Carol E. Dixon
3950 Canterbury Drive Pasadena Hills, Missouri 63121
Telephone: (314) 389-9688 Cedixon812@yahoo.com
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PROFILE
Customer service professional, with tactile leadership skills. Known for collaborative partnering with internal and external stakeholders. Possess extensive supervisory, hiring and management experience. Strong motivator, with proven ability to deliver on corporate goals. Able to develop and implement change processes. Specific expertise in:
Corporate Communications Innovation * Budget Management * Training * Facilitation * Coaching and Team Building Continous Quality Improvement * Departmental Administration * Bi-Lingual Spanish
PROFESSIONAL EXPERIENCE
AAA 2010 - Present
Auto Travel Counselor
- Responsible for Member Services travel, entertainment and insurance needs. Develop personalized travel routings, mappings and accommodations. Develop business trips and leisure vacations that maximize cost efficiency and travel purpose to insure member satisfaction. Provide legendary service at all member touch points.
- Responsible for provided ancillary product services as needed.
- Provide member with valuable product and service selections and choices for continued customer loyalty.
HDA 2006 - 2010
Customer Service Manager
- Successfully led team in providing excellent customer service to inbound vendor, customer and HDA associate calls. Managed home plan sales. increased dollars per call goal by 35% in a severely declining home sales market.
- Strengthened client vendor relationships by proactively implementing auto-dial reminders to over 13,000 store contacts; significantly reduced order completion timelines, improved employee productivity and customer satisfaction rating. Reduced team abandon call rate to less than 1%.
- Analyzed vendor clients with low sales performance. Partnered with sales team to implement processed and guidelines to contact vendor clients resulting in a 40% increase in sales orders, with no additional budgetary impact.
- Developed and implemented out-bound sales plan for Customer Service department. Identified future client base for product sales resulting in additional revenue stream
- Partnered with HDA merchandiser department to facilitate operational changes, reducing employee costs by 11%. Developed and implemented processes and procedures to maximize customer touch point opportunities, providing additional client customer service, and reduced in-bound call contacts by 15%.
CHARTER COMMUNICATIONS
2003 - 2006
Liaison Quality Manager
- Responsible for Quality Customer Service effort for front line employes of 500 seat call center. Developed training based on customer , sales and operating department feedback, to better position and enhance customer contact experience.
- Partnered with technical workforce group to establish attainable appointment goals for over 200,00 customer footprint. Reduced client missed appointments by 50% over a 12 month period.
- Developed training tools, techniques and job aids, to maximize sales opportunities and first point of contact resolution, resulting in specific attainable employee targets that aligned with corporate goals and significant cost savings.
- Developed Quality team feedback reporting processes for Operating department heads; provided on-going feedback on operational successes and challenges.
- Established joint interdepartmental Quality team, reporting to VP Operations, collaborating with department heads to identify key customer Customer Satisfaction measures. Established timeline to implement changes needed.
AMERICAN AIRLINES
1978 - 2003
Instructor / Facilitator, Systems Operations, Airport
- Developed, conducted and monitored all required training for 350 Passenger Service and Ground Operations personnel in compliance with Department of Transportation (DOT), Department of Defense(DOD) and Federal Aviation Administration (FAA) guidelines. Administered Security (SITA) clearance training. Managed airport training records as required by federal standards.
- Insured maximum training opportunities provided during off-peak airport operations time slots, adhering to budgetary constraints. Exceeded training timeline completion goals, while maintaining airport compliance standards.
Manager Customer Relations
- Created, established and managed Customer Relations call center, Reduced callback turnaround from 72 to 24 hours, significantly increasing customer satisfaction and resolution outcome.
- Responsible for re-organizing in-bound customer correspondence, process and tracking systems. Reduced return response time from 45-60 days to less than 21 days turn time.
- Re-vamped and developed customer friendly customer centric correspondence to ameliorate operating department service failures. Reduced DOT complaints month over month, increasing corporation DOT industry rankings.
- Developed customer survey comment cards for customer satisfaction feedback. Managed customer comment card data compilation of over 10,0000 cards monthly. Produced monthly feedback scorecard for operating departments.
- Managed 135 facilitator direct reports in 12 month Customer Service training project, which successfully led to consistent higher DOT industry rankings.
- Developed auto-response feedback to all registered frequent flyers members, tracking customer loyalty and travel experiences.
- Managed 10 million training budge, and $3.5 million Operating budget.
Supervisor Area Reservations
- Responsible for managing reservations team, escalations desk and Frequent Flyer Awards program. Co-implemented FFB program in St. Louis Reservations call center. Rolled out program to 150 employees.
- Established processes and procedures for customer escalation team.
- Facilitated TWA contact center office relocation to downtown location. Coordinated office open house, hosting over 500 guests.
EDUCATION AND TRAINING
- Fontbonne University, St. Louis MO - BA Corporate Communications
- University of Illinois, Champaign IL - Area of Concentration, Spanish Literature
- University of Missouri, St. Louis MO - Continuing Education Management Training
- Washington University, St. Louis MO - Process Redesign, Business Re-Engineering
ORGANIZATIONS AND RECOGNITION
- Past member SOCAP - Society of Consumer Affairs Professionals - Customer Service organization
- Member Foster Adoption Coalition
- Our Lady of Guadalupe School Board
Business Card
My Business Card reflects my mission:
Customer Service Excellence through Continuous Learning,
Development and Training
Exceed your Customers Expectations! |
