Customer Service Manager

Stephanie Taylor

**** *. *** ******

Griffith, IN 46319

Phone: 219-***-****

Cell: 219-***-****

*********.**********@*****.***

Summary

Seasoned Customer Service Leader with many years of experience positively

impacting organizations through project management and project planning.

Expertly able to manage a diverse workforce, identify new business

opportunities and improve customer service.

Objective

Seeking a position which will allow me to utilize my managerial,

administrative and superior customer service skills for the further

development of the organization.

Employment History

Pitney Bowes Management Services: June 1989 to August 2012

Service Delivery Manager:

DraftFCB - Chicago, IL - March 2005 to August 2012

Managed high volume Mail Room Operation, Switchboard, Reception, Shipping,

Receiving, Supplies, Hospitality, Facilities, Office Services and Barista

Bar Services.

. Managed a diverse staff of 15. I hired, trained, coached, mentored and

developed my staff.

. Ensured customer satisfaction by meeting with customer on a regular

basis to address concerns/complaints and troubleshoot issues promptly.

. Created daily production reports for end of month reporting to senior

management.

. Maintained daily communication with clients and received customer

satisfaction updates.

. Addressed client concerns and issues fast and effectively.

. Managed sites budget financials, billing invoices and payroll

submission.

. Researched and identified growth opportunities for customer contact to

increase revenue/profit.

Customer Operations Manager:

Mittal Steel Inc. - East Chicago, IN - January 1999 to March 2005

Managed high volume on-site Copy Center, Fleet of 300 off- site copiers,

Blueprint Services, Mail room Operation, Process Automation and Fax Center.

. I managed a diverse staff of 21. I hired, trained, coached, mentored,

and developed my staff.

. Constructed, implemented and managed all reporting structures

necessary.

. Provided on-going contact, support, creative solutions, service

enhancements and cost savings for operation of said account.

. Managed account to maintain standards in the areas of customer

service, control, compliance, safety, quality and productivity.

. Analyzed account financials and managed P&L.

. Attracted, hired and retained account employees.

. Managed employee's performance and development.

Site Supervisor:

Latham & Watkins (Legal) - Chicago, IL - June 1989 to January 1999

I supervised and help maintain the daily operation of the Copy Center, Mail

room, Fax Center, and Supply department.

. Assisted the on- site manager with interviewing, hiring, training,

disciplining employees, addressing complaints and solving problems.

. Carried out supervisory responsibilities in accordance with company

policies.

. Balanced workload; provided guidance and direction to team.

. Served as focal point for communication with customer and company

personnel.

. Ensured operating and revenue and ability to streamline work.

. Maintained accuracy of required reports and logs.

Additional Professional Skills

. Very strong drive and talent to increase revenue/profit by

streamlining workload.

. Tracking and reporting operational successes.

. Creative problem solving.

. Excellent communication skills.

. Highly structured organizational skills.

. Strong work ethics.

. Great ambition to learn new skills and take on new responsibilities.

. Takes great pride in my job and can learn any new task at a very fast

pace.

Computer Skills

Microsoft Office, Excel, MS Word, Outlook, QuickBooks, Power Point and

numerous web-based applications.

Achievements

. Expanding existing business service award

. Mail stream certified

. Manager of the Month

. Total Quality Management

. Team Whatever It Takes certificate

. Business Practice Guidelines certificate

. Valuing Diversity certificate

References Available Upon Request

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