Customer Service Supply Chain

Barbara J. Hoeschen

Rogers, MN ***** 612-***-**** **********@*****.*** LinkedIn

Customer Service Manager

Customer-centric leader with extensive experience in managing large-scale teams, optimizing resources, enhancing team performance, driving operational success while maintaining employee satisfaction and customer service excellence. Adept at building and refining systems, processes, and partnerships that support profitable business growth and long-term success.

Key Skills

Customer Care & Call Center Management Team Leadership Project Management Workforce & Capacity Planning Supply Chain Management Process Improvement Field Service Network Management Change Management Compliance & Policy Management Data Analytics and Insights Training & Development

Risk Management Contract Management Communication

Professional Experience

Asurion Senior Manager, Service Operations

Remote Aug 2021 – Nov 2024

Led and managed daily service operations and technical support for a 150+ seat team across the US, Canada, Colombia, and the Philippines, handling 360K+ annual claims and 200K calls. Oversaw warranty claims processing, service coordination, and parts supply chain oversight for premier clients such as Home Depot, Amazon, AT&T, Verizon, Tractor Supply Company, and Dick’s Sporting Goods. Ensured optimal resource allocation—technicians, parts, and support staff—to meet operational demands, service level agreements (SLAs), and drive seamless fulfillment and customer satisfaction.

Directed recruitment, hiring, training, and performance management for the service operations team, cultivating a high-performing team focused on service excellence.

Led workforce planning, scheduling, and resource planning, anticipate workload fluctuations and ensure capacity planning accuracy using historical data.

Developed and optimized workflows, reducing claims costs by 10% and improving first-time resolution rates, enhancing operational efficiency.

Maintained detailed scorecards, leveraging data analytics to identify trends, enhance decision-making, and implement insights that improved productivity and customer satisfaction.

Served as an escalation point for high-priority customer issues, ensuring timely resolution and SLA compliance in alignment with service contracts.

Collaborated with cross-functional partners to proactively address service exceptions, streamline processes, and enhance first-call resolution, resulting in improved SLA, completes per day and client satisfaction.

Partnered with stakeholders and business teams to analyze dashboards, and performance metrics driving data informed decisions that optimized service operations.

Teksetra Director of Service Delivery & Project Management

Plymouth, MN June 2018 – Aug 2021

Led Project Management team across financial institutions, healthcare, military and retail sectors ensuring on-time and cost-effective service delivery.

Drove year-over-year revenue growth from $20M to $25M by managing high-profile clients, including Wells Fargo, Wells Fargo Home Mortgage, Wells Fargo Advisors, Huntington Bank (TCF), Bank of America, and military installations, improving client satisfaction.

Developed project charters, work plans, and deliverables, driving alignment with strategic goals, mitigating risks and escalated critical issues, implementing contingency plans to maintain timelines.

Optimized workforce operations by overseeing recruitment, training, and performance management of the tactical workforce, ensuring resource readiness for project fulfillment.

Defined project scope and success metrics in collaboration with stakeholders, effectively tracking timelines, milestones, and deliverables—resulting in a 20% margin increase.

Conducted post-mortem analyses to document lessons learned, driving process improvements that enhanced client satisfaction and secured future revenue opportunities.

Best Buy Inc. Richfield, MN

Manager, Sales Enablement Aug 2015 – Feb 2018

Managed strategic vendor partnerships with industry leaders such as Apple, Bose, and Dell across 1,000+ retail locations, driving a 10% annual revenue increase while ensuring alignment with customer needs and business objectives.

Led workforce planning, scheduling, and resource planning, anticipate workload fluctuations and ensure capacity planning accuracy using historical data.

Recruited, trained, and developed specialized talent for roles such as Apple Experts, fostering a customer-centric environment that improved in-store engagement and increased sales performance

Performance managed team members to focus on customer experience execution increasing productivity to continuously drive and improve efficiencies and profitability.

Best Buy Inc. Richfield, MN

Sr. Manager, Supply Chain & Vendor Operations Feb 2014-Aug 2015

Managed procurement of parts and consumables required for warranty claim fulfillment, ensuring optimal lead times, quality, and cost efficiency.

Oversaw supplier coordination, inventory management, and cost control to support seamless service operations and maintain high customer satisfaction.

Negotiated vendor contracts and agreements, optimizing pricing, parts quality, and returns utilization to enhance operational efficiency.

Directed a team of analysts to oversee parts procurement pipeline and supplier network, driving improved cost management and supply accuracy.

Deployed a vendor-managed inventory (VMI) process for onsite repairs at Geek Squad City, reducing Best Buy-owned parts costs by $2 million annually.

Best Buy Inc. Richfield, MN

Manager, Service Operations Employee Support Center Jul 2004-Feb 2014

Led a team of 25 technical professionals offering technical support field technicians to achieve first time resolution, reduce truck rolls, reduce parts utilization and increase customer satisfaction by 10%, modeling proficient processes.

Oversee the diagnosis and resolution of consumer electronics issues, providing technical support and troubleshooting for technicians.

Ensure prompt and effective responses to technician inquiries and complaints, maintaining high service standards.

Design processes to ensure efficient work-flow process of call routing, ticketing, and resolution within service-level agreements (SLAs)

Performance monitoring of team KPIs such as first-call resolution, quality, and customer satisfaction to evaluate and improve operations.

Directed recruitment, hiring, training, work assignment, performance management and coaching for team cultivating a high-performing team while building a winning culture.

University of Minnesota – Twin Cities

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