Customer Service Project Manager

Debra Maggard

**** ***** *** < Des Moines, IA *0321 < 515-***-**** <

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

Summary

Known as a detail-oriented, hardworking professional who communicates well.

Strong ability to work confidently and efficiently under pressure; proven

record of reliability; excellent organizational and prioritization skills;

confident decision maker with top-quality interpersonal skills.

Work Experience

PAYSCHOOLS.COM, Des Moines, IA Nov 2010-

Present

Marketing Manager / Customer Service Consultant

Marketing responsibilities:

. Conduct online demonstration to prospective clients, follow -up with

needs analysis and close sale.

. Attend trade shows and marketing events.

. Maintain client information and contracts in internal database/billing

system.

. Work with Royalty partners to insure their contracts are adhered to

and quarterly payments are prepared.

. Project management role consist of consulting with staff to clarify

and define project requirements and business case for PaySchools re-

engineering and various other projects.

. Coordinate multiple projects simultaneously and identify priorities

among projects.

Customer Service responsibilities:

. Receive incoming calls from PaySchools users and assist with problem

solving and questions they may have with the system.

. Assist PaySchools parents and schools with questions or issues they

have concerning their account.

. Follow established program procedures (i.e. customer service

standards, documentation requirements, transaction reporting, etc.).

. Implemented and provide leadership for the Customer Satisfaction

Survey process with responsibilities of distribution of data to CFO,

Leadership Director and team members.

. Managing outbound survey via emailing, collecting survey data,

reporting, conduct and manage data for survey process.

. Project a positive, optimistic image to staff, members, board, vendors

and customers.

Accounting responsibilities:

. Create and organize paper and electronic accounting files.

. Research, locate, scan and retrieve accounting related documents.

. Assist with maintenance of customer and vendor records in association

management and accounting

software programs.

. Assist with verification, ensuring the accuracy of various accounting

records.

. Perform accounts payable functions including month-end

reconciliations, billing and reports.

. Maintain proper documentation for program transactions and

participation.

. Enter cash receipts data and verify to bank deposits.

. Assist with processing accounts receivables

. Perform general ledger transaction entry as needed

. Assist with annual audit, budget and other accounting functions.

. Follow established program procedures (i.e. customer service

standards, documentation requirements,

transaction reporting, etc.)

NATIONWIDE INSURANCE, Des Moines, IA Dec 2008-Oct

2010

Personal Lines Customer Service Rep - Call Center

Fully licensed Property and Casualty and Life insurance agent for

Nationwide Insurance working in their call center as a customer service

representative taking incoming calls to assist customers with their home

and auto questions on policy or billing issues.

. Service property/casualty insurance business via direct (inbound)

telephone and/or Internet contact throughout the country.

. Assist field agents throughout the country with any questions or

customer support they

may need.

. Provide counseling regarding insurance needs and product availability.

. State licensed as property/casualty agent.

WELLS FARGO CORE, West Des Moines, Ia 10/2006 to

08/2007

Project Manager

Provide support to Project Managers working in the PMO. Monitoring and

updating project plans, maintaining Sharepoint data, update status

reports. Proficient with Microsoft Product Suite.

. Ensure project plans are correctly loaded into project server

environment and the proper naming convention is used in the submission

of project plans.

. Understand and execute the process of implementing a new team to

Project Server. This included instructing the project manager(s) on

the mechanics of "coding" or "configuring" the project plan template.

. Publish weekly progress reports, including issue/risk/schedule change

requests.

. Administration of MS Project Server software access rights

. Field and Code mappings for project plans and reports

. Addition of new fields to project plans

. Creation of queries that serve as the foundation for report extracts

of plan data

. Design and implementation of the graphical presentation of each report

utilized

. General support of all MIS (Management Information) and EIS (Executive

information system) views placed into production

. Preparation of standard Project Management Office (PMO) reports and

MIS/EIS packages that are produced on a regular basis

WELLS FARGO HOME MORTGAGE, West Des Moines, Ia 11/1992

to 10/2006

Business Systems Consultant 3 (10/01 to 10/06)

Provide leadership for the Mortgage Customer Satisfaction Survey process

with responsibilities managing third party vendor relationship for printing

surveys, outbound survey mailing, scanning of surveys, acquiring data

feeds, reporting and distribution of data to finance and mortgage team

members. Day to day interaction with Wells Fargo business lines that

include Mortgage, Institutional Lending, Consumer Credit and Wells Fargo

Insurance and working with our joint venture partners. Additional

responsibilities include managing the Distribution Retail Business

Continuity Plan.

