Robert H. Young

**** * ***** **. #***

Bloomington, MN 55431

612-***-****

Skill Summary:

Over twenty years of customer service,B2B, team management and

Supervisor experience

Experience, in Hiring, interviewing,and termination procedures

Provide coaching and development to Customer Service Representatives

Accomplished customer service leader with in-depth experience and skills is

problem resolution, quality management, project leadership and coaching for

success.

Implemented Kaizen process improvement strategies resulting in a more

efficient client experience.

Coach team members on their performance on a regular basis, and write and

deliver bi-annual performance appraisal.

Communicate positive as well as negative feedback, adapting coaching styles

depending on the situation and audience, providing

Consistently monitor team to proactively identify potential problems and

with guidance ensures appropriate parties are engaged through to

resolution.

Develop relationships within the supporting business units to help resolve

issues related to team members.

Professional Certifications:

. Blanchard Situational Self Leadership

. Kaizen process improvement certification

Education:

Omaha College

Associates Degree in Business /Graphic Design

Professional Experience:

NorthStar Resource Group

2013

Manager Advisor Branch Service

Source, recruit, interview, test, select, train, develop and retain team

members..

Supervise all non exempt team members- directly or indirectly

Oversee and supervise any Administrative Assistant Supervisor, Service

Support Supervisor and Executive Assistant team.

Manage and oversee all client services. Share "best practices" throughout

the company system.

Participate in the development and recommendation of corporate policies and

procedures.

Publish, and administer personnel policies.

Conduct monthly team meetings.

Monitor and manage performance appraisal programs for all team members.

Oversee orientation program for Team Members.

Maintain permanent, compliant personnel records.

Ameriprise Financial

2006- 2012

Customer Service Center

Supervisor Senior -Coach, Multiple departments.

Customer Service Consultant -B2B/Brokerage New Business and Inter-Company

Transfers department Phone Queue

Call escalation expert

Provides daily coaching to service professionals on complex business issues

Effectively delivered phone lab mentoring for new customer service

professionals

Created and implemented a new service process for the efficient processing

of third party money transfer cases into the firm.

Inbound phone queue with internal department, third parties and field

office.

Department training of new team members

Info USA

Operations manager- National Wholesale Division Phone Queue.

Provided sales leadership to customer facing associates.

Managed the processes to insure the client privacy for client base.

Processing daily department sales numbers and sales projections direct

from team members.

Color Express

Direct SalesB2B Manager,

Customer service

Project design and job flow working with CSR

Processing of New accounts maintaining established accounts

All phases of sales and marketing.

DPD Print Management

Customer service field manager B2B

Assigned appointed clients

Processing print orders and consult in design and project flow and cost

Delivery of finished products

Production: Bindery, Design

Copy center, Project management of Xerox high speed copiers form single

one color sheets to multi page manuals 100 pages or more,up to 15 versions

at a time.

Musicland

Store Management responsible for one-on -one customer service.

Hiring and training of sales staff, employee reviews, career management

In-store promotion.

Inventory control, shipping and receiving

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