Elizabeth (Beth) Vanderbrink

Experienced customer service professional with over 20 years in the industry, specializing in customer service and contact center operations. Adept at overseeing all aspects of operations, including client liaison, talent management, training, contract renewal, revenue generation, account growth, business prioritization, and operational efficiency. Demonstrated commitment to excellence.

• Cargill, Inc., Customer Care Manager, 09/2018, Present, Customer Care Manager for Salt customer care team. Manage service level performance, technology integration, team performance and coaching. Currently developing a new customer service strategy to support business prioritization. Responsible for ensuring high degree of performance from the Customer Care team; including team metrics, critical issue review, fulfillment of customer orders and follow up on customer surveys/escalations. Support several technical improvements for the team; including improvements within Salesforce, the rollout of order entry BOTS and AI, and participating in the development of productivity tools and new phone system. Identify opportunities for continuous improvement, continual improvements to policy and procedure, best practices, the training program and the QN process, improved response time from days to hours. Provide team written communications including updates to the team and policy, including the team’s initial flexible work agreement program. Increased Engagement of the team and saw a significant improvement in engagement surveys and team motivation. Serve as a liaison with multiple cross function teams and especially Sales, Supply Chain and Human Recourses.
• DXC Technologies (formerly Hewlett Packard), Customer Service Delivery Manager, 04/2017, 09/2018, Delivery manager responsible for managing multiple million-dollar contracts for DXC Technology. Including account management, client relationship management, P&L, continuous improvement, business growth, contract renewals, service level performance, customer satisfaction, overseeing a staff of 185. All teams are ISO 9001 certified. Managed contact centers for four clients in Pontiac, Michigan; four clients in Boise, Idaho and two clients in Mississauga, CAN; this includes automotive luxury brands, roadside assistance, dealer business system support, a loyalty program, funeral planning and tourism; with 10 leaders, trainers, technical support and 200+ customer service employees. Cultivated in-depth knowledge of the client’s business model, strategic objectives, organizational structure, business processes and financial structure to improve relationships and their delivery model. Revenue growth by identifying opportunities to improve the client’s CSI with their customers. Contact center services for luxury brand roadside assistance; and ensure customers are taken care of and their needs are met; guarantee owner concerns are reviewed and addressed to satisfaction with the dealer and headquarters; Provide help desk support for the dealer business system, team provides support to dealerships including sales, service and parts ordering; Review all customer concerns, for all teams and resolve to customer, program client and dealer agreed satisfaction. Roadside account is Forbes award-winning, and all centers have been renewed at least once but up to 10 times due to the performance of the teams.
• Electronic Data Systems (EDS), Customer Service Delivery Supervisor – Meritor Account, 01/2003, 07/2005, Provided people care for 40 technical customer service representatives supporting the ArvinMeritor account. Achieved Green Belt Status in Lean Six Sigma. Provided all staffing for the call center, including review of resumes, interviews, assessment of skills and decision of hire. Administered performance reviews, salary action, recognition, career counseling (includes performance improvement plans), and separations. Maintained all data information for account’s employees. Provided all account statistical and metric reporting to the division. Worked closely with the client to determine staffing needs, address problem performance, review training needs, and career development for the account’s employees.
• Electronic Data Systems (EDS), Human Resource Specialist, 05/1998, 12/2002, Provided Human Resource and Employee Relations support and consultation to several Midwest leaders with over 2,500 employees. Promoted from HR Analyst within two years. Acted as a liaison between leaders and corporate groups such as Recruiting, Benefits, Disability Services and Employee Relations. Provided training to leaders on relevant human resource topics. Created an HR Guide that is used by the Midwest Human Resources team. Created, maintained and compiled human resource reports for supported accounts/groups. Assisted leaders with human resource requirements for account start-ups, transitions, and shutdowns. Managed and facilitated on-going leadership programs for Customer Interaction Centers in Michigan, including Future Leaders Program (FLP) and Advancing Supervisor Knowledge (ASK).
• Electronic Data Systems (EDS), Training Specialist, 10/1995, 04/1998, Provided and developed diversity training for all EDS teams; also developed and provided new hire training for the contact centers.