Customer Service Manager

Deborah S. Stillings

**** ******** ***** ( Beavercreek, Ohio 45431

H: 937-***-**** ( C: 937-***-**** ( *******@*********.***

Customer Service/Call Center Management

A goal-minded, hard-working service manager, who has increased productivity

and efficiency, assured customer satisfaction, improved accuracy and

achieved operating objectives while bringing programs to timely completion.

Ambitious and self-motivated professional who demonstrates excellent

decision-making skills to create comprehensive plans that clearly define

objectives. Utilizes an analytical approach when resolving issues,

discovering innovative solutions to problem. Enjoys working closely with

clients to meet all needs and requests. Collaborates well with others to

bring about positive change and growth. Broad-minded and adaptable, with

ability to lead groups to success by listening to suggestions and offering

feedback. Takes the initiative to achieve long-term results. Areas of

expertise and experience include:

Call Center Management Warranties Reconciliation

Product Management Liabilities Processing

Claims Management Replacements / Recalls Technical Writing

SELECTED ACCOMPLISHMENTS

. Reduced service center information calls by 100%.

. Improved warranty-processing time by 12% by applying lean

manufacturing logic.

. Reduced call center noise and distractions by 90%.

. Improved call center acceptance to 95%.

PROFESSIONAL experience

LION APPAREL, Dayton, Ohio

Manager, Customer Service/Administration - Protective Service Group, 2006 -

11/2009

Planned and controlled department budget of $865,000 annually. Directed

Inside Sales operation of $97 million potential. Managed multi-functional

cross-trained team. Provided leadership and guidance for warranty,

customer service and order entry processing. Performed daily managerial

functions such as training, delegate work assignments, conflict resolution,

evaluation and productivity of team members.

. Achieved 100% accuracy by revising and updating ISO 9001 workflow

process.

. Accomplished 100% efficiency while decreased department manpower by

24%.

. Maintained 100% work efforts while restructuring customer

administration and merging two business units.

Thetford Corporation, Ann Arbor, Michigan; Sidney, Ohio

Director Customer Service, 2003 - 2006

Planned and controlled multiple department budgets of $31million. Directed

inside sales operation that generated $30 million of annual sales at Ann

Arbor, Michigan facility. Managed multifunctional department teams and

management staff. Oversaw ERP start-up for warranty processing, consumer

service, technical assistance and inside sales functions. Held additional

responsibility for recall administration, service training and technical

writing. Improved and maintained call center acceptance rate from 77% to

95%. Directed outsourced recall administration process. Developed five

team managers and one administrative assistant.

. Achieved 92% efficiency rates for warranty processing by combining two

customer service departments and defining specific job qualifications.

. Accomplished 100% independent service center location contacts by

purchasing new IVR system to self-service direct.

. Researched and determined needs for new computer system to present to

project manager and upper management.

. Improved monthly warranty processing time from 80% to 92% by applying

lean manufacturing logic.

. Eliminated 36,000 inbound calls per year into call center by

implementing outsourced recall processing.

. Reduced floor noise and distraction 90% by managing reconfiguration of

floor plan and the interior design of office space for better

efficiency and call acceptance.

Customer Service Manager, 2000 - 2003

Combined and restructured two separate customer service departments while

maintaining 95% acceptance call rate. Developed and controlled $1,150,000

department operating budget. Collaborated on European call center start-

up. Resolved required staffing needs for 35-seat call center with annual

call volume of 300,000. Oversaw improvements and implementation of

warranty claims processing time and payment scheduling. Managed external

and internal service training program. Directed implementation of product

recall program.

. Improving staff efficiency 19% by combining two separate customer

service departments,

. Increased call rate acceptance in first year to 95% by restructuring

customer service department to accept a total of 200,000 inbound

calls annually.

Huffy Bicycle Company, Springboro, Ohio

Consumer Service Manager, 1998 - 2000

Managed $75,000 parts fulfillment distribution center. Directed operation

of call center, accepting annual volume of 130,000 calls. Implemented and

oversaw consumer service procedure of e-commerce business with annual sales

of $10,000. Developed and controlled departmental budget of $200,000.

. Relocated parts fulfillment department from Celina, Ohio to

Springboro, Ohio location.

. Developed department call standards based on previous year call

statistics.

. Recognized achievement of goals by team members with individual

awards.

Previous experience included Customer Service position of increasing

responsibility with companies such as Frigidaire Home Products and Stone &

Thomas Department Store. These companies were within the manufacturing and

retail markets.

education

B.S., Fashion Merchandising and Promotion, Ohio University, Athens, Ohio

PROFESSIONAL DEVELOPMENT

Managing Change Within an Organization, 2009

Improving Communication, 2009

Dale Carnegie's Providing Good Customer Service, 2008

Hope to Develop a Service Contingency Plan, 2003

Analyzing Work Processes, 2003

PROFESSIONAL AFFILIATION

Society of Consumer Affairs Professionals

A member driven organization committed to promoting customer care and

customer engagement as a competitive advantage in business.

. Held board member and committee positions that included Newsletter

Committee, two-term Treasurer, Ohio Chapter Vic President, Ohio

Chapter President and Past Ohio Chapter President (1995 - 2006).

VOLUNTEER INVOLVEMENT

Alpha Delta Pi International OfficeR

Sorority committed to sisterhood, values and ethics, high academic

standards and social responsibility, supporting over 140 collegiate

chapters and 150 alumnae associations nationwide.

. Directed membership education and oversaw tactical planning and

membership programming for collegiate chapters and alumnae

associations through supervision of chapter advisors and other

personnel (2006 - 2008).

. Other offices and committee work included: Total Membership Education

Special Project Committee, Academic Enhancement Task Force, Academic

Resource Volunteer Scholarship, Chapter Advisor -Wittenberg University

and Standard Advisor - Ohio State University (1998 - 2008).

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