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Customer Service Manager, Ecommerce Resume Example

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CUSTOMER SERVICE MANAGER, ECOMMERCE
Objective
Seeking an opportunity as a Recruiter in a fast paced work environment.
Highlights
  • Focused on customer satisfaction
  • Conflict resolution techniques
  • Customer service expert
  • Active listening skills
  • Energetic work attitude
  • Social media
Experience
06/2017 to Current
Customer Service Manager, EcommercePuma － Westford, MA
  • Managed the transition from Tradeglobal to our new outsource call center Radial.
  • Manage 80 agents by providing resources they need to adequately resolve customer's complaints.
  • Handle all Better Business Bureau requests, escalated calls and social media requests.
  • Create new processes and procedures to streamline our customer contacts.
  • Train agents on first call resolution and on all new procedures.
  • Complete Customer Service reporting weekly to identify trends, track our team metrics and make sure the team is hitting their SLA's.
  • Use Salesforce/Demandware daily.
  • Use Jesta to search for warehouse issues.
  • Use Bazaarvoice daily to respond to customer reviews as well as developing reports.
  • Assist my team with web content.
  • Assist our marketing team with social media promotions.
​
10/2009 to Current
Consumer Care Lead RepresentativeKEURIG INC － Burlington, MA
  • Handle various escalated consumer calls, emails, letters, social media posts and process customer orders.
  • Document all consumer transactions in Siebel our CRM system.
  • Work closely with other departments to assist the consumer, identify trends and provide feedback. 
  • Track my team member's call metrics through Cisco Finesse.
  • Implement new processes and procedures in Knowledge Management Salesforce.
  • Seize selling opportunities through knowledge of products, understand customer needs and product recommendations of alternatives to customers.
  • Work cooperatively with peers and other departments, keeping appropriate individuals informed. 
  • Check in with my team members daily to make sure they have the resources they need to adequately resolve customer's complaints.
  • Train my team on new processes and procedures.
  • Coach agents on their performance so they meet yearly goals.
  • Assist the Keurig social media team moderating the social channels including Facebook, Twitter, Keurig.com reviews, Bazaarvoice and Webcollage.
  • Provide our branding team with customer feedback and data.
​​
10/2009 to 06/2017
Consumer Care Lead RepresentativeKeurig Green Mountain, Inc. － Burlington, MA
  • Handled various escalated consumer calls, emails, letters, social media posts and processed customer orders.
  • Documented all consumer transactions in Siebel our CRM system.
  • Worked closely with other departments to assist the consumer, identified trends and provided feedback.
  • Troubleshot brewers and website issues with consumers.
  • Tracked my team member's call metrics through Cisco Finesse.
  • Implemented new processes and procedures in Knowledge Management Salesforce.
  • Seized selling opportunities through knowledge of products.
  • Worked cooperatively with peers and other departments, keeping appropriate individuals informed.
  • Checked in with my team members daily to make sure they had the resources they needed to adequately resolve customer's complaints.
  • Trained my team on new processes and procedures.
  • Coached agents on their performance so they met yearly goals.
  • Assisted the Keurig social media team moderating social channels including Facebook, Twitter, Keurig.com reviews, Bazaarvoice and Webcollage.
  • Provided our branding team with customer feedback and data.
12/2008 to 10/2009
Sales RepresentativeONE STOP BUSINESS CTRS － Boston, MA
  • Sold Kyocera and Sharp copiers/MFP's, HP Printers, Prism Document Management Software and managed print services.
  • Trained and preformed demos for customers on their newly purchased equipment.
  • Conducted Face to Face cold calls to businesses 2-3 days a week.
  • Handled customer leases.
​​
12/2008 to 10/2009
Sales RepresentativeONE STOP BUSINESS CTRS － Boston, MA
  • Sold Kyocera and Sharp copiers/MFP's, HP Printers, Prism Document Management Software and managed print services.
  • Trained and preformed demos for customers on their newly purchased equipment.
  • Conducted Face to Face cold calls to businesses 2-3 days a week.
  • Handled customer leases.
Education
Dec 2006
Associates Degree: Business Administration/Business FinanceMiddlesex Community College － Bedford, MABusiness Administration/Business Finance
Skills
Call center, contracts, customer relations, sales, account management, phone, troubleshooting, website, social media, Microsoft Office, multi-tasking and training employees.
Additional Information
  • High school varsity basketball all 4 years - captain, senior year.
  • Graduated from Catherine Hinds Institute of Esthetics June of 2003, twelve hundred hour and clinical program. 
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Resume Overview

Companies Worked For:

  • Puma
  • KEURIG INC
  • Keurig Green Mountain, Inc.
  • ONE STOP BUSINESS CTRS

School Attended

  • Middlesex Community College

Job Titles Held:

  • Customer Service Manager, Ecommerce
  • Consumer Care Lead Representative
  • Sales Representative

Degrees

  • Associates Degree : Business Administration/Business Finance

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