COLLEEN M. JONES
608-***-**** ● Janesville, WI 53548 ● *******@*****.***
https://www.linkedin.com/in/colleenjones2
QUALIFICATIONS SUMMARY:
High-achieving, effective OPERATIONS and CUSTOMER SERVICE Leader with extensive experience in Export/Domestic, multi-channel environments, team building, customer support, projects, and sales growth. Skillfully coach and develop team members to ensure customer experience is exemplary and productivity goals are met. Effectively identify, organize, and manage resources for timely implementation of complex projects and maximize productivity in daily operations. Adaptable, resourceful, and reliable professional with excellent interpersonal skills and cultural awareness that builds trust and engagement.
Areas of Expertise:
Leadership
Team Building
Coaching & Development
Change Management
Customer Service
Employee Training
Quality Metrics
Problem Analysis / Solving
Productivity Improvement
Continuous Improvement
Multi-Channel Operations
Effective Communication
PROFESSIONAL EXPERIENCE:
DATA LISTING SVCS DBA THE CONNECTION ● ROCKFORD, IL 6/2016 – 12/2016
Call Center Services, Consulting, BPO
Operations Manager
Manage rapid growth Client program, multi channel service, supported across 3 locations
Reduced monthly attrition (20% MO AVG decreased to 4%)
Implemented process and technology efficiencies to maximize staffing (Utilization increase 35% MO AVG to 60-80%)
Increased Employee engagement and reduced absenteeism
Identified skilled, adaptable agent resources to respond to client business needs promptly and effectively
WW GRAINGER INC. ● JANESVILLE, WI 8/1997 – 4/2016
North America’s leading broad line supplier of maintenance, repair, and operating products
Senior Manager - Regional Export Customer Service (8/2014 – 4/2016)
Deploy new Domestic Export Customer Service Team in Janesville WI. Evaluate business needs, deployment, and branding of the Team. Analyze account transition requirements, establish processes, and staffing requirements.
Recruit, coach, and develop: Manager (Houston), Export CS Team Lead, 10 Team Members (JVL)
Review and analyze staffing, workflow, forecasting, service level, and general business
Export lead on several projects:
Implementation of Email Response Mgmt Sys (ERMS) / Impact360 Scheduling Forecasting technology (eWFM) / ‘Open Order’ reporting for US Export Locations / SAP Extended Warehouse Mgmt (EWM) Greenville, SC DC003
Manager – Export Customer Service (11/2008 – 8/2014)
Intl Call Center Dept supporting Phone/Email/Web/Intl Logistics/Export Compliance/ Government
Recruit, coach, and develop 8-26 employees that support 13 separate Business Units/Brands
Review and analyze staffing, forecasting, scheduling, service level, and general business – Call Center team in International Department, Intl Logistics, Export Compliance, Government Team
Establish process requirements, create training documentation and delivery, implementation
Export lead on several projects:
LSS Integration into WW Grainger / Implementation of Common Distribution Platform
Manager – Customer Service (7/2002 – 11/2008)
Recruit, coach, and develop 18-25 employees, forecasting, service level, and general business needs – Call Center team, Catalog Mail List, Ben Meadows Business Unit, Government Team
Onsite Supervisor for 5 separate acquisitions during ‘Due Diligence’ phase
Supporting role in several projects;
Highsmith – Divestiture / PeopleSoft 8.8 - Conversion
Mentor, onboard, and train new CS Managers
HR liaison – Primary interviewer and recruiter of CSRs, department communications
Customer Information Specialist (2/2002–7/2002)
Coordinate development and implementation of Prospect Database for returned media
Data analysis, testing, validation and implementation - Ben Meadows Acquisition
Customer Service Representative (1998-2002)
Packer – Distribution Center (1997-1998)
US VISION D/B/A JCPENNEY OPTICAL ● JANESVILLE, WI 1989-1997
Store Manager
Recruit, coach, and develop 6 employees, forecasting, service level, and general business needs
Successfully built Sales programs to produce the 2nd highest ranked store in Wisconsin
Mentor Managers for three WI stores
BUDGET RENT A CAR SYSTEMS, INC. ● MILWAUKEE & JANESVILLE, WI 1984-1989
Location Manager
Recruit, coach, develop 9 employees, forecasting, service level, and general business needs
EDUCATION & PROFESSIONAL DEVELOPMENT:
Grainger Experienced Manager [GEM] Course (2014) ● Lake Forest, IL
Complying with US Export Controls (2007, 2010) ● Bureau of Industry Security
Executrain Supervisory, Units I, II, III, IV (2002) ● University of Wisconsin-Madison
TECHNICAL SKILLS:
SAP – ECC, CRM, EWM
Impact360/eWFM
PeopleSoft
AVAYA Telephony
Cisco Telephony
Microsoft Office – Word, Excel, PowerPoint, Access