Customer Service Manager

TERESA YOE

****B Woodcreek • Carrollton, TX *****• Phone: (972) 898 - 0809 • *******@*****.***

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ADMINISTRATIVE ASSISTANT/CUSTOMER SERVICE

• Detail-oriented manager with experience providing support to office staff and upper management.

• Background in providing office administrative support, resolving problems, and providing superb customer service to visitors over the phone and in-person.

• Excellent communication and interpersonal skills create positive relationships with others, including team members, customers, clients, and management.

• Computer Skills: MS Word, Excel, PowerPoint.

AREAS OF EXPERTISE

Customer Service

Problem Solving

Administrative Skills

Memos & Correspondence Multi-Phone Line Management

Office Support

Calendar/Schedule Management

Travel Arrangements Data Entry

Personnel Trainer

Document Management

Multi-Tasking

PROFESSIONAL EXPERIENCE

NETWORK COMMUNICATIONS, INC., Dallas, TX, 2000 - 2011

Central Region Manager-Distribution, 2005 - 2011

Hired, trained, developed, and coached 6 distribution managers in the Central Region. Monitored 35 markets and 906K print, analyzing and recommending cost reductions and print management. Prepared and provided weekly, monthly and quarterly reports to corporate regarding movement progress and improvement in the field. Coordinated shipments for 45 titles from corporate for cost savings and more proficient deliveries.

• Prepared and managed annual budget of $2.2M, cost savings of 13-15% each year.

• Helped develop web-based tracking system for deliveries, data entry, reporting of locations and movement.

Distribution Manager, 2000 - 2005

Planned and scheduled the distribution of 6 publications in Dallas/Fort Worth, 130K copies every 4 weeks, 3K locations. Handled data entry for 3000+ locations every week. Reviewed, coded and processed invoices every week, keeping all expenses under budget.

• Launched 3 new publications, securing new locations for each publication, adding 60K copies and 2.5K more locations; exceeded objectives and timetables, achieved under budget.

• Maintained 90% movement of each publication, recorded data entry and adjusted quantities for better print management.

TRADER PUBLISHING (formerly UNITED ADVERTISING), Dallas, TX, 1991 - 2000

Distribution Manager

Managed the Retail Display Programs in the D/FW area for Free Publications in Kroger, Albertsons, Tom Thumbs, Wal-Marts and Minyards locations. Trained, developed and coached 3 supervisors and 17 contracted drivers; introduced the use of scanners for deliveries.

• Maintained 90% occupancy in 3.6K+ pockets with 60 publishers, with revenue of $108K per month

• Organized and planned delivery to 300+ locations bi-weekly with 60 publications, reducing costs by mapping all locations for more efficient routes and less mileage

• Oversaw customer satisfaction, supplying movement reports by location for all third party customers with minimum amount of waste of 10%.

• Analyzed and monitored print using reports, better print management, resulting in 90% movement.

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