Doreen Flummerfelt Phone: 954-835-5670 Cell: 954-707-3110 E-mail: df15cb4e0@westpost.

net CAREER PROFILE High-energy, results-oriented professional with over ten years of supervisory, s ales, and call center experience. Proven ability to motivate employees to achiev e optimum performance levels. Fast-track promotion based on leadership qualities , strategic thinking, and astute relationship management skills. Designed and im plemented employee development program that reduced customer complaints on call center staff by over 90% within a year. Skilled in MS Word, Excel, PowerPoint, A ccess and CRM. PROFESSIONAL EXPERIENCE DTD Marketing (09/2005 to Present) Customer Service Manager * Managed operations of three departments, supporting 40% of total sales through mail, on-line, and catalog purchases. Directly supervised 30 team leaders and 2 8 supervisors. Monitored service levels, call volumes and schedules; took action needed to ensure customer satisfaction, cost control, and efficiency. Developed daily call center team plans with strategic personnel. * Responsible for the overall direction, performance management, coordination an d evaluation of the team. * Responsible for average savings of $2 million by implementing new CRM system. * Increased customer retention by 50% thus securing repeat business of $5 millio n. * Decreased the turnover of staff by less than 1% resulting in reduction of cost s of $0.5 million and improved morale. * Implemented customer conflict resolution training and decreased escalations by 15%". * Identified and made recommendation for process improvements. * Established higher call center standards by redesigning employee performance s core cards to capture essential qualities of high-level customer service. * Oversaw the implementation of organizational policies and procedures. * Monitored the performance of personnel and take corrective action as necessary to ensure a productive work environment. * Managed the HR function in the areas of staffing and training. * Motivated employees to achieve personal goals and to consistently meet expecte d quotas. * Built a teamwork environment that encouraged hard work and collaboration. * Ensured workflow efficiencies, customer service excellence, and quality assura nce. * Developed departmental budget. * Completed performance evaluations on time, ensuring a two-way open dialogue. * Achieved 15% improvement in customer service, satisfaction scores quotation. * Utilized Kaizen methodologies as basis for developing and implementing improve ments to sales, billing, customer service, data processing, credit, collections, and administrative departments. * Grew order fulfillment portion of department by 5% within a year. * Responsible for contracts meeting the guidelines for products and services cov ered under FAR, DFAR and commercial contracting practices. * Analyzed government contract issues to help companies resolve disputes involvi ng the pricing, costing and administration of government contracts. * Worked with program management with aerospace and defense contracts. * Reviewed and worked with the government to furnished procedures and policies. * Negotiated complex transactions and proposed preparation for government and co mmercial contracts. * Own government contracting for US Military Service repair operations. * Ensure government contract compliance and serve as liaison for government cust

omers and collected RFI/RFQ responses to clients. Paypa Boi Entertainment (05/1999 to 09/2005) Customer Support Management * Responsible for overseeing employees, making sure day to day operations ran sm oothly, ensuring that the calls were routed and handled effectively. Ensure that customers and clients are served well and that the company is represented in th e best way possible and managed the effort in order to fulfill sales goals and m eet quotas. * Served as coach, facilitator and motivator to the Customer Service Staff. * Ensured that individual team meetings are routinely scheduled to discuss perfo rmance results, service and operational issues and provide all team members the opportunity to explore alternative approaches to exceed the current performance levels both individually and as a group. * Ensured all team members were treated with respect and fairness within the Cus tomer Service Dept. * Worked to identify team and individual goals, which are updated annually, and align with corporate goals and objectives in addition to comparison with nationa l benchmark organizations. * Responsible for interviewing, hiring, coaching, and performance management of the team to maintain acceptable service levels in a production, in-bound call ce nter. * Developed and implemented performance tracking and trending tools to allow for daily monitoring of the team's performance level for all functions to ensure th at departmental standards were met. * Ensured effective process management and capacity planning in support of curre nt and anticipated workloads. * Responsible for identifying and implementing effective solutions to issues whi ch impact the customer experience. * Facilitated continuing improvement of business processes in customer service t o maximize system capability, support customer requirements and improve customer experience. * Partnered with other organizational leadership in ensuring an exceptional cust omer experience. Halo Creative Concepts & Marketing (03/1995 to 05/1999) Customer Support Team Lead * Oversaw 20+ customer service representatives, directly monitoring and coaching their call center performance. Resolved escalated customer complaints and issue s, ensuring one call resolution. Facilitated team meetings; created agendas. Fil led in for supervisor when needed. * Developed internal reputation for excellent customer service leadership. * Managed three teams (60+ employees) for a five month period during team lead s taff transitions. * Assisted in improving the call answer times by 50%. * Developed and implemented client service program, which expanded small-to-medi um client base 35% * Responsible for customer service in the technical division, duties included an swering customer queries, problem solving and providing detailed information on new products. * Provided timely and complete resolution of user problem/issues with customer s atisfaction being the goal. * Disseminated customer service and deployment data, information, experience and outcome verbally and in writing via telephone consultations, meetings, and memo randa to internal staff, management, regional offices and customers. * Experience with EDI and customer website ordering systems. * Created sales proposals and price quote presentations and responsible for bill ing, invoicing and monthly reports. * Established and maintain good rapport with customers and vendors. Interact wit h vendors for pricing and ship dates. Research and ordering of products. Supply

vendors with price quotes and ship dates. Maintain vendor catalog library. * Formed lucrative account relationships with new clients. Travel to trade shows , client events and client sites. * Provided corrective action to address all customer complaints. * Familiar with automotive field concepts, practices and procedures. * Provided support to the sales team, ensuring all sales and service objectives were met. * Worked with new customers in the development of new accounts and the implement ation of new systems. * Assisted in the development of new policies and procedures. * Assisted in the training of new customer service representatives and associate s. * Performed market research surveys on customer needs and requirements. * Prepared weekly sales reports for the sales team and sales management. * Generated repeat business through successful client follow-up. United States Air Force (03/1986 to 02/1995) Law Enforcement Technician * Lead, managed, supervised, and implemented ground weapons training programs. * Operated SF armories. Controlled and safeguards arms, ammunition, and equipmen t. * Instructed ground weapons qualification training. * Provided guidance on weapons placement to security forces and ground defense f orce commanders. * Inspected ground weapons and replaced unserviceable parts. * Analyzed malfunctions by inspection and serviceability testing. * Used precision gauges, testing instruments, and special tools to adjust parts and operating mechanisms. * Function-fires weapons for accuracy and serviceability. * Controls and operates firing ranges and associated facilities to include super vising construction and rehabilitation. Education: References: Baker College, Flint, MI Bachelor of Business Administration Management Available upon request.