Manager Customer Service

Jeri Durren

** ******** *** ** *******@*******.*** Home: 937-***-****

Wilmington, OH 45177 Cell: 206-***-****

. Dedicated manager with 25+ years of experience in people management in

various industries and business areas. Consistently achieve record-high

customer satisfaction rankings, with improvements to the bottom line and

turnaround of underperforming operations.

. Respected builder and leader of customer-focused teams; instill a shared,

enthusiastic commitment to customer service as a key driver of company

goal attainment. Lead by example and ensure the execution of all safety,

security, quality and operations policies.

. Proficient in all aspects of Microsoft Office, including Power Point and

Access.

Areas of Expertise

Customer Service Warehouse Operations Teambuilding &

Management Front-End Supervision Training

Process Improvement Six Sigma APICS

Operations Management Order Fulfillment

Office Management

Professional Experience

Home Shopping Network- Roanoke, VA 07/2011-

04/2013

Department Manager

Manage pack and ship department. Work with associates to improve

productivity and utilization. Develop SOP's and productivity reports to

assist management and associates with business goals. Provide feedback

daily to associates with regards to performance achievements. Cover the

operation on weekends and provide performance to executive management on

successes and opportunities for improvement to support customer experience.

Brock Supply - Danville, VA 10/2010-

07/2011

Warehouse Manager

Manage 15 people in the complete operation of an automotive parts

distribution warehouse. Includes, budgets, all facets of distribution.

Hiring and firing. Provide feedback to associates. Meet with vendors to run

center.

Kohl's Distribution - Monroe, OH 08/2007 to 09/2010

Operation Supervisor

Manager position to recruit, train and supervise 25+ operation associates.

Motivate associates to complete orders quickly and safely. Selected

Contributions:

. Created productivity reports, in excel, for each associate to review

weekly, and monthly productivity achievements compared to goals.

. Reduced staff turnover by 32% in 2007, benchmarking a record-setting

improvement in staff retention due to the success of employee-development

and morale-building programs.

K-Mart 11/2006 to 7/2007

Department Manager, Warren, OH

Manage a union shipping team of 25. Worked with IT team to develop reports

that showed damages and potential donation items. Selected Contributions:

. Documented spoiled items reducing damage by 20%

. Worked with vendors to improve how product was palletized to reduce

damage.

Amazon.com 10/2000 to 10/2006

Area Manager, Seattle WA

Previous Positions and Locations: Area Manager, New Castle DE; Operation

Manager, New Castle DE and Milton Keyes UK, Process Manager Milton Keyes

UK, Shift Manager Milton Keyes UK, Customer Service Manager, Grand Forks ND

Proven track record of success in fast-paced, high-volume environments

allowed me to advance quickly. Develop innovative strategies and streamline

operations to ensure product delivery. Build and lead management teams.

Maintained high standards in safety and complied with regulatory

guidelines. Selected Contributions:

. Developed automated process improving item count accuracy to 99.76%.

. Decreased number of packaging errors from 172,000 to 5,000 during peak

season (UK)

. Interview and recruited management team.

. Manage from 25 to 200 associates.

. Developed quality program and reports to assist in productivity.

. Manage and improve service levels in call center.

. Meet with management teams to implement new programs, develop policies

and procedures, discuss issues and short term and long term goals.

. Collect, manipulate and analyze data from various systems to provide

actionable business insights

eToys.com 1/2000 to 9/2000

Material Manager, Blairs, VA

Hired to establish AR/AP process for new location. Selected Contributions:

. Administrative assistant to the GM.

. Conducted bid process for vendors for MRO product. Issued contracts for

products and services.

. Provide cost analysis of multiple vendors.

. Manage flow of incoming product.

. Handled all purchasing functions.

. Worked with management team in the system "Go live" project.

Lake Shore Studios 4/1997 to 12/1999

Material and MIS Manager, St. Joseph, MI

Started as material manager. Added responsibility to include all material

information in computer system. Selected Contributions:

. Bid, award contract and purchase material.

. Provide cost analysis of multiple vendors.

. Formal evaluation on supplier performance followed by objective feedback.

. Conduct continuous improvement initiatives with top suppliers to reduce

costs.

. Create custom reports to support supply chain operations.

. Manage flow of incoming product.

. Built and maintained 300,000 BOM (Bill of Material) for product.

. Set up labor program to track piece count of associates to make sure pay

was correct.

. Implemented and installed time clock system.

Lyons Industries 4/1994 to 3/1997

Material Coordinator, Dowagiac, MI

Started as customer service representative. Promoted to material

coordinator where I was responsible for production planning and inventory

control. Selected Contributions:

. Too many die casts were being used to manufacture same product of

different colors requiring stop and re-start of production line.

Implemented plan to produce all colors of same product using same die

cast.

. Reduced oh-hand inventory of raw material.

. Improved inventory accuracy and product flow.

Hall Laboratories 6/1985 to 2/1994

Material Coordinator, St. Joseph, MI

Started as an inventory clerk responsible for tracking inventory used to

package over the counter drugs and vitamins. Promoted to manage all raw

material which included tracking what product was used there. Monitoring

bill of materials. Selected Contributions:

. Manage bill of materials.

. Outsourced labor when capacity was a constraint.

. Notified management when product was expiring to reduce waste.

. Maintained Quality and verification of all material used.

NCR 1979 to 1985

Previous Positions and Locations: Parts clerk I, Portland Or; Parts Clerk

II, Portland Or and Boise ID; District Parts Specialist, San Francisco, CA.

Hired as a parts clerk and promoted and transferred. Selected

Contributions:

. Performed basic parts clerk functions. Receiving, issued and shipping of

computer parts. Researched high priority need within corporate parts

systems, contacting other parts departs. Research performed using

microfiche and computer systems.

. Performed basic parts clerk functions, along with reordering of

replacement parts, design stockroom for ease of storage and handling.

Provide feedback on duties of 3 clerks. Transferred to Boise ID where I

performed all duties independently.

. Supervised all functions of 3 parts department throughout the San

Francisco area. Managed 6 parts clerks. Provided feedback with regards to

performance. Determined capacity needs to maintain excellent customer

service.

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