Customer Service Manager

OLIVIA VIECELI

**** ***** **** * ROCHESTER HILLS * MI 48306

PHONE 248-***-**** MOBILE 615-***-**** EMAIL: ******.*******@*****.***

SUMMARY

Highly-motivated, results-oriented professional with extensive experience

in manufacturing, public utilities, publishing and consulting. Track

record of success and innovation, creating value for key stakeholders by

managing large suppliers, cross-functional teams and

national/regional/global projects. Strong leadership and interpersonal

skills. Voice of Customer Advocate and Champion of Customer/Candidate

Experience.

EXPERIENCE

Fiat Chrysler Automobiles (FCA) - Auburn Hills, MI

2013 - Present

Sr. Manager Talent Acquisition (Aug 2013 - Present)

. Manage RPO vendor in end-to-end recruiting process for Salaried, Hourly

and Skilled Trades (U.S. and Canada)

. Develop proactive candidate pipeline strategies for in-demand talent

. Develop and implement effective Onboarding process to engage new hires

pre and post "day-one"

. Collaborate with Mexico on recruiting efforts and process alignment

. Develop and implement Social Media recruiting strategies

. Monitor and adjust recruiting KPIs to meet HR and corporate goals

. Effectively partner with HR Business Partners and functional leaders to

address recruiting needs

Nissan North America - Franklin, TN 2006 - 2013

Sr. Manager Talent Management - Talent Acquisition (Sep

2012 - Aug 2013)

. Manage RPO vendor on end-to-end recruiting process for internal and

external candidates within U.S. and Canada

. Collaborate with Mexico, Brazil, Europe and Japan on recruiting efforts

and special global projects

. Develop Diversity recruiting strategies in coordination with the Americas

Diversity Office via national and local events, community outreach

programs

. Collaborate with Succession Planning to identify key talent gaps and

develop proactive sourcing strategies.

. Develop Social Media recruiting strategies

. Monitor and adjust recruiting KPIs to meet HR and corporate goals

. Oversee Summer Internship program to ensure healthy pipeline for entry

level positions across the enterprise

. Effectively partner with HR Business Partners and functional areas

leaders to address recruiting needs

Manager HR - Recruiting (Nov 2011 - Sep 2012)

. Manage day-to-day recruiting process for internal and external candidates

within U.S. and Canada

. Execute diversity recruiting strategies via community outreach efforts

and targeted national events

. Execute Social Media recruiting strategies via Employer Branding

engagement

. Develop, track and adjust recruiting KPIs to meet HR and corporate goals

. Engage and motivate RPO recruiting team to meet and exceed recruiting

KPIs

. Manage undergraduate and graduate Internship program to ensuring healthy

pipeline for entry level positions

. Effectively partner with HR Business Partners and functional areas

leaders to address recruiting needs

. Collaborate with Mexico, Brazil, Europe and Japan on recruiting efforts

and special global projects

Sr. Planner - Infiniti Owner Experience and Loyalty (Aug

2009 - Nov 2011)

. Manage overall reinvention and continuous improvement of Infiniti sales

and service experience and loyalty retention

. Develop quarterly thresholds to serve as dealer performance targets for

continuous improvement

. Develop and manage field and dealer communication to boost program

performance

. Continuously track customer feedback and adjust dealer targets based on

national trends and corporate objectives

. Manage and disperse $20M annual loyalty fund

. Manage development and national roll-out of Infiniti's customer

engagement services beyond the vehicle - Infiniti Personal Assistant

Sr. Planner - Market Intelligence -Nissan Product Research

(Nov. 2007 - Aug 2009)

. Research consultant for SUVs, Trucks and Commercial Vehicles

. Lead cross functional teams in streamlining research projects related to

customer product preferences and brand competitiveness

. Analyze, prepare and present research results with actionable conclusions

as inputs to Product Portfolio planning

. Consultant and strategic partner to Marketing and Product Planning on

critical decisions related current and future products

. Present and defend North American research recommendations to Global

stakeholders

. Collaborate with Regional and Global colleagues to maximize research

learnings

. Supervise team of professional researchers

Sr. Planner - Market Intelligence - Cross Carline and Brand Research

(Aug 2006-Nov 2007)

