Customer Service Manager

Gina Sohmer

Performance Management Expert - Boerne, TX, *******@*******.*** - cell:

704-***-****, home: 830-***-****

Detail-Oriented, Management Professional with knowledge and experience in

the following areas: Human Resources, Business Operations, Customer

Relations, Process Analysis, and Strategic and Project Management.

Possessing excellent Analysis Skills, I have experience in leading teams to

improved Employee Performance, Customer Relationships, Product Quality and

Process Management. I am an expert in developing useable Operating

Policies and Procedures, and Managing Contingency of Operations Planning.

I am currently seeking an opportunity in that will utilize my proven,

results-oriented and diversified management abilities.

WORK EXPERIENCE

Phyllis Browning Company, (Real Estate), San Antonio, TX - August 2013 to

Present

Hill Country Office Administrator. As the main office administrator, I

operate the telephone switchboard. Greet all clients, determine nature and

purpose of visit and escort them to specific destinations.

- Coordinate all customer inquiries for both the Hill Country Office and

the Boerne Office.

- Processes all mail, fax, e-fax, UPS/FEDEX items.

- Use MS Office and company specific programs to process marketing

materials, input listings into Multiple Listing Service, set-up real estate

showings, update and maintain all contracts, correspondence, reports,

marketing flyers, and paperless transactions.

- Inventory and order all office supplies and equipment.

- Direct all vendor work, process all vendor invoices.

- Process all Hill Country and Boerne realtor personnel files.

Mecklenburg County, Child Support Enforcement, Business Ops Div -Charlotte,

NC -June 2010 to June 2013

Departmental Performance Manager. Analyzed financial statements, workload

statistics, scorecard metrics, inventories, and audit results. Insured

compliance with laws, policies, and procedures. Developed projects and

procedures to insure that the organization meets or exceeds customer

service goals and other performance measurements. Wrote Reports on

operational trends using Queries through SAP Business Objects XI (Client

Services Data Warehouse Query Tool, R2).

-Conduct performance analysis and incorporate findings by developing

projects to enhance performance, exceed federal goals, and increase

revenue. Established operational objectives and work plans and delegated

assignments to subordinate managers.

-Managed more than 10 performance, call center, and information technology

projects. Established project control procedures such as project forecasts

and cash flow projections. Established and maintained vendor partnerships.

-Increased customer satisfaction ratings through improving customer service

performance and timeframes. Met and exceeded county balanced scorecard

requirements each year.

-Led departmental employee incentive initiatives such as "We Own It" and

"Get Onboard the Child Support Train" to focus efforts on meeting federal

incentive goals and encouraging employee-level input on processes that

needed improvement. Worked with employee teams to streamline processes and

work flows.

-Improved processes enabled the collection of more than $48 million in

child support payments. Return on county investment ratio (ROI) improved

to more than 26 to 1 in FY13, due to improvements made in these processes.

-Completed employee performance reviews each month, offering praise and

presenting employee awards for outstanding performance. Used both

individual and team monthly incentive awards to improve performance;

emphasized performance as a competition that was beneficial for both

individuals and teams. Provided recommendations for continued

improvements.

-Performed complex general accounting functions, including preparation of

journal entries, account analysis and balance sheet reconciliations.

Prepared operating budgets, budget reports and other financial performance

reports.

-Proposed and published metrics and KPIs to be incorporated into the

monthly financials and balanced scorecards.

-Worked with management at the project level to ensure expense plans were

achieved.

-Using Advantage Accounting Software, I reported on achievement of finance

goals, and performed finance actions (crediting and debiting funds between

expense accounts, creating purchase order documents, overseeing accounts

payable activities). Receipted cash for services performed; performed cash

and deposit reconciliations. Created finance reports using SAP Business

Objects Enterprise XI (v3.1).

-Conducted Interviews for positions; provided hiring recommendations and

decisions for positions.

-Successfully Lead Departmental Projects. Develop process mapping, and

SOP's to support department, county, state and federal performance goals

and objectives. Review action plans and make recommendations to insure

that federal incentive goals are met. Use MS Office Suite to develop

reports, databases, spreadsheets, presentations, and to calendar project

tasks.

-Developed and managed projects aligned with Balanced Scorecard Metrics.

Gathered Data. Developed metrics, analysis, best practices, and improved

process consistency, quality, and customer relations. Conducted employee

training and coaching throughout project accomplishments. Assigned and

oversaw project duties to analyze efficient use of products, supplies, and

personnel insuring optimum performance and enhancing customer relations.

-Conducted evaluations and gave data driven analyses of processes and

performance. Audit and analyze personnel activities to insure they meet

and exceed established goals. Conduct monthly oral and PowerPoint

presentations to all staff on program performance.

