MARGARET V.

DRECHSEL
Walnut Creek, CA 94596 (925) 818-1647 margaretdrechsel@sbcglobal.net

Customer Service and Training Professional

A dynamic, engaging customer service professional with extensive experience in a Fortune 500 company. Combines relationships of trust with a consistent outward focus to create cohesive and successful teams. Motivates people to do their best and a bit more to deliver legendary service. Proven track record of assessing needs and developing procedures to respond to business issues. Seasoned and confident trainer, leading groups to understand new processes, Respond to corporate goals and meet deadlines. Nothing is more rewarding than helping others succeed Leadership Mentoring Coaching Motivation Training Development and Delivery Customer service Creative Problem Solving Process Improvement

Professional Experience Regional Customer Service Manager 2006 2012 Nordstrom - Walnut Creek, California Responsible for all Customer Service/Communications Managers in 20 stores, supporting over 4000 employees in Northern California and Hawaii. Hired, managed, set bonus/salary arrangements and performance expectations for all Customer Service/Communications Managers and Assistants. Promoted more than 40 leaders by mentoring and teaching managers to hire, build and develop top talent Spearheaded corporate pilot project to move front-facing Customer Service processes to the sales floor Led store adoption of mobile technology (I Touch and I Pads) to boost customer payment and receipt options and generate increased sales from email addresses collected Created and led numerous seminars, education and planning meetings on new software and POS functionality, processes, programs and sales for hundreds of employees Opened new Honolulu, Hawaii store by partnering with Store Manager for hiring, training and supporting opening events. Store team exceeded opening sales goals and doubled the goal of new accounts opened, the highest in Nordstrom history. Rang over 800 customers in 2 hours Oversaw and monitored managers to meet tight budgets in excess of $7 million Assisted regional leadership throughout inventory process to decrease

Margaret V. Drechsel

the amount of shrinkage dollar losses (decreases achieved in 5 of 6 years) Led company in generating new accounts for customers during the month of July, 2011 with 100% of salespeople in eleven stores participating, resulting in over 10,000 accounts opened Received two Corporate Peer Awards in recognition of support and leading teams

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Regional Customer Service Manager 2002 2006 Nordstrom - Portland, Oregon Responsible for performance of all Customer Service/Communications managers in 10 stores, supporting over 2200 employees in Oregon, Utah and Colorado. Collaborated to create corporate scorecard to measure productivity and motivate exceptional performance of store Customer Service Managers Successfully guided team to beat cash room budget plan each year (only region to do so) by motivating managers and teams to work accurately and efficiently As an expert on store operations, worked with software and training developers to ensure functionality and effectiveness of training materials Successfully led cash room equipment installation. Improved efficiency and reduced labor costs by transitioning teams to new Glory cash system Reduced amount of bad debt in region by 40% through creation and implementation of a training and communication program, quickly reacting with partners to solve fraud issues as they arose Developed Training Audit to measure the effectiveness of trainers and training environment, resulting in consistent standards across the country and improved training for New Hires. Coordinated hiring and training for opening of new Orem, Utah store resulting in surpassed sales goals and a smooth opening weekend Received Regional Inverted Pyramid Award for exceptional servant leadership, support of store personnel, and building strong partnerships

Store Customer Service and Communications Manager 1989 2002 Nordstrom, Salt Lake City, Utah Responsible for daily operations, training, budgets, and overall performance of Customer Service, Credit, Communications, Cash Room, and Mail Order areas of the store. Trained all New Hires on POS system and best practices for exceptional service, inventory movement and credit procedures Responsible for installation and placement of new POS and phone systems, trained over 300 employees, resulting in increased speed at register and improved service to customers Managed corporate Mail Order team, and increased sales year over year Supported successful closure of Ogden, Utah store, re-allocating supplies

and materials to other existing stores, facilitating meaningful cost savings Education and Technical Skills Microsoft Excel, Word, Glory Cash systems Numerous leadership and management seminars taken through Nordstrom Coursework at University of Utah - Salt Lake City, Utah