DENISE

Kokomo

High-energy Manager successful in building and motivating dynamic teams. Cultivates a company culture

in which staff members feel comfortable voicing questions and concerns, as well as contributing new ideas

that drive company growth. Well

complex problems in high-pressure environments.

501 Tomahawk Blvd,

SUMMARY

SKILLS

EXPERIENCE

10/1997 to Current

MOODY, IN 46902 H: 765-***-**** C: 317-***-**** ac2e95@r.postjobfree.com

versed in data mapping and user acceptance testing, as well as solving

Process improvement Cross-functional team management

Systems implementation Complex problem solving

Productivity improvement Leadership/communication skills

Change management Customer-oriented

Process Manager

Tyco Integrated Security / ADT Indianapolis, IN

Project leader for design, build, and implementation of new software across

global organization. Bringing 5 departments under one umbrella process.

Documented all business processes used within the Order to Cash department.

Lead team through all SOX documentation, auditing and mitigations.

Served as liaison between the business and technical teams to ensure

requirements were documented and achieved.

Analyzed data and programs to determine inefficiencies and improvement

opportunities.

Developed KPI's across all functional areas of OtC organization.

Lead 6 frontline supervisors with 67 indirect reports.

Data Integrity Manager

Established processes to coordinate information between billing system and

service delivery system to ensure that changes being made to either system will

not negatively impact each other or the customer.

Assisted in the development of a complete service data reconciliation program

to ensure automate the data matching between the billing system and the

service delivery platform.

Designed customer retention processes and established a retention team that

effectively increased customer retention of delinquent customers from 20% to

63% within the first year.

Investigated and solved customers' problems, which may be complex or

long-standing problems that have been passed on by customer service

assistants.

Analyzed statistics or other data to determine the level of customer service we

were providing.

Developing feedback or complaints procedures for customers to use.

Improved customer service procedures, policies and standards for my

department and organization.

Responsible for staff recruitment and appraisals.

Conducted on-going training of staff to deliver a high standard of customer

service.

Supervised a team of customer service staff, including 27 team members.

Responsible for moving of shared services department of 22 people from

Aurora CO to Indianapolis IN.

Administrative Assistant

Responsible for organizing call center move from Las Vegas to Indianapolis for

100 people and all job functions.

Responsible moving centralized processing group from Jacksonville FL to

Indianapolis for 40 people.

Provided comprehensive analysis regarding customer accounts and

established strategies to ensure customer needs were met and satisfaction was

achieved.

Resolution of Billing Disputes (often stemming from system inconsistencies).

Provided a single point of contact for special customer needs such as Kraft

Foods, Macy's and Sears.

Provided facility support and building maintenance.

Assisted in development of the Emergency Management Plan for facility of 500

people.

Provided reports as needed by directors and sales.

Acted as a liaison between Account Services and the sales team.

Set up new projects, follow up, and maintain until completed.

Reviewed customer contracts and other documents to ensure that business

interests were protected and that contractual obligations could be fulfilled

system wise.

Provided a single point of contact for internal and external auditors during SOX

audits, GSA audits and Revenue audits.

Programming DLL Specialist

Built MasterMind, Compass, RAM IV account information to load correct

information into panels for customer satisfaction..

Developed new processes and procedures to improve department efficiency

Customer Service Manager

Provided coaching and feedback to team members.

Developed interactive load balancing plan to balance alarm traffic.

Produced reports analyzing the customer service standards and methods

effectiveness.

Improved customer service procedures, policies and standards for my

department and organization.

Conducted on-going training of staff to deliver a high standard of customer

service.

Supervised a team of customer service staff, including 27 team members.

EDUCATION AND TRAINING

2018 Business

Western Governors University Salt Lake City, UT, US

2015 BS: Business Management

Western Governors University Salt Lake City, Utah

Business Management

2014 Certification: Project Management

CompTIA Project Certification Indianapolis, IN, US

2014 Certification: Change Management

Prosci Change Management Princeton, NJ, US

2011 Associate of Science: Paralegal

Everest University Brandon, FL, US

REFERENCES

Kari Hoekzema

KPH Consulting

Mobile: 317-***-****

Email: ac2e95@r.postjobfree.com

(former director)

Jordan Powell, Director

Quality Companies, LLC

Mobile: 317-***-****

Email: ac2e95@r.postjobfree.com

(former colleague)

Terry Patton

Tyco IS

Mobile: 317-***-****

Email: ac2e95@r.postjobfree.com

(employee)

Monica Jackson

Tyco IS

Mobile: 765-***-****

Email: ac2e95@r.postjobfree.com

(former employee)

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