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    Vice President Customer Care in Dallas TX Resume Susan Rardin

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    Susan Rardin is a dynamic executive with broad experience in operations and call center leadership, client support, and technical leadership positions. She possesses proven skills in visionary thinking and strategic partnering. Susan is skilled in building strong management teams across multiple sites in customer service, account management, IT, and training and development. She has the key ability to exceed sales targets in a highly competitive, high change environment. Susan has a participative, high touch leadership style focusing on continuous improvement, exceeding goals, cross-functional collaboration and driving team and individual results.

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    Vice President Customer Care in Dallas TX Resume Susan Rardin

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    SusanRardin
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    Susan Rardin is a dynamic executive with broad experience in operations and call center leadership, client support, and technical leadership positions. She possesses proven skills in visionary thinking and strategic partnering. Susan is skilled in building strong management teams across multiple sites in customer service, account management, IT, and training and development. She has the key ability to exceed sales targets in a highly competitive, high change environment. Susan has a participative, high touch leadership style focusing on continuous improvement, exceeding goals, cross-functional collaboration and driving team and individual results.

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    Susan Rardin is a dynamic executive with broad experience in operations and call center leadership, client support, and technical leadership positions. She possesses proven skills in visionary thinking and strategic partnering. Susan is skilled in building strong management teams across multiple sites in customer service, account management, IT, and training and development. She has the key ability to exceed sales targets in a highly competitive, high change environment. Susan has a participative, high touch leadership style focusing on continuous improvement, exceeding goals, cross-functional collaboration and driving team and individual results.

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    2K views2 pages

    Vice President Customer Care in Dallas TX Resume Susan Rardin

    Uploaded by

    SusanRardin
    Susan Rardin is a dynamic executive with broad experience in operations and call center leadership, client support, and technical leadership positions. She possesses proven skills in visionary thinking and strategic partnering. Susan is skilled in building strong management teams across multiple sites in customer service, account management, IT, and training and development. She has the key ability to exceed sales targets in a highly competitive, high change environment. Susan has a participative, high touch leadership style focusing on continuous improvement, exceeding goals, cross-functional collaboration and driving team and individual results.

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    of 2

    Susan Rardin

    Flower Mound, TX 75028


    www.linkedin.com/in/SusanRardin
    Home 972-539-5493 [email protected] Cell 720-490-5433

    STRATEGIC AND OPERATIONAL CALL CENTER LEADERSHIP – CUSTOMER AND CLIENT


    SUPPORT - PEOPLE DEVELOPMENT – FISCAL RESPONSIBILITY - TACTICAL EXECUTION
    – REVENUE GROWTH

    EXECUTIVE PROFILE
    Dynamic executive with broad experience in operations and call center leadership, client support, and technical
    leadership positions. Proven skills in visionary thinking and strategic partnering. Skilled in building strong management
    teams across multiple sites in customer service, account management, IT, and training and development. Key ability
    to exceed sales targets in a highly competitive, high change environment. Participative, high touch leadership style
    focusing on continuous improvement, exceeding goals, cross-functional collaboration and driving team and individual
    results.

    • Strategic Leadership • Excellence in Tactical Execution


    • Resource Optimization • Training and Development
    • People/Team Development • Technical Aptitude
    • End to end customer focus • Change Leadership

    PROFESSIONAL EXPERIENCE AND ACCOMPLISHMENTS

    AGILE MIND EDUCATIONAL HOLDINGS, Inc., Grapevine, Texas 1/2008 – 7/2010


    An educational technology company formed in 2001 to enhance both equity and high achievement in challenging
    academic courses. In collaboration with the Charles A. Dana Center at the University of Texas at Austin and other
    strategic partners, the company has developed research-based resources to support high achievement for a broad
    range of students. Course support services are delivered via web applications and combine high tech and high touch.

