Customer Service Manager

BETTE L. WHITE

** ******'s Way

Lynn, MA *****

Phone: 781-***-****

Cell: 781-***-****

*******@***.***

SUMMARY

Customer Service, Billing, Credit & Collections professional with

experience in a fast-paced environment. Dynamic individual with

demonstrated skills in leadership, organization, planning and project

management. Proficient in Microsoft Word, Excel and PowerPoint.

PROFESSIONAL EMPLOYMENT

KENERSON ASSOCIATES, Topsfield, MA

Customer Service Representative/Inside Account Executive/Sales Support

2005-2009

Acted as the liaison between major manufacturers and distributors by doing

the following:

. Fielded phone calls from manufacturer, distributors and sales

. Processed and tracked multi-thousand dollar orders - from order date

to the delivery - by verifying prices and obtaining carrier and

tracking information.

. Updated manufacturer pricing on both the order and sales databases -

GenWeb & SharePoint

. Notified each distributor of price changes and sent revised price

pages when needed

. Obtained negotiated contract pricing when requested and submitted

through contract database to manufacturer

. Reconciled invoices to the order database to ensure accurate & timely

commissions paid to sales.

. Processed sample & literature requests from distributor and sales.

. Created and updated Outlook contact list for all distributors

VERIZON, Middleton, MA

Billing Methods and Procedures Manager

2001-2003

Developed and implemented methods, procedures & policies (m&ps) for

Billing, Credit & Collections (BC&C) across Verizon nationwide while

ensuring 98% smooth interaction with Sales, Production, Customer Service

(CSD), Marketing and Systems.

. Created m&ps for a new Customer Information and Billing system.

Collaborated with the Training department to ensure accurate on-time

training for 100 employees, assisted in 13 training sessions and provided

on-the-job support.

. Designed, developed and distributed a "Billing Alert" form to communicate

urgent billing system issues to all 200 users in the Northeast Customer

Service and BC&C. This resulted in a time saving of 15% staff time.

. Led a team of 4 billing managers to design a disaster recovery plan for

the Northeast and Mid Atlantic Billing departments.

Customer Service Methods and Procedures Manager

1996-2001

Managed, developed and implemented all new/enhanced products, proposals,

methods, procedures and projects for Customer Service nationwide while

collaborating with Sales, Production, Credit & Collections, Billing,

Distribution, Marketing and Systems.

. Participated in 2 cross-functional re-engineering teams during the merger

of NYNEX and Bell Atlantic. Teams were formed to integrate and

standardize CSD processes used by each company.

. Determined the impact of a new billing system conversion on Customer

Relations and the method of communicating the plan to over 1K internal

and 500K external customers within the Northeast & Mid Atlantic.

. Led and designed a "Customer Service Courtesy Call" program for the

Northeast and Mid Atlantic areas to improve the Advertiser Satisfaction

Index (ASI). Designed a survey to track customer satisfaction that was

used by the Vice Presidents of Marketing and Distribution to determine if

the courtesy calls had a positive impact on the ASI. Program exceeded

all objectives by 11% and was completed on-time and under budget by $42K.

Bette White - Page 2

Special Accounts Manager 1995-

1996

Managed 8 Northeast customer service claim representatives and

reviewed/approved claims, handled escalated customer calls,

coached/developed direct reports and administered attendance/appraisal

reviews.

. Chaired a team of 10 union and management leaders to develop a new union

appraisal process. This involved collaboration with the union leaders

to ensure acceptance and compliance.

Staff Support Manager 1994-

1995

Managed and coordinated the implementation of all new/enhanced products

proposals, and projects.

. Provided support for 6 CSD managers and over 100 Northeast CSD

representatives by researching/analyzing operational issues and pro-

actively developing new efficiency procedures.

. Worked with sales, production, credit & collections, distribution,

marketing and systems to determine if/how process changes would impact

CSD.

CSD Call Center and Processing Manager

1991-1994

Managed, coached and developed Northeast CSD representatives. Determined

staff requirements and maintained forecasting reports. Managed calls in

queue, encouraged, monitored, and recorded employee productivity.

. Maintained a 3.4 % queue (only 3.4 % customer calls went into queue),

average queue duration less than 16 seconds, and 94% of customer claims

were resolved on the initial call. These results exceeded department

objectives.

. Trained 50 call center CSD representatives in the Northeast on call

monitoring and the operation of the Automated Call Distributor. This

resulted in the representatives having an increased awareness of the

importance of always maintaining phone coverage and a 50% time savings

for the call center supervisors, who now had more time for coaching and

developing their direct reports.

Training Supervisor/Instructor

1987-1991

Developed, revised, and updated customer service training modules. Planned,

organized, and analyzed training packages used to train over 200 CSD

representatives in the Northeast.

. Created, developed and implemented a "Rookie Unit" environment to provide

on-the-job training assistance using real-time calls and claims

supervised and coached by the CSD instructor. This resulted in a

smoother transition for 200 CSD trainees in the Northeast and is still

being used today.

. Trained 50+ managers from various departments who were transferred to

cover in CSD during the 1989 work stoppage. Provided continuous classroom

and on-the-job training for 4 months.

EDUCATION

Associates Degree -Business Administration

North Shore Community College - Beverly Massachusetts

SPECIAL RECOGNITIONS AND AFFILIATIONS

. Recipient of the NYNEX Chairman's "Award for Quality/Excellence" for the

reduction of adjusted revenue by over $1M dollars and a reduction of

customer claims by 25%.

. Recipient of the NYNEX Vice President's "Award for Quality" for the

implementation of a billing process change that recovered 20% of lost

revenue.

. Recipient of the Bell Atlantic Vice President's "Team Award for Quality"

for developing yellow page process changes that were necessary with the

implementation of the 617/508 area code split.

. Recipient of the Verizon Customer Care & Quality "Award of Distinction

for Innovation" for establishing a Communication Team designed to

communicate system troubles/resolutions across Verizon nationwide.

. Telephone Pioneers of America (Member & Volunteer)

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