Customer Service Sales

Stacy D. Turner

**** *. ******* ** ********* Hts, OH 44118 216-***-**** ************@*****.***

SKILLS

PROFILE

EXPERIENCE

Manager, Client Accounts - Safeguard Properties, Valley View, OH (March 2013 – June 2014)

Sought out by a third party recruiter to bring a fresh perspective and enlightened leadership style. Required

to provide leadership and direction to the client account supervisor and their team to ensure the team meets

company standards, client SLAs, quality, production and customer service.

Research and resolve escalated loan-level issues

Provide leadership and guidance, coach, develop and hold accountable departmental staff

Develop and refine productivity and quality standards to ensure business needs and quality requirements are met

In coordination with the Supervisors, continually review staffing and work volume to ensure sufficient staffing needs are met in order to ensure timely, effective, quality delivery of service

Work closely with peer management team to address issues affecting overall objectives

Make ongoing recommendations of process improvements to management

Facilitate client staff-to-staff calls to ensure client needs are being met

Prepare all materials and lead quarterly client onsite meetings

Collaborate with internal business partners (vendor mgt., accounting, IT, QA, Ops. and customer service) to ensure all client requirements are met as agreed upon

Pharmacy Bureau Director, Deputy –State of MS Division of Medicaid, Jackson, MS (Mar 2011 – Sept. 2012)

Hired to improve the operations and culture of a dysfunctional bureau. Responsible for establishing and implementing performance metrics, clearly defining roles and responsibilities and coaching and training call center staff. Accountable for streamlining vendor contract management.

Provided leadership, development and direct supervision to a staff of 9 including three professional clinicians and call center staff.

Organized and defined staff responsibilities to ensure efficiency by monitoring productivity and assessing training needs to improve work quality via organic reporting metrics.

Developed goals, objectives, standards and control measures for the bureau that correlated with the Agency’s goals and objectives.

Ensured that proper policy and procedures were adhered to so that the program entered and remained in compliance with Agency and Federal policies.

Responsible for the development and administration of a vendor contract monitoring program that improved vendor performance by regularly assessing program needs to identify any cause for amendments and facilitate 100% vendor compliance.

Performed a variety of tasks dealing with fiscal management, strategic planning and legal compliance including developing and successfully managing a budget of 6.5M annually.

Prepared a monthly executive summary of pharmacy costs for the state to identify potential misuse/abuse and/or fraud.

Created and administered project plans to facilitate vendor selection including writing the RFP, establishing scoring system, evaluating responses and on-boarding new vendors.

Conducted research and created reports regarding compliance with Federal/State laws and regulations to ensure procedures were compliant.

Performance results included:

oImproved operational efficiencies by modifying work instructions.

oDeveloped positive employee morale by clearly outlining responsibilities and expectations and providing the resources necessary for success.

oEnhanced employee and bureau performance by establishing KPIs, monitoring performance and providing training and couching as needed.

oSuccessfully managed the bureau’s budget by closely monitoring payroll and training expenses in addition to ensuring vendor invoices were compliant with the BAFO.

Manager, Client Operations – Intechra, LLC, Jackson, MS

(September 2008 – Dec 2010)

Responsible for interpreting client contracts entering them into the system to ensure assets were processed in compliance with client specifications. Managed multi-site locations with a staff of nine Client Operations Reps responsible for assigned accounts.

Provided direct supervision, leadership, training, mentoring and coaching to the Client Operations team.

Responsible for coordinating and managing operational activities with the Sales, Production Control, Operations, Logistics, Quality, Engineering and Finance departments.

Managed the resolution of all operational client satisfaction issues.

Developed and implemented methods and procedures for monitoring productivity and work activities of Client Operations team to advise senior management of current status of work and projects including Scorecards and KPIs.

Continuously evaluated and improved department procedures.

Projected and trended personnel requirements to meet Client Service Level Agreements and improve the overall client experience.

Drove client satisfaction and customer loyalty by ensuring SLAs were well defined, accurately interpreted and consistently met.

Executed defined strategy to measure and continuously improve the client experience.

Performance results included:

oBetter defined service offerings which greatly improved operational efficiencies and decreased compliance violations.

oImproved the client experience by addressing opportunities for performance improvement.

oIncreased number of assets processed for clients which resulted in higher fees being billed and the company exceeding EBITDA for 18 consecutive months.

Arrow Electronics/ Agilysys, Inc/ Pioneer-Standard Electronics, Solon, OH Manager, Channels Support – Contracts and Compliance (March 2001 – Aug 2008)

Responsible for managing a team of Compliance Representatives, Contract staff and Quality Analysts. I was brought in to turn around an underperforming department by dramatically improving customer satisfaction and increasing operational efficiencies.

Acted as Chairperson for Divisional Quality meetings.

Presented analysis of Satisfaction Surveys to Executive staff.

Managed, trained and developed a multi-site team of representatives in client facing positions.

Advised/educated and trained internal and external customers on contract compliance.

Reviewed and resolved escalated compliance and contract issues that arose during the sales process.

Developed and updated compliance educational tools and resources.

Interpreted vendor communications regarding Compliance, Contracts and Customer Satisfaction.

Provided strategic plans and direction for Compliance, Contracts, Customer Satisfaction and Quality departments resulting in:

Consistently exceeding industry standard customer satisfaction ratings.

Increased customer retention rate year over year.

Improved Client perception of Compliance Reps from “sales prevention” to trusted advisors.

Standardized auditing processes and procedures which decreased customer compliance violations and increased operational efficiencies.

Manager, Customer Satisfaction & Quality, (July 2000 – March 2001)

Responsible for improving customer satisfaction measurement tools and customer satisfaction ratings across the organization. Maintained responsibility for managing post-sales staff, operations, policies and procedures.

Developed and implemented successful quality programs.

Formulated and effectively marketed programs to increase and drive customer satisfaction.

Designed customer satisfaction measurement tools and survey procedures.

Analyzed all customer satisfaction measurement results and presented findings to executive management for action.

Presented the corporate quality and customer satisfaction program to prospective customers.

Delivered customer satisfaction and quality program implementation consulting to customers.

Performance results included:

oRefined survey tool that effectively measured customer satisfaction of the sales process from quote to close.

oImproved customer satisfaction ratings quarter over quarter.

oIncreased operational efficiencies across the organization.

Customer Service Manager

(June 1998 – July 2000)

Hired on campus into a management training program and promoted to manager within three months. I was brought in to create a customer service department that would take over post-sales responsibilities previously assigned to Inside Sales Reps. Responsible for managing entry level staff to develop strong customer services representatives and tasked with establishing processes and procedures, developing KPIs and monitoring performance.

Trained and developed customer service reps to provide effective post-sales support to both internal and external customers.

Established and managed the process and procedures for all post-sales issues.

Acted as customer satisfaction liaison with vendor personnel in the handling and resolution of vendor critical situations.

Responsible for managing the customer satisfaction issue resolution process.

Implemented corrective action teams to analyze existing processes and make recommendations for improvement.

Planned and facilitated vendor training for all employees.

Developed new hire and Computer 101 training for all employees as a result of managing entry level employees.

Performance results included:

oDecreased RMAs

oIncreased sales staff’s operational efficiency, product knowledge, ability to understand clients’ needs and intelligently communicate solutions.

oImproved the customer experience with all post-sales issues.

EDUCATION Executive MBA, Case Western Reserve University – May 2003

Cleveland State University, BA in Psychology, June 1998

HONORS & Psi Chi National Honor Society for Psychology Majors

ACHIEVEMENTS Golden Key National Honor Society

Deans List

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