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North East Regional Customer Care Manager Resume Example

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NORTH EAST REGIONAL CUSTOMER CARE MANAGER
Executive Summary
High-energy Manager successful in building and motivating dynamic teams. Cultivates a company culture in which staff members feel comfortable voicing questions and concerns, as well as contributing new ideas that drive company growth.
Core Qualifications
  • Staff development
  • Change management
  • Policy/program development
  • Cross-functional team management
  • Staff training
  • Sound judgment
  • Computer-savvy
  • Calm under pressure
  • Complex problem solving
  • Staff training
Professional Experience
Best Buy Co. IncPerth Amboy, NJNorth East Regional Customer Care Manager09/2014 to Current
  • Defined strategy and business plan for the Northeast Call Center.  
  • Oversaw Home Delivery Operations for the New York Metro Area including New Jersey, Pennsylvania, Delaware and Connecticut.
  • Responsible for Call Center Operations for the North-East by providing call support to Non-Regional Distribution Centers in Boston, Philly and Baltimore and approximately 300 stores.
  • Conducted non-regional site visits to strengthen operational processes and align the teams.
  • Handled 7000+ inbound store and customer calls weekly, and about 300,000 calls annualized.
  • Provided direction and feedback to improve operational processes.
  • Provided a world class customer experience for customers receiving home deliveries.
  • Helped reduce annual operating expenses by 18% through monthly P&L Review, labor management and process improvement plans.
  • Functioned as a retail liaison for all Home Delivery processes.
  • Fostered collaborative partnerships with our 3PL carriers and vendors to exceed all customer needs.
  • Responsible for the leadership, coaching, training, and review of performance standards for 2 exempt employees and 54 customer service associates.
  • Call center resolution helped increase Home Delivery Net Promoter Scores by 20 basis points in 2015 (FY'16)
  • Maintained Call Handle Rate of 95% or higher for inbound calls.
  • Maintained Speed to answer times for inbound calls at 60 seconds or better and Average handle times of less than 5 minutes per call.
  • Handled inbound email requests from Stores and Customers.
  • Set and maintained a 15 minute acknowledgement time, 1 hour response and resolution identified within 4 hours for all email requests.
Best Buy Co. Inc01/2013 to 09/2014
  • Corporate/Perth Amboy, NJ Field Training Supervisor Logistics Conducted Facilitation Skills Workshop Trainings at DDC's across the Network.
  • This training will help centers train employees more efficiently and reduce overall training costs for new roll-outs.
  • Conducted Lead Safe Training at DDC's across the Network.
  • This training focuses on the safe behaviors of our employees using Powered Industrial Equipment & train leadership employees on how to observe & correct those behaviors.
  • Worked with the Corporate Appliance Team on creating and rolling out the Optima Haul Away Process that is followed at all of the DDC's currently.
  • Worked with the Environmental and Sustainability team on implementing and capturing the haul-aways expected by Best Buy by creating scorecards and helping the centers hold the carriers responsible for bringing the returns back.
  • Worked with the Corporate Asset Protection Team to revise and implement the new HD load-out Standard Operating Platform and additional tools.
  • During the onset of the position, participated on weekly SOP calls and in some cases facilitated them.
  • Helped be a voice for the DDC's during these calls to ensure that SOP' were being executed correctly.
  • Conducted new Click Training (Routing software training) at corporate for our 3rd party carriers.
  • Trained over 30 people during a week on the new software and its functionality prior to its rollout.
  • Built relationships with the 7 DDC's and 7 Cross Docks under my responsibility as a Field Training Supervisor.
  • Supported and assisted those centers with their day to day issues when needed.
  • Established relationships with corporate partners to further assist the centers.
  • Have a vast network of both Logistics and Retail support having come from retail, and spending the last 5 years in Logistics.
  • Worked on & help implement the White Glove Initiative including the construction of the SOP's & training at the corporate office.
Best Buy Co. IncPerth Amboy, NJWarehouse Supervisor/Customer Service Supervisor11/2008 to 01/2013
  • Partnered with our corporate team to create and implement a new Optima load out process which led to a reduction of total time spent loading out installers.
  • Create, wrote and implemented DDC 715's peak Home Delivery load out process.
