Customer Service Management

Elizabeth M. Spaulding

**** ******* **** ***** ****: 727-***-****

Clearwater, FL 33756 E-mail:***********@********.**.***

Profile of Qualifications

o DYNAMIC PROGRAM MANAGER WITH 26 YEARS DIVERSE EXPERIENCE IN CUSTOMER

RELATIONS.

o Solid operations background with committed focus on customer relations,

productivity and quality goals with direct P&L responsibility.

o Innovative, resourceful and able to quickly learn and implement new

concepts into daily activity.

o Proven ability to work with teams, develop processes and synergies that

enable top growth, profit and efficiency.

o Risk mitigator.

Professional Accomplishments

GOVERNMENTAL PROPERTY MANAGEMENT

Guide both board departments and appointing authorities in acquiring

required space needs; outlining specific business needs, coordinating build-

outs and moves, writing contractual lease terms. Maintain relationships

with landlords and tenants to ensure proper execution of lease terms.

Inspect and maintain tenant relationships with parties leasing governmental

properties. Work with internal departments, including attorney's office

and risk to ensure all aspects of protection are included in lease

documents.

Budget/P&L Responsibility

Achieved a very high customer satisfaction rating and project control for

accounts. Account control reduced the cycle time of events. Domestic

customers such as John Deere, AT&T, Visa and Paramount Pictures as well as

international customers including Coca Cola, Vivendi and Merrill Lynch,

have benefited from solid time management, constant communication and

comfort with the project plan of execution through completion.

. Motion Industries $5.6M

. Merrill Lynch International $48.6K

. Vivendi International $170K

Project/Program Network Management

Procured equipment; gathered and distributed specific hardware/software

configuration information to staging organization as well as installation

instructions to Field Engineers. Coordinated installations between clients

and Field Engineers, both domestic and internationally. Tracked shipments

along with VAT charges to international locations. Set up customer accounts

for billing. Managed third party vendors to perform installations,

including cable plant. Scheduled Field Engineers' time.

. Earned Circle of Excellence Award for increasing project revenue by

$100K.

. Established ISO procedures.

. Liaison between clients and corporate offices.

. Proven ability in research, training and program management.

. Start up of Authorized Service Provider department, a new venture.

Management/Customer Service

Supervised all aspects of operations with final responsibility for P&L.

Hired and trained staff of up to 45 at one time. Supervised shifts,

prepared schedules, and maintained inventory and cash control.

. Created and coordinated procedures for inventory and cash control.

. Saved $2K in shrinkage in a 3-month period through training and follow

up.

Elizabeth Spaulding Page 2

. Produced 75% sales in the first 6 months of opening a new site.

. Created an on-line customer service manual for the intra-net.

. Compiled and analyzed schedules improving procedures and increasing

department performance by over 30%.

. Implemented numerous spreadsheets and control documents for in-house use.

Professional Experience

PINELLAS COUNTY GOVERNMENT, CLEARWATER, FL 2003 - 2010

Most densely-populated Florida county, and fourth largest county government

Real Estate Specialist, Real Estate Management Department

Equant Integration Services, Clearwater, FL 1999 - 2001

$3 Billion Industry leader in global IP and Data service in 220 countries

Program Manager, Professional Services

Timeplex, Clearwater, FL 1997 - 1999

Leader in providing integrated secure voice, video & data solutions to

Federal Government 30 years

ASP Developer, Supervisor

Quarterdeck Select, Clearwater, FL 1995 - 1997

Quarterdeck Select is a wholly-owned subsidiary of Quarterdeck Corporation.

The company sells Quarterdeck and complimentary third-party products via

telemarketing to small business, home office, corporate, government and

individual personal computer users.

Sales and Customer Service Supervisor

Previous experience included 10 years in restaurant and catering

management. Supervised all aspects of operations with final responsibility

for P&L. Hired and trained staff of up to 55 at one time. Prepared

schedules and maintained inventory and cash controls. Experienced in event

planning.

Education/Career Development

MASTERS CERTIFICATE IN PROJECT MANAGEMENT/GEORGE WASHINGTON UNIVERSITY

Associates in Legal Secretary/Harcourt

Applications: Word, Excel, Outlook, Visio, PowerPoint, Clarify, Oracle,

Unix, Smart Force, GroupWise, Dejawint, Rumba and Maximo

Certified in Adult CPR, Children & Infant CPR and AED

Achieved three (3) Federal Emergency Management Agency (FEMA)

Certifications

Community Affiliations/Professional Memberships

MEMBER OF THE FRATERNAL ORDER OF EAGLES SINCE 1992 AS PAST PRESIDENT,

DISTRICT PRESIDENT, DISTRICT SECRETARY, PAST PRESIDENTS CLUB, RE-ENROLLMENT

CHAIRMAN, & STATE DIABETES CHAIRMAN

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