Customer Service Project Manager

Cheryl Vejvoda

Email: **********@********.***

Address: **** ******* ****

City: Spring Grove

State: IL

Zip: 60081

Country: USA

Phone: 847-***-****

Skill Level: Management

Salary Range: $85,000

Primary Skills/Experience:

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Educational Background:

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Job History / Details:

Cheryl Vejvoda

8419 Sundial Lane, Spring Grove, IL 60081 Cell: 847-***-**** : **********@********.***

Summary

Call Center/Customer Care Manager/Professional with in-depth experience managing and leading the people and technology required to deliver continually improving levels of customer service at successively lower costs. Seasoning in the Services, Distribution sector as well as the Automotive industry and with internal as well as external user groups. Expertise in the implementation and management of Automatic Call Distribution, Voice Response, Quality Measurement and Open Inquiry Tracking systems and technology. Additional skills in the design and implementation of training and reward/recognition programs shown to reduce employee turnover rates, improve morale and enhance customer service and loyalty. Bachelor of Arts-Psychology.

Experience

Client Care/Business Development Manager

February 2003 to December 2012

KNAUZ AUTO GROUP - Lake Bluff, IL

Knauz Auto Group is a family owned and operated luxury Auto Group serving Chicago and the North Shore area since 1934. Knauz has 6 high end franchises located in one Auto Park and an additional pre-owned operation at a separate location. Knauz operates on the belief of the 'Golden Rule'.

As the Client Care/Business Development Manager I managed a staff of up to 20 associates broken up into three different departments; supporting service, sales, and our centralized switchboard. I was responsible for directing all aspects involving the Call Center Operations. I implemented best practices and procedural manuals for each department. I executed initial and on-going training for call center customer service representatives to improve performance and customer satisfaction. Have a proven record of success in improving performance metrics, including assessing both employees and operations, recommending improvements and executing with results. Responsible for work force management for each department. I had a strong emphasis for coaching and motivating my staff to maintain morale while increasing performance and keeping turn over to a minimum. I actively used a hands-on approach in coaching and mentoring my teams. I worked closely with all departments and all franchises to assist in achieving company and manufacture's goals with the highest level of excellence. Set up, maintained, and programmed voice over IP phone system.

* Improved customer satisfaction scores for all franchises that I supported. The increase was substantial enough that two of them modeled their Business Development Centers across the country based on the processes and best practices I had implemented due to the quick and sustained improvement that they observed.

* Once again was able to motivate, mentor and recognize each of my team members to achieve virtually a "zero voluntary employee turnover rate". Over half of my team members had worked for me for almost 10 years.

Employee Services Manager

June 2001 to February 2003

W.W. GRAINGER - Lake Forest, IL

W.W. Grainger is the Nation's leading distributor of maintenance, repair and operating (MRO) supplies to businesses and institutions. The Company employs 15,000 people and delivers its products and services through a network of 450 branches located throughout the country.

As Employee Services Manager I managed a staff of up to 20 associates responsible for the delivery of superior call center service to employees, managers and supervisors as well as a variety of outside parties. Direct all aspects of Call Center operations including monitoring the timeliness and accuracy of day-to-day service level delivery, hiring, reviewing and coaching the staff, supervising the processing of transactions, selecting and managing outsourced services providers and developing and maintaining the Employee Services web site. Responsible for designing the Unit's organization structure and operational processes as well as for maintaining a high quality work environment within the center.

* Took the initiative to design, develop and implement an automated call tracking system which is projected to reduce call handling costs by $2 million/year (from $3 million to $1 million) by eliminating the initiation and processing of duplicate case files.

* Improved customer satisfaction score from 30% to 90% within two months of implementing a Service Rep

coaching program and reactivating a dormant quality monitoring system.

* Achieved a "zero voluntary employee turnover rate" by implementing a series of team building and employee recognition programs.

Call Center Manager

December 1995 to January 2001

HEWITT ASSOCIATES - Lincolnshire, IL

Hewitt is a major provider of employee benefits consulting and outsourcing services. The Company, which employs more than 10,000 people, services a client base consisting of companies in every size and industry demographic, including the Fortune 500.

As the Call Center Manager I managed a team of up to 30 Customer Service Representatives and Project Managers including planning and monitoring performance levels; coaching and developing the staff; determining compensation levels; developing staffing level projections and maintaining the succession plan. Developed and maintained key performance measures with an overall goal of improving service quality while reducing costs.

* Saved a substantial amount in annual expenses, without adversely impacting service delivery levels, by developing the plan, conducting the training and conducting communication with clients concerning the consolidation of nine individual client teams into one.

* Developed and implemented an employee-monitoring program which identified the training needs of each employee and assured that they were addressed. The program was eventually adopted as the Department wide standard.

Project Manager, Participant Services

January 1993 to December 1995

HEWITT ASSOCIATES - Lincolnshire, IL

As Project Manager I acted as the liaison between external customers and internal service delivery teams to insure that a clear understanding of client objectives was maintained on a continual basis. Responsibilities included working closely with customers and Service Representatives to design training programs and team-building initiatives to assure a high level of interactive communication and to strengthen customer/supplier relationships.

* Saved the Company more than $30,000 in year end processing costs by taking the initiative to work closely with the IT Department to streamline the data entry process.

Children and Family Counselor

May 1990 to January 1993

COMMUNITY YOUTH NETWORK - Lake Villa, IL

Community Youth Network is a comprehensive counseling center for Children and their families. Working closely with the Department of Children and Family Services, the court system, schools, and police departments.

As a counselor for children and families I worked under contract with state authorities to insure that qualifying beneficiaries received the services available to them under the law. Provided counseling services to individual children and their families while maintaining availability to law enforcement agencies, county offices, hospitals and client families on a 24 X 7 basis to provide crisis intervention services as needed.

Education

St. Mary's University1990

Winona, MN, USA

Psychology

Bachelor of Arts

West London Institute of Higher Education

London, England

Semester Abroad Program

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