Manager Customer

NICOLLE PERALES

***** ********** *****, ****** *********, CA 91730

CELL: 909-***-****

EMAIL: adiojj@r.postjobfree.com

Driven Customer Service Manager with a proven track record of success in developing policies and procedures to enforce complete customer satisfaction.

Managed West Coast team of 15, in a distribution fulfillment facility for Biochemical

Operations. Experienced in Oracle, JDE and SAP

EXPERIENCE

OCT 2015 – OCT 2020

CUSTOMER SERVICE MANAGER, IMCD US, LLC

Monitored and assigned work to customer service

Managed department of fifteen

Developed and implemented SOP’s for the Customer Service Department

Evaluated employee’s performance on a quarterly basis

Resolved customer complaints and reviewed outcome with staff

Maintained NCR records

Created KPI’s to assist in developing employees

Trained and mentored new employees

Managed to successfully consolidate two customer service departments with no employee turnover

Worked closely with accounting and sales department to provide the highest level of service

Functioned as liaison between manufacturing, warehouse and offsite warehouses

Educated customer service to work through customer grievances

Interacted with senior leadership team to strive for continuous improvement

Payroll/Vacation approval and coverage

JUN 1994 – OCT 2015

CUSTOMER ACCOUNT SPECIALIST, E.T. HORN COMPANY

Nurtured relationship with customers and sales team

Processed up to 50 orders per day both direct and local

Set goals to make certain orders were shipped on time

Responsible for all customer data input

Developed tracking reports for all direct and local shipments

Maintained all billing and shipping documents

Acted as Supply-chain Specialist ordering all material

EDUCATION

Mount San Antonio 1993 – 1996

References will be given upon request

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