Dani J. Gulledge

**** **** *** *****, **** Mill, SC 29715

704-***-**** acw97d@r.postjobfree.com

Senior Level - Customer Service Manager

Professional Profile

Twenty- one years of call center management and design experience, including assistant manager, senior manager and director in the photography, medical, HVAC industries and not for profit organization. Developed and implemented strategic plans to enhance both internal and external customer relationships utilizing the Six Sigma methodology.

Areas of Expertise

Productivity & Efficiency Improvement

Organization Design & Development

Project Planning & Execution

Operational Process Analysis

Change Management

Performance Management

Continuous Improvement of

P&L Management

Multi-Site Operations

Training & Leadership Development

Operational Process/Standards

Problem Solving

Decision Making

Professional Experience

Customer Service Manager, Boy Scouts of America, Charlotte, NC, April 2013 to Present

Recruited by the President of Boy Scouts of America, implement Customer Support Center Redesign Program. To design, develop and deploy “performance excellence,” quality customer support system for a new product initiative. Designed and Implemented process and procedures for wholesale and retail web sales, Jamboree sales, Prize Incentive Program support, Camp Ordering process as well as the Recruitment Campaigns.

Analyzed Existing Systems

Analyzed Existing Training Programs

Analyzed the Stat of Existing Staff

Preformed Strategic Planning to drive change

Established Process Flows for all existing processes.

Designed/Developed/Implemented New Hire Training Program

Designed/Implemented Call Quality Program

Develop/Deliver Needs Assessments

Alternate solution, cost and benefit identification/evaluation

Customer Service Manager, DebMed, Charlotte, NC, July 2011 to April 1, 2013

Recruited by the President of Deb Worldwide, a diversified international health care company, to design, develop and deploy “performance excellence,” quality customer support system for a new product initiative for the DebMed GMS Hand Hygiene Compliance System. Designed and developed an intuitive application based on Six Sigma operational excellence (“ DMAIC” methodology) to support a multi-channel call center support system providing “First Call Resolution” and “First Call Avoidance,” to the customer base developing Key Performance Indicators. Supported business strategies and objectives by developing and implementing performance management system to substantially improve integration of quality, operational and financial information for a new startup medical initiative.

Development of Web-based client server

System user acceptance testing

New tool/technology evaluation to enhance system functionality

Strategic Planning and Leadership

ACE Certified to lead process changes

Continuous Improvement of Operational Process and Standards

Project Planning and Execution

Develop/Deliver Needs Assessments

Alternate solution, cost and benefit identification/evaluation

Training & Leadership Development

Workflow analysis/process reengineering

Customer Service Manager, Carrier Corporation, Charlotte, NC, March 2007 to July 2011

Recruited by the Senior Human Resource Manager to implement an enterprise wide quality system to improve cost, enhance operational performance levels, establish obtainable Key Performance Indicators and to develop an award winning customer solution center.

Designed and established the first ever international process to ensure that our clients overall HVAC startup process exceeded all expectations. Focused on the cultural and organization change to ensure the development of the support center.

Primary leadership responsible for the complete operational turnaround of the failing customer service strategy for Carrier Corporation. Developed, designed, implemented and led the redesign of existing customer service platform to include the ACE directive to promote a highly efficient and effective Customer Service team.

Efforts resulted in the BSS National Accounts Customer Service Center to receive their ACE Bronze certification with in the first year of implementation as well as their ACE Silver certification with in the first three years. Team was consistently tracked above the Gold certification requirements. Career Track; Researched, defined and established a series of business solutions to ensure that all internal business units and external National Accounts were handled professionally and timely with all of their service orders. Conceptualized and led an executive team through a vision/strategy process to improve our customer experience. Encourage the concept that Carrier is the supplier of choice for all service needs.

Design/Development/Implementation of Web based client system.

Multi-Channel business design and implementation.

Development of intuitive computer system to drive performance and quality.

