Dynamic Director of Service Quality with Leadership Focus

JOANNE REUSCH

**** ********* **., ********, ** 27012 Email: *************@***.*** Phone: 631-***-****

PROFESSIONAL SUMMARY

Dynamic Director of Service Quality at Ferrellgas, adept at enhancing customer engagement and optimizing processes. Proven track record in problem-solving and negotiation, successfully improving vendor contracts and team performance. Passionate about mentoring and developing talent, while driving continuous improvement initiatives to elevate service standards and achieve organizational goals.

EXPERIENCE

Ferrellgas – Winston Salem, NC

Director of Service Quality

March 2008 – Present

Oversaw multiple departments including Sales, Customer Service, Digital Channels, Technical Support, Claims, Data Entry, Products, Operations Support, Technology, Emergency Dispatch, Southeast Retail, Corporate Mailroom, and Helpdesk.

Built strong relationships with internal and external stakeholders.

Collaborated cross-functionally to streamline processes and improve communication.

Championed best practices and delivery standards across teams.

Led regular team meetings to address challenges and celebrate successes.

Conducted performance evaluations and provided coaching for growth.

Resolved complex technical issues through root cause analysis.

Implemented metrics to measure business agility and optimize delivery.

Mentored team members on career development within the organization.

Partnered with Operations to identify growth opportunities and drive sales.

Achieved sales goals for new customer acquisition and retention.

Managed multiple concurrent projects with timely execution.

Acted as liaison between clients and developers to clarify project objectives.

Negotiated favorable vendor contracts and support agreements.

Researched emerging technologies to support digital transformation.

Spearheaded technology upgrades based on stakeholder input.

Integrated innovative solutions to enhance customer experience.

Developed flows, scripting, and parameters for .ai channels.

EDUCATION

Associate of Arts (A.A.)

Nassau Community College – Uniondale, NY

January 1987

SKILLS

Leadership & Management

Supervision and Team Leadership

Training & Development

Conflict Resolution

Time Management

Relationship Building & Networking

Customer Experience & Strategy

Customer Engagement

Retention Strategies

Up-selling & Sales Expertise

Revenue Generation

Fundraising Events

Operations & Technology

Process Improvement

Troubleshooting

Project Planning & Management

Vendor Selection & Partnerships

IVR and Artificial Intelligence (Development & Implementation)

Analytical & Critical Thinking

System Proficiencies

Salesforce

Peoplesoft

NICE / InContact

West IP Communications

Yellow.ai

Jira Ticketing

Microsoft Office

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