Customer Service Manager

PHILIP ORMSBY

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

Dickson, TN *7055

Cellular 512-***-****

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

Opening Statement Leader and manager with strong organizational skills, project orientation, and the ability to work

effectively under pressure and stress. Identify and initiated effective solutions with over six years

experience diagnosing and resolving technical / client inquiries. Proficient in ERP Systems such

as Oracle and SAP along with Siebel Order Integration Software, Windows-based environments

and MS Office applications. Strong working knowledge of Contact Center Operations, Inventory

Allocation, Order Administration, Standard Operating Procedures, Medical Products and

Services. Able to clearly understand problems and find positive solutions through use of

troubleshooting, problem solving, team building and communication skills.

Professional

Background Order Entry Supervisor

Arthrocare Corporation Austin, TX 2011 to 2012

Promote working environment / procedures conducive to improving productivity, increasing

efficiency, enhancing quality, and strengthening overall customer service operations.

Implemented and coordinated strategic business objectives in the consolidation of logistical

concerns raised by upper management for the shipments of medical products to numerous

domestic and international locations around the world. Consistently "get the job done" and

exceed expectations.

• Worked closely with Purchasing departments of to ensure prompt order placement and

delivery.

• Track and analyze department metrics; make recommendations to leadership and taking

appropriate actions based on the data.

• Collaborated with Customer Service Management and Order Entry Team Lead(s) in Costa

Rica to spearhead plans for continuous improvement of processes enhancing on-time delivery

performance, improving accuracy and complaint resolution.

• Handled inventory levels while working with manufacturing to assure proper allocation of

product to sales force and customers.

• Hired, trained, supervised, mentored, conducted year end reviews and provided strong

leadership management for six staff members.

Customer Support Representative

General Electric Healthcare Madison, WI 2006 to 2009

Performed all aspects of customer support, including answering incoming calls, coordinating

special promotions, and providing details for products and services. Handled inbound sales

duties, including order entry processing and fulfillment. Resolved billing questions and disput es,

initiated customer calls, and performed data entry.

• Generated quotes for customers, subsidiaries and distributors as requested. Built and

maintained relationships with private and commercial clients.

• Produced Standard Operating reports for Data Supervisor and customer service, commercial

and logistics departments. Maintained data records for internal and external audits.

• Developed solid knowledge and logistical understanding of products and services offered.

Identified opportunities to implement a new inventory control systems improving overall customer

satisfaction and quality control.

Outside Service Manager

Troon Golf: The Rocks Club Scottsdale, AZ 2003 to 2005

Hired, disciplined, scheduled and trained a team of guest service representatives. Coordinated

schedules of all facility departments to address guest and property needs. Approved and

submitted time cards for payroll processing. Supervised the shipment or receipt of all outgoing or

incoming materials, parts and products.

• Member relations responsibilities included pre-arrival villa preparation, rapport building and

check-in/check-out of members and guests, concierge services, package delivery, maintenance

and transportation coordination among others.

• Addressed client needs and concerns while anticipating potential short and long term

challenges and opportunities.

• Suggested improvements to distribution procedures to improve efficiency and reduce costs.

Assistant Golf Professional

Whisper Rock Golf Club Scottsdale, AZ 2002 to 2003

Assisted in management and day to day operations of golf course and supported the Director of

Golf ensuring the course and facilities are ready for member use. Served as first line contact for

existing and potential club members. Managed member valet program overseeing more than

eighty-five luxury cars per day.

• Demonstrated continuous effort to improve operations, streamline work processes and work

cooperatively and collaboratively to provide quality and seamless customer service.

• Coordinated event and tournament preparation.

Assistant Golf Professional

Troon Golf: Kierland Golf Club Scottsdale, AZ 2001 to 2002

Comprehensive organizational expertise and attention to detail combine with natural leadership

and good humor to create positive, motivated team environments which consistently exceed all

expectations.

• Responsible for opening and closing golf shop daily, managing cash register and close out of

cash drawer.

• Assisted in management of outside service scheduling and coordination.

• Managed retail sales team.

• Scheduled tee-times using EZ-Links software.

Academic

Qualifications Ottawa University - Scottsdale, AZ 2005

Bachelor of Arts, Business Administration

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