Linda McFarland

*** ********* **., ************ ** 19438

267-***-**** / adssod@r.postjobfree.com

PROFESSIONAL SUMMARY:

I am an experienced professional with over 23 successful years in a managerial capacity. I am able to combine my years of working knowledge and experience in diverse areas such as customer service, account management, project management, sales, organizational development, training, policy/procedure development and documentation, program development and much more! I have excellent oral and written communication skills. I have also developed strategies and operational plans that clearly reflect the company’s vision and goals as is it applies to the department and company as a whole. I am results-oriented and able to work in fast paced environment with demonstrated time management ability.

PROFESSIONAL EXPERIENCE

Wawa January 2019 – July 2021

Supervisor of Contact Center Operations

Lead a team of 15 direct reports

Provide overall direction and support for team as well as monitoring and assessing performance in accordance with high standards of excellence.

Provide feedback, coaching, support, and guidance regarding development opportunities

Maintain daily schedule for team and assign tasks on a day to day basis

Monitor inbound and outbound contacts to ensure service levels are met and staffing resources are balanced appropriately to manage workload.

Monitor daily, weekly and monthly ACD and contact activity and take action to improve support model processes, staffing and resource allocation.

Provide real-time coaching, review quality assurance data and scores to evaluate performance, analyze trends and provide constructive and motivating feedback to direct reports.

Ensure departmental standards and expectations are documented, updated and communicated to assist with performance management.

Ensure all business policies and practices are communicated to the team in a timely manner to ensure information is available and accurate for the customers.

Communicate any and all changes in store procedures, schedules, new technology, and/or updates to the store management teams.

Identify and resolve all operational issues; act as the single point of contact for escalated and emergency issues.

Implement proactive operational strategies that support new business growth or enhance current productivity of quality service levels.

Collaborate on the development of quality improvement programs as a means to increase productivity, improve support model processes and service levels.

Monitor and record absenteeism in accordance with Contact Center attendance policies.

Assist with contact handling in the event of resource shortages, crisis situations, and escalated events.

GSK/Ranstad March 2017 – October 2018

Project Coordinator – Contract Worker

Set up and follow through claims.

Place orders, answer questions, follow up on orders regarding all vaccines and pharma products.

Process assigned accounts for pre-booked vaccine orders (over 20 million dollars).

Handle all incoming calls related to vaccines and pharma products.

Confirm with Field Rep and/or customer allocation of orders. Where and when orders are to be shipped.

Make sure pricing, contracts, state licenses and all other customer information is correct and up to date on all orders.

Handle return authorizations.

Process incoming orders via Phone, Fax, EDI

Reset passwords and assist customer in navigating the GSK Direct website.

Cardone Industries August 2016 – November 2016

CS/OEM Manager – Temp Assignment

Responsible for managing the daily operations of the Call Center/ OEM team. 13 team members, 3 offsite in TX.

Assist in the development, improvement and transition of the department KPI’s as well as the transition from the AS400 to SAP operating system.

Review, distribute and create various reports and data spreadsheets to make sure the KPI’s were being met.

Be available and ready to assist as call volume increases.

Visited 3 CSR/OEM team members in Harlingen TX for a week to assist during the transformation of the SAP operating system and their transition to Brownsville, TX.

CertainTeed July 2011 – March 2016

Customer Service Manager

Responsible managing the daily operations of the Insulation call center/ OEM team.

Develop and implement changes in the department and with the team.

Presenting departmental stats at Sales meetings.

Review, distribute and create various reports and data spreadsheets.

Handle escalated customer, warehouse and Sales issues.

Interact, understand and assist various functions across the company as needed, including but not limited to Logistics, Traffic, all Plants/warehouses, Credit, Pricing etc…

Handle employee issues, staff scheduling, vacations, overtime, holiday coverage, yearly reviews, approve expenses, recommend hiring, performance plans and termination when necessary.

Be available and ready to assist as call volume increases.

Monitor group metrics and work daily to meet departmental goals,

Contact customers, sales staff, carriers etc. to resolve issues.

Working knowledge of various systems needed.

Work to improve verbal and written internal and external communications from CS.

Working knowledge of SFDC, AS400, SAP, JDE, EDI Order Transmissions, Avaya, Visual CC, OmniPCXRecord, Outlook, Concur, Cisco, Etc.

Reliance Standard Life Insurance Company, April 2009 – December 2010

Director of Customer Service

Responsible for all aspects of the inbound Customer Care Center which consists of 22- 25 agents and one Supervisor.

Responsible for maintaining a Salary budget of approximately $800,000.00.

Created various statistical reports for individual CSR’s, inter-departmental use and Senior Management.

Created daily, weekly and monthly call data reports for service metrics accountability.

Realigned the department so all CSRs are able to answer all call types to increase efficiency.

