Customer Service Management

Mulumba Muyobela

**** ***** ******, *** ***,

Philadelphia, PA 19128

215-***-**** (Home), 813-***-**** (Mobile)

SUMMARY OF EXPERIENCE

Operations: Skilled at managing multiple, concurrent operational and field tasks with a high degree of professional standards

and quality. Monitor and prioritize workload with special attention to detail to ensure accurate and timely project completion.

Skilled in maintaining large volumes of client information.

Communication: Outstanding interpersonal communication skills leveraged to develop productive long-term business

relationships. Conduct presentations and convey complex information in an easily understandable manner. Committed to

projecting a professional image and ensuring customer satisfaction.

• Key Strengths: Possess analytical and problem solving skills; talent for streamlining processes to substantially improve

productivity and service.

TECHNICAL SKILLS

• Methodologies: Investigate, Evaluate, Design, Model, Implement, Operate and Improve.

• Tools: Telephone, Computer, Fax, Copier, Scanner, Printer, Internet.

• Operating Systems: Windows 95/98/2000/2003/XP/Vista/7.

• Office Management Tools: MS – Word, PowerPoint, Excel, Outlook.

• Internet & Mailing Services: MS Outlook, Internet Explorer, Help-now.

EXPERIENCE

Production Coordinator, Nupro Industries Corporation

3/2006-Present

Philadelphia, PA

• Responsible for overseeing the customer service department and ensuring the company delivers the highest level of customer

service possible which includes supervising, training, coaching, and mentoring employees.

• Serve as an office manager on a team to manage customer relationships, address escalations across the entire customer base of

the office and provide solutions, ensure inventories and logistics of office materials run efficiently and effectively, and insure

business and operational requirements for customers are satisfactorily met.

• Develop an implementation plan for work. Prioritize and delegate work tasks to ensure proper functioning of the departments.

Coordinate and supervise daily activities of team members to ensure task completion and performance goals are met for quality,

adherence and service level. Provide coaching and feedback to team members, including corrective action.

• Prepare and recommend operating and personnel budgets for approval. Manage the overall logistics and customer service

department budgets. Monitor spending for adherence to budget. Prepare and process incoming and outgoing company-wide

purchase orders.

• Compile weekly and monthly inventory, open and closed orders, and projected order reports. Compile yearly sales projections,

billing and invoicing of completed orders. Submit reports to Senior Management entailing material purchase analysis and order

reports.

• Make travel and meeting arrangements as well as manage calendar for Senior Management. Act as liaison between meeting

attendees and vendors to ensure a high standard of organization and guest services.

• Process and maintain payroll of plant employees and conducting Accounts Payable, Accounts Receivable and General Ledger

posting. Manage and administer health and supplemental benefits for Union and Non-Union employees.

• Motivate, organize and encourage teamwork within the workforce to ensure set productivity targets are met.

Senior Marketing Research Associate, Focus Pointe Global

10/2007-3/2010

Philadelphia, PA

• Strong market research skills, specifically management of focus group recruiting. Worked with recruiting department to execute

recruiting management plan for identifying potential and qualified focus group participants. Conducted interviews on

prospective candidates for focus groups. Screened prospective individuals to participate in marketing research focus groups.

Initiated follow-up to confirm respondent eligibility and interviewer accuracy.

• Conducted outbound reach-out to the general public and create client lists to recruit individuals to participate in qualitative

research studies and maintained tracking of call dispositions for each prospective client.

• Recruited people to participate in qualitative research studies such as focus group discussions (in-person and online), one-on-

one personal interviews, and online bulletin boards.

• Maintained the quality and integrity of the focus group recruiting database and consistently expand database for focus group

participants.

• Solid team player skills and willingness to help others. Managed, mentored and trained junior staff on panel recruiting and panel

management. Delegated daily assignment to recruiters and ensuring that required quota’s were met or exceeded.

EDUCATION

• Bachelor of Science Chemical Engineering, Drexel University (2015)

• Associate of Arts, Hillsborough Community College (2001)

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REFERENCES

Available upon request

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