Management Consulting

Since

Leading edge Teamwork, Training and Technology Integration

CYNTHIA J. SHAFFER
948 Baffy Avenue
Landisville, PA 17538

(814) 445-5677 (Home) (814) 445-9077 (Office)

CAREER HIGHLIGHTS A highly motivated leader with twenty years of experience in Call Center Consulting, Customer Service, Communication, Distribution and Logistics Management. Recognized for exceptional interpersonal communication and problem-solving skills used to facilitate effective change integration. Notably creative accomplishments include: co-author of customer service book, design/development of custom technology solutions, design/development of revenue generating programs, leading and training in team dynamics, process/infrastructure re-engineering, and leading quality customer service initiatives.
. CAREER ACCOMPLISHMENTS CREATE SOLUTIONS, INC                Landisville, PA                                      1997 -Present
A Management and Online Consulting firm established to provide nationwide services. Consecutive years of profit and growth have characterized results to date. Registered AT&T Internet Design and Development Consultant - Creative Alliance Partner.   Numerous website references with varying levels of complexity are available upon request.
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President and CEO
Responsible for full spectrum business management and operations including technical operations for custom online solutions - web development, telecommunications technology and financial software solutions. Contributor to the book "Celebrate Customer Service - Insider Secrets" published by Select Press and released in February 1999. Contributed material - “Implementing A Quality Service Model”.
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SUNRISE MEDICAL                            Carlsbad, CA                                      1993 - 1996
A world leader in the manufacturing of home medical equipment with projected annual sales in fiscal year 1998 of $800 million. The company listed on the New York Stock Exchange is recognized for worldwide manufacturing and distribution of home medical equipment,
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SUNMED SERVICE                             Westlake, CA                                     1995 - 1996
(A Division of Sunrise Medical)
The newest of the Sunrise divisions was conceptualized in late 1994 to initiate the first centralization move on the part of the company. Divisions operations designed to support customer service, communication, distribution and logistics for standard product sales of approximately $130 million.
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Vice President of Customer Service
Responsibilities required executive level: planning, coordinating, motivating and management skills to meet the aggressive nine-month implementation schedule. Infrastructure design and technology expertises were also critical success factors. In addition, the position required 50% travel between the call centers in Westlake, CA and Landisville, PA for full scale management of customer service, marketing and telecom success, nationwide.
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Customer Service Management Accomplishments

Screened and hired 7 managers, 33 customer service associates, 1 administrative assistant and 1 telecommunications consultant.
Designed and implemented self-directed work teams.
Re-engineered the management and team structure in the second month of operations. Results increased team productivity by 30%, reduced abandoned call rates from 20% to 3%, reduced customer complaints by 30% and reduced service error rates by 10%. The re-engineering was supported with existing staffing levels.
Managed the development of the first ISO certifiable customer service policies and procedures manual to match the platform software and business processes.
Designed the configuration and managed the telecom implementation of 2 call centers located in Landisville, PA and one in Westlake, CA.

CYNTHIA J. SHAFFER PAGE 2
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Technology Management Accomplishments

Designed, developed and implemented a Lotus Notes, custom software application for on-line product help of the division's 4,000 products.
Designed and re-engineered the telecom configuration for improved call flow methodology.
Tested and implemented new telecom technology (the Take-Back-And-Transfer Feature). This was the first technology enabling warm conferencing between all Sunrise divisions.
Designed the logistics and technology match for one 800 number to reach all Sunrise divisions.
Developed, designed and implemented the customer interface of EDI and remote access.
Developed and documented the telecom disaster recovery plan.
Marketing Management Accomplishments
Managed the design, format, publication and distribution of the first catalog (43-page product guide). Two versions published: 13,000 of binder version and 5,000 of the magazine version.
Managed the design and execution of 3 cross-sectional customer surveys.
Designed, formatted, and managed the publication of a tri-fold brochure introducing the new division.
Managed and coordinated pricing and product promotions.

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DEVILBISS HEALTHCARE Landisville, PA 1993 - 1995
(A Division of Sunrise Medical)
The division of Sunrise specializing in respiratory product manufacturing. Acquired by Sunrise Medical in June 1993. Approximate annual sales of $80 million.
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Director of Customer and Technical Services
Executive Management Accomplishments

Served on the Executive Committee of the Company (Governing body of the company)
Developed aggressive strategic business and financial plans, which resulted in consecutive growth years.
Managed the service and telecom technology solutions for a major acquisition within a 6-month timeframe. Scope entailed: infrastructure re-engineering, telecom technology implementation and product training.

Customer/Technical Service Management Accomplishments

Managed 17 customer service, 7 technical service, 26 repair technical service associates and 12 independently operated field service locations.
Re-engineered the service group into self-directed work teams resulting in productivity increases of 18% and reduced the abandoned call rate from 13% to 2% over a 3-month period.
Designed the process flow for a new system's return module which reduced repair turnaround time from a 21 day average to a 3 day turnaround average, reduced paper flow from 40 pieces to 3 per transaction, and significantly increased productivity.
Designed and executed a pilot telemarketing program targeting new account first orders and inactive account order generation for incremental sales growth opportunities. Defined results of an average $30,000 per month incremental sales.

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INTERSTATE CHEMICAL COMPANY, INC. Hermitage, PA 1979 - 1990
A recognized leader in the distributing and manufacturing of industrial chemicals domestically. Emerged to top 10 nationwide in 1998.

Director of Customer and Transportation Services

Promoted through the ranks in customer service and transportation to the management of the customer service, transportation, maintenance and telemarketing teams. Ultimately managing 42 employees.
Designed and developed a telemarketing program targeted for geographic load building and additional sales support penetration. Results tracked incremental sales growth of 300% in 6 months ($5,000-$15,000 per month).

EDUCATION .
FLORIDA SOUTHERN COLLEGE Lakeland, FL 1975 - 1979
Bachelor of Science Degree in Business Management with concentration area in Marketing- Human resources- Finance.

GPA (Overall): 3.5/4.O GPA (Major): 3.7/4.0
Dale Camegie Leadership Development Program 1994
Ongoing management seminars and company education programs

Create Solutions, Inc.
948 Baffy Avenue
Landisville, Pennsylvania 17538

Telephone: 814-445-9077
E-mail now: cshaffer@createsolutions.com