Customer Service Quality Assurance

Mary Dart

*** * **** ** ******, CA *****

714-***-**** . Cell: 714-***-****

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

Training Direct Marketing Operations / Call Center Operation Management

CRM Solutions / Team Leadership/ Director of Customer Service/ IVR system

/Experience to implement achieve professional corporate customer service or

call enter program/ Strategic Planning / Staffing / Retention

A senior direct marketing customer service specialist with over 20 years in

all phases of managing client services. Created, implemented and managed

small and large call centers. Extensive background managing advertising

budgets for Television and Radio. Supervised departments in excess of 100

personnel for national and regional business in various industries.

EXPERIENCE

Bay View Law Group

Client Services Director

May 2010-Present

Turned a barely-functioning and barely-communicative Client Service

Department into an integral part of the business Selected Accomplishments:

. Recruited and trained employees to handle all incoming call from clients

inquiring about their accounts.

. Created and implemented department to handle nationwide face to face

meetings with prospective clients. Created scheduling, reporting and

processing needs to ensure ease of enrollment process.

. Improved existing CRM system for reporting purposes

. Forecasted calls for resource needs as well as marketing reports

. Created and implemented quality assurance department to meet and exceed

departmental goals in quality customer service.

Intelligent Beauty

Director of Call Center Operations (Implemented

offsite call center in 8 months)

May 2009 - April 2010

Recruited to help assess, develop and improve the customer service

department of 85 representatives. Responsibilities also included developing

the Outbound Department and to manage 3rd party vendors state side as well

as abroad.

Selected Accomplishments:

. Develop forecasting and reporting on marketing spends for radio and

television ads to executive board, upper management as well as the

marketing department. Included enhancing current CRM system to accommodate

reporting needs.

. Developing saved the sale department for all declined and/or cancelled

newly placed orders or auto ships. Resulting in savings of over 50,000.

. Redesign current quality assurance department to enhance training and

reporting.

Mary Dart 714-***-**** Page 2

New Motion Inc

Customer Service Director

November 2006 - April 2009

Recruited to develop, hire and train the Customer Service department for

mobile entertainment company. Developed and implemented training and set

Customer Service parameters based on individual campaigns. Selected

Accomplishments:

. Forecasting 2008 call volume based on marketing spend

. Taking call center to a 24/7 environment

. Developed reporting for Executive team for ongoing marketing strategies

to ensure optimum use of advertisement.

. Implemented IVR system to enhance the growing needs of the department to

include expanding existing systems which enabled department to receive

incoming phone calls as opposed to voice mail only.

. Created atmosphere of positive team work through training, contests and

building strong communication skills.

. Created yearly forecasting schedule to maintain and sustain best possible

use of daily login hours.

Window Rock Enterprises/Pinnacle Concepts

Customer Service Director/Call Center Director

January 2004 - October 2006

Recruited to lead turnaround initiative for failing Customer Response

Center operations. Improved performance and developed and implemented a

strategy to drive forward momentum and ensure department survival. Manage a

staff of 200 direct and indirect reports spanning all areas, including,

customer service, order fulfillment, direct mail, reporting

and database functions.

Selected Accomplishments:

. Directed and managed call center campaigns totaling $200 million in 2003-

2004.

. Expanded operations to accommodate growth in customer base by 54%.

Increased productivity from 68% to 93% by implementing company's first

workforce management software.

. Built customer retention department to recoup lost sales resulting in

$1.5 million

. Trained and mentored supervisors and managers in both sales and customer

service to obtain optimal company expectations

Gateway Learning Corporation (aka Hooked On Phonics)

Director of Customer Service

September 1990 - January 2004

Oversaw all functions within contact center, supervising 15 direct and 50

indirect reports. Boosted customer satisfaction ratings. Trained and

mentored customer service employees in fundamentals of service.

Selected Accomplishments:

. Recovered sales related totaling $5 million in 2 years.

. Developed system enhancements for manual procedures to compensate

for system shortfalls and/or operational issues.

. Assisted in the implementation of a new system including review and

selection of package, identification and specification of required

modifications, testing, training and development of procedures

manuals.

. Implemented procedures for handling employee performance reviews,

salary reviews, and employee training programs.

. Maintained positive and productive work force through periods of rapid

departmental growth from 3 employees to 65.

Contact this candidate