Customer Service Manager
Resume:
Joanne Reagan-Tate
*** ****** ******* ****, ********** PA 15135
***********@*******.***
Highlights of Qualifications
• Twenty-five years successful experience with Carlson Wagonlit Travel (CWT) in a variety of positions. The last twelve years has been as a Director of Operations. Prior positions held were account manager, supervisor and travel counselor.
• Adept at building productive relationships and establishing business plans that successfully drive mutually agreed upon goals.
• Demonstrate personal responsibility and able to draw on internal/external resources to get the desired results.
• Strong management skills; consistently and clearly communicates goals, standards, and expectations to others.
• Prepare annual budgets; analyze monthly profit and loss statements to ensure budgeted goals are met.
Professional Accomplishments
• Lead ten (10) management-level direct reports. Responsible for 30 accounts with a total of 180 employees. Successfully have enabled them to drive results within their branches and to meet customer needs through consistent mentoring, providing training & education, supporting initiatives that streamline processes & procedures. Internal employee survey score was amongst highest in CWT; average score was 85% out of 100%. Company goal was 80% and company average was 78%.
• Communicate with all levels of customer’s organization. Built loyal customer base through personal attention, quality service and consistent follow through. In 2009, the result of the CWT Voice of the Customer survey for clients in my portfolio was an average of 4.26 out of 5.
• Work with clients to evaluate and recommend opportunities that allow them to balance cost savings while still considering the needs of the end user resulting in a travel program that benefits all parties. Worked with clients to implement and increase adoption of various on-line booking tools. For a major pharmaceutical, worked in conjunction with everyone from travel manager to front-line agents to increase OBT, end result was an adoption rate of 70%, meeting and beating client’s expectations.
• Member of Supplier Management committee, responsible to increase client market share for preferred suppliers by using creative approaches. Some examples were providing agent incentives as well as travelers give-a-ways.
• Extensive experience in implementation of both new business and changes to existing accounts. Manage numerous service configurations ranging from a 1 person office to a 50 person call center.
• Involved in analyzing/forecasting staffing requirements, ensuring telephone service level are achieved, monitoring of customer service delivery to determine staff training needs. Recently rolled out a product to manage reservations made via email, this resulted in improved productivity and achieve service level requirements.
Employment History
Carlson Wagonlit Travel October 1983 – April 2009
Director of Operations
US Steel January 1980 – April 1983
Safety clerk
Mercur Lombardo Travel May 1975 – January 1980
Travel counselor
Rewards and Recognition
• CWT’s outstanding performance recognition and reward program, Rising Star, was awarded three times.
• Selected for Carlson Companies Women Mentoring Program.
• Operational Excellence Award for outstanding customer service and commitment to quality.
• Executive Chairman Great Work Team Award for Most Innovative Project.
• Six Sigma Green Belt
Computer Skills
• Skilled in Microsoft Office suite of products, Email, Internet
References Available upon Request
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