PROFILE

Highly accomplished, self-motivated Customer Service Manager focused on achieving exceptional results within highly competitive 3PL Logistics environments. Driven through results, success is a derivative of applied industry knowledge, expertise, product knowledge, client engagement, data analytics and financial modeling.

Core Competencies:

Client-centric approach and engagement

Strong business ethic with demonstrated industry knowledge

Key account management and relationship building

MS Office Suite of products

Demonstrated experience in Supply Chain Operations Management

Adept to learning and committed to professional growth

Highly analytical, detail-oriented and results oriented

HACCP and ISO Certification 9001:2000

PROFESSIONAL EXPERIENCE

Client Service Manager

Contac Services/Go Direct February 2011 – August 21, 2015

Working with all divisions (IT, Client Service, Finance, etc) to implement new Clients

Create supporting documentation for implementation process along with all Client business rules

Creating SOP’s while training CSR’s to ensure knowledge, awareness and accuracy to meet and exceed Client expectations

Working closely with IT to ensure Web portal and systems development meet the requirements and specs outlined in Client’s ‘scope of work’

Aligning the proper CSR’s including back-ups, on–line manuals/tools in support of Client expectations

Hiring, disciplining, supporting to create a dynamic professional Team

Creating plans, setting up objectives in meeting and exceeding Company expectations

Coaching, mentoring, supporting all escalations and monitoring the success in the Client Service Dept

Account Manager

Resolve Corporation / Archway January 2009 - February 2011

Managed a portfolio of fortune 500 clients and responsible for Client relationships, account stability, quoting and overall performance

Managed a small group of Account Representatives and Account Coordinators

Re-aligned management team and deployed strategies to improve employee morale while reducing costs

Implemented cross-training initiatives across the account team

Stabilized signature accounts and solidified key client relationships

Executive sponsor on new client implementations, change management processes and SLA performance

Sponsored ISO certification 9001:2000

Managing monthly SLA/KPI’s

Operations Manager

Resolve Corporation / Archway January 2006 –January 2009

Responsible for the day-to-day operation of a key regional location within a national fulfillment group serving major corporations

Developed and adhered to processes and procedures as it relates to operations, equipment utilization, labour management and customer service

Managed processes and change within the organization during its transition from a private to a publicly traded company within a national group

Integrated additional group service offerings at location to expand sales channels

Established operational goals and conducted job performance and review sessions

Identified and implemented process improvements reducing costs and improving efficiencies while continuously meeting ‘key performance indicators’ (KPI’s)

Ensured adequate staffing levels to meet customer requirements while maintaining labour costs and meeting budget targets

Liaison with both internal as well as external Transportation department/suppliers

Provision of weekly, monthly and annual standard operational reports

Ensured compliance to both company policies as well as industry regulations including Health & Safety, WHMIS, Employment Standards

Customer Service Manager

DDS DISTRIBUTION SERVICES LTD. June 1999 to Jan 2006

Managed a Team of 25 individuals – 3 Supervisors, 17 Account Executives and 5 Client Coordinators

Evaluated, trained and developed strategic programs in delivering exceptional Customer Service

Created strategic account plans to increase revenue by over $2.5 million in F05

Created KPI’s (Key Performance Indicators) for top 10 clients

Participated and composed 10+ RFP/RFI/RFQ responses

Demonstrated ability to effectively manage client requirements by improving client relationships

Consultative approach - advising clients on best practices to optimize the value of their marketing spend

Initiated client surveys while assessing, evaluating and implementing client feedback

Performed margin analysis to assess account profitability

Experienced in negotiating pricing schedules, contract renewals and extensions

Conducted business reviews and developed presentation decks (metrics/data trends)

Participated in fiscal planning - sales and marketing strategies

Developed project quotes and costing worksheets to assess profitability

Participated in budget planning and revenue tracking exercise

EDUCATION

Central Commerce - Majored in law and Marketing

Additional Training: Project Management, WHMIS, Ergonomics, First Aid, Goal Setting Workshops, Self-Assessment, Performance Management Workshops, Health & Safety Certification Levels 1&2, as well Respect in the Workplace

Industry-related applications: Warehouse Management Systems – SAP, AS400, High Jump, WMS, RF Technology; Crystal Reports – BRIO; Custom-made online fulfillment applications/web portals; Transportation Management Systems – TMS and Matrix

VOLUNTEER EXPERIENCE

Breakfast with Santa Foundation – fundraising efforts and participated in special events throughout the year

Ride to Conquer Cancer – event volunteer – 5K runner, for Breast Cancer support

REFERENCES - Available upon request

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