NATALIE A.

GIRMSCHEID

Pewaukee, Wisconsin 53072

Wireless: 262 705 2363
E-mail: manypal@aol.com

CAREER SUMMARY
Results-oriented customer operations leader with 25+ years of progressive, broad management experience in
rapidly changing, entrepreneurial, growth environments. Strengths include upgrading technical service operations,
negotiation, mentoring, development of staff competencies, and team leadership.

PROFESSIONAL EXPERIENCE

2004 2017 University Accounting Service/OSI/NCO/TSI, New Berlin, WI

Chief Operating Officer
Direct the team that consists of Client Services Specialist, Borrower Services Specialist,
Accounting, Payment Processors, Collectors, Sales and Operations. 50% of my team was off-
shore.

Implemented a new servicing platform to handle private loans which enabled us to increase
our active loans by over 150,000 active loans at a higher EBITDA rate than Federal loans.
Client surveys indicate a satisfaction level of 95% or higher for the last four years.
Implemented skill-based routing by call type and skill level needed to handle the call.
Improved revenue by 57%.
Doubled EBITDA dollars percentage from 20% to 40%
Through process improvement and technology reduced incoming call volume by 15% per
active account.
Managed 50% of the team off-shore
Involved in RFP writing and pricing for all products
Proficient at project management

2002 2004 Fiserv, Milwaukee, WI

Resource Manager of Desktop Services, Technical Services, Data Warehouse and Training
Direct a team of Technical Professionals. These teams are responsible for troubleshooting
software and hardware issues for Financial Institutions.

Added responsibility of Data Warehouse and Training departments, within the first year.
Responsible for the installation of the Interactive Intelligence I3 telephone system.
Working as team lead developed policies, procedures for call coaching, internal training and
attendance guidelines.
Designed skill-based routing for all areas of product support, installation of this design will be
implemented in August 2003.
Created justification for call analysis tools (Utopia) and scheduling software for 2004.

1996-2001 United States Cellular Corporation/Bell South, Madison, WI

Director, Customer Operations
Direct a department of 370 managers and associates in the development and management of
customer operations. Manage two call center locations including in-bound and out-bound
customer service, customer retention, financial services, and order processing that serves over
750,000 customers.

Awarded Best Customer Service by Call Center Magazine

Created an additional outbound call center for the country. Consisting of making pro-active
calls to over 4,000,000 customers. Retention and rate plan analysis.
Awarded the National Lowest Customer Churn Award for 1996 2000.
Maintained nationally the lowest employee churn.
 Oversaw the implementation of a major billing conversion with minimal disruption to
customers. Maintained employee moral and minimized turnover while increasing service
levels by 20% during this period.
Achieved and maintained a 400 second handle time within 30 days of a major billing
conversion. Handle times were 45 % better than our plan, based on previous conversions.
Ensured front line and management staff was appropriately trained on the new billing system
which resulted in customer satisfaction maintenance as evidenced by zero escalated
customer complaints.
Managed a budget of over $15,000,000. Achieved over $350,000,000 in service revenue

Manager, Customer Service

Managed a department of 120 supervisors and associates in the development and management
of customer service for a major wireless service provider. Oversaw two call centers in two
separate locations that serve over 500,000 customers.

Achieved a churn rate of 1.429% in 1998 and 1.56% in the first quarter of 1999. This churn
rate was the lowest in the company.
Obtained a Secured Customer Index rating of 22 during the first quarter of 1999. The
Wisconsin cluster was the only cluster that increased its SCI during this period.
Developed an automated plan that enabled resources to be reassigned, giving us the ability to
handle 20% more calls during times of unexpected high call volume.
Introduced service bulletins on the IVR to inform customers of issues that may have affected
them immediately. Reduced incoming call volumes by 20% during these periods.
Negotiated with telecommunication hardware vendors to reduce annual maintenance and
costs by $120,000.
Reduced annual telephone expenses by $480,000 by negotiating with our long distance
service provider.
During an unemployment rate of 1.6%, created a hiring campaign that brought in over 100
resumes and resulted in 10 new hires during a very short period of time.
Increased employee headcount by 50% over eight months to accommodate new billing
system and maintained a low employee turnover rate of 19%.
Redesigned and implemented a new IVR script in three months. This script has been
adopted as the standard for all of USCC markets.
Oversaw the implementation of the Rockwell ACD switch, with no customer impact. This
included the development of auto-attendants and call routing for all of Customer Operations.

1993-1996 CREDIT UNION NATIONAL ASSOCIATION (CUNA), Madison, WI

Director of Customer Relations
Directed a department of over 200 managers and associates servicing over 50% of the countries
credit unions and state leagues. Areas of responsibility included, telecommunications, consumers
and business to business relationships. Directed four call centers that serviced over 5,000,000
customers.

Under extreme competitive conditions was able to satisfy and maintain 100% of our state
leagues that were threatening to leave our service.
Manage and was able to beat an annual budget of over $5,000,000.

Customer Relations Manager

Managed a department of 85 supervisors and associates servicing over 50% of the countrys
credit unions and State Leagues. Managed 2 call centers that serviced over 5,000,000
customers.

Implemented IVR and ACD technology to effectively meet the needs of our upcoming billing
conversion.
Developed and implemented a full disaster recovery plan for the entire division.

1976- 1993 US Bank/FIRSTAR, Milwaukee, WI

Manager , Customer Service and Authorizations
 Managed a department of 180 supervisors and associates in the development and management
of customer operations for a major credit card provider. Areas of responsibility included, customer
service, authorizations, telecommunication liaison, data entry and off-hour activities that included
credit, collections and investigative services. These functions supported over 2,000,000
customers.

Designed and implemented an IVR that reduced incoming calls from an average of 5,000
calls a day to 500 calls a day.
Self developed and gained the responsibility as the telecommunications liaison for the entire
division.
EDUCATION

BS Business Administration, University of Milwaukee (in progress)

Customer Service Excellence, Northwestern University - Kellogg Graduate School of Management,
1998
The Center for Customer-Driven Quality, Purdue University, 1997
BellSouth Leadership 2000 series: Effective Writing, Managing Priorities, Giving and Receiving
Constructive Feedback, Making Change Work for Me, Coaching: Bringing out the Best in Others
Variation and Managerial Action (Brian Joiner), Lessons in Leadership (Tom Peters), Best Practices of
Call Centers, Diversity Training I and II; Write it Right; Performance Appraisal Training; Interaction
Management Training I and II; Managing Telephone Excellence, and Basic Supervisory Skills

HONORS & ACTIVITIES

1985 Consumer Credit Officer
1986 YWCA Leadership Award
1990 Speaker, WTA (Wisconsin Telecommunication Association)
1994 Speaker, MASS CUNA Association
1994 Nebraska State League Annual Meeting
1995 USA National Customer Service Award
1997 Speaker, Cable and Telecommunications Seminar (Strategic Business Planning)
2000 Awarded Call Center Magazine Best Customer Service for a cellular company