Energetic Customer Service professional with 25 years customer service experience
Proven ability in Sale, Customer service, Estimating and Project management
Computer Skills - Power User
Technical Aptitude Troubleshooting
Customer Service Manager - G3 Industries
Take off and Estimating of Process equipment – Tanks, components for the Food, Dairy and Pharmaceutical Industries
Project Management.: Ensure projects stay on tasks through communication between customer and internal departments
Process change orders and coordinate customer visits and inspections.
Pre-qualified leads and quote requests, assignment of RFQ and entry into CRM program for tracking. Routed RFQ to the applicable disciplines for estimating. Reviewed proposals for accuracy prior to sending to the customer. Managed Spare Parts Program; researched and prepared quotes for inquiries of spare parts
Supervision of Customer Service Representatives and Customer Service/Sales Assistant, facilitate training of current processes and procedures to ensure ISO compliance. Evaluate performance of department personnel to improve the customer service function. Monitor departments overall performance and through-put. Development and implementation of departmental processes and procedures. Direct accounts management - 15-25% of active customers. Provide data and sales forecasts for production scheduling and material requirements. Assist in the development and implementation of strategic sales plans to address customer requirements. Assist Sales in reviewing or performing market analysis to determine customer needs, price schedules and discount rates. Provide sales statistics as requested by Sales Representatives and the Sales & Marketing Manager. Coordinate liaison between Sales, Quality and Manufacturing personnel
July 2008 to February 2010
G3 Industries Incorporated
Assigned method of engineering and costing for component parts for all quotes. "Team Leader in streamlining quotation process"
Take offs and estimating, order entry, follow-up and closing of orders for commercial windows and doors.
Management of small and large scale projects
Coordinate with outside customers and internal departments to maintain projects schedules for approved drawings, mock ups and finished projects
Cold call members with chronic conditions, qualifying and enrolling member(s) into one of the educations programs with a registered nurse.
Shipping of educational materials, patient reminders and informational letters. Created, updated and maintained over 100 Microsoft documents used for call engagement procedures. Technical support on pc use, Word, Excel for Nurses
Prepared WIP reports, database entries and answered educational questions and issues.
Pre-qualified leads and quote requests and routed to the applicable disciplines for estimating.
Reviewed proposal for accuracy prior to sending to the customer, Quotation follow-up and order closing. Reviewed orders for accuracy prior to sending to design and manufacturing. Researched and prepared quote for inquiries and spare parts.
Supervised a work force of 5, task delegation, prioritization and project coordination. Monitored performance of department with a focus on customer service. Gave instructional class on Customer Service Excellence. Maintained margin levels at 22-25%. Oversaw quotation process of skylight and translucent product lines. Assisted outside sales force with business development. Provided technical support and product training to customers, outside sales force and company personnel. Worked with R&D department with testing of products.
Pre-qualified project for architectural approval and writing compliance and rebuttal letters for Architects review for specific projects when required. Resolved job issues with internal departments and external customers. Attended local and national trade shows promoting products and prospecting. Project management of large scale jobs
(Certificate) Human Relationships 2005
Human Relationships, How to handle Difficult People, Internal Auditor Training
Windows XP, Windows 7, Microsoft Word & Excel, Microsoft Outlook, 10 Key, Care Planner 6.0, Cisco Phone Systems, Internet (IE: working with customers websites to download or upload pertinent information pertaining to the bid), Sharepoint, Standard Office Equipment, Vantage 6.0 (ERP), AS400, Systems 400, Goldmine (CRM) 6.0
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