Customer Service Manager

Trisha A. Dooley

***** ****** **** ***** ****** Twp, OH 44023 ? 440-***-**** ? E-mail:

abm9bg@r.postjobfree.com

Summary

A results-oriented leader with considerable customer/supplier and commodity

management experience focused on corporate vision, establishing strategic

plans, objectives and goals. Strengths include versatility and drive with

an ability to exceed customer and corporate objectives. Surpassed business

objectives as a Category Manager, Project Manager, Customer Service

Manager, & Global Account: Other strengths include:

? Project Management ? Customer Relationship

Management

? Client /Vendor Relationship Management ? Market/Competitive

Analysis

? Strategic Planning / Forecasting ? Spend

Analysis/Reporting

Professional Experience

Category Manager II - Novelis, Mayfield Heights, OH

10/2009-Present

. Manage $66M in annual spend for two primary categories: Packaging

& Alloys.

o Secured savings through price reduction, product substitution

and process improvements for Packaging - Forecast annual

savings $350K.

. Appointed North American Champion for Low-Cost Country Sourcing:

Project team representing each Novelis region working to generate

LCCS opportunities globally.

. Coordinated & facilitated North American Supplier Summit.

Category Manager I ? Aleris International Inc., Beachwood, OH

05/2005-10/2009

. Managed over $40M in annual spend for 47 plants globally.

Categories include Corporate Services, IT, Telecommunications,

Travel, Construction and other Indirect spend.

. Project Lead for multiple Procurement projects: Spend analytics

tool selection/implementation, Kaizen "Purchase-to-Pay" Project,

Selection/implementation of P-card/Corporate card program & Oracle

Vendor Master & Item catalog standardization.

. Responsible for organizing and presenting monthly savings

presentations to CEO and executive leadership team.

. Negotiated, Secured and Implemented national/global contracts.

. Executed company-wide project which achieved working capital

improvement of $8M by extending payment terms of over $200M in

annual spend.

. Led Executive savings initiative that encompassed $16M of annual

spend which resulted in approximately $3M in annual savings. ($1M

Commercial savings & $2M TCO savings).

. Coordinated all corporate construction projects. Requested

construction bids and secured all appropriate permits.

Global Account Executive - SBC Communications, Cleveland, OH

03/2004 - 05/2005

. Achieved and exceeded monthly sales revenue forecasts of $13K under

the guidance of Global Account Manager. Administered Global

Accounts (14) in regards to RFP, RFQ, contract modifications, and

pricing proposals.

. Generated new equipment sales revenue in excess of $30K a month

through customer prospecting and vendor partnering programs.

Primary opportunities focused on Cisco, Nortel and Adtran

voice/data equipment.

. Influenced and fostered customer relationships by maintaining

weekly appointments to introduce product enhancements and /or new

technologies that strategically align with customer long-term

business objectives.

. Total revenue growth: 109% Network Revenue Growth: 97% Equipment

Revenue Growth: 217%.

Data Service Manager 08/2001

- 03/2004

. Directed and managed retail product sets for all Government /

Education accounts (Frame Relay, ATM, Dedicated Internet and DSL).

Lead manager for all service affecting outages on a 24x7 basis

along with crafting and executing all customer communication plans

to core leadership team.

. Supported 15 sales teams throughout the Large/Enterprise business

segment. Lead and participated in customer service meetings and

sales presentations.

. Identified process gaps and drove continuous process improvement

with supporting cross functional organizations. Partnered with

internal business resources (billing, sales, and operations, legal)

in regards to customer service requests and issues.

. Verified and confirmed billing accuracy with negotiated contracted

terms and conditions. Reconciled over $1M of non-billed revenue

for SBC.

Trisha A. Dooley Continued (2 of 2)

Global Service Executive 06/2000

- 08/2001

. Managed service issues experienced by Fortune 500/1000 customers.

Partnered with vendors and internal technical resources for timely

resolution.

. Achieved customer evaluation rating of 99% in relation to mean-time

to restore and overall customer service satisfaction.

. Crafted and published network service reports for customers

focusing on availability, reliability and performance of network

infrastructure.

Project Manager 01/1998 -

06/2000

. Developed project plans and managed implementation of Local Area

Network (LAN) / Wide Area Network (WAN) conversions. Duties

included: defining scope of work (SOW) and establishing work break

down structure (WBS) for each customer project, along with

formulating and executing customer communication plans.

. Established successful working relationship with vendors,

customers, and local exchange carriers to effectively engineer

circuits to customer expectations. Worked directly with customer

and vendors to ensure smooth transition of network implementations

along with procuring all customer voice and data equipment.

. Executed measures to ensure first bill accuracy as negotiated prior

to project completion.

Carrier Order Manager - LCI International, Dublin, OH

06/1996 - 01/1998

. Effectively engineered retail DS0, DS1, Frame Relay, and DS3

circuits on LCI's network. Established working relationship with

vendors, customers, and local exchange carriers to effectively

engineer circuits.

. Managed and tracked orders placed by other carriers. Single point

of contact (SPOC) for customer network and billing issues.

Education

J. Warren McClure School of Communications Systems Management

OHIO UNIVERSITY, Athens OH

Bachelor of Science, Minor Business Administration, May 1996

Professional Licenses, Accreditations, and Memberships

Six Sigma-Yellow Belt Certification

ISM Member

Customer Service Executive Certification, San Jose State University

Computer Skills

Oracle, Access, Business Objects, All Microsoft (MS) Office Suites, Visio

Personal

Professional References Available Upon Request

Contact this candidate