Customer Service Manager
Resume:
Susan Golinske
***** ******** ***** ( Farmington Hills, MI 48336 ( ablzar@r.postjobfree.com (
Dynamic, entrepreneurial type individual, who has a proven track record of
exceptional achievements and demonstrated successes. Capable of producing
multimillion-dollar production channel automotive sales, and instilling
disciplined data-driven principles into decision-making processes.
Tenacious about pushing "the system" to deliver new/innovative products
that external customer wants. Have reputation for building strong
relationships with business partners/suppliers, to ensure flawless delivery
and successful outcomes.
Core competencies include:
o Certified 6 Sigma Black Belt
o Team Building/Training
o Multimillion-Dollar Negotiations
o Organizational Leadership/Corporate Citizenship
o High Impact Executive Presentations
( HISTORY OF PROFESSIONAL EXPERIENCE
DIRECTOR/TREASURER - July, 2008 through Present
Non-Profit organization called The Pink Fund - Beverly Hills, MI
Primarily responsible for qualifying applicants for financial aid, while
assuring The Pink Fund Accounting Practices meet the criteria of the
Sarbanes-Oxley Act of 2002 for non-profit organizations. Prepared
documentation and achieved approval for 501(3)(c) status, (after only three
weeks from submission date). Developed Corporation's By-Laws, criteria for
applicants to validate eligibility for aid, and administrative processes
for keeping social workers and applicants updated.
( VICE PRESIDENT OF SALES - April, 2008 - June, 2009
MetroAlive.com - Birmingham, MI
Primarily responsible for generating new accounts for small entrepreneurial
internet Marketing Company. Position required cold calling of any type
of retail business in a very economically challenged environment,
(Southeast Michigan), analyzing their current sales and marketing
processes, developing new work plans, web content and marketing promotions
to drive new business. Was key player in developing strong relationships
and leads through several new local Chambers of Commerce, including
creating company's first virtual concierge concept to service large name-
brand hotels, (i.e., Marriott).
MARKETING STRATEGY & COMMUNICATIONS MANAGER - 2004 - April, 2007 -
Business Planning / Customer Service Operations Research / New Parts
Strategy Planning
Ford Motor Company - Dearborn, MI
Responsible for tracking, communicating and analyzing service parts sales
performance of all Ford and Lincoln/Mercury dealerships in North America.
Position required doing extensive competitive analysis for planning of new
services/parts for Ford Customer Service Division. Organized and completed
several focus groups with retail customers on current product service
problems. Acted as key liaison to several marketing and show production
vendors, to coordinate and manage National Dealer Parts and Service
Meetings.
SUV Marketing Strategy Manager, 2002 - 2004
Ford Motor Company - Dearborn, MI
Responsible for creation and project management of new model year SUV
feature vehicle product roll-outs, which required intense
collaboration/coordination with Design Studio, Production Plant, Product
and Brand Marketing, Finance, Purchasing and Engineering Product
Development Program Teams.
Selected Achievements:
o Delivered $32.0M Revenue in '04 for SUV Feature Vehicles, including
the first Expedition King Ranch Edition, Navigator Monochromatic
Midnight Edition, and Explorer Ironman Edition. The Navigator
Monochromatic Edition exceeded all projected sales volume, (5730 vs.
3500 planned) and eventually replaced the regular production series
vehicle - which previously had a 70% take rate.
o Created Storyboard Approach to presenting product concepts, and
introduced/implemented innovative components for MY's '06/'07/'08
feature vehicles, including black chrome, ceramic paint on glass,
illuminated door panels, maslite cargo areas, and silk screen
instrument panels.
o Key player in improving communications among cross-functional teams,
achieving key goals of producing high quality, high revenue feature
vehicles.
6 Sigma Certified Black Belt, 2000-2002
Ford Motor Company - Dearborn, MI
Achieved certification as a 6 Sigma Black Belt, which included delivering
four projects per year, at minimum $250K annual savings and reduction of
70% in total defects.
Selected Achievements:
o Certification Projects resulted in combined $500K hard savings/230%
reduction in total defects; was also recognized as first Black Belt
out of a team of 10 high-potential employees that achieved this
certification.
Continued on page 2
o Acted as "Voice of the Black Belts" to provide feedback to Leadership
Deployment team to provide additional tools to improve the ease of
application of the methodology; worked with software developers from
Minitab and IGrafx to refine software to meet specific Black belt
needs, both for process modeling and Design of Experiment exercises.
Alliance Team Manager, Customer Relationship Center, 1999-2000
Ford Motor Company - Toronto, Canada
Primary responsibility was acting as a liaison between Ford Motor Company
and Anderson Consulting Group to implement Company's first "Company to
customer e-mail" and self-help internet processes, to improve customer
satisfaction and reduce overall Call Center expenses.
Selected Achievements:
o Favorably negotiated e-mail contract with Anderson Consulting, with
recognized savings of approximately $6M.
o Developed first internet survey to capture Quality Operating Standard
metrics. Response rate exceeded 41%, (compared to 30% on phones), and
customer feedback was integrated into coaching process for
improvement opportunities.
o Recognized demand of customer base, and created Company's first Recall
Site, launched in under 31 hours, which recorded 4700+ hits within
first two weeks of operation, and reduced overall call volume in the
Call Center.
o Launched web-based self-help interactive info center tool, which
reduced Center's e-mail volumes and processing expenses by 21%.
Information Technology, Web & Concern Definition Communications Manager,
1996-1999
Ford Motor Company - Dearborn, MI
Responsible for Office Automation and Information Technology F&T
(Facilities and Tooling) budget for the Ford Customer Service Division's
North American Service Engineering Operations (SEO) activity. Provided
support to over 250+ technical engineering employees to assure early
concern definition information could be shared in the most cost-efficient
and expedient manner.
Selected Achievements:
o Developed process which give internet access to Ford's dealer network
of Recall Information; cost savings exceeded $1M annually.
o Recognized cost savings of $280K by publishing select documents on the
web vs. printing.
o Reduced user downtime by 90% through upgrading software and directory
structures.
o Created web strategy and first web presence for Ford Customer Service
Division, which was used as benchmark by other Ford Vehicle Divisions
for their websites.
Previously held Select Dealer Zone Manager position at Ford Motor Company
from 1994 through 1995, and prior to that time, owned and managed Interior
Design Company, of which 95% of sales revenues were generated from client
referrals.
EDUCATION & TRAINING
Bachelor of Science (BS) in Business Administration, 1994
Lawrence Technological University - Southfield, MI
Professional Development Courses:
Kellogg University - Marketing Excellence Program
Nominated and completed 160 Hour Cross Functional Partnering Program with
Executive Management
Completed 160 Hour 6 Sigma Methodology Curriculum - taught by 6 Sigma
Academy, Arizona
Community Involvement:
Director/Treasurer since 2008 of 501(3)(c) non-profit called The Pink Fund;
perform direct bill pay for any breast cancer patients in the State of
Michigan who needs financial aid while in active treatment.
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