Leadership Resume

JULIE D. N. SCHUELKE

**** ******* ****** ****: 608-***-****

Oregon, WI 53575 Cell: 608-***-****

Email: *************@*****.***

________________________________________

DIRECTOR OF OPERATIONS

Customer Service, Contact Center, Telecommunications Experience

________________________________________

Highly qualified Senior Manager with 28 years of experience in the telecommunications industry. Experience includes 16 years in Information Systems, Project Management, Customer Service, Call Center and Order Fulfillment. Results oriented and proven ability to plan, identify and resolve issues, develop and manage budgets, develop strategy and vision, and achieve strong results. Strengths in:

•Leadership and Collaboration

•Process improvement

•Customer Service

•Contact Center

•Achieving results

________________________________________

PROFESSIONAL EXPERIENCE

TDS TELECOM – Madison, WI 1981-2009

LEADERSHIP SKILLS:

Director-Service Center 01/07-07/09

•Developed vision, strategy, and team responsible for the creation of work orders from sales orders, fulfillment of the work orders, and creation of billing orders.

•Developed and achieved metrics for evaluating performance in areas of quality, productivity, efficiency, and the customer experience.

Director-Business Office Operations 04/06-12/06

•Directed day-to-day operations of 400 sales and service employees across 28 states.

•Analyzed cost/benefit of current Sales and Service operational model.

•Developed and implemented plan for closing local business offices and creating a more efficient model for handling customer sales and service contacts.

•Transformed a distributed team of sales and service advisors into a centralized/specialized team model.

Director-Wisconsin Division Operations 01/04-04/06

•Directed 250 employees, including sales and service, installation and repair, and plant operations to meet financial and high customer satisfaction and loyalty rating targets.

•Developed a new contact center to support commercial sales and service activities.

•Received APEx award for achievement of overall performance excellence.

Director-Business Office Support 11/99-12/03

•Provided strategic direction and operational recommendations to Division Management for Virtual Business Office (VBO) operation; leadership to VBO Operations Support, Sales Support, Customer Service and the Internet Customer Service Help Desk teams.

•Set priorities for IS initiatives and HRA training requests required to achieve strategic goals.

•Developed a plan for restructuring operational divisions, to reduce costs.

•Provided direction in the development and deployment of a Quality Call Coaching program and of the Business Sales and Service Call Center.

•Provided direction and support in the creation, and expansion, of infrastructure to provide 24x7 support to entire customer base.

•Provided resources and direction to support the conversion of five acquired telephone companies and six Internet Service Providers.

Manager-Retail Applications & Support 12/98-11/99

Managed team responsible for policy/procedure development, process improvement, project planning/management, deployment and support for customer sales and service operations systems.

VBO Project Manager 03/96-12/98

•Managed 18-month, $3.4M project that transformed local customer sales and service model to a Virtual Business Office (VBO) model. Project completed 2% under budget.

•Received President’s Inspiring Excellence Award, for demonstrating outstanding commitment to the organization’s Shared Mission and Values.

•Managed the deployment of VBO across the nation, including change management, training, and technology.

DESI Project Manager 05/95-02/96

•Managed 10 month project that developed the organization’s first client/server application. Completed project 5% under budget.

•Received President’s Inspiring Excellence Award.

•Managed successful deployment of application to 105 companies in 18 months.

IT Systems Manager 10/91-04/95

•Managed team responsible for maintaining and enhancing various systems.

•Assisted in development of repeatable process for identifying requirements, developing, testing and implementing system enhancements.

•Managed project team responsible for selection and installation of replacement software.

ANALYTICAL SKILLS:

Programmer, Analyst, Systems Analyst, Sr. Systems Analyst, 09/81-09/91

•Developed and maintained computer programs for various systems.

•Led analysis efforts for first Cellular Customer Information and Telephone Billing Systems.

________________________________________EDUCATION

University of Illinois, Champaign, IL

Bachelor of Science Degree May 1975

Major: Mathematics Education (Grades 6-12)

________________________________________

Contact this candidate