Jane Livermore is a leader in the strategic development and direction of superior account management, customer service a...
JANE R. LIVERMORE Troy, MI 48083
[email protected]
Home: 248.619.0513 Cell: 248.404.7144
EXECUTIVE SUMMARY Leader in the strategic development and direction of superior account management, customer service and sales execution, resulting in trusted partnerships, organic revenue growth and maximized profitability. Creative and dynamic team player recognized for professionalism and dedication to internal and external constituents. Motivator and mentor with the ability to gain cross-functional support to execute plans and deliver impressive results.
AREAS OF EXPERTISE * Account Management * Strategic Planning * Budgeting & Profitability Analysis
* Customer Satisfaction & Retention * Operations and Sales * Staff Motivation & Development
PROFESSIONAL EXPERIENCE DIALOGUE MARKETING, Troy, MI
2011 – Current
Dialogue Marketing provides quality outsourced contact center services for a cross-section of businesses and industries.
Vice President, CLIENT SERVICES (2012-Current) Executive Team member responsible for account management and development of key client relationships, offering customer service, social media management, inbound/outbound sales, and predictive analytics.
Responsibilities
Create and lead Account Management team supporting over 40 programs across two sites. Provide strategic solutions and services resulting in superior customer service and maximized sales revenue. Contribute to the development of new products, growth of client customer base, and successful achievement of strategic and financial goals of both Dialogue and its clients.
Accomplishments Increased key account subscriber base by 6% over 2 year period. Surpassed annual revenue projections by 3%. Surpassed KPI goals to bill at premium rate 10 out of 12 months.
Site DIRECTOR, CORE OPERATIONS (2011-2012) Oversaw multi-site daily operations and client relationship management for 400 seat inbound and outbound contact center, supporting over 30 clients representing a wide variety of industries. Responsibilities Contributed to planning and implementation of contact center strategies, facility management, systems enhancements and process refinement. Direct revenue and gross margin accountability and for Company’s largest account. Generated over $10MM in annual revenue. Accomplishments Maintained Quality scores of 98% or better to avoid costly performance penalties. Aggressively managed Occupancy to maximize productivity and minimize labor costs. Reduced attrition by creating skills development, avoiding recruiting, onboarding and training expense.
JANE R. LIVERMORE
ENTERTAINMENT PUBLICATIONS, LLC Troy, MI
2007 – 2011
Entertainment Publications is a leading provider of discount offers, coupons, and other fundraising products for local communities.
DIRECTOR / VICE PRESIDENT, CLIENT RELATIONS (2007-2011) Drove strategic direction of client relationship management, sales and service performance, customer service and feedback. Directed inbound sales and service operations for customers and merchant partners via outsourced and in-house contact centers. Directed account management teams. Responsibilities Upgraded outsourced customer contact center services, successfully directing the project from new vendor search and selection to launch in six month timeframe, contributing to 4.5% improvement in measured customer satisfaction. Built in-house merchant partner services team, contributing to 7% increase in retention of active merchants. Accomplishments Renegotiated outsourced contact center per minute pricing, reducing by $88.5K annually. Improved one-call resolution resulting in $360.8K annual cost savings. Drove reduction in average handle time per call, resulting in combined savings of $139.7K.
DE-STA-CO, Auburn Hills, MI A Dover Resources Company
2000 - 2007
DE-STA-CO (DSC) is a worldwide leader in the design, manufacture and support of tooling solutions for workplace and flexible automation needs, generating annual sales in excess of $150 million.
DIRECTOR OF CUSTOMER SERVICE (2003-2007) Directed eight global contact centers for DE-STA-CO, including three in the U.S., and one each in China, Brazil, Thailand, France and Germany. Responsibilities Implemented Customer Service global standards across all DSC divisions, increasing customer satisfaction by 27% within a 36 month period. Directed Global Customer Service Management Team. Accomplishments Designed contact center call routing software to maximize agent productivity, increasing daily handled inquiries by 31%. Launched Advance Shipment Notification process, resulted in 18% reduction of order status inquiries.
