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            Cynthia J. Shaffer           
  
717-898-3143
948 Baffy Avenue

Landisville, PA 17538

 

948 Baffy Avenue, Landisville, Pennsylvania 17538                                     cmacha@createsolutions.com

 

PROFESSIONAL PROFILE
A highly motivated leader with twenty-five years of experience in Business Management, Customer Service, Technology Integration, Communication, Distribution and Logistics Management.  Recognized for exceptional interpersonal communication, organizational and problem-solving skills.

 

PROFESSIONAL EXPERIENCE

BOYS & GIRLS CLUB OF SOMERSET COUNTY                                            April – August 2004
The largest non-profit youth organization in the United States providing youth development and life skills enrichment for youth ages 6-18.

 

Ř       Executive Director
Responsible for full spectrum operations of the organization.  Primary responsibilities included fund-raising, volunteer recruitment and management, management, financial management, grant writing and operations management of the club.

 

CREATE SOLUTIONS, INC                                Somerset, PA                                      1997 –Present
Leading Business in Teamwork, Training and Technology Initiatives
A Management and Technology integration firm which includes service group re-engineering, project leads, and training, web solutions,  numerous custom online solutions, custom programming, Quickbooks financial planning software implementations and support and user training.  Customer base contains over 200 customers of varying services.

 

Ř      President and CEO
Responsible for full spectrum business management and operations including technical operations for custom online, storefront and database 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.

 

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.

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.  Division’s operations designed to support customer service, communication, distribution and logistics for standard product sales.

 

Ř      Vice President of Customer Service
Responsibilities required executive level: planning, coordinating, motivating and management skills to meet an aggressive nine-month implementation schedule. Directly responsible for 100+ customer service and technology associates. The position required 50% travel between the call centers in Westlake, CA and Somerset, PA.

Ř      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 Somerset, PA and one in Westlake, CA.

    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.
  • 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.

     

DEVILBISS HEALTHCARE                                Somerset, 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.

Ř      Director of Customer/Technical Services and 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.
  • 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.

 .
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.

 

Ř      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 Carnegie Leadership Development Program        1994

·         Ongoing management seminars and company education programs

Community and Professional Organizations

  • Executive Board of Mary S. Biesecker Library (4 Years)
  • Somerset Area Chamber of Commerce
  • Exchange Club of Somerset
  • Past President – Somerset Welcome Wagon
  • Member International Customer Service Association
  • Various Fund Raisers to support local organizations
  • AYSO soccer sponsor and coach (Past 7 years)
  • Somerset Area Little League sponsor and grant writer ( Past 5 years)
  • Christian Youth group service
  • Active Member of the First Christian Church
  • Various volunteer positions to support my community

References

·         Commissioner Pamela Tokar-Ickes
Somerset County Courthouse
North Center Avenue
Somerset, PA  15501
814.445-1004

·         Mr. G. Henry Cook, President
Somerset Trust Company
Main Street
Somerset, PA  15501
814.443.9200

·         Mr. Raymond W. Dyer, Vice President of Marketing
Acusis (Former President of DeVilbiss Healthcare/ Direct Report)
200 First Avenue
Pittsburgh, PA  15222
412.209.1261

·         Pastor Daniel Nicksich
First Christian Church
143 East Main Street
Somerset, PA  15501
814.443.2913

·         Rita Halverson, ePRO, CRB,CRS,GRI, Owner/Broker
Coldwell Banker Rita Halverson Realtor, Realtor®
555 East Main Street
Somerset, PA  15501
814.443.4858

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

Telephone:  800-743-7472
E-mail now:   cmacha@createsolutions.com

 
Copyright © 2002 Create Solutions, Inc., All Rights Reserved