Customer Service Sales

Karen Hansen

**** **** ****** *****, ****** Cucamonga, CA 91737

Email: ********@***.*** Phone: 909-***-**** home, 909-***-**** cell

Customer Service /Call Center / After Market Sales Technical

Service / Quality Assurance / Warrantees Domestic/International

Relations

An accomplished Executive with expertise in strategic business planning; process

analysis, improvement and management; developing motivated and highly

productive teams. Strengths include communication, problem resolution and

decision –making. A results oriented leader who takes an entrepreneurial

approach to leadership, staff development and corporate growth initiatives.

• S trategic leader, building a culture of striving to do better, not settling for

mediocrity

• Established an environment of respect and pride in job to achieve highest

quality results

• E valuates profit sources to reduce cost and increase revenue.

Key Contributions

• Developed a “5-Point Customer Service Experience” that set the company

apart from the competition and significantly contributed to growth from $36

m illion to $200 million in 8 years.

• C reated standardized account collections policy resulting in decrease of over

60 aged collections 37%

• B uil t a warranty service team of 6 to 56 with less than 5% tu rnover over 10

years.

• I ncreased after –market sales by 42% 2006/07 with development of new

p roduct line and marketing strategy and introduced “rewards” Incentive

p rogram.

Jacuzzi International / Sundance Spas, Chino, California 10/1987

– 7/2007

Professional Experience

• Achieved Company’s operational goals, including cost reduction, quality control

and product improvement.

• M anaged all finished product and part returns. I ncluding, returned

i nspections and evaluations, processing reimbursement claims and payment

p rocessing. H andled all customer concerns regarding returns as well as

vendor returns and vendor credits.

• M anaged technical wri ting department. Development of the company

warranty policies and guidelines, manuals, technical t raining manuals,

accessory parts sales catalogs and all core product owners’ manuals.

• M anaged the technical call center of 15 employees. A udited service claims to

determine part failure rate. Worked with engineering to increase product

reliability and lower claims rate.

• Developed customer service standards and philosophy company wide. O rder

entry and customer service call centers of 23. Average 7-9 thousand calls per

month. H andled all aspects with direct customer and client contact

regarding product questions, concerns. Customer service department worked

as liaison between “dealer” and “end user” in disputes for quick resolution.

• Designed a field t raining and certification program for a dealer base of over

1,000, which improved the professionalism and quality of the service

technicians. Scheduled eight national events per year, which included field

t raining to cover most effective geological area, also provided t raining at

t rade events and shows.

• Actively participated on the new product planning team to evaluate design

serviceability and quality of new product lines. Searched for new product

i deas and conducted market analysis for integration into company product

l ine.

• Developed and managed contracts and service guidelines for 1300 third party

service providers. Negotiated reimbursement rates for National and

I n ternational service network.

• T racked component failures, compiled monthly reporting system for the

p urpose of interfacing with engineering staff as well as quality control

monthly meetings. Conducted departmental audits for compliance with ISO

• M anaged After-Market photo shoots, budget and marketing collateral.

Conducted site searches, talent and marketing promotions to increase sales.

• H andled inquires directed to the President’s office relating to product

reliability including direct customer issues. Represented the company in

i nsurance subrogation, small claims suites, legal depositions and lawsuits.

Personally handled all decision making and policy standards regarding

p roduct warranty and customer satisfaction issues.

• Represented company in the community and at business conventions/trade

shows to strengthen public relations and promote brand awareness.

• Developed and promoted staff to entry and mid level management positions.

H i red and t rained personnel within 5 service departments under my control.

• Negotiated and purchased After-Market products based on market research.

• Forecast and managed multi-million dollar budges. A bili ty to stay within

budget and adjust budget upon review of financials in accordance with

market t rends to attain highest profits.

• B udgeted and administered employee events, i.e. Christmas party, picnic, etc.

Chaired the employee event commit tee, authorized expenditures and event

p roposals.

National Service Manager 1998 2000

Administered all warrantee processes and resolved all product issues with

development of the service team. Developed and wrote company warranty and

customer service policy and guidelines. Developed failure reports and end user

product auditing. Hired and trained customer service staff.

Customer service and call center manager 1987 – 1998

Shipping Supervisor 1987

Oversee warehouse, transportation and inventory.

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