Customer Service Manager committed to delivering success through effective personnel and workload management.
Promoted from department administrative assist to the role of department manager .
Received "Elite" award in 2007 for process improvement.
Trained staff on how to improve customer interactions through one on one coaching and phone monitoring.
Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.
Formulated and enforced Service Center policies, procedures and quality assurance measures.
Responsible for hiring and terminations to include partnering with human resources when necessary to administer disciplinary action. Promoted and rewarded team members appropriately for positive performance. Also responsible for team members yearly appraisals.
Developed and administered contests to improve productivity and morale.
Shift Supervisor with responsibilities to include managing daily workload to ensure customer orders completed and delivered on time, employee scheduling and scheduling deliveries.
Invoicing for customers to ensure proper payment to company and assigned sales reps to visit customers as needed.
Coursework in business management, accounting and business law.
U.S. Army Reserve-Inventory Control Specialist, 1996-2002
U.S. Army Reserve-Member of Movement Control Team, 2002-2004
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