Customer Service Management

Christina L. Sussmann

**+ Years HR & Management Experience

Director of Human Resources and Talent Acquisition

International – HR, Contact Center & Project Mgmt. Leadership

Employee Relations

Benefits Administration

Corporate Expansions

Community Liaison

Multi-Location Management

Full Cycle Recruitment

Fundraising Management

Budgetary Responsibility

Mfg. /Healthcare Fac.

Account Management

Business Development

Policy Development & Administration

Organizational Dev.

Professional Mentor

Public Relations

Seminar & Training Developer/Speaker

Employee Advocate

Copywriter (global)

PROFESSIONAL EXPERIENCE

WEST CORPORATION, ROCKY MOUNT, NC

Feb. 2008 – April 2015

West Corporation is a privately held, international marketing company with over 46 Contact Center locations and 46,000 employees.

Director of Human Resources

Lead and direct the day-to-day operations of the Human Resources, Security, and Custodial Departments for a 60,000 square foot facility.

Lead a team of 6 Human Resource Professionals to provide full cycle recruitment, and HR support for over 850 employees in all functional areas.

Turned HR & Facilities financials around from 7% over to under budget annually.

Responsible for immediate 50% increase in new hire training class enrollment.

Management responsibility for 17 exempt and nonexempt staff.

Employee Relations (including incident and complaint investigations).

Trainer/Mentor - Human Resource Directors

Corporate Enterprise Facilities Management Project(s) Lead – Employee Retention/Motivation, Badge Entry Control, Security Training & Awareness, Accounts Payable Reorganization, Enterprise HR PeopleSoft Upgrade, New Employee HR/Training Surveys, Business Continuity/Disaster Planning. New Hire Orientation

Corporate Enterprise Human Resources Project Lead – Website development for Facilities (Security/Custodial) departments providing storehouse and distribution of information, also streamlined new hire paperwork & orientation process for Service Life Cycle division.

Conduct external recruitment training seminars to prepare applicants for the application process.

Co-board member of Executive Council.

Change management – planning/restructuring departments, conducting “town hall” meetings, creating and distributing communication to effected employees and department leaders

Voting member of Executive Tollgate Committee for Enterprise Facility Management

HR co-lead for International contact center start-up in Guadalajara, Mexico

SME & corporate trainer for PeopleSoft to Taleo transition (for HR staff & Hiring Managers)

AAP/EEO/HIPAA compliance and staff training administration

IMW ENTERPRISES

2012- Present

Dually headquartered in the US and Europe, IMW Enterprises is the leader in explainer video marketing and production. With over 400 videos produced each year, IMW specializes in whiteboard, typography, and 2D animation videos. A team of artists from all across the globe contribute their talents – from sales, to scriptwriting, to artistic sketches, to voice recordings and finally video editing and production.

Project Manager (2015 – Present)

Manage a global team of scriptwriters, artists, and video editors

Coordinate and manage production timeline.

Conduct project kick-off meetings with clients and creative team

Manage a client project base in excess of 70 clients.

Lead Copywriter/Scriptwriter (2012 – Present)

Review creative brief and interpret information to write a video script

Write effective, creative scripts and image ideas for client approval.

Write (on average) 30 scripts per month in lengths from 30 seconds to 5+ minutes.

Write company website blogs and articles for publication. (4 articles per week)

CHRISTINASUSSMANN.COM

2010 – Present

I offer creative, script, and ghostwriting services for individuals and businesses around the globe. Offering writing services on a per project basis, my clients are both local, international and repeat (referral-generating).

Some recent projects include: Children’s book writing for Pickatale.com (Norway/China), Business writing and Shark Tank proposals for 16 year NFL veteran, telemarketing scripts for Call Center and Insurance companies, stage plays and skits for Greenford Christian Church (OH), call center training material for UK based moving company, and private screen play writing for a Newport News (VA) production company.

85+ projects completed from 2012 to present.

STAFF RIGHT PROFESSIONAL SERVICES, BOARDMAN, OH

2007 – 2008

A regional Staffing and Human Resource Consulting firm specializing in the recruitment and placement of skilled, unskilled, and professional candidates in temporary and direct-hire positions within NE Ohio and Western PA.

Account Executive/Business Development/HR Consultant

Responsible for securing new business and growing existing business within Northeast Ohio and Western Pennsylvania regions.

Maintained accounts of over 200+ local, regional, and national manufacturing, healthcare and professional companies.

Consistently achieved sales of $40K+ per month.

Provided HR Management and HR policy consulting to area manufacturing plants, healthcare organizations, and professional businesses.

INFOCISION MANAGEMENT CORPORATION, AKRON, OH

1997 –2007

InfoCision is a $100M telephone marketing corporation with 28 call centers in 3 states specializing in Inbound and Outbound Customer Service and Fundraising. InfoCision also maintains in-house Creative Services, Direct Marketing, and Fulfillment departments.

Sr. Account Representative (2006 – 2007)

Lead growth of US and International client sales by 40% by achieving sales in excess of $4M.

Developed/Executed monthly, quarterly, and annual marketing plans.

P&L Responsibility for select clients

Dotted line reporting to Sr. VP of Marketing and CEO.

Personnel Manager/HR Generalist (1999 – 2006)

Lead overall Human Resource Management for corporate cust. service- fundraising call center.

Responsible for Full-Cycle recruitment, salary, wage and benefit administration, performance management, recruitment/retention initiatives, employee relations, Worker’s Compensation program management, and Unemployment claims processing.

Developed training manual for new Personnel Managers

Multi-site management (Onshore)

Increased call center retention of new hires to 97%, and existing employees to 95%.

Increased booth utilization, resulting in increased call volume and exceeding call volume goals while improving Customer Service.

Provided direction to 12 – 15 direct reports.

Media and Public Relations representative.

Call Center Supervisor (1997 – 1999)

Directed corporate outbound fundraising call center comprised of 100+ employees.

Responsible for 13 direct reports.

Ran Fundraising and Direct Marketing programs at an 87% success rate.

UTA HALEE/COOPER VILLAGE RESIDENTIAL TREATMENT CENTERS, OMAHA, NE

1994 –1996 These Residential Treatment Centers housed a pre-teen and teenage youth population in need of behavior modification and mental health assistance. Both were secure facilities.

Corporate Trainer (1995 – 1996)

Youth Counselor/Residential Treatment Advisor (1994 – 1995)

EHRLING BERGQUIST HOSPITAL, OFFUTT AFB, OMAHA, NE

1994 –1996 This hospital served the military population of Offutt Air Force Base and their families. This In-Patient Mental Health ward served adults who voluntarily or involuntarily required psychological treatment.

Mental Health Counselor/Adult (1994-1996)

EDUCATION & PROFESSIONAL DEVELOPMENT

Bachelor of Arts Degree – Psychology/Sociology, Mount Union College, Alliance, OH

Master’s Degree – Consulting/Human Relations, Univ. of Oklahoma (50% completed)

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