Customer Service Sales

RESUME OF XENIA CHILKOWICH

Email : ********@*****.*** . Cell: 253-***-**** . Linkedin:

http://www.linkedin.com/in/xeniac . Tacoma WA

CLIENT SERVICES/PROGRAM MANAGER - "Listen, Design, Implement and Support"

Versatile, results-oriented leader with business acumen, creativity, and

analytical skills. As Program Manager, bridges Business and IT groups. As

Operations/Call Center Manager, liaises between corporation and clients.

Strong history of managing complex, cross-functional projects, delivering

quality results on time and budget. Identifies needs and improves

processes, procedures and systems.

AREAS OF EXPERTISE

Customer Service Management . Program Management . Technical Project

Management . Consulting

. Strategic Planning . Infrastructure Development . Start-up . E-Learning .

Training Design & Delivery

. Marketing Support . Business Analysis . Technical Writing . Collaboration

and Web Portals

. SharePoint . Project Management Software . Visio . CRM . AS400 . MS

Office . EDI

PROFESSIONAL EXPERIENCE

CAPELLA UNIVERSITY-Masters of Science, Education . Grad Student . 2009 to

present

Training & ASTD Performance Improvement Specialization, certification from

ROI Institute; focus on Corporate Training models and the use of Social

Media as a Performance Improvement tool.

MILGARD WINDOWS . Program Manager . Tacoma WA . 2006 to 2008

Program Manager of Sales, Marketing, Customer technology. Managed Corporate

Pricing function.

Project Management/Business Analysis

. Managed custom M2O software launch, from Requirements to Maintenance.

. Re-engineered Order Entry workflow to incorporate EDI, reducing order

entry time 50% and errors 75%.

. Designed SharePoint structure, using role-based sites to manage user

issues, documentation, updates.

. Designed Customer Portal solution, layering SharePoint on AS400 data to

allow customer "self-service."

. Defined business process flow and technical solution for new, highly

visible Costco partnership.

Customer/Technical Support

. Created M2O Customer Support department, managing customer service reps

and programmers.

. Defined standardized call center procedures and formalized cross-

functional escalation process.

. Maintained Customer Service SharePoint site, including work flows,

content and structure.

Training/Documentation

. Launched M2O training program, defining content and delivery methods.

Performed user training across 12 locations, defined Train-the-Trainer

model and organized National Sales Meeting seminars.

. Created customized SharePoint (MOSS) training and performed internal

training.

Operations

. Managed Corporate Pricing department, standardized price increase

launches and process to define and deploy new pricing. Formalized cross-

functional issue escalation and resolution procedures.

. Partnered with Marketing and Engineering on special projects involving

new or changing technology.

. Primary liaison between IT and cross-functional business groups.

. Created and maintained MOSS sites for Sales departments.

. Created "Project Champion" concept to increase new systems acceptance and

reduce change resistance.

MCFARLAND CASCADE . Inside Sales & Program Manager . Tacoma WA . 2003 to

2006

Managed Inside Sales. Sales Administration and Operations. Technical

Program Management.

Customer/Technical Support

. Managed the Inside Sales group that performed Customer Support and

Account Management activities.

. Performed departmental strategic planning, budget, resource management

and infrastructure development.

. Handled escalated customer issues and managed past due Account

Receivables, reducing past due by 5%.

. Created department, cross-functional processes. Standardized tools and

training, reducing overtime 20 %.

. Standardized new hire orientation and implemented Employee Mentoring

Program for down-time utilization.

Project Management/Business Analysis

. Managed proprietary CRM project to migrate from AS400 to "Customer

Dashboard," reduced overhead 25%.

. Deployed mobile CRM solution for Field staff, improving inter-department

and customer communications.

. Acted as business owner for Sales related technology projects. Performed

Sales business analysis, coordinated customization and testing with IT,

managed deployment activities.

Operations

. Developed www.mcfarlandcascade.com website, increasing marketing to new

target audience.

. Used SharePoint to define and communicate inter/intra-department

processes and procedures.

. Led implementation of systems, procedures and remote services for

Canadian acquisition.

. Successfully outsourced trucking, reducing cost and increasing customer

face time for Reps.

Training/Documentation

. Created CRM user documentation and performed training for Inside Sales

and Outside Sales.

ADVANCEONLINE . Director of Operations . Seattle WA . 2000 to 2001

Managed Customer Service, Internal Operations and Administration for Online

Training Internet start-up.

Operations

. Managed inter-department processes, data structure and standard

reporting; managed Administration.

. Created Customer Life Cycle methodology, implemented formal Project

Management standards.

. Coordinated entire office relocation: space layout, logistics, design,

and technical infrastructure.

Customer/Technical Support

. Created new Customer Service organization; launched operational Call

Center within 30 days with standard process and procedures, SLA's,

customer escalation and metrics reporting.

. Managed staffing, P&L, escalated customer issues and strategic planning.

Project Management/Business Analysis

. Implemented Supportlogix-CRM. Partnered with vendor to customize

application; managed project milestones, created user documentation,

incorporated telephony integration, and performed training

. Initiated a Marketing Promotional Institute to help highlight and sell

products.

the macabe associates . Director, Implementation Services . Seattle WA .

1998-2000

Directed Professional Services, Customer Service and Technical Support for

Customer Software Developer

. Professional Services Management, Technical Support, Project Management,

Infrastructure, Customer Deliverables, Training, Resource Management,

Sales Support and Strategic Planning.

ABT (NIKU) . District Manager, Professional Services . New York NY . 1993-

1998

Managed Professional Services group, Project Management Software

Development & Consulting,

. Consulting, Project Management, Customer Service, Technical Support,

Product Offerings, Sales Support, Training and Resource Management.

EDUCATION

BA, Marketing and Communications-summa cum laude, College of Notre Dame,

Baltimore MD

Honors: Delta Mu Delta; Kappa Gamma Pi; Alpha Sigma Lambda; Phi Sigma;

Dean's List

AFFILIATIONS/VOLUNTEER EXPERIENCE

President, PW User Group; Communication Officer, Help Desk NW; Project

Management Institute; Family Services Board member; CASA Dependency

Advocate; WWEE Mentor; Life Skills Trainer, Transition House

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