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 exceeding customer expectations while assessing organizational needs. 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. Professional, hands-on leader with 14 years of experience in developing people to reach their maximum potential to deliver service excellence at all levels of the organization.
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Tasked with centralizing the customer service departments in California and parts of Georgia into Atlanta, to deliver best in class service experiences to our customers with a specific focus on reversing the external perception that it is "hard to do business with Oldcastle".
- Restructured the new customer service team to align the Sales teams.
- Created a sustainable CSR training program.
- Recruited top talent; interviewed 27 CSR candidates, selected 14.
- Coached, trained, and developed a team of 14 CSRs 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 maintains Platform 28 to manage phone calls.
- Developed an inclement weather plan to provided continued customer support throughout the US in the event of disabling weather conditions in Atlanta.
Business process analyst and change management decision-maker responsible for assisting Supply Chain VP in combining two departments and cultures to include, Materials Management, Logistics, Customer Service, and Invoicing following a joint venture of Hanson Brick and Boral Bricks.
- Merged, expanded, and improved upon SOPs for the daily operations to ensure the performance, productivity, efficiency, and profitability.
- 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 workflow for business wide systems integration and transitioning more than 100 system users from highly customized Oracle 11i platform to standard Oracle 12.
- Efforts resulted in successful roll out of new platform with seamless transition for our customers.
- Developed and implemented a SOP by which products from each company could be sold by both Sales teams prior to the integration of the businesses into one ERP system.
- Developed and maintained a Service Index to track CSR quality and productivity.
- Identified and monitored industry and market trends for department preparedness.
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.
- Assisted in creating SOPs 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 12 CSRs in the daily operations of the department.
- 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.
Provided 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.
- Investigated invoicing issues.
- Established payment arrangements.
- Credit analyst / risk management.
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School Attended
- Southern Wesleyan University
Job Titles Held:
- National Customer Service Manager
- Sr. Customer Service Manager
- Customer Service Supervisor
- Customer Service Representative II
Degrees
- Bachelor of Science
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