Customer Service Manager

TERESA M. H. SPRAGGINS, MBA

**** *. **** ****** • Hickory Hills, IL 60457 • 708-***-**** • ***********@*********.***

Strategic Account/Operations Management Expertise

Extensive experience increasing bottom-line profitability utilizing strategic account management and operational

strategies. Solid track record of driving revenue growth through securing customer loyalty, and forging strong

relationships with external partners. Extensive call center management experience. Looking for a senior position in

sales, marketing or operations/call center management.

Key Experience Strengths Key Competencies:

•Strategic Sales Planning • High Impact Sales Presentations • Multi-million dollar

Negotiations

•Project Management • Territory Growth Management • P & L Management

•Relationship Management • Recruiting and Staffing Initiatives • Strategic Marketing

Positioning

•Market Expansion • Multi-Site Management • Team Leadership,

Coaching & Mentoring

Professional Experience

RECALL TOTAL INFORMATION MANAGEMENT, CHICAGO, IL

National Account Manager (2003 to 2010)

Brambles has its headquarters in Australia and operates in over 45 countries around the world. One of Its two

businesses is Recall. Recall manages the secure storage, retrieval and destruction of physical and digital information

for nearly 80,000 customers worldwide. Recall has been in business under one consolidated brand since 1999. As a

National Account Manager, responsible for a national portfolio of over $7M in annual revenue, and 5 staff,

responsibilities encompassed contract negotiations, RFP responses, project development and management for

corporate, non-profit, and government bids. Clients included most of the largest hospitals, law firms, banking, finance

and insurance companies.

Accomplishments:

• Recovered over $500,000 in lost revenue by re-negotiating old outdated contract pricing, terms and conditions, and

adding minimum contract

guarantees

• Reduced debtor days from over 180 to less than 45 days within nine months

• Development and analysis of revenue models improving profitability by 40% to 50%

• Monitored, compiled and reported on KPI data to national clients in the banking, finance, insurance, medical and

legal industries; and

business leaders within my organization.

• Worked with cross-functional business partners on financial basis, risk assessments, and presented operations plans

• Lead project teams, cross-functional environment; identified, evaluated, planned, designed, executed and tracked

projects, based on clients’

statement of works and cost benefit proposition.

• Increased sales in multiply business lines; Data Protection Services, Physical and Digital Document Management

Solutions, and Secure

Destruction Services

• Hired and managed a strategic account management team of five, the leader in market sales for 2007

• Increased client retention resulted in increased cross-sells/up-sells in excess of 110% by year two

• P&L Responsibilities for $7M+ in business throughout the United States and across countries

• Planned and executed quarterly and annual business reviews to C-Level executives

• Event planning, marketing, coordinating and hosting

MEDICATION ASSISTANCE SERVICES (MWBE certified CME), CHICAGO, IL

Regional Sales/Marketing Director (2002 – 2005)

Based in Illinois a start-up company formed in 2002, serving clients of renal medical facilities and hospitals. Mission of

the organization: to providing administrative assistance in processing paperwork, and coordinating with doctors and

pharmaceutical companies on behalf clients in order for them to obtain their medications at a discount or for free.

Accomplishments:

• Developed, organized and executed highly successful marketing plans and materials aimed at medical clinics, other

healthcare organizations,

and their patients

• Responsible for development of programs which included coordinating with clients, directors, and pharmaceutical

companies

• Developed marketing proposals, presentations, and event planning. Presented presentations to various levels of

executive management

within the medical community

…continued…

TERESA M. H. SPRAGGINS • Page 2

WORLDTRAVEL PARTNERS, LLC, CHICAGO, IL

National Operations Manager, Corporate Travel (A.T. Kearney) (2000 – 2001)

BCD Travel operates in more than 90 countries on six continents, with US$14 billion in total sales and a combined

worldwide workforce in excess of 13,000. BCD Travel is a BCD Holdings N.V. company. And, BCD Travel is the world’s

third-largest travel management company founded on January 3, 2006, combination of TQ3 Travel Solutions

Management and WorldTravel BTI. As a national operations manager, managed a T&E budget of over $75M, staff of

35+ over 7 locations throughout the United States and Canada.

Accomplishments:

• Reduced turnover by 99% for four on-sites in various cities

• Improved customer service and achieved a rating of 4.2 on a 4.5 scale in customer service

• Managed call center operations, including benchmarking, analyzing, updating staffing matrix, and forecasting;

consistently achieved client

objectives

• Hired, trained, and evaluated employees in consultation with Human Resources

• Prepared and reviewed operational reports and schedules to ensure accuracy and efficiency

• Coordinated various events such as on-site tours and client events.

• Increased growth by 10% each year, Budget and P/L responsibility

• Developed short-term and long-term objectives and action plans - consistently met client goals

• Provided on-site management support for AT Kearney groups/meetings

MCCORD TRAVEL MANAGEMENT, CHICAGO, IL

National Operations Manager, (Andrew Corporation & Leo Burnett), CHICAGO, IL (1993 to 2000)

WorldTravel BTI in 2002 merged with McCord Travel to create one of the top three travel management companies in

the United States and a major new force in corporate meetings management. As on-site national operations manager

for both accounts, staff of 26+, plus 4 supervisors, managing in excess of $95M in T&E. And, had budget and P/L

responsibility

Accomplishments:

• Negotiated global limousine program; saved company over $200,000+

• Designed, implemented, and tracked customer service surveys; received a rating of 3.8 on a 4.0 scale.

• Involved in negotiating airline, car, credit card (American Express, Diners Club, and VISA), hotel, and computer

reservation system. Negotiated a savings of over $2M per year

• Involved in negotiating third party T&E expense software package

• Implemented and trained employees and staff on the booking tool, Business Travel Solutions (on-line booking

product).

• Established and maintained high-level vendor relationships

• Managed daily call center operations, exceeding call quality responsiveness over 97%

• Managed group/meeting department: Contract negotiations/Billings/Marketing/Meeting card program – on-site

management

• Analyzed cost center reports and evaluated major cost drivers; saved department an average of $10,000 per month

in

staffing while maintaining a rating of over 92% call center customer satisfaction

• Designed, implemented, and tracked a very successful customer service program

• Formulated a business plan, insured the success of the travel department for six plus years

EDUCATION KELLER GRADUATE SCHOOL OF MANAGEMENT, Orland Park, IL

Degree: M. B. A. Emphasis: Business Administration

WESTERN ILLINOIS UNIVERSITY, Macomb, IL

Degree: B. A.

Major: Mass Communication Emphasis: Public Relations/Office Management

Minor: Journalism/Administrative

SKILLS MSOffice 2003, SALESFORCE.COM (customer relationship management software), NetSuite & Lotus

Notes

INVOLVEMENTS ARMA International, SAMA (Strategic Account Management Association), NASP (National Association of

Sales Professionals)

COMMUNITY SERVICE Volunteer/Chicago Food Depository & Walk for Breast Cancer

BUSINESS GROWTH & DEVELOPMENT

Developed, organized and implemented small business development workshops in partnership with

Enterprise Development Group.

Contact this candidate