Customer Service Manager

Katherine M Parks

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

Stockton, Ca

Cell 805-***-**** Home 209-***-****

***************@*****.***

www.realeaders.webs.com

SKILLS

• Analytical Skills • Management Skills • Communication Skills • Customer Service Skills • Project Management • Problem Solving Skills • Training Skills • Technical Skills • Development Skills • Computer Skills • Six Sigma •SAAS experience

EMPLOYMENT HISTORY

12/2011 – 4/2012 - Kaiser Permanente Contracted Through Ascent Call Center Manager Stockton, CA

• Contracted to manage an inbound call center as Kaiser Permanente prepares to close the Stockton location

• Create and implement incentive programs to improve employee performance and morale

2/2011 – Present - Author and Leadership Trainer Stockton, CA

• Wrote and published a Leadership book entitled Leading With Compassion: A Guide to Successful Leadership by Building Trust and Gaining Commitment

8/2001 – 2/2011 - Intuit Payment Division Technical Support/Customer Service Call Center Manager Las Vegas, NV

• Began with Innovative Merchant Solutions, a start-up company, as the customer service and technical support manager

• Managed an inbound call center with tier 1 and tier 2 technical support, customer service and sales teams: 80-125 employees

• Retained 97% of customers impacted by product discontinuation: $11,000,000.00 annual revenue saved

• Developed and implemented measures to improve service levels and exceed department objectives

• Implemented sales program with customer service team: generated $14,000,000.00 in annual revenue

• Led customer experience projects that exceeded all targets and created 12-point improvement in Net Promoter

• Managed startup of Las Vegas site in September 2007

• Created and maintained a monthly online newsletter for the department

• Created an online community, chat room and blog, to improve communication between departments by creating a social network

• Created an interactive knowledge base tool using QuickBase

• Teams supported SAAS within Intuit’s Payment Division

• Utilized Six Sigma principles and DMAIC methods to lead multiple workflow improvement projects

• Attended Six Sigma and TPS (LEAN) seminars and classes throughout tenure

1991 – 2001- Card Service International Technical Support/Customer Service Call Center Manager Moorpark, CA

• Relocated with the company twice in 10 years

o Began with Harbridge Merchant Service, a start-up company, in 1991 which was later purchased by FDR and moved to Maryland

o Moved to California after FDR/FDMS purchased 50% interest in Card Service International

• Managed an inbound call center and imaging department of up to 120 employees

• Managed startup of the imaging department to move company to a paperless environment

• Conducted timing studies and developed the department standards for each function within the imaging department

• Managed a document imaging project that was accomplished 6 months ahead of schedule and came in $60,000.00 under budget

• Administered performance management by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development, and corrective action plans.

• Created and maintained a monthly newsletter for the department

• Created a retention plan for presidential unit with a save rate of nearly 60%.

1985 – 1991- First Chicago – Credit Card Division Elgin, IL

• Cardholder Customer Service and Chargeback representative - 1985

• Chargeback Trainer

• Project Manager

o Led a team in the creation of stand-alone letters that were used to respond to cardholder inquiries

o Created a system to audit work from all functions of Chargeback department

o Developed a clerical support unit

o Led a group in the development of a Presidential unit

o Created write-off forecast modules for several departments which came with 5% of actual write-off amount

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