Customer Service Manager

Monique A. Davis

*** **** ***** ******

New York, NY 10026

C. 347-***-**** H. 212-***-****

Email: *******.******@*****.***

Summary

Strong leader with over 11 years experience working in a customer service environment. Demonstrated ability to

thrive in a fast paced environment while managing multiple tasks under strict deadlines. Self motivated with strong

problem solving and organizational skills. Works well under pressure. Strong proficiency in digital technologies

which include networking, equipment software and server update.

Professional Experience

Williams Lea

Account Supervisor-Barclays Capital 11/07 - 7/12

• Ensured team provides outstanding service to client, while building strong customer relationships.

• Created an environment conducive to service expansions and new business opportunities.

• Maximized profitability through the effective utilization of labor and resources.

• Immediately resolve any operational problems or issues.

• Produced required reports on schedule.

• Lead the team in completing large numbers of reprographics requests.

• Coordinated the workflow within the team, prioritizing jobs and delegating duties to associates.

• Monitored work flows to ensure jobs are completed efficiently, accurately and within deadlines.

• Assessed all incoming requests selecting the best equipment and resources for successful completion.

• Handle sensitive and/or confidential documents and information.

• Trained new employees on policies and procedures.

• Communicated with onsite manager and client on job or deadline issues

• Provided Human Resources support for onsite employees.

Account Supervisor- AllianceBernstien

• Managed assets of 184 multifunction devices across 21 national offices

• Managed 3 person team of level one service technician

• Maintained business relationships with regional client contacts, vendors and service providers

• Served as a liaison between Williams Lea and client technical support teams

• Responsible for logistical coordination of all equipment installations and removals, including

but not limited to processing of incoming orders, scheduling deliveries, and validating

certificates of insurance

• Attended weekly facilities meetings for upcoming department relocations

• Provided assistance to facilities manager for all local and branch office relocations.

• Maintained receiving guidelines and building requirements

• Managed and control inventory of assets and supplies

• Maintained accurate billing of a multi-million dollar account for the provision of office

equipment

• Produced monthly billing reports and invoices using PeopleSoft accounting software

• Provided monthly, quarterly and annual reviews to show financial savings and goals are being

met

• Provided onsite IT troubleshooting and support for equipment related issues

• Developed product analysis and recommendations for right sizing of equipment

• Monitored and track service activity using electronic asset tracking software

• Provided detailed equipment training to end users

• Facilitated weekly departmental team meetings

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Canon Business Solutions

Color Graphics Product Trainer 10/00 - 11/07

• Conduct post-sale product training to end users

• Training of third party product software sold with equipment

• Responsible for scheduling training sessions on equipment operations, maintenance and

troubleshooting

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Customer Service Manager/Facilities Coordinator

• Managed a 4- person customer service department including hiring, training, and managing

staff

• Responsible for processing incoming orders, coordinated shipments & removals of copiers, and

handled incoming calls from customers and field sales force

• Identified and resolved customer complaints and problems with equipment

• Maintained accurate customer records of all purchase order transactions to the company

• Placed supply orders for over 600 pieces of office equipment

• Data entered all orders for copier installs and removals

• Responsible for managing and tracking machine allocation for designated site.

• Created usage reports for invoicing and internal chargeback’s for equipment usage and supplies

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• Convenience Care Representative

• Preformed preventative maintenance on Canon copiers

• Accurately recorded meter reads and daily activity report log

• Maintained a routine inspection which includes cleaning of platen glass and equipment surfaces

• Clearing of paper jams and toner replenishing

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• Marketing Coordinator

• Prepared timelines and keeping the marketing process on schedule

• Overseeing the fulfillment of gift bags, VIP bags, etc

• Prepared conference, status reports

• Maintained inventory of samples for retailers and promotions

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Education

The University of Phoenix Expected

Graduation Date 2014

• Associate of Arts in Foundations of Business

The Madison School – New York, NY

1998-1999

• Certificate, Business Math and Computer Operations

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• Specialties

• Desktop Applications such as Outlook, People Soft, Tririga, Kronos, Symphony and MS Office.

Operational Expertise, office management, team building, supervision, staff development, training,

report and document preparation, expense reduction, Asset management, policy and procedure

manuals, Human resource management.

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• References

• Ed Cruz- Williams Lea Account Manager 212-***-****

• Melissa Brown-Haynes The Brown Wynn Agency 551-***-****

• Ray Brumfield- AllianceBernstein Facilities Supervisor 212-***-****

• Latisha Haynes- Keller Williams Realty- Realtor 973-***-****

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