Angela Nazmodin

** *********** ****. *******, ******* L3S 4P5 Cell: 647-***-**** • Home: 647-***-**** acrz1t@r.postjobfree.com

Objective

To obtain a position in Customer Service that utilizes my experience and skills while contributing to a professional environment in a positive manner.

Summary of Qualifications

Over 20 years’ experience in effective Staff Management

Over 18 years’ experience in Development of Departmental processes

Over 22 years’ experience in Customer Service (internal/external)

Skilled in Customer Service KPI’s and Performance Evaluating

Excellent Communication skills and Coordination ability

Adhere to Budget/Expenses, completed financial reports

Team player with infectious positive attitude and strong communication skills

Proficient in PC skills (word, excel, PowerPoint, Adobe AI, Photoshop)

Education

INTRODUCTION TO COMPUTERS 1989 GEORGE BROWN COLLEGE

COMPLETED 12TH. GRADE EDUCATION 1985 ZEEBERG SECONDARY HIGH SCHOOL

Skills & Abilities

MANAGEMENT

Supervised the team of Embroidery Center Reps with 10-20 employees which coordinate orders

Achieved 80/20 productivity standards within CSR’s performance review

Monitored and managed services levels with help to curb cost within the call center budget

Development of Pantone charts for internal staff

Development of training tools for new hires and internal staff

Exceeded service levels which keep our complaints to an minimum

Coordinated 10-12 embroidery factory staff based on their performance review and next steps

CUSTOMER SERVICE

Organized inbound emails to help facilitate better communication between customer and company

Up selling to provide customer with added products to help promote more sales

Maintained customer contact relationship to help keep service levels consistent

Provided resolutions to complaints and escalation calls

Placed inbound orders from customers

Provided support and feedback to customers with product information and suggestions

ADMINISTRATION

Managed the Call Center / Factory Floor budget which help maintain the teams overall performance

Managed payroll / vacations and time-off request for staff

Completed daily and monthly reports for finance department

Completed CSR’s weekly and monthly performance review to help maintain company standards

Implement new directions for representatives based on KPI evaluations

Evaluated representatives performance and advised on action plans to achieve goals

EMBROIDERY SERVICES

Create samples of embroidery design for customer approval

Digitizing and lasering logos

Utilize new decorations methods i.e. heat-seal, screen printing

Colour co-coordinating of orders

Artwork estimations/ stitch counts

Stitch-outs and samples

Develop virtual forms/ quotes and images

Developed logo placement charts for internal and external use

Check on Quality Control of the images and stitch-outs

Work Experience

PRE-PRODUCTION SUPERVISOR ASHCITY 2004-2015

•Supervisor for embroidery & heat seals department

Train staff for Colour coordinating all orders for Canada and United States

Stitch-outs and samples

Digitizing logos (personalization and key boarding)

Artwork estimation for embroidery and heat-seal

Logo placement charts for internal and external use

Developing Pantone charts for internal staff & customers

Developing training tools for new hires and internal staff& sale reps

Virtual and quotes

Creating quote forms

Addressing other department requests for assistance and conflict resolution (i.e. decoration issues, customer & sales rep questions, OB issues)

Department SOP’s

EMBROIDERY MANAGER MERKELY HEADGEAR 2001-2004

Coordinate embroidery tasks for machine operators.

Embroidery colour coordinating for specific work orders.

Manage all aspects of Machine Operating Staff (3 Shifts).

Purchase of all required equipment and materials for work orders.

Complete Purchase Order Forms.

Recruit. Interview and hire work staff.

Maintenance of embroidery machine (Tajima)

Communicate with internal and external customers via telephone and email.

Ensure all orders are processed in timely manner to meet deadlines.

EMBROIDERY SUPERVISOR/MACHINE OPERATOR DYNACREST CORP 1999-2001

Create samples of embroidery design for customer approval.

Digitizing names for product orders.

Quality control for all work orders.

Ensure orders are completed and ready for shipment.

References

Available upon request.

Contact this candidate