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Lilly  Domjan

309 Cold Creek Road NW

Albuquerque, NM 87001

Phone: 575.405.9876

E-mail: lilly@yahoo.com

                                                                                                                                                                                                                                            

PROFILE: Goal driven, analytically focused, and empowering Service Professional with over 20 years experience in the service, planning, coordination and communication of results based success.

AREAS OF EXPERTISE

Quality Assurance Quality Control Cost Control Training Customer Service

Continuous Improvement Planning Process Analysis Project Management Training

PROVEN ACCOMPLISHMENTS

Managed and coordinated field events; Established, built and strengthened business relationships; Updated procedures used during each field visit to maintain and increase customer satisfaction to enable future sales and maintain participation. As a result:

• Developed, re-established and improved relationships with customers, and implemented new service routines used during each visit at Nielsen. As a result, field area performance increased from 89% to 94% in 6 months incrementally increasing each year afterwards, and turn-over decreased to under 2% in just a year.

• Increased field area performance (FAP) from 85% to 94% in the Phoenix, Oklahoma City, Houston and Las Vegas markets from 2004 through 2007. Increased FAP from 86% to 96% for the southeastern New Mexico market while maintaining the southwestern New Mexico market at 97% FAP in 2007, 2008 and 2009 for Nielsen Company.
• Achieved “Circle of Excellence” awards for 2009 and 2010.
• Achieved numerous Regional and National Field Representative of the Month awards.
  
  
• For Ricoh, Maintained FAP above 95% in the Los Angeles, Riverside and San Bernardino markets while continually managing and coordinating west coast operations for military installations, major news organizations and the 1994 Summer Olympics in Los Angeles.

Reduced training cost and increased productivity for Sharp's channel partners, and developed new revenue stream. Recommended, developed and implemented a computer-based certification program on the fundamental concepts of copier, fax and networking principles. Reduced channel partner's training expenses by 35%, program generated $1.4M in initial revenue and created a revenue stream for company certification.

Mentored and coached Nielsen field representatives to improve field performance, call effectiveness and reduction in turn-over. Within six months, index calculations went from 89% to 92% field performance, 91% to 94% call effectiveness and turn over reduction to under 3%.

Created, maintained and coordinated internal Sharp website to communicate and improve service support processes and procedures in preparation for product launch.  Communicated support strategies to all impacted departments. As a result, increased customer satisfaction and sales when the product they purchased is fully supported from returns, to customer/technical questions, to parts and up-sales.

Lilly  Domjan

309 Cold Creek Road NW

Albuquerque, NM 87001

Phone: 575.405.9876

E-mail: lilly@yahoo.com

                                                                                                                                                                                                                                       

PROFESSIONAL HISTORY

Nielsen Company	Albuquerque, NM	2003 - 2011
Sr. Field Representative

• Installed and maintained TV metering equipment for the Southwest area of the Albuquerque Market.

Scheduled and performed the installation and maintenance of television metering equipment in participating panel homes. Managed inventory and maintained customer databases.

Sharp Electronics Corp	Romeoville, IL	1994 - 2003
Technical Communicator
Managed, collected data, and coordinated 3rd level support with the various factories, engineering departments, internal departments and 3rd party providers to solve complex technical issues on Sharp’s business product line including copiers, fax machines, PDAs, calculators, and cash registers. Consulted, developed and coordinated service readiness programs of internal organizations and channel partners to support the release of Sharp business products. Designed, developed and delivered timely technical information and training programs to reduce costs and increase productivity.

Camadon Inc	Chicago, IL	1991 - 1994
Field Manager

• Managed the day-to-day operation for Ricoh, Toshiba, Panasonic, Riso, Muratec, etc. on fax machines, shredders, white boards, duplicators and copier repair.
• Ensured timely/cost effective repair of products.

Coached, scheduled, handled customer inquiries/complaints, trained, ensured parts availability, and worked with sales departments to achieve sales and service goals.

Ricoh Corporation	Los Angeles, CA, Chicago, IL	1983 - 1991
Sr. Field Representative

• Managed the day-to-day operations of 6 technicians for fax machines, shredders, whiteboards, and copiers. Ensured timely responses to customer repairs, inquiries, complaints and scheduling.

Coached, scheduled, handled customer inquiries/complaints, trained, ensured parts availability, and worked with sales departments to achieve sales and service goals.

Savin Corp.	Los Angeles, CA	1981 - 1983
Field Representative Performed the installation, repair, and scheduled maintenance of Savin copiers in the Los Angeles market.

EDUCATION / CERTIFICATIONS

Vocational / Electronics - Phoenix Institute of Technology

Business Supervision - California State University of Long Beach

Train the Trainer/Instructional Design - Langevin Learning

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