Manager

Nancy Hlosek

Ohio ***** Cell

abo4ag@r.postjobfree.com

PROFESSIONAL PROFILE

Manager and Leader with the proven ability to manage and develop global diverse teams in performance management, compensations, goal setting, training, development planning and ability to integrate and execute innovative business solutions. Possess excellent interpersonal, leadership and communication skills, combined with a proactive, positive and motivational customer service attitude. Proven experience managing teams in the Manufacturing, Medical Diagnostic Imaging, Medical Insurance/billing, Retail industries. Lean Initiatives and Green Belt trained.

PROFESSIONAL EXPERIENCE

Rockwell Automation, Mayfield Village, Ohio 44143

Manager, Customer Care, October 2005 - June 2009

Managed a Global Customer Contact Center providing sales and services in support of the Field Labor, Plant Services, Product Order and Technical Support organizations. Directly managed a team of four supervisors, 100+ indirect employees operating in

a 24 x 7 x 365 high call volume fast paced business environment with very low turnover. Lead, prioritize, schedule, and delegate work and improve performance to ensure timely and cost effective completion of sales and service support. Motivate and elevate the performance of the team to achieve targets of defined performance metrics, driving process efficiency and controlling costs. Directly addressed critical customer facing activities increasing favorable ratings by our customers in a twice per year Customer Loyalty survey.

Implemented SAP- Customer Relationship Management (CRM) business system into the Customer Contact Center, Field Labor, Contract Administration, Billing/Editing teams with the first launch released in August 2008. Managed and prepared the team thru all elements of Change Management and On-Line Training" sessions for transition to the SAP CRM system. Directed the training team, activities, and training format to ensure the contact center team obtained the required knowledge transfer. Created Contests, Word Puzzles, and Word Search activities integrating them into the training format to reinforce the newly learned material.

Implemented "Tiered "contact customer service team structure, creating an In-bound Customer and Out-bound Field " team streamlining processes to establish metrics outlined in business Service Level Agreements driving process efficiency and controlling costs. Improved " Key Performance Indicator (KPI) Metrics; Service Level metric improved over 25% with a 5-7% decrease in Caller Abandon rate and team morale focused on delivering outstanding performance.

Designed and implemented a "Triage" process collaborating contact center teams with Field Labor and Technical support teams to provide immediate technical support to end user customers experiencing "critical down situations" as they occur improving customers uptime, overall response and customer intimacy.

Managed corporate chain supply management team of 12, responsible for negotiating, acquiring, forecasting, purchasing parts to support product lines globally.

Collaborated with Headquarters Competency Team developing a "Mini Rockwell Automation Product Knowledge" training sessions for the US customer contact team members, expanding knowledge to global contact team members via video teleconferencing and learning cd's.

Implemented a "Virtual Learning Training Center" utilizing existing conference room and office hardware equipment incurring no additional start up costs. Usage designed for the customer contact team to conduct on-line position required training courses, Quality Training courses and video's to strengthen the team members customer service soft skills.

Designed a Delivering Outstanding Performance Scorecards" for the customer contact center and team lead personnel. Monthly metrics scorecards designed to provide team with clear objectives and current performance, recognizing metrics surpassed, met or needing improvement month over month. Scorecards utilized for yearly performance/development reviews and merit compensation.

Designed a Reward and Recognition Program, Caught in the Act" recognizing representatives who have provided excellent customer service. Expanded the corporate Capture the Moment Awards encouraging management team to recognize individual and team performance. Developed "Team Scoreboards " to visually display individual and team metrics, goals met and goals requiring focus. Developed a "Focusing on Customer Service" recognition board to display internal/external letters of recognition, Capture the Moment awards received by the contact center team.

Data Vantage Corporation, Solon Ohio

Manager of Corporate key business accounts for the worldwide leader and designer of customized point of sales software. Monitored key accounts systems performance, coordinated internal help desk technical support members with customer front line team members during point of sales service interruptions or operational issues. Communicated and touched base daily with Corporate Key Account representatives reviewing operational and system performance of point of sale software.

Philips Medical Systems, Mayfield Village, Ohio

February 1983 - October 2003

Operations Manager, Global Contract Administration Manager, Global Call Center Manager, Trainer and Lead Representative for the Service Division; Customer Service, Field and Customer Parts Ordering, Chain Supply Management, Parts Identifications, Asset Management. Philips Medical Systems is a global provider of Diagnostic Imaging Systems; MRI, CAT SCAN, Nuclear, X-ray, Angiography, Ultrasound and Patient Monitoring Systems.

Operations Manager, January 1998 - October 2003

Managed a Database Administration group of 8 employees responsible to maintaining the Corporate Data Base System, consisting of 70,000 + Customer Master Records, Customer equipment Configurations and FDA (Food & Drug Administration) serialized traceable components. Worked closely with the Quality Department to maintain quality procedure SOP documents. Managed a team of professional responsible for managing Proprietary and Non-Proprietary documents interfacing with corporate legal counsel..

Implemented BAAN ERP system and all new business acquisitions, Tactical Resource Centers into the Global Service Division. Streamlined business processes for the Service Divisions; Systems Administration, Call Center Field Operations groups.

Developed and Implemented Quality ISO procedures/flow charts for Global Service Division contact centers in compliance with FDA regulations.

Implemented Global Parts Ordering processes in collaboration with international German team responsible for supporting all of the European markets.

Directed project and team members responsible for correcting over 200,000 + global database records collaborating with international team member within targeted goals. Team was Awarded Philips Medical Systems "Management Award".

