged service

providers to educate consumers on how our products work; generated

educated leads and increased sales; created a 'how-to' video and

instructions.

. Forecasted financials such as franchisee dealer marketing programs and

national account services department budgets.

. Evaluated national account practices and restructured processes to

streamline information gathered, compiled and reported.

. Represented CSS at operational meetings on-site and offsite; recruit

and sign service providers.

. Conceptualized and created 'Owner's Manual' marketing pamphlet for

customers which increased customer product knowledge and service

expectations.

. Worked with franchisee Dealer Advisory Council to fine-tune the

National Accounts Program Guide.

. Represented Culligan at business reviews with top customers, Darden,

Target, Brinker and Buffalo Wild Wings.

. Created 'Communication Hub' team to address: smaller categorized

customer business reviews, managing promotions, installation surveys,

franchisee business reviews in addition to regular service calls

resulting in a high level of service for all.

. Coached call center team, instilling confidence and behaviors to

promote completion of services, provide encouragement and congratulate

them on their successes. Utilized SMART plans to motivate our team

toward success. Published Key Performance Expectations (KPE's) to

inform corporate and field teams of our progress.

. Moved customer service paper processes to electronic system addressing

service calls, reporting, reach-out tasks, and automated quote

generation.

. Assessed current and future phone and software needs resulting in

requirements gathering and RFP documents for new systems to support

the organization.

. Authored an escalation path process by asserting resources in

logistics, engineering, sales and management to keep projects in

motion.

CAROL MCGOVERN - PAGE 2

*****@************.*** Cell: 612-***-****

Accounts Receivable Supervisor 1994-1998

Culligan Store Solutions

Incorporated receivables from two acquired businesses; reducing past due

amounts over ninety days old from 17% to 2.5% and Days Sales Outstanding

(DSO) from 45 to 30 days... Streamlined processes by being an active member

of the Software Transition Task Force.

. Performed financial analysis work of customer business review data.

. Collaborated with Accounting Team in monthly meetings to make and

assess business goals.

. Developed, communicated, implemented and insured business performance

with accounts receivable, credit and collections policies and

procedures.

. Developed and prepared financial reports on a recurring basis which

included DSO: plus summary of Customer Aging trends and credits.

. Projected the company's future cash collections which were reported to

managers.

. Managed highly visible and demanding collection accounts effectively

resulting in improved statistics.

. Supervised and coached A/R team into collecting with a 'customer

service' touch.

Accounts Receivable 1993-1994

Culligan Store Solutions

Efficient application of payments and direct contact with customers on

outstanding balances.

. Allocated applications of payments in to the Paradox software program.

. Initiated collection calls to over 350 customers.

. Organized the accounts with contact information and a filing system.

. Arranged mailing of statements and collection letters on a monthly

basis.

. Reported cash received and goals to management.

EDUCATION & TRAINING

Bachelor of Arts: Home Economics in Business, University of Northern Iowa,

Cedar Falls IA

Project Management Training 2010

Optimizing Email at Work 2008

Effective Telephone Techniques 2006

Advancing Your Service Expertise 2004

Microsoft Access 2, Access 3, Access VBA, Microsoft Word 2, Word 3:

Compumaster, 2001

Microsoft Access 1:Compumaster, 2000

The Counselor Salesperson Workshop:1999

TECHNOLOGY

Microsoft Office Suite including Access, Fourthshift, Avaya IP Office,

Avaya CCC Reporter, Ariba Supplier Network

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