Customer Service Representative
Resume:
Karen Moldenhauer-Hoffmann
Pewaukee, WI
adv5we@r.postjobfree.com
Customer Service, Inside Sales, Marketing and Sales Professional with over 20 years of progressive experience in industrial sales and service.
Six Sigma Process Improvement Professional, identify and implement Total Quality, DMIAC and lean to people, process and procedure.
Developed full sales territories from the ground up, locally, nationally, and in Western Europe.
Strong project management skills, individual leadership qualities and the ability to influence others.
Never discouraged by 'No' will always ask for the opportunity to quote service and be their provider.
Worked within: Water and Wastewater, Oil and Gas, Power Generation, Pulp and Paper and Industrial Manufacturing.
Proven ability to lead, motivate, influence and communicate with a diverse range of people at all levels and functions of an organization.
Strong execution skills; ability to drive successful implementation and results with the organization.
Self-motivated, high learning velocity, good decision-making and conflict resolutions abilities.
Challenging Sales Professionals to think outside the box to satisfy customers and potential customers.
Developing least cost tools within the Sales and Service world that include not only the telephone but also email, live chat and social media that help ensure customer knowledge and satisfaction.
Work Experience
Director
Impact, Inc
December 2013 to Present
2-1-1 Contact Center
Accountable for the growth, development and operational management of a 24/7 REMOTE Customer Contact Center.
Develop and implement a 5-year Strategic Plan for the entire Contact Center program.
Stopped an ad hoc approach to sales and service and require a more deliberate plan for program growth.
Setting Sales and Service up for success instead of sloppy work and customer dissatisfaction.
Received NIATx Change Leader Certificate in 2015
Analyze data from several systems to evaluate the Contact Center operations for efficiency, performance and Customer Satisfaction.
Define measure and regularly deliver performance metrics to the Customer Service Representative teams.
Develop Customer Satisfaction tools.
Developed and implemented a quality assurance monitoring program to ensure customer needs are met and training is effective.
Reduced unavailable time by 40%, Increased Speed of Answer by more than 90%, Increased Customer Satisfaction by 18%.
Accountable for all training development and implementation.
Updated and developed new training going from "blue binders" to the 21st century.
Reduced training time by 75% from weeks to days. Train for consistency, every customer gets the same positive answers and experience.
Oversee customer issues to ensure effective resolution.
Train and develop all Managers, Supervisors and Leads.
Through great training and communication, customer service reps are empowered to serve our customers.
Collaborate with management team to align customer service department policies, procedures and systems with the company's objectives.
Continually works towards self-development to stay up-to-date on customer service, sales and supervisory procedures and best practices.
Product and Marketing Manager
MAGNADRIVE CORPORATION
April 2012 to December 2013
Personally recruited by a past V.P. of Sales from ITT who had taken the position of V.P. of Sales and Marketing at MagnaDrive. As the Product and Marketing Manager was responsible for all the Marketing activities of the MagnaDrive products.
Responsibilities included analyzing industry driving forces, market trends, competitive trends, and customer feedback to identify priority themes and business needs for that industry.
Develop product positioning and messaging that differentiates MagnaDrive Products.
Understand industry-specific business needs/problems and translate these into solution requirements.
Identify the buying cycle and personas within the target industry and provide direction and effective targeting methods.
Supported the Inside Sales and Sales teams through quote to close of sale.
Collaborate with sales and R&D in the development of innovative solutions and successful deployment to the industries we service, Pulp and Paper, Marine, Mining, Oil and Gas, Water and Wastewater, Power Generation and Industrial Manufacturing.
Champion and lead the creator of industry-specific sales and marketing collateral.
Build the MagnaDrive brand and expertise in the industry by engaging/facilitating industry-leading events including industry association participation and meeting presentations, press releases, trade articles, tradeshow presentations/booth support, Voice of the Customer, etc.
Internal industry expert within the company - develop and execute training and tools for sales, customer service and tech support. Financial responsibility for industry KPI (forecasting and execution).