Strategic Planning and Leadership

ACE Certified to lead process changes

Continuous Improvement of Operational Process and Standards

Project Planning and Execution

Develop/Deliver Needs Assessments

Alternate solution, cost and benefit identification/evaluation

Training & Leadership Development

Workflow analysis/process reengineering

Total remake of the Operational Procedures of the Call Center

Established process driving individual accountability designed to provide consistent customer support.

Designed, developed and implemented the Store Manager Hotline software to support the company national branch consolidation project.

Customer Service Manager of the Wealth Transfer Division, Vanguard, Charlotte, NC, January 2004 to

March 2007

Managed a specialized team within the Retirement Resource Center, a 3 billion dollar division of the Vanguard Customer Relation Group. Designed and implemented multiple programs designed to jumpstart and drive corporate commitment to the superior customer service ratings. Project planning, creation and implementation of the WTS Dashboard to ensure employee understanding and commitment. Successfully increased service levels from 63 percent to 95 percent by setting BHAG goals. Provided extensive training in change management to drive the development of a rapidly developing support team.

Development of highly specialized team of 36 agents fielding 85,000 incoming calls and 56,000 outgoing calls from clients dealing with catastrophic life events.

Six Sigma DAMIC Process Improvement Development.

VOC – Voice of the Client based on Six Sigma processing mapping.

Extensive Training in Change Management Implementation due to the rapid development of the team.

Creation of the extensive development plans to ensure team member retention.

Designed and development of Contingency planning for unforeseen circumstances, and natural disasters.

VP of Operations, MedLink Medical Services Charlotte, NC, January 2002 to January 2004

Recruited by the Owner/CEO of a $1.5 million dollar medical industry answering service center enhance operational performance levels within the service center. Cost reduction through improved process performance driving productivity gains. Controlled the overall operations, P&L management, business analysis and the design and development and implement customer service platform to drive quality assurance to promote customer retention.

Design/Development/Implementation of call center for 450 Doctors Groups, Hospitals and Specialty Practices.

Managed the data to day operations maintaining client relationship, billing, collections as well as trouble shooting.

Functioned as Customer Service Manager, Collection Manager, Human Resource Manager and Technology Manager.

Negotiation of National and International Contracts

Director of Customer Service, PCA International, Inc., Charlotte, NC, January 1994 to January 2002

Total redesign of the Operation Procedures for the Call Center. Implemented a system of policies and procedures with the goal of individual accountability designed to provide better support for our internal and external customer base.

Drove the partnership of two Customer Service groups resulting in a complete computer system redesign. Designed and implemented training platform to ensure employee satisfaction

Managed call volume of 1.0 million per year. Increased calls per agents that reduced the call volume by 133%

Designed and established Communication Central/Store Manager Hotline

Multi-level center designed to support the calls received from Wal-Mart, K-Mart, Military & Special Event calls 24 hours – 7days per week.

Designed and implemented progressive ACD routing system to support new business.

Established a progressive staffing plan to ensure maximum productivity and efficiency.

Development of intuitive UNIX based computer system to drive performance and quality.

Functioned as the Facility Manager, maintaining and troubleshooting the Nortel Switch, Calaise System and Siemens phone Switch

Project definitions for all E-Commerce, School and Special Events implementation of new business into the Customer Support Center.

Development of intuitive UNIX based computer system to drive performance and quality.

Education

Winthrop University 1984 – 1987 Rock Hill, SC

B.A. in Visual Arts with emphasis in Speech and Communication and minor in Art from Winthrop University,

Member of Alpha Psi Omega – National Drama Honor Society

SC Operation Association – Set Designer

EXTRA CIRCULICULAR ACTIVITIES

United Way Campaign Director 2004 -2007

Call Center National Group – Charlotte group member since 2007 to the present

Junior Achievement Team Leader 2004 - 2007

Toys for Tots Campaign Team Leader 2004 – 2007

Reindeer Raiders Team Leader – Presbyterian Children’s Hospital

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