. Consultant to internal teams in assessing research objectives and

developing appropriate research methodologies

. Developed and launched proprietary Nissan Brand Tracking survey to assess

and evaluate key brand metrics gauging brand performance

. Provide analysis of key metrics in support of the brand identity and

communication architecture

. Manage vendors from RFP process thru project completion

. Supervise work related to Syndicated studies ensuring effective

communication of results and timely distribution of same

DTE Energy, Detroit MI 1997 - 2006

Sr. Research Analyst - Strategic Planning (2004-2006)

. Responsible for development, implementation and timely communication of

qualitative and quantitative market research initiatives related to

internal and external communication, corporate and governmental affairs,

customer service and operations

. Analyze and report research trends and implications to key stakeholders

. Present actionable recommendations to decision makers, across the

enterprise, based on consumer driven research

. Manage on-going assessment of Corporate Brand

Sr. Research Analyst - Customer Service Process Improvement (2003 -

2004)

. Evaluated Customer Service processes and designed improvements to align

operations with business strategy

. Managed implementation of large-scale Organizational Development

initiative

. Utilize industry benchmarking and secondary data in support of process

improvements

. Successfully facilitated employee workshops for implementation of

organizational change in a post-merger environment

. Acted as change management advocate with executive leadership team

Sr. Research Analyst - Regulated Marketing (1999 - 2003)

. Provide research-consulting services to internal clients for development

of performance, customer satisfaction and loyalty measures

. Directed a comprehensive market research strategy that included brand

definition, brand awareness and measurement, market assessment and

customer driven standards of communication performance in support of

Corporate Brand standards

. Managed all advertising research: clutter break thru, awareness and

recall, campaign tests, brand awareness

. Led the development of a customer feedback process that injected the

voice of the customer into the process and policy development initiatives

Analyst - Market Research (1997 - 1999)

. Managed on-going customer satisfaction and loyalty tracking surveys

. Effectively manage vendor relationships from bidding process thru project

completion.

. Developed quarterly reports incorporating historical trends and industry

performance

. Expert resource for qualitative research projects.

Detroit News and Detroit Free Press Media Partnership, Detroit MI 1993 to

1997

Sr. Research Analyst

. Designed and managed primary research projects; including writing survey

instruments and conducting focus groups

. Utilized syndicated studies to analyze competitive media and market

trends for development of sales presentations

. Effectively managed an employee attitude survey in face of a major

contract-negotiating environment

. Responsible for the development, implementation, and timely communication

of customer feedback related to new product development

. Routinely attended sales calls with Account Managers to present market

trends in advertising and consumer purchasing

The Brand Consulting Group, Southfield MI 1990 to 1993

Field Supervisor

. Managed supplier side of research projects from bidding process to

completion

. Supervised a team of employees on various projects

. Gained valuable negotiation management skills

. Interacted with clients on a daily basis to keep them informed of project

status

EDUCATION

Vanderbilt University Leadership Development Program January

2012

Owen School of Management

Central Michigan University Master in Business Administration

June 2000

Human Resources

Lawrence Technological University Bachelor of Science in Business

Administration June 1990

Major - Marketing

Minor - Market Research

Additional Credentials

. Quality of Management Award Recipient - Nissan North America

. Toastmasters International Charter Member

. Nissan Talent Management Training: Situational Leadership

. Operating System Certification - Module 1(DTE Energy Six Sigma/Lean

Manufacturing)

. Toastmasters International - Table Topics Champion - Spring 2011

. Experienced with Microsoft Word, Excel, PowerPoint, SPSS, mTab, PRIZM,

Scarborough, JD Power, Polk Registration data

. RIVA - Graduate of Focus Group Moderator Training School, Bethesda, MD

. Burke Institute - Customer Satisfaction Measurement Workshops

. AMA Research Conference - co-facilitated break-out session on customer

panels

. Experienced with on-line surveys

. Successfully completed Nissan V-Up Training (Process Improvement Tools)

. Member of American Marketing Association

. Member of Advertising Research Foundation

Contact this candidate