Customer Service Sales
Resume:
Kathleen J. Dunn
******@*******.***
Lawrenceville, NJ 08648
Position Desired: A Call Center/Operations Executive Position where I
can use my extensive experience in Leadership, Mentoring,
Hiring, Recruiting and Inspiring Quality Talent. 20+ years
Executive Leadership Experience. 15+ years of Training and
Serving as a Speaker on Customer and Patient Relationship
Skills and Leadership Management. 20+ years of Sales
Support Experience.
Experience 2002-Present Bristol-Myers Squibb Skillman, NJ
Director, Global Field Sales Service Center
. Responsible for the leadership, direction and strategy
to improve processes, costs and productivity of the
Global Field Sales Call Center
. Responsible for directing a management team that
supervises a 24/7 Global Client Service Center that
responds to the needs of 7,000+ Field Sales
Representatives
. Direct a management team of 10 who are responsible for
100+ sales field analysts and consultants Globally
. Responsible for initiating "Work at Home" Pilot Program
(extremely successful)
. Responsible for a cost savings of $750,000 by
consolidating all Sales Support
. Responsible for reducing call wait times by 30% by
implementing a password reset desk
. Proven Leadership Skills, extremely successful at
obtaining results by identifying, retaining and
rewarding talent, creation of succession planning and
mentor program
. Responsible for creating and presenting, Customer
Service, Leadership and Professionalism in the Workplace
Training Programs globally
. Collaborates with SAP, DTS, CAA and ESC on global
projects and initiatives
. Instrumental in the creation of the Global Standard
Applications Help Desk
. Responsible for managing a 3.6M budget annually
. Responsible for creating SOP's, SOW's, contracts and
policies for Field Sales Support
. Presents valuable client data to senior management
regarding call activity across all sales desks globally
. Responsible for developing the strategy for critical
pilots/rollouts of all new applications and hardware
. Determine SLA's, forecast project resources and identify
and analyze trends and data
. Direct the vendor process, negotiate contracts
. Responsible for responding to the needs of all field
personnel to include, DBM's, HCM's, RBD's, and Area Vice
Presidents
. Responsible for collaborating with all areas of Global
Shared Services, Sales, SFA, FTS, Fleet, Samples, Legal,
Learning and Development and Marketing
. Responsible for the policies, direction and responses
relative to all support to include calls, email, voice
mail, palm pilots, wireless, CD's, websites, and all
Sales Field applications
. Responsible for partnering with all areas of the company
to meet company objectives and create and maintain
positive relationships
. Responsible for creating effective, measurable processes
to track data, trend information, create methodology to
decrease call volume and wait times
. Work with all areas of the Bristol Myers Squibb
organization globally to provide an outstanding support
center that serves all technical needs of the field
sales organization
. Responsible for creating and facilitating added value
Customer Service Training Programs to Field Sales
Organization as well as all areas within the Bristol
Myers Squibb Organization
. Results of educational programs are positive, long term
relationships with clients
Experience: 1988-2002 Bristol-Myers
Squibb Plainsboro, NJ
Associate Director, Global Customer Relations Center and
Customer
Alliance Training
Programs
. Responsible for all activities associated with a global
customer contact center that responds to approximately
300,000 inquiries annually
. Responsible for identifying improvements, technologies,
identifying productivity strategies and processes to
improve effectiveness in service provided as well as
policies and procedures
. Responsible for partnering with all areas of the company
to include the heads of the various sales organizations,
marketing management, information management, legal,
public affairs, learning and development, negotiate
contracts with external vendor
. Responsible for creating and managing the process
relative to Product Recalls and Withdrawals
. Responsible for Project Management, working with
marketing to develop strategies to support marketing
campaigns and consumer communications
. Responsible for the leadership and development of
5managers and 50+ service representatives and
consultants. Staff consists of Pharmacists and Nurses
. Extremely successful at training, managing, motivating,
rewarding and retaining high performers
. Developed reports to capture valuable statistical
information about Bristol Myers Squibb Customer,
volumes, categories, quality of service
. Responsible for gathering data and presenting to Senior
Management, Marketing Teams and Sales
. Responsible for overseeing the implementation of state
of the art technology to include consumer web site,
customized call center software, Automated Call
Distribution phone system and customized call tracking
software
. Developed this call center in 1988 from two inquiries
per day to a large scale call center of approximately
300,000 inquiries annually, received several promotions
based on success of department and increasing
responsibilities
. Responsible for traveling and training physicians,
nurses, pharmacists and all key customers of Bristol-
Myers Squibb on Customer Alliance Programs. Responsible
for writing and facilitating these workshops. Focus is
on Customer Service in the corporate/ healthcare
environment. Highly requested, very successful
internally and externally
Education: Florida Atlantic University Boca Raton, FL
. B.A., Communications
. Graduated with honors
Interests: Graduate of Dale Carnegie Public Speaking Program, Member of
SOCAP (Society for Consumer Affairs Professionals), Enjoy
traveling
Accomplishments:
. Recipient of the prestigious Bristol-Myers Squibb
President's Award, 1995, 1998, 2000, 2005
. Recipient of the Bristol Myers Squibb Outstanding
Contributor's Award
. Received the Bristol Myers Squibb prestigious Leadership
and Development Award
. Winner of the SOCAP (Society of Consumer Affairs
Professionals) "BEST CUSTOMER SERVICE PROGRAM", received
award from 1,000 entries
. Member of the Help Desk Institute
. Six Sigma Certified (Green Belt)
Contact this candidate