Customer Service Manager / VBSS Lean Black Belt
ITT (XYLEM) FLYGT CORPORATION
February 2007 to April 2012
Flygt Corporation is a part of the Water and Wastewater Division of ITT
Customer Service Manager / VBSS Lean Black Belt
Brought on to develop and foster a highly productive team by recruiting, training, developing and managing personnel in five branch offices in accordance with company policies and procedures. Supported five direct sales branch offices and ten states of indirect sales. Responsible for delivering increased sales order accuracy, processing and monitoring order data entry and delivery timelines; and maintaining compliance with sales, marketing and Sarbanes Oxley guidelines. Supervised, trained, motivated and evaluated experienced Customer Service, Inside Sales teams and Application Engineers: applying problem-solving skills to exact change in old, cumbersome and redundant processes.
Maximized reduced resources to achieve maximum Customer Service with increased productivity.
Created metrics that improved customer satisfaction by 22%.
Consistently met and exceeded deadlines and goals.
Implemented and coordinated both strategic and tactical plans to enhance the performance of both customer service and inside sales.
Monitored programs, processes and procedures to ensure on-time delivery and exceed customer satisfaction.
Created programs that not only saved thousands of dollars but also gave AE's and CS more time with customers instead of the copier.
Developed working teams in Sales, Service and manufacturing to increase communication and improve delivery to the customer.
Trained and supported five Six Sigma Green Belts to ensure Lean throughout the Customer Service and Sales Teams.
Increased communication within teams equaled increased Customer Satisfaction.
Contract Review and acceptance.
Saved unmeasurable time and dollars re-writing and negotiating more favorable contracts.
Regular coached teams in order to achieve increased performance and customer satisfaction.
Adept and experienced in problem-solving and providing solutions.
Excellent qualifications in leadership and interpersonal communications.
Customer Service / Inside Sales Manager
RUNDLE-SPENCE CO
May 2005 to February 2007
Rundle-Spence Co. is a 140-year-old, family owned Milwaukee tradition, serving the surrounding communities with plumbing, heating and industrial supplies.
Customer Service / Inside Sales Manager
Hired to bring the new millennium statement "Better Service Means Better Value" to life. Asked by the Spence family to give meaning to the statement they created and believe in and were unable to impart on their well-seasoned Customer Service / Inside Sales employees.
Designed and applied Benchmarks for all Customer Service / Inside Sales Teams.
Implemented an incentive program to help move the good and great performers to a new level (truly believe that when challenged, the cream will rise to the top).
Replaced old telephone equipment with an up-to-date NEC system that allowed us to manage customer calls effectively, as well as understand the customer's patterns and needs.
Cross-trained each team to be able to handle the other team's workloads as needed.
Emphasizing the importance of one team with a common goal: sell more and satisfy your customers!
Executed a training program to emphasize sales as well as basic help desk functionality. Creating salespeople out of order takers, basic suggestive selling, upsell, cross-sell, getting the customer what they need, not what they ask for, creating a need if none exists.
Implemented and managed a new sales initiative program that included outbound calling of existing customers, one-time or walk-in customers and cold calling potential customers.
Created and managed the annual Customer Service / Inside Sales budget, as well as created budgets for all departments using historical data.
Team was responsible for sales growth of 11% while reducing cost of doing business by 7+%, in a year where building was down and competition was fierce.
Directory Order Center Manger
Product Development Corporation (PDC)
June 1995 to July 2005
Director of Client Relationships
PRODUCT DEVELOPMENT CORPORATION
August 1999 to May 2005
Director of Client Relationships
PRODUCT DEVELOPMENT CORPORATION -
Milwaukee, WI
June 1995 to May 2005
Education
Six Sigma Black Belt in Process Improvement
ITT and Michigan State University
Colorado Springs, CO
January 2011 to June 2012
Skills
Marketing
Strategic Planning
Budget
Training
PowerPoint
Word
Process Improvement
Customer Relationship Management
Operations Management
Contact Center Management
CRM, ERP
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