    Vice President of Operations 1/2008 – 7/2010


    Led the operational team of human resources, sales support, professional services support and school support in
    order to provide a seamless customer experience to 600 schools across 10 states. Provided leadership and
    management to team which provides initial implementation support to partner schools, on-going technical email and
    phone service, and account management to district and school administration, teachers, children and parents.
    • Led the development of database and web based system improving hand-off process between departments.
    Reduced average time from contract signing to implementation from 4 weeks to 4 days.
    • Optimized human resources by implementing flexible schedules, multiple shifts and work at home, eliminating
    over-time hours.
    • Moved culture of department from reactive to proactive by implementing new processes to conduct specific
    proactive contacts to our clients, focusing on clear definition of performance expectations and regular
    coaching and feedback.
    • Implemented eight new processes moving the organization to increased discipline while retaining nimbleness
    and entrepreneurial spirit.

    COMCAST CABLE, Denver, Colorado 1994 - 2007


    Largest provider of cable TV services and a leading communications company delivering digital services, high speed
    internet, and digital telephone. Comcast Colorado serves 800,000+ video customers and employs 2000+.

    Vice President – Customer Care, Colorado Region 2000 – 2007


    Provided strategic and operational leadership for over 700 employees in inbound sales and service centers and IT.
    Delivered 75% of sales for a $1 billion annual revenue region. Managed $62M operating budget and a $1.5M capital
    budget. Directed all cross functional customer impacting and/or employee impacting projects for the region.
    • Increased digital customers 24% in two years, and improved sales close percentage 58% by shifting the
    culture within customer care from a customer service focus to a sales and customer service culture.
    SUSAN RARDIN PAGE 2
    • Re-designed compensation and commission structure as bundling was introduced to the product line.
    Resulted in improvement in bundled sell-in from under 12 percent to 41 percent in three months time.
    • Conceptualized, developed and implemented four layered career path for the inbound call centers in CO
    resulting in 46% of employees cross trained to handle multiple phone transactions and reducing on-boarding time for
    new employees by 20%. Career path used as a model for the corporation.
    • Improved productivity metrics in internal centers; negotiated quality metrics into outsourced call centers
    allowing for a seamless customer experience.
    • Re-designed call routing, efficiently utilizing all call centers resulting in an annual savings of $6M.

    Regional Executive Director – Information Technology 1999 – 2000


    AT&T Broadband (Comcast)
    Led IT organizations in Denver, Dallas and Salt Lake City markets. Provided 24 X 7 desktop, telecommunications,
    billing operations, software development and project management support for 3500+ internal clients and multiple call
    centers across a three state area.
    • Managed the design and implementation of over 50 applications that streamlined manual processes and
    significantly improved efficiencies.
    • Directed the development of a test plan for the first integrated desktop platform for call centers; became the
    standard for test plans across entire company.

    Director of Learning and Development – TCI Central Division (Comcast) 1997 – 1999
    Directed a team of 75 leadership, customer service, and technical training professionals across an eight state area.
    Designed and developed training curriculum for new product deployment. Conceived and implemented a three level
    training certification program.
    • Recruited, hired and trained over 40 trainers due to increased client demand for training.
    • Improved utilization of classroom space 67% by creating multiple shifts of training.
    • Increased client satisfaction from 56% very satisfied to 94% very satisfied by providing performance
    management and client partnership training to trainers.

    Manager of Learning and Development – Denver Regional Call Center 1996 – 1997
    Provided all training and communications support for a start up 500 employees, 24X7 call center providing customer
    service & sales support to 1/3 of all customers. Managed team of 7 trainers.
    • Received $200 thousand training grant from the State of Colorado for two years in a row due to
    increasing number of employees in Colorado by over 400.
    • Revamped new hire training curriculum by removing redundant information, saving nearly 12
    thousand hours in training time, while still meeting client needs.

    Manger of Applications/Cable System Support – TCI Corporate 1994 – 1996


    Led team of 8 software developers and 15 software analysts.
    • Designed on-line training and documentation for new enterprise wide software product.
    • Improved internal customer satisfaction from 28% to 86% very satisfied in 6 months.

    EDUCATION
    Master of Science in Management, Regis University, DENVER, CO
    Bachelor of Science, Kansas State University, MANHATTAN, KS
    AFFILIATIONS
    Women in Cable and Telecommunications Betsy Magness Fellow – Class X
    Co-Chair, WICT Mentoring Class Cable & Telecommunications Assoc. for Marketing
    Nominee for WICT Walk of Fame, 2004 Colorado Women’s Vision Foundation Mentor
    Board Member, Colorado Special Olympics Junior Achievement Advisor

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