-Attended weekly management meeting to review, interpret and make

recommendations on strategic plans, policies, and performance measures to

enhance the efficiency and effectiveness of the agency. Represented the

department on external work groups and teams.

-Performed Customer Relations Management Activities: develop Customer

Service Surveys, review and address customer complaints and concerns.

Performed liaison duties by contacting customers to resolve concerns and

improve the customer's experience. Identify department areas and personnel

who need improvement coaching. Analyzed the effectiveness of service

delivery.

-Promptly responded to inquiries and requests from customers; Cultivated

trust between the department and customers by investigating and resolving

customer inquiries and complaints in an empathetic manner.

-Assumed ownership over project team productivity and managed workflow to

meet or exceed quality service goals. Strong leader of customer support

staff; facilitated and promoted inter-departmental communication to

effectively provide quality customer support.

-Monitored the agency's Customer Service Call Center. Developed all

process controls and metrics for daily management of the Call Center.

Gathered and verified all customer information for tracking purposes.

Analyzed call volume and average call time to monitor Customer Service

Representative's productivity. Analyzed traffic reports and develop

improvements to KPIs (call timeframes, individual Rep statistics, and

customer service). Personally handle complicated customer service calls

that were beyond the scope of Customer Service Rep's ability. Provided

accurate, specific and timely performance feedback for Customer Service

Reps; resolved associate, tool and service delivery issues revealed by

statistical reports. Software used: Cisco Unified Contact Center Express

(CCX).

-Defused volatile customer situations calmly and courteously. Accurately

documented, researched and resolved customer service issues; identified

chronic customer issues by creating and maintaining a customer complaint

report. Prepared customer service reports for director; initiated

operational improvements to enhance call center productivity.

-Provided incentives to increase productivity by offering employees awards

for best customer service and program performance; fostered an environment

that encouraged continual process improvements.

-Devised and published balanced scorecard metrics to measure the

organization's success in delivering world-class customer service.

-Departmental Continuity of Operations Program (COOP) Manager. Developed

Continuity of Operations Plans to insure uninterrupted agency services in

the event of a disaster situation. Responsible for leading the COOP

Project Team, the Emergency Response Group, and maintaining the agency's

continuity procedures for continued customer service.

HR Management/Civilian Liaison, Naval Support Activity, Mid-South, TN

-Millington, TN -2003 to 2005

Human Resources Management Analyst. Manage the daily business operations

of the Civilian Personnel Liaison/HR Management Office; including:

staffing, employee relations, new employee orientation, and training;

compensation & benefits and performance management. Determine solutions

for manpower deficiencies. Manage the activity's manpower budget. Serve

as liaison for both internal and external customers. Coordinate

communications with the Public Affairs Office and Payroll Offices.

-Analyze HR data to insure completeness and data integrity. Create

operating procedures, and action plans to achieve strategic goals;

including organizational change plans, information flow, integrated

production methods, inventory control and manpower cost analysis. Develop

training materials using MS Word, Excel and PowerPoint. Perform classroom

training.

-Prepare reports on manpower issues (turnover, overtime, absenteeism,

recruitment, training, disciplinary actions, payroll budget).

-Oversee all recruiting activities and hiring manager coaching to insure

continuous operational workflows. Develop activity position descriptions,

analyze workloads and schedules for effectiveness of service delivery;

mediate and resolve personnel conflicts, determine compensation and manning

numbers.

-Administer personnel files. Input/update data in HRIS, to include new

employee data, payroll, time and attendance, and benefits selections.

Review all personnel actions, and insure accuracy of data. Coordinate

payroll processing issues. Ask questions and provide answers for employees

concerning time and attendance, disciplinary actions, payroll, and benefits

administration.

-Conduct operational effectiveness inspections and enforce management

practices. Develop SOPs, including writing the Activity's Strategic

Organization and Reutilization Manual. Develop plans for workplace

motivation. Provide management measures to improve methods, performance,

products, customer services, and efficiency.

-Member of the Activity's Base Re-alignment and Closure (BRAC) Project

Team.

Administrative Department, Naval Support Activity, Mid-South, TN

-Millington, TN -2001 to 2003

Command Administrative Support Services. Manage the daily operations of

the command's customer service desk; streamline workflows to improve

efficiency and customer satisfaction. Supervise administrative support

staff, including temporary employees.

-Reorganize and develop administrative operations and procedures, such as

document processing, flow of correspondence, filing procedures, and

requisition of supplies and materials to improve turn-around times. Create

procedures for storage, protection, retrieval, transfer, and disposal of

records, in order to prevent loss, rework, and reduce associated labor

costs through improved data access.

-Manage the command's correspondence desk. Proofread and edit all outgoing

correspondence, awards, and military evaluations.

