Customer Service Sales

Fran Dierberger

**** ***** ***** ******, ********, MN 55129

Home: 651-***-****. Cell: 651-***-****. Email: abihha@r.postjobfree.com

PROFESSIONAL SUMMARY

Leadership: Successfully managed teams of 13 customer service specialists

and 22 customer service representatives, supporting premier companies such

as State Farm, United Health, 3M, Marriott Hotels and more.

Experience: Thorough management know-how in eBusiness, Electronic Data

Interchange (EDI) and Electronic Order Entry (EOE); strong computer &

systems skills, including Blue Pumpkin, Word, Excel, PowerPoint,

PeopleSoft, Business Objects, CSMS, COMS and Supply Chain Planning and

Analysis.

Results: Driver of innovative cost-reduction and best-practices initiatives

that improved the company's bottom line; multiple award-winner at 3M.

PROFESSIONAL EXPERIENCE

Ceridian Corporation, Bloomington, MN October, 2009-April,

2010

Call Center Manager, LifeWorks Business Unit

. Led team of 13 Customer Service and Triage employees.

. Managed annual performance reviews as well as individual monthly meetings

with direct reports, to ensure we met monthly goals and discuss career

development.

. Managed United Health's Unum Life Planning, Healthplus and Smoking

Cessation outbound phone calls, hitting daily team goals.

. Analyzed daily call logs using Avaya and Blue Pumpkin reports, to ensure

phone coverage during peak hours.

. Supervised teams handling 70-80 incoming calls and 20-30 outbound calls

per person, per day.

3M, St. Paul, MN 1989-2009

Customer Service Supervisor, Industrial & Transportation Business Services

2004-2009

. In charge of 22-member team serving Direct Market Channel and

Marine/Specialty Vehicle.

. Managed individual monthly meetings with direct reports, addressing

business issues and discussing career path.

. Interviewed and hired ten Customer Service Representatives.

. Monitored monthly performance statistics to ensure goals were achieved.

. Key member of a weekly supply chain meeting to analyze Lines On Time

data.

. Represented customer service in creating new ideas and policies for

annual Merchandising Program.

. Led the Upselling/Sales Enhancements team, which increased sales by more

than $31.6 million in 2008.

. Developed the customer service incentive program to help motivate and

energize CSRs.

. Coordinated the move of Marine/Specialty Vehicle customer service from

Atlanta to St. Paul.

Fran Dierberger

eBusiness Solutions Senior Rep, Industrial Business

2003-2004

. Key contact for Industrial Business distributor website, infoCenter.

. Managed LOOP (Lights Out Order Processing) for electronic orders. Helped

coordinate changeover from processing a majority of fax orders to

processing a majority of EDI/EOE orders.

. Vital member of several Six Sigma teams, including: CSR Customer Visit

Database, IMC Partner Database and Creditek Deduction Management teams.

Senior Marketing Analyst, Industrial Business Distribution

1998-2003

. Marketed EDI and eBusiness functions to key 3M distributors.

. Provided critical sales data analysis for marketing and sales

organizations.

. Partnered with distributor network to strengthen and streamline eBusiness

functionality.

. Member of these Six Sigma Teams: Dealer Program, infoCenter Conformance,

EOE Conformance, Promise Dating and Distributor Information Database.

Advanced Systems Analyst, Order Entry and Communication Systems (OECS)

Project, Industrial Tape and Specialties Division (ITSD)

1995-1998

. Implemented advanced software communication systems with distribution for

Industrial Markets.

. Provided innovative EDI/EOE programs for 3M distribution.

Systems Analyst, Electronic Commerce 1992-

1995

. Led EDI Customer Satisfaction Team.

. Spearheaded strong customer service and support efforts during the EDI

implementation process.

. Managed communications to Logistics customer service personnel.

Customer Service Representative, Eagan Sales Center, 3M Logistics

1989-1992

. Teamed with over 40 distributors and sales reps, to enhance sales and

customer service.

. In charge of maintaining all Automotive Trades Division computer program

files for pricing, UPCs and stock numbers.

EDUCATION

St. Mary's University of Minnesota Graduate Program

. Master's Degree in Business Management

. Areas of Focus: Business Communications, Marketing, Finance, Business

Ethics, Leadership, Project Management, Computer Science and Strategic

Planning.

St. Cloud State University

. Bachelor of Science Degree

. Major: Public Relations. Minor: Speech Communications.

AWARDS

. Rewarding Excellence and Leadership (REAL) IT Award Winner, for providing

innovative programs for 3M distribution.

. 3M Q90's Quality Achievement Finalist.

. ITSD Esprit Award and Wonewok Trip Winner, for providing outstanding

electronic services to 3M distribution.

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