. Stabilized survey process to insure accurate and timely reporting by

establishing audit processes, identifying hardware deficiencies and

acquiring hardware upgrades which have resulted in accurate and timely

reporting with restoration to program integrity.

. Responsible for the design and implementation of database systems to

manage the survey data collected. Maintain effective and up-to-date

systems enabling the best data management systems for the customer

satisfaction survey process for Wells Fargo Home Mortgage. Vendor

contract review and negotiations on a yearly basis. Interviewing

potential third party vendors throughout the year to make sure the

current vendor was providing the best possible service available.

. Testing and plan development of all new surveys for both paper and e-

surveys.

. Designed survey reporting website with options for user to view survey

scores. User can search by individual identifiers or use the drill

down functionality to view all levels within the organization.

. Design surveys and provide consultation for Wells Fargo business lines

that include Mortgage, Institutional Lending, Consumer Credit and

Wells Fargo Insurance and working with our joint venture partners.

. Migrated survey print process to new vendor that provided higher level

of service for a reduced cost with no disruption to the survey process

- a year long project.

. Designed and implemented user friendly survey image website that

offers enhanced search and print capabilities.

. Assisted in managing the Distribution Retail BCP plan (safety plan in

case of emergency/terror attack) and website to successfully manage

large BCP plans with multiple team members.

WELLS FARGO HOME MORTGAGE, West Des Moines, Ia

Operations Manager (11/96 TO 10/01)

Provide management for the Mortgage Customer Satisfaction Survey Process

with responsibilities managing Business Consultants and Business Analysts

and contract employees along with third party vendor, relationship for

printing surveys, outbound survey mailing, scanning of surveys, acquiring

data, reporting and distribution of data to finance and to Mortgage team

members. Responsibilities included day-to-day interaction with Wells Fargo

business which included Mortgage, Institutional Lending, and Consumer

Credit.

. Initiated department procedures for handling customer complaints to

include call handling time, minimized missed calls, complaint

completion metrics to minimize turn around time for the resolution.

. Expanded the executive team during high refinance period (refi-boom as

it is referred to) by acquiring internal real estate, computer

hardware, phones, additional staff, implemented training, and

reorganization of the complaint process to accommodate record numbers

of issues.

. Designed Access database for capturing and tracking customer

complaints to include complaint profiles for each case and creating a

reporting process and analysis.

. Introduced Quality Monitoring to the customer resolution process.

. Stabilized survey process to insure accurate and timely reporting by

establishing audit processes, identifying hardware deficiencies and

acquiring hardware upgrades which have resulted in accurate and timely

reporting with restoration to program integrity.

. Designed survey reporting website with options for user to view survey

scores. User can search by individual identifies or use the drill

down functionality to view all levels within the organization.

. Migrated survey print process to new vendor 3 times. Each time

facilitated higher levels of service for a reduced cost with no

disruption to the survey process. The survey vendor reviewed every 2

years.

. Designed and implemented user friendly survey image website that

offers enhanced search and print capabilities.

. Other daily functions consist of department operational duties,

customer service experience, personnel management and P&L

responsibilities.

WELLS FARGO HOME MORTGAGE, West Des Moines, Ia

Corporate Real Estate Specialist (11/94 to 10/96)

Acquire lease space for offices around the country including negotiation of

leased space; set up offices; work with designers for best office layout;

order equipment. Working with local brokers and regional/district managers

of Wells Fargo Home Mortgage.

. Negotiated office space for Wells Fargo Home Mortgage for both the

Northeast and Pacific Northwest regions. Opening, moving and closing

offices which ever business needs required.

. Carried an average work load of 45-60 projects on a monthly basis

. Responsible for the lease negotiations per corporate guidelines,

installation of phones and computers, working with designers/space

planners for floor space and office furniture needs, and signage.

Providing all basic needs of opening, moving or closing and office

arranging from a 1 desk leased office space in a bank building to a

whole building consisting of thousands of square feet and hundreds of

employees

. Accompany due diligence teams to business Wells Fargo is looking to

acquire.

Education

Southeast Polk High School, Runnells, IA,

Commercial Real Estate License, State of Missouri, 1989

Personal Lines and Life Insurance License, State of Iowa, 2008

Life Insurance License, State of Iowa, 2009

Awards/Activities

. Secretary/Treasurer for Hands of Help, a non-profit organization

References:

Steve Plotner, former manager from Wells Fargo: 515-***-****

Ruth Bethards, work associate/friend: 515-***-****

Joy Gusler, friend: 515-***-****

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