Service Manager
Resume:
Susan J. Hoekstra, CMA
*********@*********.***
http://www.linkedin.com/in/susanhoekstra 41 Plane Street, Midland Park, NJ 07432
PROFESSIONAL EXPERIENCE
MULTI-INDUSTRY SERVICE STRATEGY and FINANCIAL ANALYSIS EXPERT, AUTHOR, PRESENTER
Proven history developing strategy and tactics that enhance the experience of clients, shareholders and employees, in
ever-changing, cross-functional and matrixed environments.
Expertise in service strategy, service training, presentations, service recognition programs, service surveys, contact
center Client Relationship Management (CRM) Technologies, financial analysis, budgets and analysis
2009 – Present Susan Hoekstra and Associates, Service Strategy Company
PRESIDENT / OWNER, Service Strategy Consulting Company
Develops strategic service programs and solutions to facilitate a great client experience. Standardizes the
service experience, develops and delivers customized service training, presentations, internal and external
service measurements, communications, and service recognition programs.
2009 THE SERVICE JOURNEY
AUTHOR
Wrote and published service strategy book to help business leaders develop and implement a service strategy
for their business.
Created website to support book and consulting business: TheServiceJourney.com
2001 – 2009 UBS Wealth Management Americas - $5 billion Financial Services Firm
VICE PRESIDENT – Service Strategy and Collaboration, Service Excellence
Developed service strategy and implemented major service initiatives to support that strategy: service
standards, service training, internal and external service measurements, communications, service recognition
programs, and bench-marking.
Realized increase in overall satisfaction of service delivered by home office departments, and 50+ contact
centers to branch offices; double-digit increase in satisfaction of 400 + branch employees to external
clients.
Drove service component through quality, training, contact management, H/R and telecom to ensure
internalization and maximization of a long-term service culture.
2000 – 2001 WaveTEK Consulting Group, Process Improvement Consulting Company
PRESIDENT / CO-OWNER
Optimized contact center clients’ experience with CRM technology optimization: Geotel, IVR, skill-based
routing, E-mail management systems, computer based training, scheduling systems, scheduling, staffing,
budgeting, forecasting, incentives, and phone bill audits.
Increased client’s employees’ productivity by introducing skills-based routing.
1991 – 2000 Cendant Corp. - $5.2 billion Franchisee and Member Services Company
VICE PRESIDENT - Budget & Analysis Operational Efficiencies
CORPORATE DIRECTOR – B &A Contact Centers & Telecom
Supervised 50 world-wide contact centers’ budgets and analysis, bench-marking, efficiencies, site strategy and
workforce management; directly managed eight director-level executives. Reported to EVP of Contact
Centers.
Captured contact center savings as a result of newly implemented technology in excess of $3M annually.
Supervised development and implementation of centralized audits, and automation of telecom payment
procedures for $100M + in phone bills, resulting in savings in excess of $8M.
Led teams that standardized contact center definitions, reports and scheduling, and forecasting.
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Susan J. Hoekstra, CMA
*********@*********.***
41 Plane Street, Midland Park, NJ 07432
http://www.linkedin.com/in/susanhoekstra
DIRECTOR FINANCIAL ANALYSIS
Directly supervised newly created department with staff of eight; reported to SVP of Marketing. Developed
internal marketing and corporate analysis.
Automated performance reports, leading to increased efficiency and accuracy.
Developed algorithm that produced optimal marketing mix and a 10 - 30% lift in marketable names.
DIRECTOR CORPORATE FINANCIAL SERVICES
MANAGER CORPORATE FINANCIAL SERVICES
Managed cash, stock purchase and stock option plans, payroll, workers’ comp, cash investments, forecasts,
unemployment and commercial insurance; directly supervised staff of seven. Reported to SR VP-Controller.
Overhauled the cash management system, resulting in $320k annual savings.
Researched, selected, automated and implemented a stock option for 1,600 employees and a stock
purchase plan system for all employees in the firm.
1988 – 1991 Rowe International Inc. - $100 million manufacturing company
MANAGER - FINANCE
FINANCIAL ANALYST
Managed cash, forecasts, budgets, debt management; ensured compliance with $100 M debt covenant.
Supervised staff of two. Reported to CFO.
1985 – 1988 Wild Leitz USA, Inc. - $70 million microscope distribution company
SENIOR ACCOUNTANT
STAFF ACCOUNTANT
ACCOUNTS RECEIVABLE CLERK
Maintained the general ledger; prepared budgets, forecasts, journal entries, account analysis, financial
statements and year-end reports. Reported to Controller.
Coordinated the merge of E. Leitz, Inc. and Wild Heerbrugg Instrument, Inc.’s financial records.
EDUCATION and PROFESSIONAL DEVELOPMENT
MBA CORPORATE FINANCE
Pace University, Lubin Graduate School of Business, White Plains, NJ
BA, ACCOUNTING
William Paterson College, Wayne, NJ
BA, BUSINESS ADMINISTRATION, ECONOMICS MINOR
William Paterson College, Wayne, NJ
CERTIFIED MANAGEMENT ACCOUNTANT, IMA
EFFECTIVE EXECUTIVE PRESENTATIONS, AMA
COMPUTER SKILLS
MICROSOFT OFFICE
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