Customer Service Manager
Resume:
Laura R. Dudley
Westerville, Ohio 43082
Cell 614-***-****
Email: ***********@*****.***
EXPERIENCED SENIOR MANAGER OF CUSTOMER RELATIONS
. Dedicated and skilled customer service/call center manager with 18
years of experience in the retail service market. Consistently
achieved record-high customer satisfaction rankings, improvements to
the bottom line and turnaround of underperforming operations.
. Respected builder and leader of customer-focused teams; instilled a
shared, enthusiastic commitment to customer service as a key driver of
company goal attainment. Lead by example and ensured the execution of
all quality, safety, and security store operations policies.
AREAS OF EXPERTISE
Customer Service Customer Satisfaction Teambuilding and Training
Management Enhancement
Conflict Customer Feedback Directing and Developing
Management-Complaint Analysis Others
Handling and Resolution Sales & Margin Cost-Reduction Strategies
Retail Operations Improvement
Management Communications; Written &
Oral
PROFESSIONAL EXPERIENCE
Real Living HER (Part-time) May 2009 -
Present
413 N. State Street, Westerville, OH 43082 614-***-****)
Realtor( - Real Estate Residential Sales / Professional Memberships:
NAR, OAR, CBR
Gap Inc.Direct (GID) (Apparel Brands- Gap, Banana Republic, Old Navy,
Piperlime) August 2003 - March 2009
5900 North Meadows Drive, Grove City, OH 43123 614-***-****)
Senior Manager, Operations and Communications
Advanced to position of increased responsibility; accepted the additional
role of managing the GID Email team along with my existing Store Customer
Relations team. Recruited, trained and managed a team of 50+ non-exempt and
9 exempt employees. Successfully fostered an environment in which team
performance, quality and retention increased. I was instrumental in
creating the Customer Relations annual budget and monthly forecasts;
consistently maintaining monthly compliance. Drove efficiencies in
departmental staffing, call center metrics and cost while increasing
customer loyalty and brand awareness. I provided monthly customer feedback
and analysis to the brand business partners, resulting in a significant
number of customer friendly changes to store policies, promotions and
service strategies.
Selected Accomplishments/Contributions:
. Restructured the Gap, Inc. Customer Relations Department, redefining
operating hours, staffing, exempt responsibilities and objectives, and
quality assurance (QA) standards.
. Initiated and led startup of a formerly non-existent Communications
Department within Gap Inc. Direct. Soon recognized as the "experts" in
customer written communication by Corporate Media Relations, Executive
Offices, and all GID.
. Reduced customer store policy complaint calls by 46% within two years,
elevating customer policy satisfaction while making a positive impact to
the bottom line. Interpreted customer feedback, identified trends and
leveraged this information to encourage store policy changes within the
Brands to enhance customer satisfaction and Brand loyalty.
. Reduced staff turnover by 38% in 2008, benchmarking a record-setting
improvement in staff retention due to the success of employee-development
and morale-building programs.
. Mitigated risk to the company by expert handling and follow through on
all customer Risk Management claims, partnering with Corporate Risk
Management and Legal as appropriate.
. Consistently re-evaluated and met or exceeded all key call center
metrics; tracking these metrics to measure individual performance and
departmental efficiencies.
. Awarded two Gap, Inc. Applause Recognition Awards for instrumental role
in driving customer friendly policy changes and for initiating
development/morale programs resulting in staff turnover reduction.
Laura Dudley
Page 2
ADDITIONAL PROFESSIONAL EXPERIENCE
EXPRESS (formerly with Limited Brands) January 1984
- August 2003
One Limited Parkway, Columbus, OH 614-***-****)
Manager, Customer Support, 1991 - 2003
Admin. Asst. to EVP/Store Ops, 1984 - 1991
Promoted to lead the startup and launch three formerly non-existent
departments for Express - Customer Relations, Risk Management and Fashion
Delivery (a merchandise locator service). Recruited, developed, and managed
25 non-exempt employees and 3 exempt to support the Customer Support side
of the business. Created and implemented departmental standard operating
procedures to drive departmental efficiencies and mitigate risk to the
business. Developed and implemented Customer Service quality guidelines,
coaching and selling techniques to ensure a positive customer experience
while driving individual team and company performance.
Selected Accomplishments/Contributions:
. Established, launched, and managed three formerly non-existent EXPRESS
departments, taking them to a level that became the standard for The
Limited Brands.
. Propelled Fashion Delivery into a $6M per year sales opportunity for
EXPRESS within the first two years of its inception.
. Earned recognition for having the lowest customer claim cost across all
Limited Brands for 4 consecutive years as a result of implementing the
first Risk Management Internal Claims Handling program within the
company.
. Initiated and pitched the concept of selling EXPRESS Gift Cards online to
the Limited, Inc. Executive Committee. Formulated a dedicated taskforce
for this project. Oversaw the creation of a detailed design document
which gained interest from other Limited Brands who later joined in the
initiative. Gift Card sales were successfully launched online later that
year.
. Awarded EXPRESS' highest honor - President's Club in 1991, 1993, and 2002
. Awarded six EXPRESS "Outstanding Contributions" Awards and two "Key
Contributor" Awards
COMPUTER SKILLS
Proficient in: PowerPoint, Excel, Word, CentreVu, Kana Email Software
EDUCATION
Hondros College-Westerville, Ohio (Credits to Franklin University-Columbus,
Ohio)
Real Estate (Certified Realtor for State of Ohio)
Franklin University-Columbus, Ohio
Business
Andrews University- Berrien Springs, MI
General Business
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