Customer Service Sales

Deborah Carpenter

**** ***** ****** ****. ? West Hollywood, CA 90069 ? 910-***-**** ?

********@*******.***

Strategic Accounts Professional

Skilled in meeting client, staff, and company needs while leading IT

operations and customer satisfaction.

Accomplished professional with experience in the software industry, key

account identification and problem resolution. Seasoned expert in removing

real and perceived obstacles to plan success and on time project

completion. Skilled at product presentations with a strong ability to

communicate complex information to both lay persons and professionals.

Ability to educate and motivate others in business operation, product

marketing, sales and effective customer service. Able to focus on company

goals while attending to the minute details required for effective

enterprise completion. Proven track record of increased revenue and client

satisfaction, assignment success and overall improvement. Expertise spans:

Operations/Project Management . Technology Solutions . Relationship

Building . Account Management

Cost-Reduction Planning . Training/Development . QA/Testing Procedures .

Customer Satisfaction

Dispute Resolution . HW/SW Troubleshooting . Sales Support .

Leadership/Communication

Key Contributions

Business Development

. Revitalized a technical support operation, resulting in more than a 50%

increase in customer satisfaction during first year.

. Planned cost-reductions and developed new service offerings to compensate

for a company's slow sales growth, receiving approval to implement a new

account management team adding $50K/month in add-on sales.

. Managed research, implementation and development of CRM system.

Restructured Licensing and Member Services groups resulting in a

paperless operations leading to increased productivity.

Strategic Planning

. Achieved $11M in annual maintenance contract renewals while delivering

$1M in new sales.

. Spearheaded the in-house development of a web-based customer service

center providing answers to frequently asked questions. Effectively

reduced technical support calls 15%-25% weekly.

. Created a web-based customer service center to track all issues, saving

$40K/year. Developed a third-party call service for after-business

hours, reducing overhead costs by $60K/year.

. Tasked to lead a small team and find a solution for converting data of

480 clients within eighteen months. Successfully completed the project.

. Developed and restructured more than fifty Crystal Reports to provide

optimized data analysis and generate new business rules.

Professional Synopsis

Motion Picture Licensing Corporation

Operations Manager 5/2008 -

4/2009

Managed the IT activities within the Licensing division including testing,

Crystal reports development, and data analysis of SalesLogix CRM system.

Implemented solutions and/or worked with IT department to develop

solutions. Responsible for implementing new global CRM solution in more

than six countries to include all testing efforts of COTS and customized

systems according to detailed design specifications. Participated in the

re-design and re-write of more than fifteen hundred crystal reports in

three countries. Managed and reported on all receivables and collections

activities for U.S. office. Developed job descriptions and implemented new

policies and procedures resulting in a nearly paperless operation.

-R sum continues-

Deborah Carpenter

910-***-**** ? ********@*******.***

Page 2

DIGI Consulting

Owner, Operator 2006-

2007

Provided consulting services to prospective business owners for managing

revenues, securing investors/investments, marketing concepts and start-up

capital. Developed complex business plans including design of high-impact

presentations for clients.

VisionAIR, Inc.

Director, Strategic Account Management and Technical Support Center 1994-

2006

Directed a 24/7 operation with 60 technicians, 4 supervisors, and 1

manager. Effectively maintained client relationships while providing

outstanding technical assistance. Implemented a Strategic Account

management department, directing regional staff supporting more than five-

hundred accounts in 31 states. Improved strategic account relationships to

facilitate a projected 40% industry growth rate. Resolved client

maintenance contract disputes, product functionality, deliverability, and

service issues; facilitated technical support operations. Ensured client

and company goals were met or exceeded, coordinating with client

representative groups. Implemented a focus on up-selling existing clients;

trained staff in software usage and application.

. Exceeded client retention goal of 96% by at least 1% each year.

. Increased client satisfaction from 34% to 84% within a one-year period.

. Mapped and strengthened long-term relationships with strategic accounts

to support industry projected 40% growth rate with these accounts.

. Led the development and implementation of processes and procedures for

complex multiple data set extrapolations into readable formats for legacy

systems conversions.

. Achieved average profit margin of 70%+ for peripheral services including

data transfer, software application, networking, and hardware support

. Developed extensive call trend analysis reports for internal staff and

Executive Management team.

Education/Affiliations

Physical Therapy Associate Degree, Central Piedmont Community College

1992

Business Objects Crystal Reports version VIII, XI

2006, 2008

Expert Rating - Grant Writing Certification, Expert Level

2010

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