CUSTOMER SERVICE MANAGER – WORKHOLDING GROUP / AUTOMOTIVE GROUP (2000-2003)
Responsible for the successful operation of the Customer Service Center, overseeing all department functions, including domestic and international Order Management, Customer Service, and Technical Support for DE-STACO Workholding Group and the DE-STA-CO Automotive Group. Improved accuracy, reduced credits issued by 70%, decreased credited dollars by 75%. Implemented efficiency improvements and realized 40% staff reduction.
ABT BUILDING PRODUCTS CORPORATION, Troy, MI 1996 - 2000 International supplier of specialty building products, generating annual sales in excess of $320 million. DIRECTOR - TROY BUSINESS TEAM/OFFICE MANAGER (1999-2000) Promotion included retention of all Sales Administration Manager’s responsibilities, in addition to directing the Troy Business Team, responsible for Credit, IT, Finance, Customer Service, Sales Reporting, and HR. Managed $6.8 million annual budget. Negotiated and controlled Troy Office services, physical plant lease, and capital expense.
MANAGER – SALES ADMINISTRATION, SPECIALTY PRODUCTS GROUP (1998-1999) Promotion included retention of Customer Service Manager responsibilities, with addition of Pricing Administration and all sales support functions for the Specialty Products Group. Managed $822 thousand budget and designed strategic realignment that trimmed payroll by 25%.
JANE R. LIVERMORE
CUSTOMER SERVICE MANAGER, SPECIALTY PRODUCTS GROUP (1996-1998)
Responsible for managing all customer service, order entry, and sales administration functions including International, Retailer, and Distributor account support, Call Center Operations, and Consumer Relations. Enhanced order and credit processing in conjunction with IT, Customer Financial Services, and eight manufacturing facilities. Significantly improved order flow and shortened shipping cycles. Designed and implemented customized product consignment programs targeting customers, including order processing, inventory control, stock replenishment, and accounting structure.
DAY DREAM PUBLISHING, INC., Indianapolis, IN World’s largest publisher of calendars and posters, generating in excess of $60 million annual sales.
1992 – 1995
DIRECTOR OF CREDIT, CUSTOMER RELATIONS, INTERNATIONAL OPERATIONS
Directed operations including Order Processing, Customer Service, Credit and Collections, and Telemarketing.
L. S. AYRES, Indianapolis, IN, and Mishawaka, IN A former division of The May Department Stores Company.
1982 – 1992
DIVISIONAL COLLECTIONS MANAGER (1991-1992) Supervised staff of 14 Collection Agents, managing 6500+ delinquent accounts valued at $1.7 million.
STORE OPERATIONS MANAGER (1990-1991) Managed $27.5 million unit, including physical plant maintenance, shipping and receiving, customer services, store scheduling, stock availability, loss prevention and safety control.
DIVISIONAL CREDIT MANAGER (1987-1990)
Directed overall operations of Credit Marketing Department, New Accounts Departments, and 14 full service business offices, increasing credit sales by 5% yielding $250 million annually from 1.2 million accounts.
ASSISTANT CREDIT MANAGER (1985-1987) Responsible for all aspects of Credit Marketing and Customer Service Departments.
CREDIT PROMOTIONS MANAGER (1982-1985)
Maximized account acquisition and activation resulting in increased credit sales.
TECHNICAL SKILLS Word, Excel, PowerPoint, Publisher, Access, Adobe, Oracle ERP, Cisco IPCC, Salesforce, NetSuite
ACADEMIC CREDENTIALS DePauw University, Greencastle, IN – Bachelor of Arts Degree, English Literature Major National Association of Credit Management Certification–Credit Administration Disney Institute Graduate – The Disney Approach to Quality Service
AWARDS & AFFILIATIONS Society of Consumer Affairs (SOCAP) - Member International Customer Service Association (ICSA), Member
