Customer Service Manager

WENDY DICKERMAN

***** *. ****** **** ******: 480-***-****

Scottsdale, AZ 85262 Email: **************@*******.***

SUMMARY

Extensive and diverse global senior management experience (20+ yrs) in customer/client support operations, customer

service, product development, business process and project/program management. Proven startup and turnaround

expert in wireless telecom, internet, software, financial institution and manufacturing industries. Recognized as a

strong leader with high, customer-focused standards and powerful drive to effect change in quality and profitability

optimization, customer and employee satisfaction and loyalty. Specialty in managing:

• Customer/Client Support Operations • Program Management Office (PMO)

• Tactical and Strategic Planning • Product Development/Management

• Process Re- • Vendor/3rd Party and Outsource Management

engineering/Improvement

• P&L Management • Global/India Business Support Model

SELECTED CAREER ACCOMPLISHMENTS

• Led comprehensive reengineering and process improvement cycle. Reduced 500 customer care reps as

organization moved to large national organization supporting four million customers and 8000 customer service

representatives. Realized $1M cost savings and 5-10% vendor quality and service level improvement.

• Developed, built, restructured, and improved customer service organizations that focused on service delivery, cost

efficiencies, customer and employee satisfaction. Increased overall customer satisfaction up to 50%, service levels

50% and customers’ likeliness to refer by 33%. Improved profitability and process optimization within global

multi-site and multi-support channel organizations.

• Developed and implemented customer care PMO and business process model incorporating cross-functional team

concept and best practice methodology. Increased service level response time 50%, issue resolution 50%, billing

accuracy 15%, credit issue 50%.

• Spearheaded product development lifecycle and customer-centric approach with focus on customer experience,

behavior, satisfaction, and lifetime value. Championed ‘voice of the customer’ in all business decisions, effecting

customer satisfaction and employee engagement.

• Increased product development’s speed to market, leading the development and implementation of new product

development process. Successfully moved focus from IT-driven to Marketing-driven product development

lifecycle standards.

• Performed as strategic consultative contributor within the customer service community for various organizations

and business initiatives pertaining to best business practices and technological solutions. Served on Board of

various industry organizations such as NW Call Center Professionals/Help Desk Northwest and Talisma CAB

PROFESSIONAL EXPERIENCE

FireSky, wholly-owned subsidiary of Cheyenne Mountain Entertainment, Mesa, AZ 2008-present

Director, Customer Care

Developed, implemented and managed customer support strategy and operational organization for start-up online

video game publishing and development organization, supporting the development efforts of four studios in

partnership with MGM Studio. Provided customer management strategic and tactical leadership for the vision and

implementation plans of the publishing department.

eFUNDS CORPORATION, Scottsdale. AZ 2006-2007

Director, Customer Care U.S/.Canada., Global Service Delivery Operations

Supported key financial institution clients and consumers with respect to electronic funds transfer, employee benefits

transfer, prepaid gift and payroll card support and fraud case management support. Developed organizational

infrastructure, system and process improvement that improved customer/client satisfaction, met service level

agreements, KPIs, and improved revenue growth across the end-to-end customer experience. Managed team of 300-

500 customer service reps across four sites, reported to Senior Global Vice President.

CLASSMATES ONLINE, Renton, WA 2001-2006

Vice President of Member Care

Participated as member of executive team and was direct contributor to strategy and resulted profitability. Directed

development and execution of customer-focus corporate value, customer support strategy, department goals and

objectives, reporting and analysis. Reported to CEO.

T-MOBILE, Bellevue, WA 2000-2001

Director of Customer Care, Strategic Operations

Developed and directed functional areas supporting 8000 customer service representatives during acquisition cycle,

met corporate retention objective by effectively implementing and supporting nine call centers and four outsourcers.

Developed and managed staff of Business Process, Product Development, Outsource Management and Program

Management Office.

MARCONI CORPORATION (Formally MSI/Metapath Software Intl.), Bellevue, WA 1999-2000

Product Manager

Directed life cycle of service-provisioning product, provided software solutions to major wireless telecommunication

carriers. Developed and managed marketing and business development efforts. Successfully expanded product into

international space. Increased internal and external functional standards, sales distribution strategies, competitive

pricing and promotional activities.

SPRINT PCS, Kansas City, MO 1997-1999

Affiliate Implementation Program Manager, Business Development (1998-1999)

Lead cross-functional, affiliate and corporate enterprise groups, successfully implementing network launches on-time

with reduction of critical path risks.

Business Analyst/Business Processes, Customer Care (1997-1998)

Held full accountability for various business process functions and product development efforts, to include:

affiliate implementation, prepaid, roaming, wireless data, system conversions, service provisioning, B2B, and trouble

management. Represented Customer Care’s business process and system integration on enterprise cross-functional

product development teams. Developed process and created method and procedure documentation for on-line

knowledge tool, enhanced tool’s mapping materials, co-authored educational developer’s curriculum and conducted

train-the-trainer sessions. Managed outsource vendor selection process through day-to-day vendor operations

management.

ADDITIONAL PROFESSIONAL EXPERIENCE

TRAVELPRO, Customer Service Manager

ALFRED D'ANGELO, Customer Service Manager

BOCA RESEARCH INC., Sales and Marketing Manager

INTEL CORP., Customer Service Specialist

EDUCATION

M.B.A., Nova Southeastern University, Ft. Lauderdale, FL, Dean’s list recipient

B.A., Liberal Arts, Goddard College, Plainfield, VT

Alumni, Institute for Generative Leadership

BOARD MEMBERSHIP

Northwest Call Center Professionals and Help Desk Northwest, VP Business Strategy: 2003-2006

Talisma Corporation Customer Global Advisory, Board Member: 2003-2006

Seattle Knowledge Management Users Group 2005-2006

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