Betsy Serviss has over 10 years of experience at Dell in sales support, order management, and customer service roles. She has received numerous performance awards for her work developing new processes, saving the company money, and improving the customer experience. Her objective is to obtain a program management role where she can continue assisting customers.

1. Betsy Serviss
2160 Redwing Way ~Round Rock, TX 78664 ~ 512-906-9714 ~ betsy_serviss@dell.com
OBJECTIVE
To obtain a role within your team allowing me to assist in creating a wonderful customer experience for internal and external customers
alike. Ultimate goal of program management.
PROFESSIONAL EXPERIENCE
May 2013 to Present. Dell Computers, Sales Support and Fulfillment Analyst for S&P Third Party Orders.
 Gold Award Q2 FY15 for COQ work, Customer Champion Award Q3 FY15
 Work regularly with our COQ team researching customer care issues and to create better processes.
 Created a new “Orders Pending Termination” process, saving Dell $1.24 million dollars over an 8 week period.
 Worked to develop training and processes for our internal customers to utilize increase customer experience.
 Created team SharePoint where all training docs, helpful links, and time off calendar are housed.
 Work with sales and customer care in the post-sales support team to push orders to invoice.
 Developed a Cross Functional Issue Alignment & Resolution Project call to allow an open forum for S&P, sales, care,
OP, and operations to communicate issues and resolve things on the front lines.
 Maintain many fulfillment reports such as cancels, 850 failed negative margins, 850 stops and many others.
August 2010 to May 2013. Dell Computers, Round Rock, TX. Order Management Sr. Associate, OCONUS lead.
 Bronze Award 2011 & 2012, Rock Star Award 2011, Ranked as one of the highest performers in 2011 & 2012. Ranked
“Best” in year-end review for 2012.
 Work complex and detailed accounts such as OCONUS, DCMA, Telos, CDWG and have taken on outside account GE.
 Align and create processes for direct and reseller organizations.
 Assist in training and helped to develop the current OCONUS training documents.
 Member of the leadership team, Federal Action Council.
 Attending PM weekly staff meetings to assist in meeting their needs.
 Work with cross-functional teams in order to streamline processes for a better customer experience.
September 2007 to August 2010. Dell Computers, Twin Falls, ID. Federal Resolution Specialist.
 Best in Breed for Quality 2010, Q3 FY09 Customer Care Federal Outstanding Performer, Several Bronze awards for CSAT and
performance.
 OCONUS lead.
 Handled escalations and worked with cross-functional teams to ensure resolution.
 Backed up team lead when she was out of office.
 AFWAY/Airforce specialist.
September 2003 to August 2007. Independent Dairy Cattle Fitter and Graphic Design Specialist.
 Created publications and advertisements for breeders around the country.
 Self-motivated position.
PROFESSIONAL SKILLS
Computer experience.
 Dell specific: DOMS, DPS, Dellserv, Delta, OrderBroker, POM, Harmony, GOV, Fusion, YODA and DellStar.
 Proficient with Microsoft Office Products.
 Knowledgeable of various graphic design programs.
Public speaking and customer relations.
 Comfortable speaking in both large and small groups.
 Escalation expert.
EDUCATION
Michigan State University. Working to complete a degree with a dual major in Envir Studies & Sustainability. Completion goal of
winter 2015.

2. References
Jason Peterson
Operations Manager for the Federal Project Team
512-724-1558
Jason_B_Peterson@Dell.com
Sabrina Cauthern
Federal Project Program Manager
512-728-4329
Sabrina_Cauthern@dell.com
Anju Jaggi
Program Management Consultant - Global S&P Operations and Quality
512- 724-4544
Anju_Jaggi@Dell.com
Dana Wright
Sales Support Manager
512- 723-5251
Dana_Wright@Dell.com
Eileen King
Senior Program Manager
512-728-2169
Eileen_King@Dell.com
Camille Sheffield
Program Manager
512 725 1490
Camille_Sheffield@Dell.com