Customer Service Leader with 20+ Years of Experience

MOLLIE A. DUNN

“Delivering Exceptional Customer Experiences through Strategic Leadership and People-Centric Service” Plano, IL 224-***-**** ***********@*****.*** LinkedIn PROFESSIONAL SUMMARY

Customer-focused and results-driven professional with over 20 years of experience in Customer Service, HR Operations and Team Leadership across manufacturing and corporate environments. Skilled in building high-performing teams, streamlining service processes, and resolving escalated customer concerns with empathy and precision. Adept at leading contact center operations, optimizing ERP and order management systems, and aligning service delivery with organizational goals. Proven track record of improving customer satisfaction, retention, and fulfillment accuracy through strategic problem-solving and cross-functional collaboration. Recognized for coaching teams to exceed KPIs, implementing training programs, and fostering a positive, responsive service culture. Experienced in managing payroll, onboarding, and internal communications that support seamless operations and employee engagement. Proficient in ADP, Plex, JD Edwards, and Microsoft Office tools. Committed to delivering exceptional customer experiences and operational excellence through proactive leadership and continuous improvement.

Consider the following Notable Career Results:

Transformed Customer Order Fulfillment

Spearheaded improvements in order processing and delivery coordination, increasing fulfillment accuracy and on-time delivery rates by proactively resolving scheduling conflicts and production delays. Led Cross-Functional Service Teams

Successfully managed and trained customer care teams, reducing escalations by 35% and improving service resolution time through clear SOPs and coaching on service excellence. Enhanced Customer Retention During ERP Transition

Played a key role in ERP system implementation (Plex), leading user adoption and ensuring continuity in customer service operations during the transition, minimizing downtime and retaining client trust. Developed High-Impact Onboarding Programs

Designed and delivered onboarding programs for service and support staff, improving new hire productivity and reducing early turnover by enhancing service expectations and systems clarity. Resolved Complex Customer Escalations

Served as the escalation point for high-profile customer issues, applying root cause analysis and empathetic communication to drive resolution and maintain long-term client satisfaction. CORE COMPETENCIES

ADP Workforce Now Paylocity JD Edwards Plex ERP GlobalShop BirdDogHR Microsoft Office SharePoint EDI Tools Customer Web Portals

SKILLS AND EXPERTISE HIGHLIGHTS

Customer Relationship Management - Expert in managing the end-to-end customer experience, ensuring satisfaction through prompt issue resolution, proactive communication, and service consistency.

Team Leadership and Development - Skilled in coaching, mentoring, and supervising customer service teams to exceed performance targets, reduce escalations, and maintain high morale in fast-paced environments.

Order Management & Fulfillment Coordination - Proficient in overseeing order processing, tracking, and delivery coordination using ERP systems to ensure accuracy, timeliness, and customer satisfaction.

Customer Service Management

Contact Center Operations

Escalation & Complaint Resolution

Leadership & Team Development

KPI & SLA Monitoring

ERP Systems (Plex, JD Edwards, GlobalShop)

Technical Tools

Order Processing & Fulfilment

Client Relationship Management

Cross-Functional Collaboration

Process Improvement & Lean Methodologies

Onboarding & Training Delivery

Strategic Communication

Process Improvement & Service Optimization - Proven ability to streamline workflows, implement service SOPs, and drive continuous improvement initiatives that enhance service delivery and operational efficiency.

Cross-Functional Collaboration - Adept at working with sales, operations, logistics, and technical teams to resolve customer challenges, align service strategies, and deliver seamless customer support. WORK EXPERIENCES – CAREER PROGRESSION

CMC ELECTRONICS, SUGAR GROVE, IL

HUMAN RESOURCE GENERALIST II May 2021 – May 2025

Enhanced internal service delivery by resolving employee inquiries with empathy and timeliness, contributing to a culture of care and responsiveness.

Championed onboarding programs that aligned new hires with the company’s customer-focused values, improving early-stage engagement and retention.

Collaborated with cross-functional teams to identify employee experience gaps that impacted frontline service quality and implemented targeted HR interventions.

Supported internal “customer” (employee) satisfaction by streamlining payroll, benefits, and leave management processes using ADP Workforce Now.

Advised leadership on employee relations matters, enabling conflict resolution that safeguarded team cohesion and service excellence.

SCHMID TOOL & ENGINEERING, VILLA PARK, IL

HUMAN RESOURCES MANAGER Sep 2019 – Apr 2020

Delivered clear, consistent onboarding experiences to ensure employees were aligned with customer service standards and organizational values.

