Transcript
L YNDA M. D EAN
DALLAS, TX 75287 H: 972.248.2698 ▪ C: 214.683.9800
[email protected]
http://www.linkedin.com/pub/lynda-dean/7/86/503
P RO F I LE
Senior Level Customer Care & Retention Professional
Long-term Customer Relationships … Customer Loyalty … Customer Success A Senior-level Customer Care & Retention professional with exceptional results in managing and increasing customer loyalty, success and satisfaction, all while greatly increasing customer references and add-on sales. I am targeting opportunities at the Senior or National Customer Care level. My career is well documented for innovation, dedication, and determination, and the development and preservation of customer and partner relationships. My diverse background has provided the knowledge and understanding required to effectively work with all levels and disciplines within the enterprise. Customer satisfaction and retention levels have consistently risen, accomplished by utilizing effective relationship building at all levels within an account, providing customers a consistent and knowledgeable point of contact into Sales, Marketing, Services and Support.
C A R EE R P RO GR E S S I O N
Principle, Chelsea Consulting SEEBURGER, Inc., Atlanta, GA Director Customer Care
Developed, implemented and managed a customer retention and success program, with first-ever customer segmentation list to cross-sell services and products which has provided, on average, $1.8MIL yearly in North American revenue. Elevated customer satisfaction to 99% and increased customers reference accounts by 825%. Developed a customer reference framework, managed all reference requests, and insured the strongest and best fit for every deal, worked directly with customers on case studies, press releases and customer speakers at events, trade shows and with media.
1995 - Present 2007 – 2012
Global provider of Enterprise level B2B solutions with 600 employees in 22 countries providing B2B gateway products, primarily EDI
Chelsea Consulting, Dallas, TX
2005 - 2007
As a Sr. Business Consultant I provided consulting services for small to medium sized businesses in the areas of customer retention, competitive research, and program development.
iSoft Corporation, Dallas, TX Director Customer Care
2001 – 2005
A $10M enterprise communications software company providing leading edge IP-based Communications Infrastructure Technology
Managed customer expectations resulted in 23% turnaround in perception, and 89% retention of existing base. Analysis of all aspects of company performance resulted in improved delivery of products and services.
Kodak Health Imaging, Dallas, TX
1999 - 2001
Developed and maintained full range of User, Admin, and Service publications. Developed and maintained online help for Web-based systems
L Y N D A M. D E AN
P AGE T W O
Sterling Commerce, Inc & Sterling Software, Dallas, TX / Sacramento, CA
1992 - 1999
A $3.9 B systems software company providing e-commerce solutions for all major mainframe, midrange, and workstation platforms, including OS/390, UNIX, AS/400 and Windows
Established a Telemarketing program and organization for Sterling’s Data Communications product line, increased lead follow-up by 78%, averaged 7.5 qualified leads per person per day. Developed and justified business plan for enhanced support services, provided $978K in revenue in first year. Created RFI/RFP database for Sterling Commerce, reduced time to respond by 37%. Developed Sales Associate Business Plans, established Sales Associate programs, trained personnel, assisted in the sale of products and services allowing Executives to focus on closing business. Generated $900K in qualified new business in 60 days for Sterling’s Data Communications Division. Uncovered $2.5M in qualified upgrade opportunities for Sterling’s Data Communications Division. Conducted contract audits, insured compliance, reported exceptions, recovered $3M in lost revenue. Established Client Services, addressed all client issues, increased client satisfaction 27%, client references 19%. Evaluated Sterling’s Data Access Division, instated Telemarketing, increased qualified leads by 70%.
Sterling Software, Systems Software Marketing – Rancho Cordova, CA 1989 – 1992 Technical Product Manager / Sales Support Manager Programmer Productivity Division
Managed Sterling’s Programmer Productivity Division product development and sales support activities. Successfully repositioned products and services, sustained division through 1990 – 1991. Developed standard justification models, reduced sales cycle by 30%. Created standard evaluation support procedures, increased closure rate to 90%. Developed self-paced education program for MVS, VSE, and VM, reduced evaluation time be 20%.
Lab Force, Inc. – Dallas, TX Vice President QA, Sales Support & Technical Communications
1983 - 1989 1987 – 1989
Successfully managed a team of 28 in a 2 year $6M conversion with IBM. Authored A Total Commitment to Quality published in Healthcare Computing & Communications January 1988. Conceived and managed Sales Support Division. Developed standard demonstrations and presentations, best in industry 1987. Defined standards for RFI/RFP, considered industry standard 1988. Performed demonstrations to all key prospects, investors, and executive planning committees. Established and managed Technical Communications Division. Developed full range of materials.
Director QA and T&E
1986 – 1987
Developed QA plans and program for multiple software product line. Hired, managed, and trained a team of 12. Implemented configuration management. Created procedures to track and classify product deficiencies Established Training and Education Division, developed educational standards and manual - approved by IBM. Managed the development of a full range of client specific and corporate internal programs. Wrote and published industry white paper for IBM on Hybrid Laboratory Information Systems
Director of Implementations & Technical Support
1983 – 1986
Established and managed Implementations group for multiple software product line. Developed implementation models that accurately estimated the time, cost, and resources required to implement each custom system sold. Enhanced and managed Technical Support. Developed problem reporting, tracking and resolution procedures. Liaison to IBM legal, developed Statement of Work and Basic Ordering Agreement. Developed training programs for all products. Defined prerequisites, created courseware, proficiency testing and documentation. Provided training for all levels of personnel. Created Functional Specifications and Acceptance Criteria, reduced customizations, and managed customer expectations.