Customer Service Management

Becky Livermore ***** **th Avenue South - Seattle, WA 98168

206-***-**** **************@***.***

PROFESSIONAL PROFILE

A proven senior leaderhttp://www.supportingadvancement.com/employment/job_descriptions/job_descriptions.htm responsible for ensuring cost effective infrastructure and operations are in place to support all staff and volunteers. Always embracing ongoing organizational change to stay ahead in this competitive environment. Guaranteeing strategies are clearly understood by setting goals, monitoring work, and evaluate results to ensure that objectives and operating requirements are met and are in line with the needs and mission of the organization. Assisting other leaders both directly and by putting them in contact with others who share their passions and from whom they can learn and by helping them to grow and develop into leaders. Accountable for overall organizational performance.

CAREER ACCOMPLISHMENTS

Leadership – managed, recruited, trained and developed diverse teams at all levels. Proven leadership and consensus building skills. Solid and broad understanding of all aspects of fiscal management. The ability to lead by example and motivate groups and individuals with integrity. Able to think creatively and strategically to successfully mediate and negotiate with individuals and groups internally and externally. Able to overcome obstacles to cooperation and to foster harmonious relations

Employee Relations – recognized as trusted and valued coach for both managers and employees for performance management, interpersonal relations and career development, resulting in increased performance and job satisfaction. Built environment of high performing, revenue generating sales & customer focused teams

Project Management – extensive experience successfully researching, managing, developing and implementing large scale projects including process-policy-procedure systems, quality performance systems, innovative initiatives to enhance internal efficiency effectiveness and revenue generation

PROFESSIONAL EXPERIENCE

Diamond Parking Services, Seattle WA May 13’ – Sept 15’

Vice President of Operations

Manage and execute all facets of operating a large multi-national/multi-state service company

Oversee and take ownership of operations; including organizing and implementing operational procedures

Budgeting, forecasting and financial accountability

Recruiting, hiring, training and the retention of key management

Ensuring direct reports satisfactorily perform their duties and fulfill their responsibilities

Developing managers to prepare them to progress within the company

Ensuring managers have the support and assets to meet company objectives

Increase profitability and growth

Developing/Improving procedures and services

Retaining current client/customer base

Marketing – resulting in increasing the client/customer base

Creating and updating company policies and forms

Authority to enter into contracts with customers, vendors, etc.

Maintaining a courteous and professional relationship with all customer, vendors, co-workers, supervisors and managers

Supervision of executive management and all other direct reports

Unilaterally hire and release/fire associates in their area of responsibility

Service driven with a focus on making business grow

Have knowledge of all the basic HR fundamentals

Sales management

Able to get the job done with changing priorities

Livermore Consulting, Seattle WA May 12’ – May 13’

Owner and Consultant

Provide contracted consulting for human resources and recruiting services

Train and develop company’s operation/management teams

Compose and edit all company responses to Request for Proposal/Information/Quote

Develop and manage the integrated, strategy aligned departmental work plans

Coach teams in handling customer and employee issues in a professional manner applicable to HR requirements

ABM Industries, NW Region Aug 08’ – May 12’

Regional Director of Operations and Development

Direct responsibility of thirteen (13) locations and indirect responsibility of eight (8) states of business – including the overall administration and profitable operation including the development of employees, expense/labor control, and market growth, manage and maintain financial performance for all expenses, wages, billing, receivables, and purchasing

Recruit, hire, manage, ensure on-going training and development, administer performance reviews, promotions, handle investigations, terminations for diverse, cross functional teams of Field and Customer Service staff, Professional staff from Accounting/Finance, Project Management, Human Resources, Marketing, Administration, and Executives within region - resulting in more efficient and complete services/projects/customer satisfaction

Provide guidance and direction to create a positive work environment that allows for team growth and ongoing leadership development from both internal and external pipelines

Manage teams with varying race, gender, ethnicity, skill, etc. that encompass the right capabilities and are the “right fit” which include all levels of the team from executive and management staff to operations personnel

Strategic planning geared towards building tools that attain increased financial result, such as; revenue generating opportunities, cost effectiveness, standard operating procedures, incentive plans, labor staffing plans and sales strategies

Balance competing priorities, complex situations, and tight deadlines

Senior liaison for facilitating the development, maintenance and monitoring of ongoing plans, initiatives and changes

Develop and manage the integrated, strategy aligned departmental workplans, annual revenue target, operating and capital budgets

Engage in recruitment and interviewing functions to assist leadership team; keeping my finger on the pulse with continued follow-up on behaviors, workplace conditions as to be able to communicate to executive team as well as challenge and troubleshoot with the leadership in the field

Make optimal use of the performance and talent management planning, processes and tools to monitor and report status

Cultivate and maintain effective, long-term, collaborative client and customer relations within eight (8) Northwestern States in my territory to achieve mutual goals and ensure solid business relationships and maintain/increase market share. Actively seeking out opportunities for investment, revenue generation and strategic partnerships

Compile and analyze data to create monthly forecasts and financial analysis of regional accounts and make recommendations to minimize expense/maximize revenue

Coach team in handling customer and employee issues in a professional manner applicable to HR requirements

Approve all job based payroll and budgets

Act independently and make accurate decisions with attention to detail

Drive organizational performance results by expanding critical individual, team and field staff capabilities

Demonstrate exceptional interpersonal skills that are positive and customer service oriented that reflect a positive image for the Company; give instruction on proper compliance with the Company’s policies and training programs

Compose and edit all company responses to Request for Proposal/Information/Quote

Acts as a representative and ambassador to the local community and nationally to promote positive relationships and strong partnerships for the benefit of the organization

Develop, administer, analyze data, and follow up with competency and service programs such as Safety Ambassador, KPI’s (Key Performance Indicator’s) and Survey Monkey

Advanced to Expert proficiency of Microsoft Office Suite (Excel, Word, PowerPoint, Outlook, etc.)

Working knowledge and daily use of Hyperion, JD Edwards, Salesforce, BI Reporting, and more

Mary Kay Cosmetics, Seattle WA Nov 02’ – Aug 15’

Director

Mentor, train, and monitor management and staff in both office and field responsibilities using the most up-to-date and effective training techniques and materials

Handle all HR responsibilities (recruiting, on-boarding, performance appraisals, investigations, payroll, etc.)

Guide the Leadership Team on how to effectively implement the company’s required training programs

Develop, administer, analyze data, and follow up with competency and service programs such as KPI’s (Key Performance Indicator’s) and Survey Monkey.

Advanced to Expert proficiency of Microsoft Office Suite (Excel, Word, PowerPoint, Outlook, etc.)

Jack in the Box Inc., Greater Seattle Area May 01’ – Nov 03’

Regional General Manager

Leadership and project management; Proven ability to lead with integrity and coach by example

Built environment of high performing, revenue generating sales & customer focused teams

Senior liaison for site-wide initiatives

Successful development and hands-on oversight of the “restaurant turn around” program

Identify talent and project company needs (that include monitoring & reporting of talent status, success, opportunity and performance) utilizing data, facility target and other indicators

Ops Manager of 400+ field and customers service staff over 8-13 locations

Senior Project Manager for four (4) successful “from the ground up- every detail” restaurant startup and openings

EDUCATION / REGISTRATIONS

University of Washington, Seattle WA

Shoreline Community College, Shoreline WA

AFFILIATIONS

Sustaining Partner, Building Owners & Managers Association

Board of Directors, Commercial Real Estate Women

Member, Bellevue Downtown Association

Member, South Lake Union Chamber of Commerce

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