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Customer Service Manager

Victoria, TX, 77901
August 27, 2012

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Dawn A. Hicks

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

Victoria, TX 77901

361-***-**** H

562-***-**** C

Fundamental Skills:

• 9+ years Contact Center management experience

• 15+ years Customer Service experience

• Organizational Leadership/Management

• Training, Recruiting and Team development

• Customer service

• Policy/procedure development and writing

• Office Management

• Project Management

Professional Work Experience:

Texas Dow Employee Credit Union (TDECU): (November 2010-Present)

Director of Member Care (Contact Center Operations)

Directed the operations of one internal contact center and four outsourced call centers, operators and call center help desk with a combined staff of 134 employees and 6 direct reports.

• Responsible for providing world class service to the membership while fielding over 750,000 phone calls a year and 200,000 e-mail transactions a year.

• P&L responsibility for multimillion dollar budget, resulting in all budgets finishing each year at or below established expenditure amounts.

• Directed staff's focus to member service, resulting in an increase in member care satisfaction scores on annual member satisfaction survey two years running, to a world class level as reported by D.H. Hilton of 43% extremely satisfied.

• Developed new call center policies and procedures that dramatically increased loan volume from $2.5M to $5-6M a month.

• Spearheaded outbound campaigns which resulted in nearly $1M in profit.

• Managed and maintained monthly quality scores to an average of 98.9% by establishing weekly coaching and feedback meetings.

• Revamped call center matrix which resulted in gaining agent availability, decrease in handle time and a cost savings of $250,000 annually.

Renegotiated outsource call center contract saving $300,000 dollars in the member care budget.

• Strong focus on employee development as a member of company’s Organizational Development committee.

• Maintained strong community involvement through the HOSTS program (tutoring/mentoring organization) through local school district.

• Oversees workforce management program.

• Effectively administers the member care budget and resource allocation issues including budget development, management, forecasting, and variance analysis and reporting.

• Manages requests for proposal process and recommends appropriate vendors; maintains all call center vendor relationships.

First Service Networks (FSN): (April-May 2010)

Account Manager

Account Manager for the facilities management of the Eastern Canada and South East America Starbucks stores.

• Liaison to service technicians and regional service managers of Starbucks.

• Vendor invoice management

• Generate and distribute daily In Progress Reports to regional service managers for Starbucks

• Review vendor quotes to ensure accuracy

• Oversee the timely processing of planned and unplanned service requests

• Review customer (Starbucks) surveys for satisfaction

Western Federal Credit Union:

Operations Service Center Manager: (September 2008-March 2010)

Developed and managed a new department within the credit union to serve as an internal Call Center/Help Desk for Branch and Call Center Operations.

• Workforce Management

• Developed goals for new department

• Established service standards for Operations Service Center (OSC)

• Create/implement operational procedures

• Training of front-line employees

• New product development and testing

• Develop processes and documentation to maximize departmental efficiency and accuracy

• Prepare and analyze monthly statistical reports to ensure productivity

• Merger/conversion validations

• Serve as liaison to Marketing for Branch Operations

• Write/administer annual performance evaluations

Call Center Supervisor: (March 2004-September 2008)

Managed, trained and developed 31 Call Center Representatives in Southern California and Bentonville, Arkansas.

• Ensured member satisfaction rate met/exceeded 95%

• Created/implemented service standards for call center team

• Monitored call center statistics (Nortel Symposium system)

• Implemented internal workforce management program

• Ensured talk time goals and call abandonment rate goals were met

• Provided managerial support for escalated member issues

• Write/administer annual performance evaluations

See’s Candies: October 1996- June 2007

Assistant Manager:

Main priority was to ensure customer satisfaction.

• Hired, trained and developed new hires

• Conducted annual performance reviews

• Daily/monthly Inventories

• Cash register audits

• Maintained aesthetics of store

• Monitor productivity of store

• Increase profitability through marketing efforts

• Cross sold products


Superior Service Award-Western Federal Credit Union, 2007

Most Valuable Employee-Western Federal Credit Union, 2009

Served as a senior member of the Credit Union’s internal service committee (PRISM), 2009-2010

Served as member of OD (Organizational Development) Team, 2011-2012

Volunteer Work

Camp Counselor (1996-2006)

Served as volunteer a camp counselor for Loyal Temperence Legion/Youth Temperence Council summer camp. The purpose of the camp was to teach children to abstain from drugs, alcohol and other harmful activities.

HOSTS volunteer (2010-2012)

Volunteered as a tutor/mentor for high school juniors/seniors through local school district.

Software Skills

• Microsoft Office (Word, Excel, Power Point, Publisher and Outlook).

• Worked with XP Systems, Symitar (Epysis), and DataSafe (Users)

• Nautilus (Imaging System)

• Digital Insight (Online Banking Service Provider)

• Siebel

• Nortel/Symposium

• i3-Interactive Intelligence Suite


Biola University

Masters in Organizational Leadership (pending)

California State University Dominguez Hills

BA in Interdisciplinary Studies and Minor in Human Studies


Conflict Resolution

Strengths Deployment Inventory (SDI) Certificate, Facilitator #403764

Personal Lines Agent/Broker License (California)

License# 0H14604 (expired 2012)

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