Customer Service Project Manager

K ARLIN M . S MITH

**** ********* *** ***** ******, Ohio 43035 Home: 740-***-**** Mobile: 614-***-**** ********@*****.***

MANAGEMENT PROFESSIONAL

Detail-Oriented Project Manager Client and Service Advocate Motivational Team Leader

Enthusiastic, results-driven manager with proven success championing continuous improvement initiatives;

driving achievement of aggressive performance goals; and increasing efficiencies, productivity, and company

profitability. Collaborate with internal and client-side teams to optimize service and support, proactively

resolve concerns, and surpass service-level agreement compliance. Excel in fast-paced, challenging

environments requiring a highly organized, detail-oriented, and goal-driven approach. Successful in

empowering employees, elevating accountability, and fostering productive relationships. Technically proficient

in MS Office, IEX, Centre Vu-CMS, Magellan-CMS, Visio, and Kronos applications. Additional skills include:

Recruitment & Retention Training & Development

Performance Improvement Annual Performance Reviews

Policy & Procedure Implementation Management & Performance Reporting

Customer Service & Problem Resolution Client Advocacy & Service-Level Compliance

PROFESSIONAL EXPERIENCE

AMERICAN RED CROSS, Columbus, Ohio

Donor Recruitment Supervisor (2002-Present)

Accountable for leading a 25-person team in achieving aggressive donor recruitment goals through call center

and fixed-site operations. Develop collection calendars and oversee the execution of recruitment programs to

reengage established donors. Serve as an in-house resource to staff and volunteers, resolving logistical and

human resources issues on a daily basis. Intervene to thwart scheduling errors, maximize donor satisfaction,

and optimize employee and donor retention rates. Recruit, train, and mentor employees to ensure

understanding of the American Red Cross mission, messaging and recruitment strategies, and providing

optimal customer service. Interpret and implement standard operating procedures to ensure compliance.

Challenges: (1) Restructure and formalize processes and procedures through comprehensive review of existing

infrastructure and identification of opportunities for improvement; (2) Establish training protocols and performance

benchmarks, including quality monitoring, to foster a sense of empowerment and accountability; (3) Increase operational

efficiencies and decrease costs by taking advantage of natural attrition and more selective hiring practices.

Recognized with the “Going the Extra Mile” award for exceeding production goals, in addition to

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receiving “Circle of Excellence” and “Team of the Month” honors on numerous occasions.

Spearheaded the development of a new Apheresis program and recruitment procedures targeting a

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subset of donors pre-qualified for this specialized and time-consuming donation. Results included:

Increasing the donor base by 100% and achieving 120% of monthly donation goals;

Becoming an “Exporting Region” as one of the leading regions for this type of collection;

Establishing the benchmark system now being implemented in other regions.

Played a key role in the review, selection, and implementation of a predictive dialer system,

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generating astounding gains in efficiency, productivity, and return on investment. Results included:

Positive ROI of 105% gained through automation of processes and decreased staffing needs;

Average increase in agent efficiency of 20% when comparing pre- and post-implementation;

Opportunity to increase business, resulting in the need for additional employees.

Effectively manage multiple projects simultaneously, proactively identify and correct concerns, and

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drive attainment of collection goals in an organized, detail-oriented, and enthusiastic manner.

KARLIN M. SMITH – PAGE TWO Home: 740-***-**** Mobile: 614-***-**** ********@*****.***

PROFESSIONAL EXPERIENCE – CONTINUED

SAFELITE GLASS CORPORATION, Columbus, Ohio – Call Center Supervisor (2001-2002)

SUBMITORDER.COM, Dublin, Ohio – Customer Response Manager (2000-2001)

CVS PROCARE DIRECT, Hilliard, Ohio – Patient Services Supervisor (1999-2000)

Oversaw a permanent team of up to 50 employees in providing exceptional service to customers, ensuring

achievement of performance goals in a fast-paced and time-critical environment. Managed entire workflow,

reviewed key performance indicators, and monitored quality to attain service-level agreement compliance.

Facilitated monthly team meetings to discuss issues, relay standards, and praise successes. Trained new team

members on departmental standards, company procedures, and technology applications.

Maintained open communications with employees to promote an environment of empowerment and

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accountability, offering coaching and training to improve individual and team metrics.

Served as point person in resolving escalations, providing thorough review of issues, identification of

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root causes, and development of mutually agreeable resolution strategies.

Promoted within 7 months of hire with SubmitOrder.com to a role requiring leadership of more than

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100 team members and 10 leads during peak seasonal demand.

DELOITTE & TOUCHE LLP, Columbus, Ohio

Health Care Consultant (1998-1999)

Audited hospital records to ensure compliance with regulatory mandates and identified opportunities to

improve coding completeness and accuracy.

Independently managed the audit process, solicited cooperation from in-house team members to

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gather required data, and produced detailed reports for management review.

Additional experience with Big Bear Stores as a Pharmacy Technician.

ACADEMIC BACKGROUND

THE OHIO STATE UNIVERSITY, Columbus, Ohio

Bachelor of Science in Allied Medicine (1998)

Specialization in Health Information Management & Systems

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