Customer Service Manager

Senior Business Management Professional

Customer Advocacy Enterprise Sales Support Customer Care Leadership

Product Management

Well-rounded and market-savvy business management professional with a

proven 20 year track record of customer service leadership blended with

award-winning performance in product management, project management, and

product marketing. Consistently recognized as the "go-to" leader of

complex, time-sensitive, enterprise-wide customer initiatives requiring the

strategic bridging of external customer demands with internal communication

silos. Skilled in organizational navigation with a results-driven

intensity and passion to achieve the best, most well-balanced solution for

all.

"If I had to pick a dozen people to "Janet is one of the most

tackle the toughest assignment of a professional, committed and

career, Janet would be one of the customer-oriented colleagues that I

twelve." have had the pleasure to have on my

David Plummer - Independent team."

Automotive Consultant Finbarr O'Neill - President, J. D.

Power & Associates

Career Experience

Domin-8 Enterprise Solutions - Mason, OH

2008 to Present

Leading provider of integrated business solutions and services for the

residential property management industry

Director, Customer Success

2/2009 - Present

Promoted to Director with task of transitioning the Service and Support

Organization to a revenue-generating contributor across four product lines.

. After economic downturn resulted in elimination of previous support

team, re-engineered processes to build new team that has consistently

yielded higher customer satisfaction, increased revenue, and better

return on investment with self-help tools.

Manager, Landlord Entrepreneur Business

4/2008 - 2/2009

Recruited as General Manager of company's flagship legacy product line,

expanded through multiple system acquisitions. Challenged with integration

of disparate systems while also chartered with "cradle to grave"

responsibilities for Product Definition, Development, Marketing, Sales, and

Service and Support.

The Reynolds and Reynolds Company - Dayton, OH

1995 - 2008,

An information technology and services leader for automotive retailing

1979 - 1986

Enterprise Sales/Product Manager - Top 100 Customers (2000 - 2008)

Hand-selected to lead the successful project coordination and

implementation of custom initiatives for Reynolds Top 100 strategic

accounts, cumulatively representing annual revenue of $100M. Served as

Primary Customer Liaison responsible for understanding, defining and

articulating client requirements and needs, and managing cross-functional

teams to champion projects from initial design through customer release and

acceptance.

Enterprise Sales/Product Manager - Top 100 Customers (cont)

. Consistently demonstrated the internal negotiation skills to

proactively drive, often unbudgeted, projects through an established

system of finite resources.

. Recognized as a creative thinker with the ability to deliver solutions

independent of development resources.

National Customer Support Center Consultant/Manager - Software Solutions

Support (1995 - 2000)

Managed the largest telephonic support team (25 employees) in the company's

award-winning Technical Assistance Center (TAC). Responsible for the

support of core accounting software applications used by over 10,000

customers nationwide.

. Re-engineered customer processes resulting in an impeccable customer

satisfaction rating and exceeded required customer service levels by

10+% annually.

. Pioneered new approach to better serve customers with their end of

year financial reporting needs resulting in a 30 percent year over

year increase in Service Level satisfaction.

Product Marketing/Management Consultant (1980 - 1986)

Promoted to manage product lifecycle of turnkey accounting and sales

software solutions for Automotive Dealerships. Successfully executed

project management and product development while operating as the customer

liaison to translate customer requirements into meaningful software

application specifications.

Senior Technical Support Specialist - Installation, Service, Support (1979

- 1980)

Planned, organized, and implemented on-site installations of full turnkey

dealer management solutions. Trained dealership personnel on system

utilization while also consulting on effective integration of system

processes within current business processes.

Awards

Reynolds and Reynolds:

. Chairman's Circle Of Excellence Award (Company Top Performers) -

July, 2004

. Software Solutions Award (Division Top Performers) - May, 2004

. Director's Award for Outstanding Achievement (Given to Top 3% of

Service Management) - April, 2000

Education

BRYANT COLLEGE - Smithfield, RI

Bachelor of Science, Accounting - Honors, Cum Laude

Rhode Island Junior College - Warwick, RI

Associate of Science, Accounting

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