Customer Service Manager
Resume:
Sidonia Gause
Eau Claire, WI *****
Email: *******.*****@****.***
Senior Operations Executive
A creative, decisive and knowledgeable senior operations executive with
over 10 years of outstanding performance in dynamic profit-oriented
businesses, with a specific focus on operations, associate development,
human resources, payroll and customer service. Demonstrated track record
related to sales and business management skills. An energetic leader and
mentor with a proven track record of recruiting, training and building
strong teams of individual contributors who consistently exceed profit and
performance goals.
Core professional competencies include:
+ Cross-functional Team Leadership + Project Implementation
+ Market and Business Development + Training and Development
+ Workforce Management + Recruiting and Staffing
+ Sales and Presentations + Human Resource and Payroll Management
Professional Experience
Harmon Solutions Group, Eau Claire, WI (2006 - Present) Director of
Operations
. Complete operational responsibility for all aspects of 250-seat inbound
and outbound call center operations of $50m national third party
administrator handling auto and property claims services.
. Responsible for successful performance against all key client metrics
(SLA's, Service Level Agreements) - have increased performance in all
areas since beginning tenure.
. Completely revised and implemented key performance indicators (KPI's) for
all associates to drive superior individual and organizational
performance.
. Collaborate with technology partners to develop and implement numerous
programs - including new phone switch and workforce planning tools - to
drive customer service; customer retention; operational efficiencies and
support strategic goals.
. Key operational representative responsible for daily client
communication, across 100 different clients of varying sizes and business
expectations.
. Realigned and adjusted staffing model resulting in an immediate
annualized savings of $700k in payroll costs.
. Totally redesigned associate training and development program to ensure
strong succession plan.
. Creative new incentive and recognition programs, resulting in improved
morale and less than 10% annualized turnover.
. Handle all payroll processing, vacation accrual/tracking and incentive
payment calculations/audits for 300 full and part-time associates.
. Responsible for client billing services, including management of invoice
reconciliation and problem resolution.
. Revised and implemented new customer service survey program on a web-
based platform to facilitate higher utilization and program performance.
. Member of senior management team responsible for development and
successful performance against call center budget.
. Revised and implemented new workforce management platform and process to
maximize facility staffing and customer performance.
Your Perfect Smile Cosmetic & Family Dentistry, Houston, TX (2005 - 2006)
Director of Operations
. Handled all payroll processing, including bi-weekly paycheck processing,
direct deposit management, tax reporting and year-end statement
production/processing.
. Complete responsibility for hiring, managing, training and developing all
staffing, including front office and dental assistants.
. Complete P&L responsibility, including budget preparation, month-end
reconciliation, payment processing and purchasing.
. Responsible for creation and execution of local and regional marketing
and advertising plan, including radio and print advertisements.
. Handled all customer service inquiries and resolution, resulting in
improved customer retention and expanded customer referrals.
Sidonia Gause Page Two
Safelite Glass Corporation, Columbus, OH (2000 - 2005)
Held various leadership positions
Supervisor, Trainer, Assistant Manager of Operations, Workforce Manager
Workforce Manager
. Responsible for all client forecasting and associate scheduling.
. Managed real-time scheduling metrics and made adjustments, as needed, to
ensure service levels were met.
. Handled all new client implementations, including staffing and training
assignments.
Assistant Manager of Call Center Operations
. Key operational personnel responsible for daily client communication and
up-selling of products and services.
. Managed Call Center Supervisors.
. Responsible for services levels of assigned clients.
. Hired and terminated associates and supervisors.
. Disciplined and developed associates and supervisors according standard
operation procedure.
. Maintained miscellaneous assistant manager responsibilities.
Trainer
. Trained new and existing associates.
. Obtained all necessary paperwork for the Human Resources Department.
. Created training manuals for all aspects of training.
. Conducted interviews and hiring.
Call Center Supervisor
. Responsible for all aspects of 1,500-seat inbound and outbound call
center operation, including managing to defined KPI's, coaching and
development of associates and payroll processing.
Other relevant positions:
The Sherman R. Smoot Construction Company (1998 - 2000), Project Assistant
Southern Ohio Family & Children First (Part-time 2000), Field
Representative
MeLernon & Associates (1998), Office Manager
Edwards Steel (1997 - 1998), Assistant Controller
Rife's Auto Body (1996 - 1997), Assistant Manager
Marysville Auto Body (1993 - 1996), Manager
Education
Bachelors of Business Administration, Almeda University, 2006
Education, Pre-Medicine & Psychology, Otterbein College, 1991-1993
Additional Attributes:
. Implementation of IEX Real Time Adherence
. Implementation of changes in Standard Operating Procedures at Safelite
Glass Corporation for over 500 associates
. Prolog Implementation Committee
. Otterbein College Woman's Basketball Team
. Otterbein College Science Department Assistant
. Hyatt Legal Services Scholarship
. Annhurst Elementary School and Westerville South High School Student
Teacher
References Available Upon Request
Contact this candidate