Launched and led a company Emergency Response Team, strengthening the reliability of service operations during internal and external disruptions.

Conducted workforce assessments that improved the deployment of staff to meet production and service delivery timelines.

Collaborated closely with production supervisors to ensure HR initiatives supported customer-facing performance goals.

Facilitated resolution of employee concerns with a customer-first mindset, reducing internal disruptions and improving team responsiveness.

TELLA TOOL & MANUFACTURING, LOMBARD, IL

HUMAN RESOURCES MANAGER Sep 2016 – Sep 2019

Oversaw multi-site HR support, ensuring employees delivering customer-facing services received timely support, communication, and coaching.

Standardized HR documentation and workflows, improving internal service delivery and response time for operational teams.

Spearheaded compliance and safety programs that enhanced workplace readiness and employee accountability in customer-impact roles.

Partnered with external vendors and internal managers to improve service training and professional development pathways.

Supported open enrollment and benefit communication efforts to maintain employee satisfaction and service engagement.

HUMAN RESOURCES COORDINATOR Jan 2016 – Sep 2016

Managed end-to-end customer orders via ERP systems, ensuring timely fulfillment, accurate specifications, and real- time status updates. Served as the liaison between customers and production teams, resolving issues and adjusting timelines to maintain trust and satisfaction.

Oversaw complex change order processes, tracking status and communicating clearly with clients to avoid service delays. Utilized customer web portals and EDI tools to provide seamless and transparent order management.

Proactively engaged with customers on delivery concerns, building lasting relationships through consistent follow-up and accountability.

CUSTOMER SERVICE REPRESENTATIVE May 2014 – Dec 2015

Played an instrumental role in ERP implementation (Plex), identifying system efficiencies and leading staff adoption efforts. Ensured service level agreements were met through consistent order tracking and status updates.

Managed customer lifecycle orders, improving order fulfilment rates by proactively resolving production or scheduling issues. Collaborated with planning and procurement to align customer forecasts with inventory and capacity plans.

Processed and tracked complex change orders to ensure timely communication across production and delivery teams.

Used EDI and customer web portals to maintain real-time accuracy in delivery schedules and order specifications. SPD INC., SCHAUMBURG, IL

OFFICE MANAGER Jan 2013 – Jan 2014

Directed daily administrative operations, including vendor management, payroll, order processing, and personnel oversight. Procured inventory and operational supplies while maintaining expense controls and vendor negotiations.

Oversaw customer service protocols and account management, ensuring high satisfaction and operational efficiency.

Processed payroll using Paylocity with consistent accuracy and compliance with applicable labor standards.

Standardized office procedures, improving workflow efficiency and cross-department communication.

Supported executive team in financial reporting, HR recordkeeping, and administrative compliance documentation. PENTAIR WATER INC., NORTH AURORA, IL

CUSTOMER SERVICE/ORDER ENTRY TEAM LEAD 2010 – 2013

Managed cross-functional customer care teams, coaching performance and implementing standard operating procedures during leadership gaps.

Led root-cause resolution for escalated customer issues, supporting retention and satisfaction KPIs.

Facilitated cultural initiatives and ethics-based training aligned with corporate values and code of conduct.

Enhanced operational performance by evaluating order accuracy metrics and refining order entry workflows.

Delivered coaching and structured training for new hires on ERP systems and customer service excellence.

SENIOR ORDER PROCESSOR / CUSTOMER CARE REPRESENTATIVE 2003 – 2010

CUSTOMER CARE REPRESENTATIVE 2000 – 2003

Served as subject matter expert for Encompass 1.0 ERP system and led onboarding training for new team members.

Ensured accuracy in order documentation, including processing distributor corrections and engineering change notices. Facilitated international Kaizen workshops to standardize logistics workflows and reduce turnaround times.

Improved fulfillment accuracy by coordinating cross-departmental updates and resolving specification changes.

Managed escalations and high-priority customer service cases with precision and professionalism. Championed continuous improvement initiatives that enhanced internal service delivery.

Delivered frontline support to customers, resolving orders, schedules, and substitution inquiries.

Collaborated across departments to meet client expectations and enhance overall service delivery.

Maintained accurate records and assisted with order entry processing, contributing to smooth internal operations. EDUCATION AND TRAINING

Bachelor of Business Administration (Human Resource Management) - American Intercontinental University

Introduction to Business Lean/Kaizen Training Total Productive Maintenance Training (TPM)

Managing at Pentair (MAP) Training 5S Training and Auditor

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