Patricia Schiller - Minnesota

Patricia Schiller
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About Patricia Schiller

Patricia Schiller is currently living in Minnesota, and is interested in Call Centers, Manufacturing, Products.
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Categories of Interest

Call Centers, Manufacturing, Products

My Interests

Management in customer service or sales area. I also have experience in manufacturing.

Join Date

Patricia Schiller has joined on Sep 17, 2008


Patricia J. Schiller
7152 Snow Owl Lane . Lino Lakes, MN 55014 . 651-784-7344 .

Management Professional with extensive experience in sales and customer
service business functions.
. Experience in process management with a strong systems perspective
. Broad thinking problem solver with ability to consider the whole picture
in detail and scope
. Results oriented professional who enjoys challenges and using innovative
methods to attain goals
. Successful manager and team leader who motivates for optimum performance
and employee morale
. Computer proficient with a diverse range of software applications

Areas of Expertise

|Strategic Planning |Customer Service |Process Mapping |
|Quality Assurance |Motivate Staff |Sales |
|Service Performance |Performance Management|Project Management |

Professional Experience

Silver King Refrigeration, Plymouth, MN 2004 - 2007
Director of Customer and After Market Services
Managed Customer Service, Service and Warranty, and Parts departments for a
refrigeration equipment manufacturer and distributor.
. Developed and orchestrated new processes for quality controls in the
factory to reduce warranty expense.
. Established a new pricing structure on all factory parts to increase
margin thus increasing profitability in aftermarket sales.
. Continued the highest satisfaction rating in customer service while
implementing processes and system enhancements to create efficiencies.
As sales increased from $15 to $25 million, reduced customer service
staff by 20%.
. Effectively managed Parts department employees in a union organized
manufacturing environment.

Gustuve A. Larson, Plymouth, MN 2002 - 2004
Sales Representative
Sold ice machines and other refrigerated food equipment to dealers and
major chain accounts in a 5 state area.
. Developed an effective marketing strategy for Gustave A. Larson
wholesaler which led to entering a new target market.
. Created and implemented annual service training to all outside service
providers on Ice-O-Matic ice machines. This training was conducted in 10
locations in the 5-state area.
. Established a new customer base for refrigerated food equipment in the
food industry.

George S. May International Consulting, Park Ridge, IL 2001- 2002
Staff Executive
Provided business consulting services to small and medium-sized businesses
in a variety of industries resulting in improved organizational management,
growth and higher profit margins.
. Implemented process improvements resulting in cost savings
. Developed quality standards
. Created budget systems and provided direction on Quick Books accounting
system, costs control, and job costing
. Designed procedures for job performance evaluations and job descriptions

Patricia Schiller Page Two

Northern States Power Company, St. Paul, MN 1988 - 2000
Senior Customer Business Analyst, 1997 - 2000
. Developed and implemented the Exceptional Service Performance program
for the call centers in Minnesota and Wisconsin business offices. The
program successfully increased the quality of customer service by 3%
per quarter in the first year measured through external customer
. Created, coordinated, and implemented the 45 Day Billing Project.
Conducted a root cause analysis to identify each process from
construction to billing on all new construction. Increased the
frequency of training staff and improved processes resulting in timely
billing and a revenue increase of 10%.
. Conducted benchmark studies with other call centers in and out of the
utility industry. Used information to create goals for best practices
and established key performance indicators. As a direct result,
Company achieved top quartile status in the areas of customer service
and satisfaction.

Sales and Customer Service Systems Analyst, 1996 - 1997
. Orchestrated the implementation of a $60 million customer service
system in the sales department. This system included a customized
sales tracking tool, electronic data interchange (EDI) with customers,
and produced data requirements. The system was successfully
implemented and continues to be used in the Customer Business Office
and Sales and Marketing Departments.

Office Sales Manager, 1992 - 1996
. Planned, organized and implemented an effective support staff for the
Electric Sales organization.
. Evaluated needs within the Sales department, implemented
organizational processes and procedures, and met staffing
. Hired, trained and managed performance for a staff of 15-18 full-time
and temporary personnel.

Project Coordinator, 1989 - 1992
. Coordinated the Geographic Information System (GIS) pilot through the
initial cost analysis and feasibility studies. Introduced the
Computerized Drafting (CAD) workstations in the mapping department for
the Automated Mapping/Facilities Management (AM/FM) pilot project. The
analysis was cost justified to proceed in the $80 million system which
is used today.

Distribution Design Technician, 1988 - 1989
. Civil drafting of maps in and around the St. Paul areas of the
Northern States Power electric and gas distribution. Problem solving
of electric distribution and updates to the Distribution Dispatch
System (DDS). Overseeing workload and supplies in the reproduction
area at Northern States Power Company. Excellent performance reviews
aided in the promotion to the automated mapping project.


Master's in Business Administration, University of St. Thomas, St. Paul,
MN, 1998

Bachelor's Degree in Business Management, Metropolitan State University,
St. Paul, MN, 1995

Electro/Mechanical Design Drafting, Southwest Technical Institute, 1987

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Patricia Schiller
Name: Patricia Schiller
Location: Minnesota,United States

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