Organized and enthusiastic Regional Customer Service Manager, looking for a challenging and fast-paced work environment. Assertive and positive outlook, with a unique ability to drive a positive team attitude in the dynamics of customer experience. I am a dedicated, effective leader who excels at team building, meeting and growing department and company goals. Looking to apply 25 years of experience with a company that believes in their employees and gives them the tools to succeed.
Created critical KPIs to track and improve customer service response times, on time delivery and employee output.
Spearheaded employee training and protocols resulting in streamlined service and retention of experienced customer service representatives, while growing and maintaining call center services.
Streamlined regional operations by simplifying order processing and expediting, resulting in a 3% reduction in workforce while maintaining superior customer service to end users.
Boosted customer service knowledge and work flow by implementing small group trainings on site and via Skype live meeting at over 27 locations across the US.
Assisted in design and testing of system protocols to improve customer order expediting, ensuring quotes $1k and higher close within 3-5 work days, potential late order reporting; a proactive approach to customer deliveries. System alerts to dead/slow moving inventories at multiple locations, implementation and training of customer credit card program integration into erp system.
ERP conversion lead for new company acquisitions. Including company SOP's, best practices and employee training and implementation of system and company protocols.
Managed day to day operations for $55 million dollar distributor before accepting regional (Wisconsin and Illinois) Management position.
Achieving Excellence Award recepient.
Develop and manage customer service teams across six locations throughout Wisconsin and Illinois markets. Responsible for KPI's, training in all areas of operating system, from order entry to customer/manufacturer returns, consignment, web orders, customer retention and company protocols. Lead weekly group meetings and team building. Monitor work schedules. Work within each location budget with one customer service budget. Develop and share best practices across company departments. Increase productivity while simultaneously reducing head count . Recruit, hire, coach and train for same territory.
Identify system and department ineffecencies to make recommendations to Senior Board for process improvements and implementation.
Managed annual operating budgets.
Developed and managed inventories.
Monitored product management with supplier set up and training opportunities.
Led the implementation of a new ERP system across five locations simoutanesouly.
Boosted company efficiency through technology upgrades and process improvements such as; system portals, training manual, ISO9001 certification.
Oversaw new customer vending and consignment set up.
Recruited, hired and trained new employees for multiple departments.
Responsible for implementation and training of customer service for 27 locations across the United States.
Responsible for multiple location inventories for $55 million dollar distributor. Supplier negotiations including discounts, product lines, inventory requirements, multi location access, employee training.
Developed processes for top producing customer base.
Trouble shoot and process customer protocols
Superior Customer Service from order entry to accounts receivables.
Developed and managed multiple million dollar customer accounts.
Special Tool layout and quoting capabilities.
Increased customer loyalty on annual basis.
Prophet 21/Acclaim operating system (Epicor)
Developed customer satisfaction program to report on time deliveries.
Developed vendor program for no freight customer base
Implemented and earned the John Deere Achieving Excellence Award all five years responsible for account.
Owner Industrial Distribution Company.
All aspects of small business operations.
Business planning, budgeting, inventories, Accounts payable/receivable, collections.
Quickbooks for small business operating system.
Sold company in August 1999 to a local Industrial Distributor.
Specialized in all aspects of business:
Basic computer programming
FBLA Vice President 1985, President 1986
Pom-Dance Team 1982-1986
Co-Op Senior Year - Audio Electronics - Office 1986
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