Customer Service Manager

Maureen Rompot

*** **** *** ** * Swisher IA ***** * 319-***-****

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

Proven track record throughout career for being a visionary and creative

thinker, leveraging an in-depth knowledge of process development,

performance management, Lean Administration, exceptionally high quality

standards and continuous improvement to significantly increase quality of

deliverables and operational efficiencies.

Experience leading in a variety of production and service environments,

with the long term commitment of delivering superior performance.

[pic]

Key Strengths

? Strategic Operations Management ? Quality

Assurance

? Leadership Development

?Performance Management

? Process Analysis

? Lean Manufacturing

? Process Improvement ?

Customer Service

? Strategic Planning

? Project Management

? Labor & Budgeting Planning & Adherence

Director of Operations

June 2004 - Current YELL

Adworks Cedar Rapids, Iowa

. Responsible for timely and accurate production of Yellow Page

advertisements, as well as timely and accurate shipment of Yellow

Page books

. Establish and monitor performance expectations for each function,

continuously improve performance objectives as efficiencies are

gained

. Develop improved processes using Lean methodology

. Ensure continuous process improvement and quality excellence through

process evaluations, analysis of problematic areas and

. Implement employee development initiatives including professional

development and performance based recognition programs

. Implement quality monitoring processes which ensure ad approval

accuracy of 98% is consistently achieved

. Implement a process where quality of design is monitored to ensure

customer expectations are met

. Promoted from Assistant Operations Manager 11/06

Director of Administration

January 2002 - March 2004 Riverside

Distributors Iowa Falls, Iowa

. Responsible for performance of inbound sales, customer service,

technical support. Develop department expectations and ensure

adherence to those objectives.

. Implement customer satisfaction measurement process as well as

internal quality process. Improve customer ability to easily

purchase and return products, improve communication to customers, and

ensure services offered match customer needs.

. Support all Human Resource needs for 150+ employees

. Manage budgets for three departments, up to $1.5m annually

Senior Manager, Strategic Planning

January 2000 - February 2001 Sega of

America San Francisco, California

. Manage Sega technical support call center via outsourcing provider

. Manage launch of new products, ensure comprehensive support prepared

for each go-live program

. Develop cutting edge automated support programs and hint lines,

ensure maximum usage of live support agents

. Develop program which turned a technical support cost center into a

revenue stream

Senior Manager, Project Management

November 1999 - January 2000 MCI WorldCom

Cedar Rapids, Iowa

. Launch flagship technical support call center (Buffalo, NY)

. Responsible for nationwide support of new marketing programs

. Manage projects from inception to launch, manage multiple project

teams across multiple sites. Ensure consistent delivery and

adherence to programs as defined by marketing

. As a corporate trainer, develop training materials for variety of

programs and tasks

Contact this candidate