Project Manager Customer Service
Resume:
MARK ERICSON
Gurnee, IL ****1
*********@*******.***
Summary of Qualifications
Dedicated and results driven leader with more than 10 years of progressive
experience in Operations and Customer Service Management. Proven record of
increasing quality and efficiency through training and process
improvements, contributing to revenue growth. Demonstrated success in
building, motivating and inspiring strong, diverse teams. Possess solid
interpersonal skills focusing on internal and external customer
relationships.
Certifications and Accomplishments
. Lean Six Sigma Green Belt - 2012
. ITIL v3 Foundation - Certificate in IT Service Management, 2012
. Project Management Professional (PMP) - completion January 2013
. Hired 28% of the total current associates at USABB.
. Achieved a grade of service of 95% (calls answered < 20 seconds) over
three consecutive years.
. Improved abandoned call rate by 2% (current rate is < 1%) in two years.
. Improved account set up errors by 9% over a two-year period.
. Improved direct ship PO errors by 13% over a two-year period.
. Reduced non-phone order entry errors by 12% over a one-year period.
Professional Experience
2006-2012- USABLUEBOOK Waukegan IL
Customer Care Manager
. Responsible for customer satisfaction, training, sales support, and
operational follow up for a 240 person, $100 M industrial supply co.
. Responsible for the daily operations of two call centers consisting of 32
associates handling an average of 1250 calls per day.
. Created and managed a $1M+ departmental budget.
. Project manager - Cisco phone system conversion, responsible for
training, testing and implementation of the new phone system.
. Project Manager - design and implementation of second call center - TX.
. Developed a 24-hour customer emergency assistance service.
. Developed and implemented new hire, on going training and quality models.
. Significantly improved processes and procedures by focusing on the "voice
of the customer".
. Developed a mentoring program for internal career development.
1996-2008- WARDCO, LTD. Gurnee IL
Operations Manager / Owner
. Purchased and grew a residential and commercial cleaning company into a
flourishing service organization as a hands on manager, including
accounting, HR, sales, budgeting and marketing responsibilities.
. Increased sales from $200K to $500K over a two-year period through
improved scheduling, process improvements and hard work.
2003-2005- TABLECRAFT PRODUCTS CO. Gurnee IL
Customer Service Manager
. Revitalized underperforming call center and managed high volume B2B
inside sales and service operation. Increased profits by spearheading
installation of call center system to provide owners with needed reports,
and by retraining CSR's on new technology and establishing higher
standards.
Additional Experience
FUJISAWA USA INC. - Call Center Supervisor
. Reduced error rate in one year by 32% by redesigning entire order entry
system and improving training/coaching programs.
. Designed and implemented the new MRP order entry system.
Education
Bachelor of Arts - Business Administration
North Park University, Chicago - Currently pursuing Bachelor's Degree -
expected graduation date, Fall 2013. Current GPA 4.0
Computer Skills
SAP, AS400, Microsoft Project, Microsoft Office (Outlook, Word, Excel,
PowerPoint), Support Central (workflow), Orecx (call monitoring), Service
CEO, FACTS, Quick Q (reporting), Cisco Administrational Support and
QuickBooks Pro.
Honors and Scholastic Awards
. Certificate of Excellence Award - presented by President of USABlueBook
. Employee of the Month - USABluebook
. Employee of the month - Fujisawa USA
. Dropo Brothers Scholarship
. VFW Academic and Athletic Scholarship
Contact this candidate