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DEBORAH ANN NELSON 829 Vassar Drive Hatfield, Pennsylvania 19440 215 815-0152 Debbnelson09@comcast.

net ________________________________________________________________________________ _____ SUMMARY I am a results driven customer service and operations leader, with years of expe rience in the management and administration of daily operations for a Fortune 50 0 organization. My experience includes strategic and succession planning, perfor mance management, call center metrics, and hiring, mentoring and training servic e teams to deliver superior customer satisfaction. I am a dependable, creative, and highly motivated leader with a successful track record in customer satisfact ion and retention, and production performance. I managed the successful implemen tation of multi-state virtually connected call centers, including a redesign of global process and procedures used by all service agents. SPECIALTIES Operations leadership, General management and team development, sales partnering , call center management, leadership development and process redesign. PROFESSIONAL EXPERIENCE Automatic Data Processing, Fort Washington, PA Client Relations Executive (2002 - 2009) Oversaw all operations of regional offices including P&L responsibility, call ce nter operations, payroll production, client appointments, and the hiring, mentor ing and training of service teams. Accountable for $36 million in revenue and ov er 900,000 client payrolls annually. * Qualified for four "President's Club" awards based on high performance in the areas of Quality Survey, Client Retention, Profitability, and Associate Retentio n. * Received four "Service Excellence Awards" for exceeding expectations in the ar ea of improved Client Life Cycle. Consistently achieved superior results in the top percentile for client retention, throughout the country. * Elevated client satisfaction to unprecedented levels in the areas of call cent er results and quality survey scores through the centralization of processes and procedures, and the virtualization of four call locations. Improved overall cl ient survey scores annually by 3 points within 2 years and consistently met clie nt response time of 85% of inbound calls answered within 20 seconds. * Developed and presented annual Employee Recognition Programs, including monthl y motivational ceremonies, which were later adopted in other areas of the compan y. * Improved Associate turnover from 25% annually to 12%, consistently retaining m anagement level associates by increasing staff morale, performance and involveme nt through the implementation of career path opportunities, staff meetings, and employee moral initiatives. * Coordinated and implemented call center technology for virtual communications between four offices. * Implemented new service models within the call center operation, maximizing ou r personnel to handle call flow activity and the resolution of case work. Decre ased the weekly client cases from 55 to 10 cases, per team member over a period of 6 to 12 months. * Project manager for an initiative to develop regional processes and procedures

to be used throughout the Mid Atlantic division, directly impacting a higher le vel of service delivery to the customers. * Recipient of several Quality Leadership Awards, for quality and excellence.

PAGE TWO DEBORAH ANN NELSON PROFESSIONAL EXEPERIENCE - continued

Service Center Director (1997 - 2002) Directed multi-tasked teams in delivering superior customer service, excellent product quality, and high levels of productivity. Oversaw team development, incl uding hiring, training, coaching. Managed all daily operations of call center ac tivities, computer operations, and new client implementation activity. * Managed the centralization of the I-series operating system between multiple l ocations. * Improved productivity results for remote team members, established and develop ed communication channels with off-site staff. * Improved quality service scores by 2 points, from previous year, through the d evelopment of inter-departmental processes to resolve customer service issues. * Successfully orchestrated the transfer of over 500 accounts from one service c enter to another within a 60 day period. * Established new business and processing functions for a newly released client PC product offering as a result of the decentralization of the PC product. * Implemented a "new client enrollment" model in the client conversion departmen t for improved quality and start up timeframes for the clients. This was accomp lished in a 3-month period and resulted in the reduction of start up time for ne w business from 7 days to 72 hours. * Expanded and grew the conversion department staff from 3 resources to 15 resou rces within 3 years. National Accounts Manager (1991 - 1997) Oversaw and managed the service requirements and retention of designated nation al account clients up market. * Retention liaison responsible for client visits, identifying customers' needs and improving organization's ability to respond to those needs. * Developed plans and coordinated execution of improved processes * Increased sales revenues for national accounts clients. * Directed product and service initiatives throughout the service organization. * Accountable for staffing, strategic planning, training and mentoring. EDUCATION West Chester State College, West Chester, PA Montgomery County Community College, Blue Bell, PA Completed various business training courses in team building, customer service, disaster recovery, and professional training. COMPUTER SKILLS Microsoft Word, Excel, PowerPoint, I-series computer systems.

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