Customer Service Manager

Mark Martinez

*** *. ******** **. *** Gabriel, CA 91775

Phone 626-***-****

E-mail: ********@***.***

Profile Extensive Call Center management experience for major retail

store.

Possess strong team leadership, decision making

abilities, and analytical

skills. Maintain a consultative coaching style

and extensive

interviewing and hiring experience. Establish

performance goals to meet

efficiency levels and quality assurance

standards.

Experience Office Manager

Firetech Services

August '09 - Present

Canoga Park, CA

. Schedule daily appointments and confirmation with local

Fire Chief's ratification of warehouse/apartment buildings

fire alarms and sprinklers for UCLA and state buildings.

. Increase sales by 5% Sales by Up Selling and Cold Calling.

. Reduced monthly A/R 10% by tightening credit limit and

terms.

Customer Service Manager

Sauder/StudioRTA

Sept. 2006 - Feb. 2009

Pico Rivera, CA

. Restructured Customer Service Dept. through streamlining

workflow efficiencies, cross-training, and quality

assurance.

. Raised customer service standards by holding reps.

accountable for their own actions through applied

"Fanatical Customer Service."

. Responsible for hiring, training, monitoring, disciplinary

and termination.

. Maintain payroll records, attendance records and team

budget.

. Resolve customer and challenges through proactive

investigation of issues in a liaison role, partnering with

other departments, including the client.

. Cultivate strong customer relations and client loyalty as a

result of dedicated customer service.

Customer Relations Manager May 1997 - June 2006

Office Depot/Viking Office Prod.

December 2000 - March 2002

Torrance, CA

May 2003 to June 2006

. Administer performance management by diagnosing improvement

opportunities, providing effective feedback, coaching,

training, professional development, and corrective action

plans.

. Perform quality checks, develop and review performance

reports, identify areas to improve, and implement measures to

improve performance levels and meet objectives.

. Monitor interaction between staff and callers to ensure

quality assurance standards.

. Review call center statistics to measure staff performance

and the need for improvement.

. Responsible for hiring, training, monitoring, coaching,

skills enhancement, disciplinary and termination.

. Implemented interfacing programs, resulting in increased

responsiveness to customer demands.

. Resolved customer complaints by 50% by improving the response

time to customer queries.

. Maintain payroll records, attendance records, team budget and

activity budget.

. Exceeded department and team goals on manned time,

attendance, employee retention, .5% call drop rate,

resolution response, adherence, outbound and inbound calls.

. Created a team environment encouraging open communications as

well as empowering team members with a clear sense of

accountability and teamwork.

. Trained and applied "Fanatical Customer Service."

Business Analyst and Returns Specialist

March 2002 to June 2003

. Attained 5% reduction on product returns exceeding goal of 7%

by 2 basis points.

. Designed and incorporated "Make A Difference" to Call Center

to enhance customer retention and customer satisfaction.

Transportation Manager May

1997 to December 2000

. Manage a full staff and oversaw all transportation related

issues throughout 10 distribution centers including billing

and auditing of over 10 million in the UPS account alone and

negotiating claims with each carrier totaling over 50 million

per year.

. Establish rapport with shipping carriers to ensure safe, cost

effective transport of orders.

. Spearheaded and trained "Fanatical Customer Service" to local

carriers for the enhancement of organizational performance.

Customer Relations Manager for Preferred National

Sanitary Supply Company

Accounts and Corporate Billing Manager Gardena, CA

June 1990 to May 1997

. Supervised and coordinated over 27 national accounts which

produce over $10 Million in total revenue for this $300

Million distributor of janitorial and maintenance supplies.

. Over $50 Million in annual billing by correcting, crediting

and invoicing over 30,000 accounts throughout the U.S.

including rebates and resale billing. Personally generated

monthly rebate reports for top priority accounts which were

forwarded to account managers and president of National

Sanitary Supply Company.

. Managed a staff of Customer Service Specialists who services

the company's largest accounts.

. Developed and trained on the implementation of AS400 computer

program including Order Entry, Purchasing, A/R, A/P and

Billing.

Education East Los Angeles College, Monterey Park, CA. Six

Sigma Fundamentals, Integrity

Selling, New Manager Discovery Program,

Managing Smart 1, and Performance

Management.

Computer Skills MS Word, Excel, PowerPoint and Outlook. SAP, AS400,

Navision and Quickbooks.

Interests Volunteering at Saint Felicitas & Perpetua Church

and coach local youth league.

Contact this candidate