  • This process streamlined the efficiency of home delivery load out of 70+ HD trucks within a 2 hour time period.
  • Established a working partnership with our third party HD carrier to create a mutual environment dedicated to ensuring our customer's needs were met.
  • Worked with the store teams to reduce the number of customer escalations received by the DDC.
  • This was an overall education process to ensure that the escalation forms were being used properly.
  • Created store visit presentations to help educate stores on common delivery issues in order to help deliver an overall better customer experience.
  • Constantly creating new processes in the DDC for the customer service team to follow to help ensure inventory integrity and reduce outstanding open order lines.
  • Was a subject matter expert on key systems to help train and teach my peers and direct-reports.
  • Some examples are OMS, FMS, and Red Prairie.
  • Implemented Hub security measures & monitored reports to help reduce overall store miss-sort & miss-ship product.
  • Utilized reports to ensure daily productivity goals were being achieved throughout the DDC, and made changes when goals were being missed.
  • Monitored inbound & outbound call volume to ensure that the DDC was achieving overall goalswith call efficiency.
  • Reduced inbound call abandon rate to a mere 3.8% during my tenure as Customer Service Supervisor.
  • Monitored outbound customer service phone calls to ensure that the proper level of service was being delivered to our customers.
  • Partnered with my peers to seek advice and ideas when trying to incorporate new processes within the customer service department.
  • Used my direct reports to help come up with new ideas, since they handled the daily tasks.
Best Buy Co. IncWest Paterson, NJProduct Process Manager09/2000 to 11/2008
  • Hired, Trained and oversaw staffing goals, and retention of current employees.
  • Conducted frequent one on ones with Direct Reports.
  • These included Inventory Supervisor, Inventory Senior, Media Supervisor, and Merchandising Supervisor.
  • Managed a staff of 150+ individuals in a big box environment that was budgeted for 75+ million dollars a year.
  • Responsible for media sales in different categories, including product revenue and accessories.
  • Responsible for overall store look and feel.
  • Utilized SOP to ensure that Merchandise Standards were followed with-in the store.
  • Processed all inventory coming into the building and any shipments going out of the building.
  • Responsible for departmental labor budgets and scheduling.
  • Responsible for overall profit and loss statement results in key metrics including total store expenses.
  • Oversaw Store shrink goals.
  • Incorporated asset protection guidelines for each department.
  • Conducted weekly inventory counts to ensure store was properly identified.
  • Implemented ideas to drive profitable revenue as well as give the store a community presence.
  • Developed high customer service standards to satisfy customer's unique needs.
  • Acted as district specialty coach.
  • Helped district conduct Inventories, and trained new managers in the Product Process Role.
  • Other retail positions held within Best Buy between September of 2000 and 2008 Include Store Operations Manager, Customer Services Manager, BBFB Segment Manager, Merchandise Manager, Multiple Department Supervisor Positions including Media, and Sales Supervisors.
Education
Bachelor of Science:Business AdministrationMarch 2015Capella University, Minneapolis, MNGPA: President's List (3 Consecutive Quarters) GPA: 4.0 Dean's List (5 Consecutive QuartersBusiness Administration President's List (3 Consecutive Quarters) GPA: 4.0 Dean's List (5 Consecutive Quarters
Political Science/Business ManagementSeton Hall University, South Orange, NJPolitical Science/Business Management
DiplomaWest Essex Regional High School, North Caldwell, NJGPA: GPA: 3.5GPA: 3.5
Affiliations
Juvenile Conference Committee Member Township of Fairfield, NJ *Elected Senior Class President 1996 and was a Student Council Member from 1990-1996 *Student Computer Network Administrator - West Essex Regional High School, North Caldwell, NJ
Skills
Multi-unit Operation Management, Team Leadership, P&L Management, Strong Negotiation Skills
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Resume Overview

Companies Worked For:

  • Best Buy Co. Inc

School Attended

  • Capella University
  • Seton Hall University
  • West Essex Regional High School

Job Titles Held:

  • North East Regional Customer Care Manager
  • Warehouse Supervisor/Customer Service Supervisor
  • Product Process Manager

Degrees

  • Bachelor of Science : Business Administration March 2015
    Political Science/Business Management
    Diploma

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