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National Customer Service Manager Resume Example

Resume Score: 80%

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SC
NATIONAL CUSTOMER SERVICE MANAGER
Summary

Dynamic, results-oriented senior level Customer Service professional with a progressive knowledgebase in a broad array of service functions. Process-driven and results-based leader with a passion for serving and exceeding customer expectations while assessing organizational needs, developing strategies and tactical plans to drive cost-effective solutions that support organizational efficiencies to achieve both short and long-term goals. Transforms strategic plans into workable solutions with expertise in creating and improving departmental processes and procedures to maximize business results in service operations and customer satisfaction. Determines key performance indicators and develops measurement systems to evaluate successes in reaching targets and goals, as well as identifies gaps in processes and training opportunities. Professional, hands-on leader and innovator with 14 years of experience in developing people to reach their maximum potential to deliver service excellence at all levels of the organization.

Skills
  • Senior leadership support
  • Project management abilities
  • Business development understanding
  • Cross-functional collaboration
  • EPR System implementation; Oracle, NetSuite
  • Microsoft Office proficient
  • Data evaluation and report creation
  • Contact center management experience
  • Talent selection
  • Employee training and coaching
  • Team building and conflict mediation
Experience
Company Name | City, StateNational Customer Service Manager12/2018 - Current

Tasked with centralizing the customer service departments in California and parts of Georgia into Atlanta, to deliver industry leading service experiences to our customers with a specific focus on reversing the external perception that it is “hard to do business with Oldcastle”.

  • Performed a lead role in the relocation, centralization, and standardization of the customer service function throughout the US business
  • Reorganized the customer service team from a product market structure to a regional structure which aligned our functions with the Sales teams and allows for more efficient customer contact experience
  • Created a sustainable customer service representative training program; merged, expanded, and improved upon processes and procedures for the daily operations of the combined customer service teams to ensure the performance, productivity, and efficiency of the department
  • Recruited top talent; interviewed 27 Customer Service Rep candidates, selected 14
  • Coached, trained, and developed a team of 14 customer service representatives in the daily operations and workflow of the department in preparation for "go live" as the sole US customer service department
  • Teamed closely with NetSuite system administrators and other Supply Chain department leaders to improve existing cross functioning systems application
  • Customized, implemented, and currently manages updates and issues in Platform 28; a cloud-based contact center platform to manage phone calls and provide reporting metrics to identify valuable KPIs and call monitoring abilities
  • Developed an inclement weather plan to provided continued customer support throughout the US in the event of disabling weather conditions in Atlanta
Company Name | City, StateSr. Customer Service Manager01/2016 - 01/2018

Business process analyst and change management decision-maker responsible for assisting Supply Chain VP in combining two Supply Chain departments and cultures during joint venture of Hanson Brick and Boral Bricks to include Materials Management, Logistics, Customer Service, and Invoicing.

  • Merged, expanded, and improved upon processes and procedures for the daily operations of the combined customer service teams to ensure the performance, productivity, efficiency, and profitability of the department
  • Department leader for 22 personnel which included to two customer service manager, four team leaders throughout the Carolinas and Texas
  • Teamed with Transportation, Production Scheduling, and Inventory managers in mapping supply chain workflow for business wide systems integration and transitioning more than 100 system users from highly customized Oracle 11i platform to Oracle 12
  • Teamed closely with IT department and field support teams to ensure efforts resulted in successful roll out of new platform with seamless transition for our customers
  • Developed and implemented standard operating procedure by which manufactured products from each company could be sold by both sales teams following the merger but prior to the integration of the businesses into one ERP system
  • Ensured and improved the performance, productivity, efficiency, and profitability of departmental and organizational operations through the provision of effective methods and strategies
  • Identified and mastered industry and market trends, seasonality, and their impacts on customer needs, department preparedness and company profitability
Company Name | City, StateCustomer Service Supervisor12/2004 - 01/2016

Recruited by CEO of the largest North American brick & roof tile manufacturer and distributor of masonry products to champion his vision for a centralized customer service department that would deliver industry leading service experiences to our customers with focus on internal quality measurements and results as well as external perception tracking to influence business' culture and set strategic service goals.

  • Performed a lead role in the relocation, centralization, and standardization of the customer service function throughout the US business
  • Created standard operating procedures and best practices which resulted in significant increase in service reliability and improved customer experience using less people with more efficient processes
  • Coached, trained, and developed a team of 16 customer service representatives in the daily operations of the department
    Developed and maintained a Service Index to track overall business service to our customers and established a best in class service culture throughout our business
  • Provided timely communication of any potential problems along with actionable solutions to all internal and external stake holders
  • Utilized creativity, industry knowledge, and both customer service and relationship building skills to successfully navigate through all customer service issues
  • Planned and executed long term solutions for customer issues through root cause analysis and creative problem solving
  • Established and monitored high profile account specific SOP's and KPI's to ensure accuracy throughout the purchase order to invoicing process
Company Name | City, StateCustomer Service Representative II03/1999 - 12/2004

Provided face to face customer service in business office for SCE&G; a regulated public utility, providing natural gas and electricity service to approximately 332,000 customers in 36 counties in South Carolina.

  • Opened and closed accounts
  • Transferred services
  • Collected payments
  • Answered billing inquiries
  • Investagated invoicing issues
  • Established payment arrangements
  • Credit analyst / risk management
Education and Training
Southern Wesleyan University, Central SCBS in Business Administration2005
Community Service

Founder and Director of Charlotte Powerhouse Volleyball Club (CPVC), an Amateur Athletic Union (AAU) affiliate. CPVC provided opportunities for 12 to 18 years old players from underserved communities to participate and showcase their talent and love for the sport for scouts from divisions 1, 2 and 3 colleges and universities to be selected for athletic scholarships. Founded in 2014, CPVC has graduated 12 players that have earned more than $500k in athletic scholarships combined and continue playing volleyball on the collegiate level.

  • Managed an annual budget of at least $60,000 comprised from minimal player fees, cooperate sponsorships and donations
  • Fundraised
  • Recruited and hired qualified skilled coaches to train and mentor players
  • Recruited players with the potential to compete athletically and academically at the collegiate level
  • Adhered to league regulations, organized tryouts, and met USAV deadlines
  • Logistically coordinated gym facilities rentals for practice
  • Organized and purchased equipment and club apparel
  • Enforced all operations policies and risk management policies that are adopted by the Club
  • Developed a viable travel tournament schedule and completing all registration requirements and deadlines for each team
  • Web Master – maintained player bios and stats. Provided online services and communication to Club Members and families via Club website and social media
Additional Information
  • South Carolina Residential Builders, LLR , Specialty License #57182; Carpentry and Masonry 2015 - Current
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Resume Overview

School Attended

  • Southern Wesleyan University, Central SC

Job Titles Held:

  • National Customer Service Manager
  • Sr. Customer Service Manager
  • Customer Service Supervisor
  • Customer Service Representative II

Degrees

  • BS in Business Administration

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