Customer Service Manager

AMY DISIMONE

**** ********* ******, **** *****, CA 90815 ~ 562-***-**** ~ *************@*****.***

SENIOR MANAGEMENT PROFESSIONAL

Driving unprecedented performance based on ROI

A strong, engaging leader with extensive executive management experience

Strong communication and relational skills to resolve conflict, gain alignment and improve morale

Ability to rapidly assimilate job requirements to achieve goals

Thrives in fast paced, collaborative work environments

Impacts profitability utilizing Six Sigma methodologies to deliver high quality service

Operations Management Vendor Relations Management Procurement & Purchasing

Org Development Client Services & Management Lean Process Re-engineering

PROFESSIONAL EXPERIENCE

SENIOR DIRECTOR, Lowers Risk Group, (LRG), Purcellville, VA ● April 2016 – present

Lead the strategic execution of operations, customer service and procurement across organizational lines

Lowered CPT 25% utilizing web based proprietary software with all suppliers

Eliminated relay processes decreasing lead times by 30%

Achieved $4M in cost savings integrating vendor network and through supplier negotiations

SENIOR CONSULTANT, AD Consulting, Long Beach, CA ● Jan 2015 – present

Advise and execute on projects by providing new ideas, unique concepts and simplified methods to solve complex challenges

Implemented management reporting and goals to track employee production

Streamlined procurement processes and procedures to ensure compliance

Triggered multimillion dollar revenues by filling product gaps

VICE PRESIDENT/GM

Automatic Data Processing, Inc., (ADP)

Business solution provider for over 80% of Fortune 500 companies

Computerized Vehicle Registration, Buena Park, CA ● April 2014 – Sept 2014

Chief leadership and management of vendors, operations, client service, and implementations

Automated warehouse processes and realigned inventory fulfillment; decreasing turn times by 25%

Increased operating profits by recognizing project services work

Decreased no starts by 8% and days to start by 10%

Screening and Selection Services, Fort Collins, CO ● Oct 2012 – Feb 2014

Chief leadership and P&L responsibility for $75M business unit

Increased client retention to 94%

Decreased COGS by over $1 million with smart shore and offshore projects for CS and Ops

Instituted formalized compliance program and remediated several compliance issues

AMY DISIMONE Page 2 *************@*****.***

SENIOR CONSULTANT

Compex Legal Services, Torrance, CA March 2012 – July 2012

One of the largest litigation and discovery support organizations in the US, servicing medical record inquiries

Combined production centers and created efficiencies increasing productivity by 30%

Standardized and documented repeatable processes increasing quality by 14%

Decreased abandoned call rate by 40%

Littler Mendelson, San Francisco, CA Jan 2012 - June 2012

The largest law firm in the US exclusively devoted to representing management in employment/labor law

Acted as a subject matter expert on industry best practices, processes and compliance for background screening companies who were in the midst of litigation

VICE PRESIDENT, Chief leadership of operations, supply chain, account management and implementations

Accurate Background, Inc., Lake Forest, CA Feb 2010 – Oct 2011

A privately held $17M background screening company providing timely solutions utilizing cutting edge technologies

Decreased cost per transaction by 12% by leveraging automation technologies

Lead accreditation by the National Association of Professional Background Screeners

Lead ISO 9001:2008 certification

DIRECTOR/MANAGER

HireRight, Inc., Irvine, CA 2005 - 2010

A $360M technology company, providing pre-employment background screening for 20% of the Fortune 500

Procurement and Operations Director, (2008 – 2010), Global direction of 200 employees & 800 vendors

Executed vendor contracts and SLA’s to improve quality by 20%

Increased internal work processing by 30%, decreasing product lead time by 50%

Operations Director, (2007- 2008), Direction of a $50M business unit with 65 employees including process re-engineering and product delivery of over 100 unique product offerings

Recognized with a “Strategic Initiative Award” for excellence in cost savings

Increased employee tenure by 34%

Operations Manager, (2006 - 2007), Managed 50 employees and 200+ partners creating long-term scalable solutions for service delivery

Achieved 0% lost time and 100% staff productivity reversing low productivity trend

Decreased attrition by 65%

Vendor Manager, (2005 - 2006), Managed 6 employees and 200+ suppliers across 2,500 locations implementing a business partner mentality and supplier training program with robust communication strategy

Implemented SAS70 controls for purchasing, processes, metrics evaluation, and data security

Launched an online billing system, eliminating lost costs due to Sarbanes-Oxley processes

Recognized with a “Customer Appreciation Award” for outstanding customer focus

EDUCATION

Bachelor of Arts, California State University, Dominguez Hills

Master of Arts, California State University, Dominguez Hills, in progress

CREDENTIALS

Six Sigma Green Belt Computer Operations Specialist - Microsoft Office Suite FCRA Certified

SalesForce Productive Interactions Certified Landmark Forum Six Sigma Black Belt, in progress

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