Dru Phelps
InstructorYears Experience: 20
Education: Dru has received the following education: Adjunct MBA Faculty member and published at the University of Phoenix, Master of Science in Systems Mgt. at the University of Southern California, B. S. from Purdue University, distinguished alumni in Industrial Engineering, Organizational Leadership
Biography:
Dru Phelps, Vice President of Certification shares with you 20 years of pragmatic expertise in customer service, quality management systems and performance engineering. Currently, Dru leads the certification of specialist in the methodology and measurement with thousands of peer groups with BenchmarkPortal. Her experience includes quantifiable assessments to process assimilation within the industries of finance, utilities, banking, and hospitality; specializing in Human Resources, Business Strategy, and Sales/Service/Support in validation of Certified Centers of Excellence. As consultant, manager, speaker, and author, she has actively been engaged in a variety of responsibilities in more than 180 international Contact/Call Centers and educates at over 30 events per year.
DruPhelps@BenchmarkPortal.com 312 822-1080, 805 331-6284
* Lead Certified Auditor of Purdue’s Center for Customer Driven Quality
* Author of How to Conduct a Call Center Performance Audit: A to Z, 2002.
* World-wide speaker on Customer Care Optimization and Benchmarking
* Assimilation Partner on e-Business change: Calls to IVR/Web contact
* Performance Director in 200-seat fulfillment Call Center for 18 clients
* Project Manager to integrate 600 agents to Self-Directed work teams
* National Trainer for help desk outsource partners, corporate acquisitions
* Quality Assessor for Malcolm Baldrige, ISO/QS 9000, TQM consulting
* Quality Engineer to monitor, measure, calibrate complete call resolution
* QIC Developer of usability templates and qualitative decision models
* Change Agent mapping process, retention, marketing, business rules
* On Course facilitator for community and personal development seminars
* Industrial Engineer returning 3:1 profitability on consulting engagements
* Researcher with Dr. Jon Anton, Dr. Edward Deming, Dr. Greg Barnes
Key Clients: Cambridge Technology Partners, Sun MicroSystems, Motorola, McDonnell Douglas/Boeing, Northern Telecom, TM TeleServices, Delta/JFK Airport, United Airlines, NovaMed Eye Care, Bank of Montreal, Bank of America, Nations Bank, Rogers Cable/Wave Internet, LA Times, Reuters, Caesars Palace, Chicago Art Museum, Auto Club of Southern California, Marathon Oil, Northern Trust Bank, Capitol One, ComEd, SaskTelephone Canada, Koll Real Estate, LCA-Japan, International Profit Associates.
