Customer Service Manager

Judith C. Gaffney

PROFESSIONAL EXPERIENCE

KOZENY & MCCUBBIN (Law Firm) 1/2013 - Present

Supervisor, Customer Service

. Promote an empowered work environment by providing proper coaching and

development to team members to support achievement of business

objectives.

. Monitor daily operational activities and ensure attainment of quality

standards and client timeline requirements.

. Ensure consistent application of company policies and procedures.

. Review effectiveness of current systems and procedures and make

appropriate recommendations for process improvements to Management.

. Recruiting, training and assessing team members, providing guidance and

support for team member development. Conduct performance reviews and

coaching.

. Diffuse escalated calls, negotiate creative solutions for resolution.

. Timekeeping, Monitor Attendance, Track and document FMLA.

EXPRESS-SCRIPTS, INC. 3/2010 - 9/2012

Technology & Innovation Center

Senior Operations Supervisor - Fulfillment/Distribution

. Instrumental in the successful start-up of the 2nd shift. Supervising

pharmacy clerks and technicians.

. Development of Standard Operating Procedures (SOPs), 6S, Lean

Manufacturing, and Six-Sigma.

. Schedule and monitor staff and day-to-day workflow. Develop employees'

skills; evaluate performance relative to quality, service and production

standards. Oversee resolution of employee relation issues. Conduct

hiring, training, termination, and evaluation of staff. Timekeeping,

track and document FMLA.

. Work with management to implement strategic business work plan goals.

. Collaborate daily with cross-functional teams to meet operational needs.

. Assist in development of programs and process improvement to enhance the

level of internal and external customer service. Promote a team-oriented

environment.

. Serve as point of escalation for issues requiring a higher degree of

expertise or discretion to resolve.

. SME: Shipping Area (USPS, UPS, Fed-Ex, SmartMail, SmartPost)

. Currently packaging and shipping over 90,000 orders per day.

HUNTER ENGINEERING COMPANY 2/2008 - 1/2009

Production Manager - Fulfillment

. Project Management of a variety of print production projects, including

direct mail marketing

. Customer support to over 1,000 sales and service reps.

. Print procurement and inventory control using AS400.

. Provide direction to shipping, receiving and plant supervisor. Interface

with vendors.

. Supervision and leadership of production staff.

. Performance management.

ERNST & YOUNG (Business Development) 3/2006 - 11/2007

Auditing Firm

Lead, Midwest Area Workflow Coordinator

. Manage all workflow coordination within Midwest offices.

. Leadership and supervision of administrative staff of graphic designers,

word processors, proofreaders and reprographics specialists.

. Ensured that quality, process and production standards were maintained

according to E&Y guidelines.

. Customer service and communication - first point of contact.

. Problem solving and conflict resolution.

. Performance management.

LEAR CORPORATION 10/2000 - 03/2005

Automotive Mfg. Industry-Seating Division

Production Supervisor

. Cross trained on all supervisory positions (production, quality,

materials, maintenance, janitorial, shipping/receiving departments) for a

JIT automotive production plant ... a Tier I supplier to Chrysler. Back-

up Superintendent.

. Supervised UAW hourly employees.

. Ensured all production, quality and safety standards were maintained.

. Identified bottlenecks, quality issues and provided corrective action

documentation.

. Resolved employee payroll and personnel issues.

. Improved morale and team building between management and union

representation.

. Conflict resolution ... executed disciplinary action and grievance

procedures as necessary.

EDUCATION

. Bachelor's in Organizational Development, St. Louis University,

(completed three years)

MAJOR BUSINESS ACCOMPLISHMENTS

1. Start-up of a new group at Anheuser-Busch ... Outdoor Print Production.

Saved A-BC over $2 million first year of operation. (Production Manager)

2. Instrumental in the successful start-up of KV Pharmaceutical's new

subsidiary (Ther-Rx responsible for establishing an outside sales

force. (Manager, Sales Administration)

3. Assisted in the Lear seat launch for GM's 2003 Escalade ... Arlington,

TX. Actively participated in two Six-Sigma projects while at GM.

4. Successful implementation and production of direct mail marketing

projects. This was a new endeavor for Hunter Engineering's In-House

Advertising Department.

5. Instrumental in the successful start-up for Express Scripts'

HVF/Pharmacy-2nd shift operations ... 6S, Kaizen projects, implemented

lean manufacturing, etc. Also, Leader of the development of on-boarding,

training and validation processes for new employees.

6. Computer Knowledge: Microsoft word, excel, power point, access, outlook,

AS400, SharePoint

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