Debbie Phibbs

Prototype Coordinator responsible for all pre-production quoting, procurement assembly, containment, labeling, packaging, shipping, tracking and invoicing activities on GM programs, as well as other customers. * Receive and enter customer purchase orders and releases. * Review customer requirements and provide commitment dates. * Manage any necessary purchase order revisions with the customer. * Communicate with key personnel to ensure customer requirements can be met. * When necessary communicate with remote Manufacturing facilities to order the necessary parts to fulfill customer orders. * Coordinate prototype builds through the MD Lab. * Create and manage an inventory system that tracks raw materials and component parts. * Attend program PDT's to communicate prototype status and share any lessons learned. * Work with the MD Lab Supervisor in maintaining the workplace dedicated to prototype part workflow. * Improve customer satisfaction and prototype financials. * Support prototype piece price development. * Responsible for all prototype part shipments (GP - 12 containment, labeling, tagging, bill of lading and shippers). * Communicate improvements in procedures and work instructions to improve customer satisfaction and reduce cost. * Created procedural guides for PLEX (ERP Software for Manufacturing).

IT Asset Administrator responsible for managing multi-million dollar software license portfolio and associated maintenance contracts. Ensure that cost of licenses is minimized and that no unnecessary licenses or contracts are in effect. Also, responsible for ensuring critical support contracts are in effect with no lapse in coverage. * Manage lead time required for software maintenance renewals to confirm number of licenses and associated costs. * Create appropriate documentation for approval and procurement of necessary licenses and maintenance contracts. * Ensure that all licenses and contracts are accounted for in annual budgeting process. * Work closely with IT finance support on budget matters. * Work closely with corporate procurement organization on negotiations and purchases.

Oversee 11 direct reports across multiple shifts for 24/7/365 customer support. Handle more than 102K calls per year. Engage with 15 internal and remote Support teams to coordinate Call Center processes and procedures. Create custom reports and queries from the CRM System. Provide administrative support for five managers. * Handpicked to integrate CRM Systems during two major corporate acquisitions. Also chosen for a team that reviewed and resolved common problems reported by the highest-volume customers. * Created procedural guides for the new CRM application and Call Center management. Standardized how Call Center and Support teams process inquiries (tickets), and improved their ability to deliver to expectations throughout the lifecycle of each ticket. * Received the Distinguished Service and MVP awards for delivering consistently excellent customer service and providing extra help for support teams and customers. * Served as the point-of-contact for maintaining customer support during outages of the CRM System, telephone lines, and electrical power. * Defined emergency procedures, step-by-step, to manage multiple issues. * Established backup systems and services to minimize the impact of outages on customers. * Provided frequent updates to management. * Monitored monthly call volume to guide employee scheduling, track the performance of each Call Center operator, and provide statistical data on specific customers, products, business units, resolution details, support analysts’ success, and other critical information. * Set up CRM Systems at 15 different offices in multiple U.S. states in order to provide cohesive management of customer calls. * Researched how each Support team was handling requests from customers. * Determined data that needed to be captured and how to import it to the primary CRM System. * Trained employees in managing call flow and handling assisting customers in compliance with corporate standards and procedures.