Customer Service Quality Assurance

Dale Hensarling

**** ******* *****

Patterson, CA 95363 Tel. 209-***-****

Cell 650-***-****

Executive Profile

• Professional management experience in retail, manufacturing, and technology with increasing responsibilities.

• Detail-oriented, data-driven, team-leading experience.

• Creative, outside-the-box, process improvement leadership, offering fresh ideas and solutions in a wide array of challenging jobs.

• Safety and employment development champion, with experience in curriculum development and adult education.

• Strategic planner with market development experience, in both small and Fortune 200 companies.

Professional Experience

Production Manager (ESCBMK), Zazzle.com – San Jose, CA (2008-July 2012)

• Directed four product line departments to achieve online retail customer satisfaction goals, with two successful product launches (responsibilities increased from one department to four departments over four years)

• Interviewed, hired, trained, scheduled, managed, counseled, disciplined, promoted, and terminated employees.

• Established workflows, quality standards, guidelines, and training for all personnel.

• Led Safety Committee efforts on plant safety, wrote the evacuation plan, designed evac charts, and introduced OSHA standards to the production floor.

• Established an innovative management advancement program (StepUP! Program), allowing a seasonal growth in leadership throughout the company.

Manager, Studio16a – Portland, TN (1997-2008)

• Set retail garment displays, signage, and in-store promotional materials

• Managed two retail sporting goods stores. Hired, trained, and coached up to 17 employees at two locations.

• Developed bids and quotes for leagues and large business customers, events, and organizations.

• Designed, wrote, and illustrated MARCOM materials for clients. Designed, developed, and hosted client websites.

Web Director, HealthNOW (BlueCross BlueShield of Western New York) – Buffalo, NY (2001-2003)

• Created a core web strategy and set the direction for the company on all web endeavors.

• Designed and managed all graphic user interfaces, page templates, and navigation for all sites, both internal and external. Designed and developed company intranets, external websites, and HIPAA compliant information interfaces.

• Evaluated and enhanced core processes to ensure speed to market deployment and quality assurance.

• Led teams of core business units and users, as well as technology areas, to implement the web strategy.

Customer Service Representative, Niagara-Murray Envelope Co. – Hattiesburg, MS (1995-1996)

• Developed customer bids using calculated manufacturing costs on complex machines.

• Resolved customer issues and reclaimed abandoned customer base, resulting in substantial order volume growth.

Program Instructor, Southern Mississippi Planning & Development District – Hattiesburg, MS (1990-1993)

• Developed strategic plans, coordinated activities with other staff members and wrote curriculum and materials for Entrepreneurial Skills Training Program (JTPA-EDWAA) with emphasis on statistics, marketing, market research, accounting, advertising, consumer behavior, management, business and employment law and business finance.

• Set priorities with staff, coordinated market research for clients, compiled/wrote business plans and financial forecasts based upon sound assumptions, and wrote SBA loan packages with successful submission.

• Designed business logos, MARCOM materials, and wrote publicity releases.

• Analyzed business sites for clients and supervised their business incubation.

Management, K&B Drug Stores – Hattiesburg, MS (1985-1990)

• Recruited, hired, trained and reviewed employees, supervised staff activities on shifts, audited store sales information and prepared daily reports, designed and constructed planograms, displays and inline product placements, and audited safe.

EDUCATION

Graduate Studies (pre-degreed, 4.00 GPA), Public Relations, University of Southern Mississippi, Hattiesburg, MS

Bachelor of Science Degree (1990, GPA 3.57 for all undergraduate work). Major: Marketing with an emphasis in Advertising, University of Southern Mississippi, Hattiesburg, MS

A.A. Certificate (1983, GPA 3.95) Jones Jr. College, Ellisville, MS

Undergraduate Studies (toward a second degree in Mathematics with an Education minor), University of Southern Mississippi, Hattiesburg, MS

MISCELLANEOUS

Personal References and work samples upon request.

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