Implemented extended hours shift using existing resources to cover all time zones in an effort to accommodate internal and external clients in the Central, Mountain and Pacific time zones.

Assisted in the development of a customized training program for the Customer Care Center.

Create and present Power Point presentations to all levels management across the organization approximately every two months.

Developed 360 monitoring program for Customer Care Center team.

Created and developed policies and procedures

Initiated cross-functional departmental collaboration.

Spherion, Contract assignment for SAP AMERICA October 2007 – April 2008

Project Manager for Market Intelligence,

Worked directly with all Competitive Market Intelligence (CMI) teams, CMI customers and Executive Management to provide a high level of project management.

Supported CMI Manager of Operations in the execution of operational guidelines and processes in the areas of Program Office, Client Relations, Expert Panels, Analyst Contracts, Management and Personnel Development

Represented operational link between internal teams, senior management and SAP Finance/HR. Supported CMI Client Relations to ensure and increase CMI awareness.

Provided regular Program Office Updates for Manager of Operations

Ran Expert Panel interviews (analyst identification and contact, execution from various consulting firms).

Managed project-related external vendor purchasing and contracts by closely collaborating with SAP Finance/HR

Managed LOB budget of $800,00.00

Responsible for collaboration within CMI team and other areas of business, answered Sales Advisory Service Requests, or coordinated responses with appropriate analysts.

U.S Maintenance October 2006 – June 2007

National Account Manager

Managed facilities maintenance requirements with continuous margin improvements for Countrywide Home Loans and O’Reilly Auto Parts totaling between $150,000 and $200,000 in sales.

Hired vendors at or below margin for monthly maintenance requirements.

Ensured customer satisfaction and resolved issues between vendor and customer.

Safeguard Business Systems November 1990 – October 2006

North East Customer Service Call Center Supervisor

Assumed all management responsibilities including but not limited to: Training and conducting seminars for employees and distributors, coaching, writing and implementing procedures, employee motivation, employee hiring, performance reviews and disciplinary action, resolving escalated issues and pacifying irate customers

Maintained a positive team and cross-departmental atmosphere.

Designed and implemented moving the entire Customer Service Department move from Fort Washington, PA to Harleysville, PA in 2001, and again From Harleysville, Pa to Lansdale PA.

Provided data to increase staff by 50% (from 10 – 25 employees).

Designed and implemented increased interdepartmental responsibilities and functions for increase in staff.

Developed, implemented, and trained 4 new departments within the Safeguard Business Systems Customer Service Division in the North East. This resulted in an additional staff increase of 10%.

Developed and implemented 3 new departments within the Safeguard Business Systems Customer Service Division Tucker Georgia facility.

Developed and delivered training seminars for distributors and employees at the Safeguard Business Systems bi-annual national meeting in Phoenix, AZ, Orlando, FL and Dallas, TX as well as Safeguard’s customer service facilities in Tucker Georgia and Los Angeles California.

Created and helped implement Customer Service trade show booths for all Safeguards national meetings.

Safeguard positions held:

North East Customer Service Call Center Supervisor 2000 – 2006

Customer Service Lead 1999 – 2000

Customs Coordinator 1997 – 1999

Second Shift Finishing/Shipping Supervisor 1995 – 1996

Second Shift Composition Typesetter 1993 – 1995

Second Shift Finishing/Bindery Operator 1991 – 1993

Second Shift Data Entry Clerk 1990 – 1993

SKILLS

SAP, SFDC, JDE, AS400, Windows, Excel, Word, Power Point, Outlook, Access, Scancode, Barcode tracking, Siebel, Internet tracking, Comet/Scope and GroupWise, various phone systems, equipment and reports such as Nortel/Avaya, Call Center Manager, Call Pilot, Cisco, Angel, IVR’s, FAMIS, Applix, InContact.

EDUCATION:

Gwynedd-Mercy College, B.S. in Business Administration and Organization Development

Completion August 2008, with honors, GPA - 3.69

Member of National Honor Society

Associates Degree of Science in Business Administration and Organization Development, 2005

Dean’s List with a GPA OF 3.84

VOLUNTEER WORK:

Blood donor for the American Red Cross, March of Dimes, Pediatric Diabetes, “Ride for Kids”, Pediatric Brain Tumor Foundation, Convoy of Hope, Chosen300 Miniseries (fight against homelessness and hunger) K9 Partners For Patriots (matches service dogs with veterans who have PTSD or TBI), Hope of Life, Organization dedicated to rescuing sick and orphaned children in the villages and mountains of Guatemala. Volunteered and went on a 1 week trip to Guatemala with my church to assist in helping Hope of Life as well as a village we adopted (QueBrada Honda), former 2 year, active board member of my local Nar-Anon Chapter.

REFERRALS AND REFERENCES:

Available upon request or via http://www.linkedin.com/in/lindamcfarland or upon request.

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