Customer Service Manager

T. Deanne Wilson, C.P.P.

Professional Summary

Experienced manager with outstanding reputation for tackling challenging projects and producing successful

outcomes. Dedicated self-starter committed to the company bottom line while modeling the way for team members.

Strong communicator with the ability to motivate action and build rapport with team members and all levels of

management.

Skills and Traits

• •

Relationship-oriented leader Strong communicator with excellent writing

skills

• •

Sales/Customer driven Creative and innovative problem solver

• •

Consensus builder Self-motivated with strong work ethic

• •

Process Implementer/Improver Team Leader/Team Player

Knowledge/Experience

• •

Project Management/Customer Service Insurance – Staff management, Contract

Management/Training Management Compliance auditing, training

• •

Employee Relations/HR functions Process Analysis/Job Profiling

• •

Copywriting/Advertising/Marketing Process-driven Customer Service

• •

Staffing/Recruiting/Hiring Culture change implementation

• Adult Education/Corporate Training

Work History

Ivy Tech Corporate College – Columbus, Indiana 6/2007 to

Current

Positions: Manager of Corporate Accounts and Open Enrollment

Responsible for growing non-credit programming and managing the customized delivery and implementation of

product training solutions across multiple industry verticals for Ivy Tech Community College’s customized

professional development and technical skill attainment division.

Dorel Juvenile Group/Cosco Home and Office Products – Columbus, Indiana 11/2000 to 6/2006

Positions: Customer Service Supervisor – Project Coordinator/Copy Writer

Supervised, coached and mentored a staff of 20 domestic and international customer service agents responsible for

maximizing order fulfillment by monitoring inventory availability and product demand in order to maintain high on-

time delivery ratings.

Coordinated the timelines and milestones of advertising projects for a staff of 5 designers. Developed and wrote

creative copy for both the Home and Office and Juvenile product lines; including packaging, point of purchase,

Parent’s magazine, as well as technical writing of the Dorel car seat instructional manual.

CHAMPUS Insurance - Columbus, Indiana 8/1988 to 1/2000

Worked for various companies (AdminaStar, Anthem, Unisys Corp.) that won the DoD contract as a fiscal

intermediary (claims processing agent) for the military CHAMPUS contract.

Positions: Manager, Claims Operations –Contract Compliance Specialist - Appeals Specialist – Customer Service

Team Lead

Hired as a Customer Service Rep and then promoted to increased areas of responsibility while learning every aspect of

the business before being promoted to Manager of Claims Operations. In that role, managed and directed a diverse

staff of 50 team members responsible for the proper adjudication of healthcare claims for the military active duty and

retiree dependents. Team members included claims processors, registered nurses, customer service agents and leads.

Responsible for analyzing workflows, policies, procedures, operations, and the flow of information to ensure

maximum efficiency of work and compliance. Managed team member performance while maintaining strong working

relationships until the close of business due to company’s loss of bid for the contract.

Additional Positions Held: Director- Owner-Teacher/Beth’s Dancenter, Columbus, IN

Insides Sales Supervisor/Precision Tools Service, Columbus, IN – Staffing Specialist, Elwood Staffing, Columbus, IN.

Education

Bachelor of Arts IU Bloomington 2010

Ball State University, Johnson Bible College

Certification/Training

Certified Program Planner – LERN ROI Processes – Koetter Method

Continuous Quality Improvement High Velocity Culture Change

Overcoming Negativity in the Workplace Microsoft Office – Word, Excel, Outlook, and Ppt.

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