Director, Customer Care

Posted on: 2006-02-04

DOROTHY Z. WILLIAMS (678) 350-3949 [email protected] SUMMARY Results-oriented Customer Care and Service Quality Professional with focus on goals, service excellence and customer loyalty. Strong business and technical acumen with proven abilities in Contact Center Leadership, Process Improvement, Project Management, Six Sigma and Teamwork. • Strategic and Tactical Leadership • Budget and Resource Planning • Quality and Process Management • Organizational Development PROFESSIONAL EXPERIENCE BIOLAB, INC., a Chemtura Company, Lawrenceville, GA 2002 – 2005 $4.9 Billion manufacturer of industrial, chemical and household products. SAP Sales and Service / CRM Business Process Lead (2005) Chosen to lead multi-departmental of 6 process owners and 12 subject matter experts for SAP CRM and Sales/Service Business Process Team for $19.3M ERP implementation • Served as Order-to-Cash/CRM team lead and utilizing Solution Manager completed SAP blueprint for analysis, requirements and design phases within time frame and budget. • Gained 100% commitment to 18 Sales and Service processes while challenging existing processes to align with best practices and incorporate standardized corporate processes. Director of Customer Care (2002 – 2004) Led Customer Service Department of 46 with $1.9M budget for Order Processing, Product Support and Training for 5 business units representing consumers, dealers and distributors. • Restructured department with a strategy of pooled resources, skills-based routing, standardized processes and metric reporting that resulted in 10% reduction in FTE. • Implemented strategies, budget and Service Level Agreements associated with a performance appraisal system that linked the performance goals to negotiated IBU Service Levels. • Implemented Performance Improvement Model with standards for processes of recruiting through reviews that were linked to operational objectives which reduced turnover by 10% and improved operational efficiency by 25%. • Successfully integrated two nontraditional acquisitions into existing ERP system, completing both projects within an aggressive timeframe while improving customer satisfaction by 15%. LITHONIA LIGHTING, Conyers, GA 1998 – 2002 $1.2 Billion manufacturer of lighting fixtures. Business Unit Group Manager, Order Processing (1999 – 2002) Customer Service Manager, Network Implementation and Support (1998 – 1999) Led team of 64 to ensure customer satisfaction for network implementation, order processing and help desk support throughout U.S., Mexico and Canada. • Launched an aggressive turnaround strategy with a group vision that integrated key marketing goals, priorities, and values that established accountability within a highly collaborative teamwork during period of increased call volume and workforce reduction. • Created and sustained a “customer first” culture based on quality of service and reduced critical defects for implementations by 50% with a 40% reduction in 2nd level escalation. • As Six Sigma Green Belt, utilized the Six-Sigma DMAIC approach to re-engineer call handling processes with control methods that improved call handling by 1.5 sigma. • Established succession planning with mentoring and coaching programs that resulted in leading the department in number of management promotions and potential leaders. Telecommunications and Cable Consultant/Subcontractor 1996 – 1998 Sprint, Contract Project Engineer (3/98 – 5/98) MCI Telecommunications, Contract Sr. Business Analysts (10/97-2/98) American MetroCom Corp, CLEC - Contract Business Office Manager (1997) Syntellect Interactive Service, Cable and Service Center (4/96 – 4/97) • Developed project abstract from process analysis for Private Line Service Center • Performed process analysis and recommended performance improvements from analysis of industry standards (LSOG, EDI, CLEC). • Implemented (CLEC) telecom business office structure based on corporate vision. • Established new organizational unit with training support systems, standardized processes and measurements for data input, billing, technical support and escalation. BELLSOUTH TELECOMMUNICATIONS, Atlanta, GA 1982 – 1995 Project Manager, Business Repair Center Staff Support (1994 – 1995) Manager, Electronic Data Interchange (EDI) Support Center (1990 – 1993) Project Manager / Business Analyst (1986 – 1989) Systems Designer / Marketing Account Team Technical Support (1982 – 1985) • Project Manager for multi-departmental teams in development of service performance improvement projects and competency models that were adopted department wide. • Manager for new EDI centralized group with standards, reporting and project management that enabled expansion of EDI program by 3 additional transaction sets and 46 customers. • Key Player in corporate wide reengineering effort to perform cross departmental business processes analysis that resulted in consolidated EDI from 43 headcount to 9 headcount. • Technical support for customers and Marketing Teams with multiple recognitions of being in the top 10% for exceeding sales goals and delivering superior customer service. EDUCATION Masters of Arts, Organizational Management, University of Phoenix, 2002 Bachelor of Business Administration-Management, University of North Florida, Jacksonville FL CERTIFICATIONS AND PROFESSIONAL DEVELOPMENT • Certified Registered Corporate Coach, Worldwide Association of Business Coaches • Certified Six Sigma Green Belt, Lithonia Lighting • Certificate in Internet Studies, Georgia Tech, • SAP SD Business Training, SAP Academy @ CS • Pull Strategy Seminar, Pull Thinking Institute • Passed Project Management Certification Exam, Project Management Institute • Call Center Measurement Summit; Managing A Customer Support Help Desk TECHNICAL SKILLS Word, Excel, PowerPoint, OutLook, VISIO, SAP, ACD, CRM, EDI PROFESSIONAL ORGANIZATIONS American Association for Quality; Worldwide Association of Business Coaches; Atlanta SAP User Group; Help Desk Institute; Society for Human Resource Management; Technology Association of Georgia; Project Management Institute; International Customer Service Assoc.