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senior manager customer operations resume example with 20+ years of experience

Jessica
Claire
resumesample@example.com
(555) 432-1000,
, , 100 Montgomery St. 10th Floor
:
Professional Summary

Results-oriented Senior Manager highly effective at facilitating communication between different areas to maximize team and business success. Focused on continuous business and professional improvement. Excellent customer service and problem solving abilities.

Skills
  • Team Management and Supervision
  • Customer Satisfaction and Retention
  • Cross-functional collaboration
  • Forecasting and Revenue Generation
  • Process Improvement
  • System Implementation
  • Customer Service
  • Results Oriented
  • Order Fulfillment and Purchasing
  • Training and Documentation
  • Inventory Tracking and Management
  • Data-Driven Decision-Making
  • Superior Communication Skills
  • Problem-Solving Skills
Education
University of North Carolina At Chapel Hill Chapel Hill, NC Expected in Bachelor of Arts : English - GPA :
Work History
Avon Products, Inc. - Senior Manager, Customer Operations
Caguas, PR, 09/2019 - 08/2022
  • Increased profitability of recurring Service revenue by 10% annually
  • Engaged in contract negotiations with clients, editing and creating contracts, successfully securing contract sales for more than $500K recurring revenue within 12 months
  • Developed business processes for transmission of EDI and eCommerce orders
  • Manage and evaluate processes and workflows, making changes where necessary for improving Order Management/ Customer Service, Operations, and Inside Sales
  • Led team focused on Order Management and Customer Service to accomplish order processing, resolve customer concerns, and achieve monthly revenue recognition, consistently achieving 95+% of forecasted monthly revenue
  • Worked with Project Management and Service Management to provide visibility of open orders and service tickets, in addition to providing training for operational teams
  • Interacted with Accounting team members to review recurring revenue, recognizable revenue, customer credit and collections
  • Monitored and controlled inventory, encompassing forecasting and distribution
  • Led projects and implementation of internal processes, methodologies and tools to improve business performance and drive continuous improvement.
Telerent Leasing Corporation - Manager, Customer Operations
City, STATE, 01/2008 - 08/2019
  • Business process owner for Order Processing functionality of ERP conversion from JD Edwards/ as400 to Epicor
  • Took leadership on design, personnel education, and implementation of order management aspects of Epicor enterprise-wide implementation system, while managing Customer Service/ Order Processing team
  • Served as Subject Matter Expert responsible for first resolution of technical issues inside Epicor ERP system for multiple departments related to Order Operations
  • Facilitated Lean Six Sigma events to define and streamline value added processes, while continuing to drive problem resolution
  • Actively participated in corporate and internal audits, working with Compliance Department to secure understanding of and adherence to established guidelines
  • Completed sales operations functions including provision of customer purchase history, communicating product lead time, analyzing commission reports, and contract preparation
  • Promoted Customer Relationship Management program through active engagement of sales, pay-per-day, and customer service teams
  • Continued to provide forecasting and direction for day-to-day processes of Purchasing team.
Telerent Leasing Corporation - Order Fulfillment Supervisor
City, STATE, 02/2007 - 01/2008
  • Designed employee roles in support of Sarbanes-Oxley (SOX) principles, producing separation of duties accordingly
  • Created and developed organization responsible for Purchasing and Expediting vendor purchase orders
  • Forecast products to ensure inventory availability for timely customer shipments, preventing unnecessary expenses based on customer order volume
  • Negotiated pricing with various vendors, reducing cost for key products by 10%
  • Established and maintained levels of goods based on sales forecasts and demand
  • Produced Sales Price Book, updated part numbers and pricing, and provided product availability in support of product management
  • Resolved outstanding invoice balances with vendors to prevent credit and shipping holds
  • Scheduled truck pickups and generated Bills of Lading for outbound shipments and return authorizations, as needed
  • Trained all new and existing Order Fulfillment Specialists and Customer Service Representatives in their respective roles..
Telerent Leasing Corporation - Account Representative/ Senior Account Representative
City, STATE, 04/2002 - 02/2007
  • Oversaw generation of approximately $45 Million in annual revenue through proactive backlog review
  • Served as Team Lead for Account Representatives in customer service setting, providing training in customer service, order processing, and order fulfillment skills
  • Assisted Sales by quoting pricing and availability to customers in order to secure new business and maintain existing business relationships
  • Offered proactive resolution to customer concerns, while driving actionable responses
  • Input customer orders and managed through customer invoicing
  • Managed release and timely delivery of non-installation transactions, while working with Project Management towards completion of installation-related orders
  • Created vendor purchase orders, and authorization of vendor payment
  • Requested, created, distributed, and followed up on Return Authorizations issued to customers as required
  • Created and maintained backlog of open and invoiced orders in Excel format, allowing easy visibility of items requiring additional review and processing in support of timely customer receipt and invoicing.

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Resume Overview

School Attended

  • University of North Carolina At Chapel Hill

Job Titles Held:

  • Senior Manager, Customer Operations
  • Manager, Customer Operations
  • Order Fulfillment Supervisor
  • Account Representative/ Senior Account Representative

Degrees

  • Bachelor of Arts

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