Customer Service Manager
Resume:
Deborah A. Visus
Park Ridge, IL 60068
********@*******.***
QUALIFICATIONS
Consummate professional and leader with fifteen years of comprehensive customer and client service
experience developing delivery models and best practices. Possesses strong business acumen
including: financial management, recruitment and retention, training, quality assessment, process
improvement and operational leadership. Possesses in depth knowledge of business process
outsourcing and provider relations. Coaches and develops talent for success. Leads by example
and works collaboratively to attain superior business results. Exhibits grace under pressure.
COMPETENCIES
Best Practices Financial Management
Client Trusted Partnership Organizational Relationship Building
Communications Skills Process Improvement
Customer Contact Technologies Strategic Planning
PROFESSIONAL EXPERIENCE
Wheels, Inc. 2007-2008
Director, Client and Driver Services
• Provided operational, quality and service leadership for $2B privately held financial fleet management
company. Ensured 330 national accounts received “best in class” customer service. Responsible for
team of 37 account executives and 75 customer service professionals; managed five direct reports.
• Orchestrated quarterly account reviews to discuss client and driver service satisfaction survey results.
Identified operational and business expansion opportunities.
• Developed “voice of the customer” strategy, corresponding contact center channel requirements and
financial ROI. Identified future state requirements, developed blueprint and partnered with IT to
develop multi-year implementation plan.
• Led cross-functional product review meetings to identify alternative delivery methodologies to enhance
product utilization and satisfaction.
Hudson Highland Group 2007-2007
Director, Recruitment Project Management Office
• Developed Recruitment Process Outsourcing project plans, delivery models and best practices for
Fortune 500 clients.
• Provided targeted consulting to advance client relationships. Ensured successful implementation of all
contracted services.
• Partnered with sales to secure new business and expand existing client contracts.
• Implemented bilingual Peopleclick Applicant Tracking Software. Determined system and end user
requirements. Created project plans, process flows and documentation. Scheduled weekly internal and
client project review meetings. Managed ISO certification process.
• Recruited, hired and managed five project managers and ten supporting recruiters in the United States
and Canada. Led four simultaneous large-scale projects.
Deborah A. Visus Page 2
Affiliated Computer Services 2005-2006
Global Executive Managing Director, Contact Centers and Workforce Administration
Portfolio Director, Human Resources Customer Care
• Provided overall human resource outsourcing leadership for operational and service line functions
including: global operations, service delivery, solution architecture, implementation, portfolio
management and new product development.
• Ensured quality service delivery for 128 benefits and human resource outsourcing clients. Responsible
for ongoing delivery of three on-shore, one near-shore and five off-shore centers. Responsible for site
location and growth strategy. Managed six customer care operational leaders.
• Developed and coached four implementation leaders responsible for RFP solution architecture, pricing,
due diligence and blueprinting. Ensured successful implementation of transitional and transformational
delivery models.
• Served as business development lead. Determined contact service center selling strategy. Developed
product offering delivery model for in-scope, optional and out-of-scope services.
Hewitt Associates 1995-2005
Regional Customer Service Vice President, HR Outsourcing
Business Group Customer Service Practice Leader, HR Outsourcing
Customer Service Cluster Manager, Benefits
• Provided customer service, operational and technical leadership for all Lincolnshire based call centers.
Responsible for financial management, revenue results, client profitability and overall team productivity.
• Ensured quality service delivery for 85 Fortune 500 clients billing $500M annually. Committed to quality,
continuous improvement, customer and client satisfaction.
• Developed and coached ten senior leaders responsible for customer service delivery, call center
productivity, budgeting, compensation equity and associate retention and engagement.
• Managed annual compensation budget of $55M. Responsible for staffing, succession and capacity
planning for 2,000 exempt and nonexempt customer service associates. Developed North American
centralized operations and annual enrollment service delivery models to ensure resource maximization,
operational efficiencies, cost reductions and improved quality.
• Achieved year over year productivity gains in excess of 10%. Realized $17M in cost reductions within a
four-year period. Improved overall customer satisfaction by 3% annually. Served as line of business
client developer responsible for the continued retention and growth of core and lead services.
• Developed customer service selling strategies, product service solutions and recommended pricing.
Worked with leadership to identify and target client sales opportunities. Demonstrated success
consulting with executive client contacts. Promoted to Managing Partner in 2001.
• Sponsored numerous practice initiatives. Developed customer service pay for performance and
rewards program. Program resulted in increased attraction and retention of service center
representatives. Achieved ROI goals within a twelve months time frame.
• Led cross-functional project team to develop requirements for enterprise-wide HR talent management
tool. Responsible for the successful development, implementation and deployment of the tool within an
accelerated twelve-month time frame. Served on Total Pay Redesign, Client Prospect Site Visit
Experience Redesign and Desktop of the Future core teams.
• Developed call center delivery model for defined benefit, defined contribution and health and welfare
service. Developed content for CRM tools including call guides and standard operational procedures.
Developed training materials.
Deborah A. Visus Page 3
Sprint 1989-1994
National Account Branch Customer Service Manager
National Account Consultant
• Served as Branch Customer Service Manager for Sprint’s largest national account. Account generated
$168M in annual revenues. Managed a team of ten account consultants and two network engineers
located in five cities. Worked with Sales Director to develop client strategies, sales targets and service
objectives.
• Ensured successful implementation of all voice and data projects. Approved all out-of-scope product
service requests and presented business case to internal technical and opportunity review boards.
• Performed monthly client contract and divisional service reviews to ensure service level agreement
compliance. Identified and implemented process improvements as required.
• Developed network design and pricing proposals.
• Managed all implementation activities. Determined resource requirements and developed overall
project plans. Led all internal and client status meetings. Provided on-site implementation and on-going
service support. Ensured successful implementation of all projects.
• Received President’s Club Award in 1990 for increasing client revenue targets by 200%.
Information Communications Systems, Inc. 1987-1989
Senior Telecommunications Analyst
• Employed by a division of Carson Pirie, Scott and Company. Served as implementation manger for all
System 85 PBX telephone system installations. Coordinated all move, add and change orders of
hardware and circuits with appropriate vendors. Responsible for all programming and system
maintenance. Coordinated all repairs and system upgrades. Managed five message center and voice
mail supporting staff.
Chicago Mercantile Exchange 1983-1987
Telecommunications Operations Supervisor
• Served as a member of a five-person project team assigned to relocate all trading floor
telecommunications services to a new building location. Coordinated the movement of all services with
carriers to ensure successful “hot-cut” implementation. Project designated in 1983 as largest in Illinois
Bell history. Developed database to track inventory for 6,000 circuits and 2,000 telephones. Supervised
all trading floor telecommunication activities and managed a staff of seven.
EDUCATION
North Park College, Chicago, Illinois.
Bachelor of Arts Degree, Major English, Secondary Education Certificate, Graduated with Honors.
Additional graduate course work in business administration and education.
North Park College, Chicago, Illinois.
Graduate course work, Masters Business Administration.
Concordia, University, River Forest, Illinois.
Graduate course work, Masters Secondary Education
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