Customer Service Manager

GWENDOLYN PRICE-WHITE

**** ***** ********* ****** • Chicago, Illinois 60620

773-***-**** (h) • 773-***-**** (c) • as0ejf@r.postjobfree.com

SENIOR-LEVEL MANAGEMENT

Strategic, results-oriented professional with demonstrated expertise in planning, developing, and implementing operating strategies that increase client satisfaction, maximize resource utilization, and improve efficiencies. Specialize in establishing and re-engineering internal processes, with a focus on continuous improvement. Demonstrated ability to successfully bring to completion projects that were in crisis or were deemed impossible, generating substantial revenue and increased visibility. Skilled manager who focuses on hiring the best people, collaborating effectively to set priorities, and empowering employees to complete assigned tasks.

AREAS OF EXPERTISE

Operational Enhancement • Change Management • Service Optimization • Quality Control

Turnaround Operations • Continuous Process Improvement • Outsourcing • Project Management

P&L Management • Cost Control / Reduction • Vendor Management • Employee Development

Team Leadership • Customer Service • Workflow Optimization • Team Building & Motivation

PROFESSIONAL EXPERIENCE

MINTEL INTERNATIONAL GROUP • Chicago, Illinois • 2005-2009

Global supplier of consumer, media, and market research.

Director of Operations

Promoted from Production Manager in less than 1 year to lead all daily operations for 4 U.S. consumer marketing products as well as the U.S. operations processing department. Supervise 5 direct reports and 75 content data analysts, providing motivation, training, and performance management to ensure achievement of individual and team goals. Hold full authority for establishing strategic direction, leading large-scale change efforts, exceeding service goals, and maintaining profitability. Selected for the U.S. Comperemedia Executive Team in 2007.

• Saved $400,000 annually by realigning staffing levels between internal and agency staffing.

• Reduced staff turnover by 15% in 2007, achieving the company’s highest retention rate through employee development and training programs.

• Key contributor to a taskforce overseeing the outsourcing of departmental scanning, ensuring transfer of personnel, IT infrastructure, and equipment to partner facility with no interruption to clients or workflow.

• Achieved 98% data accuracy rate by spearheading the establishment of a quality assurance team to audit the quality of data being captured and reported to clients.

• Improved timely collection of data for a new product by 50% through internal efficiency efforts.

REGULUS GROUP • Naperville, Illinois • 2005

Payment processing and statement services provider handling more than $2.1 billion in transactions annually.

Senior Operations Manager

Recruited to turnaround operations for the retail remittance processing operations on the second and third shifts. Analyzed existing processes and initiated new operating methods that enhanced performance across all metrics. Supervised 60 retail remittance processors through 4 direct reports.

• Decreased error rate by 20% with the establishment of a quality reporting mechanism that improved communication of errors between shifts.

GWENDOLYN PRICE-WHITE • Page 2 • as0ejf@r.postjobfree.com

• Significantly improved turnaround time on processing payments by creating a formal sort methodology and implementing cross training for all employees.

• Increased overall deadline delivery to customers without raising costs by staggering employee work times.

HARRIS BANK AND TRUST COMPANY • Chicago, Illinois • 1999-2004

Regional bank providing a full range of corporate and individual financial services.

Senior Operations Officer

Supervised a dedicated team of 2 unit managers and 25 customer research representatives providing first-level customer service to resolve errors in retail banking, wholesale lockbox, and check processing. Established strategies and continuous improvement plans to control costs and maintain service agreements despite rapid growth. Partnered with the Cash Management Services Department to research and fulfill client-initiated requests.

• Consistently exceeded service level agreement standards, achieving 99% 1-day turnaround for resolving client inquiries.

• Initiated a new workflow and staffing scheme based on staggered start times that allowed consistent delivery of on-time processing while effectively controlling staffing costs.

• Surpassed quality ratio standard of 1/7200 to 1/23000 while exceeding budget requirements by 15-20%.

JP MORGAN CHASE BANK • Chicago, Illinois

One of the largest financial services companies in the United States.

Senior Operations Officer (1985-1999)

Quickly promoted through increasing levels of authority, providing senior operational leadership to departments such as Vault Deposit Processing, ATM Deposit Processing, and Wholesale Lockbox. Directed multiple operational turnarounds with a focus on efficiency and service improvement. Assisted with special projects to enhance departmental productivity, including assessing equipment processing needs, system requirements, and procedure effectiveness.

• Established client change process that allowed change requests to be processed within 24 hours of request.

• Exceeded processing requirements for off-shift deposits to Federal Reserve by consistently depositing 60-75% of dollar volume.

• Initiated the use of bar coding to better track corporate cash deposits during processing.

• Eliminated the risk of fraudulent ATM deposits with the implementation of a new procedure for managing empty deposit envelopes.

• Promoted from Operations Manager where key achievements included realigning part-time and full-time workforce and implementing change procedures that ensured on time client delivery.

Career Note: Additional employment includes Real Estate Agent with Prospect Equities Real Estate, providing a full range of sales services as an independent contractor. Full details available on request.

EDUCATION

Master of Public Administration

Keller Graduate School of Management

Bachelor of Science in Business Administration, Concentration in Finance

DeVry University

Contact this candidate