firstname.lastname@example.org • 313-***-****
CUSTOMER SERVICE MANAGEMENT
Process Optimization • Project Management • Operational Excellence
Dedicated, multi-faceted Customer Service Manager, with extensive experience in operations management as well as customer service and support. Assume complete ownership of all projects, with a strong commitment to quality and customer satisfaction. In-depth knowledge of existing customer support methodologies, with the ability to apply them to the strategic benefit of the organization and in the attainment of performance goals. Exceptional ability to break complex problems down into simpler forms, enabling others to effectively contribute to their resolution / execution. Dedicated teacher and coach, passionate about bringing out the best in the people; solid success built upon the ability to inspire teamwork and tap into the expertise of subordinates. Adept at assembling and managing cross-functional teams to consistently deliver projects ahead of schedule and under budget.
• Customer Service
• Operations Management
• Project Direction • Strategic Planning
• Goal Attainment
• Human Resources • Procedure Development
• Team Leadership
• Mentoring and Coaching
METRIC PRECISION TOOL COMPANY -Taylor, MI 2005- 2008 Machine Maintenance
Responsibilities include daily oiling and maintenance on all surface, I.D and O.D. grinders. Working in the finishing area, polishing inside diameters to specifications with lathe and diamond powder. Cutting steel to proper lengths per order specifications. Accomplishing any projects assigned to me by owner.
MESABA AIRLINES – Romulus, MI 2002-2005
Control Center / Customer Service Supervisor
Oversee all aspects of ground and customer service operations for assigned area, including employee supervision and training, with responsibility for ensuring highest levels of customer service and strict compliance with company policies, standards, and regulations. Serve as liaison with Northwest and Pinnacle Airlines. Maintain comprehensive knowledge of government regulations and company policies and procedures, encompassing dangerous goods acceptance and handling, aircraft loading, flight security, safety incident / hazard reporting, and customer service issues. Coordinate closely with senior management on daily basis regarding ongoing operational issues. Fulfilled prior role as Ramp Coordinator.
Consistently resolved diverse issues in timely and accurate manner.
DELUXE FINANCIAL SERVICES, INC. – Livonia, MI 1971-1998
Customer Service Representative (1994 – 1998)
Provided highest levels of customer service for leading supplier of paper based and electronic payment services to the financial and retail industry. Maintained and serviced large client base, resolved customer problems in timely and courteous manner. Liaised between production facilities, billing and sales departments to coordinate delivery for multi-million dollar accounts.
Customer Service / Accounting / Human Resource Manager (1989 – 1994)
Fulfilled diverse duties, including hiring, supervising and training cost service and accounting employees, providing support to senior management, and maintaining daily production and personnel records.
Directed development of department training manual.
CDL – A License with T endorsement
Customer Service Management
Coaching, Counseling and Documentation
Interviewing and Selection
Fundamentals of Management
Performance Management System for Non-Exempt Employees
Introduction to Management
FAA Policies and Procedures
FAA Security Directives
Dangerous and Hazardous Goods Handling
Member of The DTW Disaster Response Team
Microsoft Windows, Word, Excel
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