Government Market Manager

Posted on: 2007-02-10

PAMELA L. DYCKHOFF 4535 Austrian Court Jacksonville, Florida 32003 C: 309.269.4030 [email protected] PROFESSIONAL SUMMARY Results oriented professional with nine years successful experience leading all facets of a business; including directing high profile federal projects in a virtual environment spanning three time zones. Solid reputation as an achiever and for building high performing teams committed to exceeding company goals. PROFESSIONAL EXPERIENCE AVAILITY L.L.C – JACKSONVILLE, FLORIDA 2006 – 2007 Government Market Manager Accountable for serving as the communication focal point between the company and its government partners. Developed, negotiated and participated in the implementation of national partnerships with eCommerce companies, Internet companies and other eRelations partners. Selected areas of success: • Increase existing business transactions: Increased government business by 145% within 6 months using web based marketing to establish customer baseline and increase electronic data interchange; increased business transactions. PEARSON GOVERNMENT SOLUTIONS – CORALVILLE, IOWA 2003 – 2006 Senior Project Director Collaboratively developed and deployed high profile federal projects in a virtual call center environment spanning 6 states and 3 time zones which included more than 6,000 employees and three competing companies. Selected areas of success: • Strategic Business Planning – Proactively worked with site managers and clients to reduce business risk during high spike volumes by initiating, creating and deploying a strategy that increased productivity by 67% and decreased handle time by 25.01% while exceeding client expectations in quality performance. • Information Technology Consulting – Analyzed and evaluated current technology solutions and enhanced an Internet feedback tool for employees; bridging the gap normally found in a virtual environment to identify trending analysis for the client. This provided new value added services to the contract. • Organizational Development – Continuous improvement processes implemented to increase quality, productivity and call center efficiencies. Aligned work processes and building high performance teams in call centers to exceed client and company expectations resulting in higher employee satisfaction. • Project Management – Worked collaboratively with departmental managers, delivering results that exceed internal and external business objectives. Created an optimal work environment for all employees. Recognized by the Federal government client for successful deployment of the Next Generation Desktop. • Continuous Improvement – Process mapping for improved operational efficiencies using Six Sigma and Lean methodology resulting in increased operational efficiencies. • Employee Development: Created and deployed the Coaching for Success program that increased quality performance and rewarded employees for exceeding goals which prepared them for advancement. Worked with site managers ensuring supervisors and trainers were trained and qualified for continued implementation. PAMELA L. DYCKHOFF C: 309.269.4030 Page 2 APAC CUSTOMER SERVICES – DAVENPORT, IOWA 1998 – 2003 Site Quality Assurance Manager (2002 - 2003) Directed the daily operations of the quality assurance department in a 24x7 blended call center environment with 1200+ employees; two inbound healthcare programs and two sales programs; bank card and telecommunications (inbound and outbound). Selected areas of success: • Client Relationship Management: Ensure internal and external client relationships were managed appropriately. • Service Level Auditing and Tracking: Ensured all quality assurance and compliance goals were met and tracked per client, company and governmental regulations in readiness for immediate inspection. • Strategic Performance Initiatives: Worked collaboratively with site managers to implement incentive programs to reward high performance. • Organizational and Management Development: Created and implemented the Coaching for Success program tailored to each level of employee for individual development resulting in higher employee satisfaction, higher quality, lower attrition and absenteeism. Account Executive and Operations Manager (2000 – 2002) Direct day to day operations of a $114M program with 215 customer service representatives and 23 supervisors; including a staff of bilingual employees; served as an operational consultant for two additional sites in South Carolina and Illinois. Recognized by the Federal government for providing visionary leadership, continuous improvement and exceeding all internal and external client expectations for two consecutive years out performing all other vendors. Selected areas of success: • Strategic/tactical planning and deployment: Created value added services to overcome challenges. • Forecasting/budget; trend analysis and management: Exceeded all client and company targets. • Creating client and company presentations: Proficient use of software technology to create presentations for Board of Directors and potential clients. Human Resources Manager (1999 – 2000) Direct the daily operations of the Human Resources department for approximately 850 employees. Trainer Supervisor (1998 – 1999) Facilitated the training program for the 1-800-MEDICARE contract; conducted train-the-trainer sessions at the Federal client headquarters in Baltimore, MD. Created training materials, policies, job aids and performance evaluations. EDUCATION Bachelor of Science, Business Administration, Capella University – Minneapolis, Minnesota Expected graduation date March 2007 AFFILIATIONS • American National Standards Institute Committees: • Electronic Health Record workgroup committee • Privacy and Security workgroup committee TECHNICAL SKILLS Microsoft Word Microsoft Excel Microsoft Publisher Microsoft Project Microsoft PowerPoint Visual Basics 6.0 Siebel 7.0 Cognos Stellent Witness Call Management Systems TCS