Customer Service Manager

Debra A. Webb, SPHR

***** *** ***** ** *******, WA 98021

425-***-**** ****.*****@*******.***

http://www.LinkedIn.com/in/DebraAWebb

Experienced Human Resources Professional

A motivated Human Resources Professional with eight years of HR experience, a solid and diversified HR background, and ten years of management experience. Has proven history of increasing employee retention rates, creating and developing innovative programs, pioneering new Human Resource Information Systems (HRIS), and deploying successful mentorship programs. Excels at building relationships and helping leaders to make decisions and select strategies that will aid in achieving their business unit goals. Places high value on confidentiality and has a strong record of personal integrity while working with employees at all levels. Understands the role HR plays in an organization’s strategic objectives and strives to provide solutions that are results-focused, innovative, and supportive of both the company and its employees. Exhibits exceptional company loyalty and is a member of the Society of Human Resource Management (SHRM).

SKILLS & AREAS OF EXPERTISE

Employee Relations Customer Service Sales Management Leadership Development Employee Training

Compensation Program Administration Investigations Coaching & Development Performance Management

Talent Management Organizational Development Microsoft Office Disability Programs Civil Rights Act Title V11

Family Medical Leave Act (FMLA) Americans with Disabilities Act (ADA) Fair Labor Standards ACT (FLSA)

Workers Compensation Age Discrimination in Employment Act (ADEA) PeopleSoft SAP Software HRIS

EXPERIENCES AND ACHIEVEMENTS

CENTURYLINK, Seattle, WA 2000 – 2014

Centurylink is the third largest telecommunications company in the United States with 48,000 employees. The company acquired Qwest Communications in 2010.

Centurylink Regional Human Resources Manager (2010-2014)

Provide strategic and operational HR advice, coaching, development, and support to a regional operations organization. Act as single point of contact for team leaders on all employee-related issues. Effectively administer annual performance management process, which includes compensation planning, calibration sessions, and career planning for teams of 75-100 management employees. Assist area leaders in developing their teams.

tDeveloped comprehensive plan to recruit talent to Northwest region at time of merger. Improved employee retention rate and lowered recruiting costs by playing instrumental role in creating succession plans to recruit talent to Northwest region at time of merger using 360-degree feedback instrument and deploying mentorship program for high-potential employees; led to 75% of promotions from within organization.

tShortened average time required for new managers to become proficient in their roles by an average of 3 months through developing a training program for new supervisors.

tEnhanced career development activities and performance improvement planning by 50% through deploying new HRIS.

Qwest Communications Lead Human Resources/Labor Generalist (2007-2010)

Provided HR Labor/HR advice, coaching, development, and support for all employee-related issues to leaders of two functional areas. Helped clients prepare job descriptions and administered, organized, and delivered training for HR policies, procedures, and new manager orientations. Advised on applicable Federal and State laws, Workers Compensation, and more. Managed and administered annual performance review process and compensation planning program for all client groups. Conducted internal security and policy investigations and provided advice, counsel, and coaching to managers on formal corrective action processes that included termination. Oversaw all workforce expense reduction initiatives and led multiple call center closures impacting 300+ employees; successfully facilitated talent assessment sessions for employees selected for ongoing positions.

tSaved company $1.1 million through working with Mass Market business unit to successfully realign Sales Support organization and reduce number of management employees by 35.

tClosed Seattle Consumer Financial Center with minimal business distractions and zero filed union grievances; 22% of managers were placed in new positions and 19% of occupational employees moved to new region centers, reducing costs for recruiting and training new employees.

Qwest Director of Diversity and Inclusion (2007)

Selected to fill a newly-created position. Tasked with developing overall diversity and inclusion policies for the company. Led the Company Diversity Resource Group Leadership Network (DRGLN), which supported employee resource groups. Responded to select diversity surveys including the Diversity Inc and Latina Style 50.

tEfforts helped Qwest to be recognized as a top company for Hispanic to employees.

tInitiated a new membership process for INROADS, a national minority student internship program, to include sponsorship from directors of all business units. Increased internship participation by 50%.

Qwest Communications Site Director (2004 – 2006)

Directed activities for start-up call centers in Sioux Falls, South Dakota and North Logan, Utah. Recruited, oriented, trained, and supervised a staff of 40 supervisory/management employees, building two successful teams within a single year.

tExceeded sales metrics by 20% at year end.

tAchieved 88% training retention rate by developing and implementing Friends & Family referral program.

tImproved customer retention by 55% in 2005 through creating customer loyalty compensation plan that included a retention component at the agent level.

tRecognized two concurrent years by Gallup as top 5% of managers nationwide for employee engagement practices.

Qwest Regional Sales Manager (2003 – 2004)

Led a team of 16 management employees responsible 200 sales consultants with sales targets exceeding $60 million annually.

tExecuted complex processes and system deployments of new product offerings; exceeded product targets by an average of 20% each month.

tMentored seven team members to promotions into sales management.

Qwest Director Global Business Accounts (2001 – 2002)

Directed operations regional team of 600 sales and service employees.

tInstrumental in designing new service delivery model that consolidated consumer service center, revised job titles, and eliminated work functions.

tAttained $5 million in savings by working with union leaders to implement voluntary force reduction mitigating productivity impacts.

Qwest Senior Manager, Global Accounts (2000 – 2001)

Directed a team of nine technical support managers and 110 occupational employees responsible for providing customer service support to more than 15,000 customers daily.

tDeveloped internal training for new employees led by center subject matter experts; students graduated with greater skills than previous classes, decreasing time to meet individual objectives by 15% and increasing account team sales.

tImplemented new contract process based on analysis of key performance indicators of customer complaints showing contracts not processing on time; new process reduced number of days sold to billing by 20%.

EDUCATION & CERTIFICATIONS

Bachelor of Arts, Psychology, Simon Fraser University, Burnaby, British Columbia

Senior Professional Human Resources Certification (SPHR), 2011 – Present

Certified Facilitator – Development Dimensions International (DDI), 2010

Clifton Strengthfinder Certified, Gallup 2005

360 Feedback Facilitation, J Howard and Associates, 2003

Myers Briggs Type Indicator Certified, Consulting Psychologists Press (CPP), 1997

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