Results-oriented with diverse background in management and customer service. Dedicated and passionate in providing excellent customer service and making operational and procedural improvements by creating a culture of collaboration through empowering and coaching staff with a fun and motivating environment.
Focused on customer satisfaction
Conflict resolution techniques
Calm under pressure
10/2010 to Current
Manager, IS SupportUniversal Hospital Services － Bloomington, MN
Interviewed, hired and rich on-boarding process for new IS Support Analyst increased productivity on Support desk.
Effectively communicated with daily huddles and weekly one on one with team members to maintain clearly defined expectations.
Monitored team progress and enforced deadlines resulting in 95% success rate.
Developed and implemented process improvement and cross-training initiatives directly impacting high retention rate at 100% two years in a row.
Coached team to their strenghts resulting in 90% of team promoted within first year of employment within the department. Others were promoted and transferred into their "dream job". One team member was a recipent of a honorary award for providing outstanding customer service.
Through relationship building with users, department achieved 99% very satisfied customers survey results.
Developed, implemented and monitored deployment of OS devices (iPads) for staff supporting patient rounding in hosptials, maximzing customer satisfaction within an aggressive 30 day timeframe.
Partnered up with the business during implementation of software applications to ensure successful migrations.
Hardware SLA success rate of 99%
First time incident closing is 95%
Inhertited diffcult project- IBM Smart Cloud Migraiton and collaborated with IBM to see it through completion.
Installation of Footprints-ticketing system with minimal downtime.
Executed deployment of Enterprise Andorid devices within project timetable.
Properly directed inbound calls in phone queues to improve call flow.
Responsible for researching, recommending, purchasing and reporting monthly capex expense for company hardware of desktops, laptop and tablets.
Volunteered and ran a successful summer corporate event.
09/2003 to 10/2010
Salon ManagerNew Reflections Spa and Salon － Plymouth, MN
Authored and implemented Customer Care program with emphsis on customer touch points and awareness when entering the salon for spa, nail, hair or retail services.
Developed a centralized call center for all three salons.
Coached and mentored 30 staff members by offering constructive feedback and taking interest in their long-term career growth.
Addressed all guest complaints and referred any escalated situations to Vice President or Salon owner.
Subject Matter Expert on Millennium Software.
Track and reported 1st time retention, existing retention, add-on services, prebook percent and retail sales and communicated them during daily team huddles, resulting in 6% sales increase in 2009 and 8% increase in 2010.
Worked closely with Operations VP on special events and product promotions and communicated it out to the salon team.
Coordinated several in salon events breaking attendance records from prior years.
02/1999 to 09/2003
Retail System Support ManagerPaper Warehouse － Hopkins, MN
Assisted with the development of a call center in supporting 86 stores.
Purchase, Plan and deployment of new register and back office systems.
Collaborated with the business with supporting Partysmart.com, an online purchase system for paper products.
Achieved customer satisfaction BIZ rating of 100% within the months of May, June and July in 2003.
03/1998 to 02/1999
Point of Sale ManagerRainbow Food － Hopkins, MN
Managed project for converion of front end register systems within project timeline and buget.
Collaborated with network support, training and opertions monitoring team progress and enforced deadlines.
Communicated with buiness operations using power point presentations.
09/1991 to Current
Fitness InstructorYMCA － New Hope, MN
Designed each class with a variety of music and dance steps to match the skill and learning levels of all participants.
Suggested dance step modifications to individual students to avoid strain and injury.
Encouraged members to continue attending group fitness classes with a welcome at the beginning of class and a thank-you for coming to class.
Promoted club programs by organizing a fun sample calss during the holidays.
Promoted YMCA with "theme" classes and small fundrasiers.
Tested microphone and selected music prior to each class. Recorded class numbers at the conclusion of each class.
Celebration of participants special events creating a high retention for the class.
03/1980 to 03/1998
Point of Sale Logistics and Help Desk ManagerCounty Seat Stores － Eden Prairie, MN
Oversaw the development and launch of Private label credit card program.
Planned, organized and deployed new front end register systems for 750 stores.
Aughored mulitple RFP's, performed feasibility studies and participated in contract negotiations.
Business ManagementAugsburg Weekend College － Mpls, MNCoursework in Business, Management and Communications Coursework in Business, Management and Communications
Human ResourceMetropolitan University － Mpls, Mn
Coursework in Communications and Psychology
Associate of Arts: ManagementNorth Hennepin Community College － Brooklyn Park, MN, USA