Yvette Culkar
Customer Experience Executive
Red Oak,TX
Summary
Experienced manager skilled in directing and improving operations through motivational strategies and policy enforcement. Proficient in industry best practices, market trends, and regulatory requirements. Talented leader with an analytical approach to business planning and problem-solving. Possessing astute business acumen, including a commitment to professional ethics, confidentiality, and integrity.
Overview
22
22
years of professional experience
1
1
Certification
Work History
CEO
YDC Enterprises, LLC
01.2016 - 01.2020
- Owner/Operator of home-based ecommerce retail business through Fulfillment By Amazon (FBA)
- Researched, negotiated, and sourced products (toys and small home appliances) for profitable resell online
- Attended sales conventions and shopped chain retailers for products
- Enlisted overseas production manufacture to produce a private label product
Manager, Consumer Experience
Greyhound Lines, Inc.
01.2013 - 01.2015
- Designed and developed customer service initiatives; including a new general operations assessment (GOA) process which improved process consistency across the organization.
- Managed the rollout of The Customer Focus training which served as the basis for Greyhound’s customer service cultural change.
- Created and implemented the Terminal Call Routing project which increased the number of answered calls by 80%.
- Implemented a Terminal Scenting process to improve the environment within our terminals.
- Lead the Enhanced Boarding conversion which improve the coach boarding process leading to increased efficiencies in On Time Performance and improved the customer experience.
CARE Manager
Hyundai Capital America
01.2011
- Created, developed and managed the Customer Advocate and Retention Expert department.
- Leveraged customer complaints and other feedback channels to improved business processes.
Adjunct Instructor
Baker College
01.2009 - 01.2011
- Educated students in the College of Business.
- Delivered lectures and conducted term assessments in business and marketing fields of study.
- Shared real-life business examples which enhanced the students’ learning experience.
Customer Service Strategy Manager
DaimlerChrysler Financial Services Americas LLC
01.2003 - 01.2008
- Responsible for collecting and incorporating the 'voice of the customer' back into our business.
- Led the billing statement redesign project; this strategy increased customer satisfaction by 45%.
- Guided and managed VOC SWAT Cross functional project teams which improved customer satisfaction by energizing the whole company towards specific goals.
- Managed J.D. Power and Associates, TARP, and POSE vendor relationships.
- Developed and presented PowerPoint presentations to all levels of leadership.
- Designed training materials used to train over 2,000 customer service representatives on improvement initiatives.
- Designed, analyzed, and tracked customer satisfaction predictors (TARP and POSE) to develop strategies to improve customer service processes.
Project Manager / Six Sigma Black Belt Candidate
Ford Motor Credit Company
01.2000 - 01.2003
- Led process improvement projects that generated cost savings and trained other employees as Green Belt project managers.
- Established infrastructure to support the phase-in strategy of the customer service contact center model.
- Created an Audit Preparation Process that continuously assessed Operations and ensured satisfactory audits and internal control results.
- Managed the migration of branch functions (Customer Service, Account Services and Vehicle Liquidations) into one centralized facility.
- Assisted other conversion teams through the utilization of best practice sharing while making process improvements to the service center implementation process.
- Managed the Change Control Process to ensure timely implementation of process improvements across functions and centers.
- Maintained and cultivated a strong working relationship with Accenture and other vendors (e.g., Aramark, NTT and Manpower).
- Promoted and developed Ford leadership behaviors and corporate goals among business colleagues.
- Liaison business partner to sub prime subsidiary (Fairlane Credit, LLC) customer service unit.
Manager Customer Relations
DTE Edison America
01.1998 - 01.2000
- Managed both the acquisitions and customer care call center processes.
- Created and implemented plan which improved call quality and decreased call handle time by 30%.
- Maintained customer churn rate to 80% below yearly targeted goal.
- Evaluated and monitored cost per contact metric to identify improvements in costs and efficiencies.
- Assessed best practice issues and prepared documentation ensuring compliance.
- Monitored continuous improvement processes of outsourced Customer Acquisition process.
- Developed process functionality between the Customer Information System and the Customer Service Representative.
- Managed Tier II Customer Care Department.
- Analyzed daily call center reports to ensure maximum service representative utilization.
Education
Skills
Effective delegation
Relationship management
Operational excellence
Financial acumen
Effective decision making
Problem-solving
Business development
Marketing expertise
Strategic planning
Summary Profile
Knowledgeable and experienced customer care professional offering more than 20 years of successful strategic planning and tactical deployments. Career background includes vendor management and relationship building, start-up business development, on- and off-shore outsourcing knowledge, Six Sigma Black Belt process improvement methodology, customer experience, corporate trainer and more. Communicates comfortably with all levels of management as well as with employees and customers. Astute business acumen including professional ethics, confidentiality and integrity.
Certification
Transactional Six Sigma Black Belt
Timeline
CEO - YDC Enterprises, LLC
01.2016 - 01.2020
Manager, Consumer Experience - Greyhound Lines, Inc.
01.2013 - 01.2015
CARE Manager - Hyundai Capital America
01.2011
Adjunct Instructor - Baker College
01.2009 - 01.2011
Customer Service Strategy Manager - DaimlerChrysler Financial Services Americas LLC
01.2003 - 01.2008
Transactional Six Sigma Black Belt
04-2002
Project Manager / Six Sigma Black Belt Candidate - Ford Motor Credit Company
01.2000 - 01.2003
Manager Customer Relations - DTE Edison America
01.1998 - 01.2000
Eastern Michigan University - ,