DEBORAH EULENBERG
Little Elm,United States
Summary
To gain a challenging position which enables me to utilize my organizational and interpersonal skills to the benefit of my employer as well as myself
SUMMARY OF QUALIFICATIONS 25+ years’ experience in the computer industry, over 10 in managerial roles International business experience Strong leadership qualities; able to build teams and motivate staff to get things done Customer focused; able to resolve complex problems Goal-oriented manager with distinguished experience in B2B tech industries and proven leadership abilities. Expert in increasing productivity and customer satisfaction while driving revenue and sales. Committed to streamlining procedures while optimizing employee talent.
Overview
28
28
years of professional experience
1
1
Certification
Work History
Customer Experience Manager
Trellix
01.2010 - 10.2023
- Ensure regular and effective communication and supervision of staff on performance, goals, and coaching
- Building and administering voice-of-customer program
- Managing cross functional projects for customer experience improvement
- Collecting and analyzing results of voice of customer and presenting results for executive team and department heads
Manager Customer Support
WW
01.1999 - 01.2010
- Developed and implemented policies and procedures for both the customer and technical support departments
- Managed 2 offshore outsource vendors in Philippines and India
- Led weekly conference calls with outsource vendors including reporting and resolving of customer issues
- Planned and initiated complete re-organization of customer support department
- Handled Executive and director-level escalations; resolved customer’s complex issues
- Initiated rewards programs within the department to motivate world class service
Customer Care Lead
Network Associates
01.1998 - 01.1999
- Promoted from agent to lead within 12-month period
- Handled and resolved escalated and complex issues
- Compiled, reported, and analyzed customer service stats
- Developed and implemented policies and procedures for customer support
- Built action plans for improvement for support organization
- Responded to customer needs through competent customer service and prompt problem-solving
Pharmacy Technician
Walgreens
01.1996 - 01.1998
- Responsible for dispensing medications
- Handled and negotiated insurance billing
- Answered and responded to customer calls and emails and resolved issues as necessary
- Handled customer relations
- Responsible for cash transactions
Education
John F Kennedy High School
FremontNo Degree - Pharmacy Technician
Colby Sawyer College
San Jose07.1995
Skills
- Training Programs
- Account Management
- Client Correspondence
- Cross-Functional Collaboration
- Call Volume Analysis
- Staff Support
- Customer Experience Improvement
Certification
NPS
Qualtrics
Timeline
Customer Experience Manager
Trellix
01.2010 - 10.2023
Manager Customer Support
WW
01.1999 - 01.2010
Customer Care Lead
Network Associates
01.1998 - 01.1999
Pharmacy Technician
Walgreens
01.1996 - 01.1998
John F Kennedy High School
No Degree - Pharmacy Technician
Colby Sawyer College