Managed and directed Corporate Audit Project for the U.S. and Canada for all five Philips Medical Systems locations company equipment to ensure compliance with FDA requirements. Key Team member in the Certification process of ISO 9000-2000 Quality Systems into the Service Division and was Awarded Quality Driven Leadership Quality Champion Award.

Implemented New Ameri-Tech Telephone and Voice Mail Systems into Global Service division; Customer Contact Center, Field Service.

Directed and Implemented On-Line BAAN Stabilization project to trace Capital Equipment globally at time of inception into Manufacturing, tracing all serialized FDA modules for the Corporate Product Locator and modality department FDA audits.

Directed the development and implementation of Global Parts Ordering into the Call Center supporting Field Personnel, Medical Institutions and outside Service Dealerships ; US, Germany, France, Europe, Sweden. Awarded prestigious Customer Service Excellence Award.

Designed & Implemented a Call & Messaging (CAMS) process with the Computer Information System, Call Center and Corporate Paging Vendor reducing In-Bound calls into the Call Center by 35%. Awarded Picker Management Award.

Hired and trained new hires/temporary personnel and newly acquired service division business/Field Service organization in Standard Operating Procedures (SOP) ensuring professional service and compliance with business Quality goals and requirements.

Service Division team member collaborating to merge data from BAAN Enterprise Resource Planning (ERP) to SAP ERP with the global acquisition of Picker International by Philips Medical Systems. Team entered corporate quality event and received First Place Honorable Award for the team's efforts transitioning customer data smoothly within two operating systems.

Contract Administration Manager, Data Base and Help Desk - January 1990 - January 1998

Managed twenty three employees directly responsible for processing high tech critical parts and inventories supporting the Field Service Organization & Major Medical Institutions.

Managed four employees responsible for processing Global Parts Identification requests for the Field and Independent Service Organizations. Managed two employees responsible for handling two In-bound Help Desks: Remote Field Link & Critical Call Update. Managed Planning, Budgets, Forecasting.

Managed Teams, Work Flows, Call Flows, Methodologies, Process Improvements. Managed In-bound Help Desk supporting Technical Field Service Personnel. Directed all phases of Personnel Management, Performance Management, and Team members' professional growth. Authored & Implemented Global Parts ordering processes quality procedures & workflows.

Call Center Manager, June 1985 - January 1990

Managed a Global Call Center Operation (24 x 7x 365) providing leadership for 65 multi-functional, multi language personnel,

team leaders and training personnel in Field Service, Parts Ordering, Chain Supply Management, Parts Identifications, Asset Management. Performance Management, Goal Setting, Total Quality Management, ISO 9000 .

Managed Cellular Telephones, Pagers and Contracts supporting 1,500 Field Service. Managed Radio Page America Paging Vendor and all contract negotiations. Developed Quality Procedures & Flow Charts, Performance Measurements.

Developed Tactical Resource Centers for multiple modalities Technical Service Engineering.

Directed & Managed Call Center relocation, renovation projects.

Lead Customer Service Representative, January 1985 - June 1985

Directly responsible for maintaining a 24 x 7 x 365 organization, scheduling of the Call Center team supporting the US Field Service Organization and Customer Parts Sales Center.

Acted as first point of contact for assistance and escalation issues. Reported on a daily basis all customer sensitive critical down situations to corporate and field management. Managed personnel records; vacation, holidays, and time away from work. Managed training classes/programs, authored standard operating procedures.

Customer Support Representative, February 1983 - January 1985

Responsible for interfacing with clients and technicians on all facets of sales and service

Expedite orders and resolve customer/field inquiries. Initiate customer calls to access satisfaction. Perform data entry. Initiate contact with Field personnel and Field management with escalations in support of customer service requests. Maintain field personnel files; address, telephone contact numbers and field on call schedules, managed telecommunications accounts with vendors in support of pager and cellular hardware.

Metro Medical Laboratory Bedford, Ohio

Office Manager, June 1980 - January 1983

Managed three billing administrators responsible for processing incoming billing invoices supporting laboratory tests with various insurance providers, Medicare and Medicaid. Managed accounts receivable/payables and weekly audit reports.

Billing Administrator

Directly responsible for processing incoming invoices generating billing directly with Medicaid, Medicare and various insurance providers. Daily volume 125-150 claim forms p/day. Experienced in Medical Terminology and Medical Insurance billing/coding.

EDUCATION

Bedford High School

Dyke Community College

Lakeland Community College - Business Management

Green Belt Trained

Lean Initiative Trained

Picker International - Management Institute

Course Description:

Quality Driven Leadership, Problem Solving, Managing Personnel, Managing Conflict Management, Continuous Quality Improvement Process, Time Management, Product Knowledge, CIRRUS Team & BAAN ENTERPRISE RESOURCE PLANNING (ERP) Courses, SAP CRM, M/S Office, Excel & Word, SIM400, Forth Shift. Nortel Symposium Call Center Training

Additional Skills: Cuyahoga Savings Bank Teller, Insurance Medical Billing Specialist, Office Manager, Marketing and Merchandising, Accounts Payable/Receivables, Purchasing. Medical Terminology, Medical Insurance Billing / Coding.

Professional groups: WEB Women's Empowerment Board.

PERSONAL REFERENCES:

Mr. Ted Dust

Vice President, Philips Medical Systems Service Division

Mr. George Sanders

Supervisor, Contact Center Rockwell Automation

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