Customer Service Manager
Resume:
Oak Harbor
Mobile: 360-***-****
*************@*****.***
Debby Moon-Resume
Career Aspiration
Working for DHL was always inspiring because the existence and formation of the company was driven by the customer, and delivering to the customers’ needs. This underpinning philosophy is what drives me and my career. I will always seek out and work within parameters that suit this theme, and aspire to continue to take up roles that best align to this focus. With a strong customer service background, and a focus on operational process excellence, I am best positioned to work within roles that draw on both these areas.
Experience
Jan 2014-Dec 2015 DHL Global Forwarding Global Head Office Germany
Customer Service Trainer
Produced Trainer Notes, Exercises and End to End Screenshots for Incident to Close
Trained over 120 Master Trainers from all work-streams for I2C, based on requirements (Complaints or Operational Irregularities)
Trained Nordics, Middle East, Mexico, Netherlands and U.S.A. Senior Management Teams on NFE High Level.
May 2012-Dec 2013 DHL Global Forwarding Global Head Office Germany
Customer Service Expert
Lead a multinational team to design processes and procedures for Customer Service in the New Forwarding Environment
Approved Business Specifications related to Incident to Close work-stream (Complaints and Operational Irregularities
Liaised with Vendor regarding requirements needed for our Customer Relationship Module (SAP).
Worked with the Global Customer Service Team on Policy and Procedures
Wrote Test scenarios for SIT Testing and executed Test Cases
Trained over 100 multi-national participants on Incident to Close
2011-2012 DHL Express Global Head Office Germany
First Choice (Six Sigma + lean) Senior Advisor (SA) (black belt ) and NPA Manager (NPS)
Conducted 5 Six Sigma Yellow Belt Trainings at Global Head Office
Assessed and certified all Initiatives for both Europe and EEMEA
Compiled the Express First Choice (Six Sigma) Training Material
Project Manager for NPA (NPS) Europe (Pilot)
Coached 7 new Senior Advisors ( Black Belts) and one Advisor (Green Belt)
First Choice Lead for Finance Global Initiative
First Choice Program Manager EEMEA (from September 1st, 2011)
2008–2010 DHL Express EEMEA United Arab Emirates
First Choice (Six Sigma + lean) Project Manager and Regional Senior Advisor (black belt) EEMEA
Conducted 5 Executive Kick Offs for EEMEA countries
Conducted 11 Initiative Champion Trainings including 7 Senior Management teams with a pass rate of 84%
Lead First Choice Initiative for Reduction of Credit Notes in EEMEA
Coached 6 Initiative Champions
Conducted 4 Process Improvement Workshops
Coached 4 Process Improvement Advisors
Organized 3 Process Improver Advisor (PIA) Trainings
Worked with Country and Area Managers to identify PIA and SA applicants
Worked with Country Senior Management Teams to select and scope initiatives
Worked with Country Managers to drive First Choice
Liaised with Country First Choice Heads to drive First Choice and report on progress
Collated EEMEA monthly Report
2007-2008 DHL Express New Zealand Auckland
Head of First Choice (Six Sigma + lean) and Senior Advisor (black belt)
Designed and implemented First Choice Launch
Initiative Champion for 1 Complaint Management Initiative
Coached 3 Initiative Champions
Conducted 1 Initiative Champion Training
Implemented 5S in Gateway
Prepared and submitted Country First Choice report to Regional Office
Used Customer Interaction Survey, Customer Complaints/Traces and credit notes to identify and recommend potential initiatives
Senior Management Team Member.
2006–2007 DHL Express New Zealand Auckland
Customer Care Manager
Recruited, hired and developed Customer Service Backline and Operations Support staff
Managed and motivated 25+ staff handling Claims, Complaints and Traces
2IC for Customer Service Manager, managing all staff during Customer Service Manager’s Absences
Conducted training on Network Tracing Procedures and Complaint Handling
Ensured Network Tracing Procedures were adhered to
Identified gaps, bottlenecks and implemented improvements to ensure targets were met
Monitored and coached staff and developed coaching plans to ensure continuous improvement
Conducted Performance Appraisals
Approved all claims and managed dept budget
Identified root causes of complaints and highlighted to appropriate Managers
Prepared and submitted reports to Regional Office
Resolved escalated complaints
Responsible for staff performance management
Managed own P. and L.
2003–2006 DHL Express Australia Brisbane
Call Centre Analyst
Analyzed call history to forecast call volumes
Scheduled staff based on forecasts
Approved/ Rejected staff leave requests
Ensured Call Centre met all targets by correct scheduling of staff
Reported Monthly results to Regional Office
Ran Daily Performance Dialogs with Managers and Team-Leaders to advise on the strategy for the day
Monitored staff breaks, team meetings, coaching etc to ensure adherence to schedule
Wrote contingency plans for Special Causes
1999–2002 DHL Express Australia Brisbane
Customer Care Team Leader
Lead a team of 16 Backline Agents to resolve track and trace queries
Resolved Complex and Escalated complaints
Coached Staff
Monitored Staff performance
Prepared and conducted performance appraisals
Performance Management
1998-1998 DHL Express Australia Brisbane
After Hours Supervisor
Supervised staff during evening hours
Allocated and conducted night calls
Handled escalated calls
Answered front and backline calls
Managed staff breaks
Qualifications
Year 2007
Name First Choice Senior Advisor (six sigma black belt)
Principal subjects Six Sigma and Lean Principles
Certified Gold (Six sigma equivalent Master Belt) 2009
Year 2006
Name Accelerated Change Transition (ACT Training)
Principal subjects Change Management
Year 2003
Name Leading High Performance Teams
Principle subjects Workforce planning, mystery shopper, performance management
Referee’s
Nikola Hagleitner
Global Head of Industrial Projects
******.**********@***.***
Fiona Evans
Customer Service Manager Oceania
*****.*****@***.***
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