-Establish procedures and style practices for all command correspondence.

Create and/or edit all external correspondence. Coordinate high profile

external communications with the Public Affairs Office.

-Answer, screen and direct incoming customer telephone calls. Oversee the

departmental budget, using operating targeting accounting procedures such

as recording daily financial transactions and performing monthly

reconciliations.

-Review and assign all command mail to appropriate action personnel. Track

actions created by incoming correspondence throughout all command

departments. Make action recommendations on command inquiries and

requests.

-Command Assessment Project Team Member; reviewed command activities and

provide process improvement solutions. A key member of the Command Quality

Project Team, I assisted the command through implementation of the Baldrige

Quality Award Criteria.

-Training Specialist; deliver customer service training to command

personnel. Train personnel to enhance skills development.

-Assistant Personnel Security Manager; process Security Clearance Request

Data for all command personnel.

Commander Submarine Group Ten, Naval Submarine Base, Kings Bay, GA -Kings

Bay, GA -1996 to 2001

Information Systems Security Manager. Develop and supervise more than 50

IS Security Officers to achieve significant improvements in productivity

and security effectiveness throughout 22 commands. Provide direction,

ensure accountability, and maximize effectiveness of processes in order to

me the command's goals.

-Manage all Information Systems (IS) Security strategies and activities for

Submarine Group Ten, including overseeing and cultivating vital

relationships at more than 20 lower echelon commands (including 10 Trident

Submarines, and 10 Trident Off-Crews). Manage the IS Security operating

budget and develop all business goals.

-Oversee the activities of the customer service help desk, coordinating the

activities and priorities of help desk technicians handling customer

service calls.

-Implement procedures to protect against physical and personnel security

vulnerabilities. Develop Contingency of Operations Plans (COOP) to insure

uninterrupted computer operations.

-Supervise all classified network accreditation efforts. I led my team in

completing the FIRST installation and accreditation of SIPRNET (Secret

Internet Protocol Router Network) at the command.

-Improve the operations resulting in the Command's FIRST ever 'ZERO

security discrepancies' during inspection by our upper echelon commander

(COMSUBLANT).

-Train over 3500 personnel on proper handling of classified information and

the secure use of classified network computers. Develop work methods for

performing work in accordance with organizational policy.

-Develop solutions for implementation of new systems and procedures.

Implement organizational and/or operational changes.

-Oversaw the installation of network systems onboard submarines and trained

personnel on use. Monitor and adjust work procedures and schedules to

comply with submarine deployment schedules. Meet with submarine

commander's to insure smooth functioning of newly implemented systems and

procedures. Insure systems functioning as designed.

-Gather, analyze, and preserve evidence used in the prosecution of computer

crimes.

IT Department, Naval Submarine Base, Kings Bay, GA -Kings Bay, GA -1992 to

1996

Assistant Information Systems Security Manager. Manage a 6-person

instructor team performing software training. Spearhead efforts by writing,

designing and producing instructor and student guides. Coordinate student

and instructor training requirements. Analyze instructor's training

techniques and provide recommendations for instructor improvements.

-Security Project Team Leader that resulted in the command receiving an

Outstanding Rating during the CINCLANTFLT IS Security Inspection.

-Develop/update computer security files to add, delete and change employee

access. Insure access integrity.

-Train over 1000 computer users in proper computer security procedures, and

software suite; in both small and large group formats. Perform customer

service calls to correct computer software problems.

-Liaison between the technical implementation and functional design teams

to resolve application design, build and test issues.

-Contracting Officer's Technical Representative for the command's computer

services contract. Provide technical direction, specifications, and

interpretation of contract provisions. Insure contract compliance through

reviewing contractor actions and certifying contractor invoices.

- Manage the Command's IT budget. Identify and address IT workforce issues

such as administrator training needs, workload priorities, and manning

issues. Prepare daily, monthly and quarterly reports. Create and oversee

Service Level Agreements.

- Manage the purchase of all computer hardware and software for command

departments. Approve/disapprove purchase requests based on the command's

computer strategic plan. Review strategic goals and make recommendations

on all upcoming computer projects. Manage Command software and hardware

inventory audits.

EDUCATION AND CERTIFICATIONS

MBA in Business Management Certified Lean Six Sigma Yellow

Belt

Strayer University - Huntersville, NC 2009 May 2012

SKILLS

Human Resources Management, Business Operations Management and Process

Improvement, Strategy and Change Management, Inspirational Leadership, Team

Building, Lean/Sigma Culture, P/L and ROI, Balanced Scorecard Management,

Customer-Oriented Strategy Deployment, Goal-Attainment

LINKS

http://www.linkedin.com/in/ginasohmer

Contact this candidate