Customer Service Management
Resume:
Ann M. Allen
*****.***@*******.***
Professional objective:
I am seeking a position where I can utilize and expand my extensive
skills and experience in the areas of operations, marketing, customer
service and fulfillment management.
In my present role, I have been actively involved in the operational
aspects of direct mail marketing and fulfillment for two monthly
consumer health newsletters, as well as a line of books and an online
newsletter subscription service. This includes inventory management,
use of relational database information, and report development for
monitoring performance.
With over 16 years of experience in direct mail processing and call
center operations, I am comfortable with direct client contact, as
well as providing direction and supervision to CSRs. I have been
primarily responsible for on-site CSR training, development of policy
and procedures, remote call monitoring of customer calls, and
evaluating and maintaining performance standards.
I have been able to successfully communicate with and coordinate
efforts between multiple vendors, and have experience with remote
access to vendor databases and reporting sites.
In addition, I enjoy challenges and welcome opportunities to
participate as a team member on new projects. I believe these
qualities are all valuable assets I bring to the table.
Experience:
Mayo Clinic Global Products and Services 1995-Present
Operations Coordinator
Current role requires expertise in the operational aspects of mail
order product fulfillment, subscription management, direct mail
marketing practices, and web commerce. Possess knowledge in the
specifics of print production, inventory management, and customer
service principles. Maintain a broad understanding of relevant and
constantly changing postal regulations.
Prepare instructions to vendors and monitor quality control procedures
to ensure timely and accurate processing of subscription and product
orders, and the handling of customer service complaints or inquiries.
Develop procedural manuals and sample materials, and provide on-site
training on a regular basis for customer service staff. Provide
feedback to Customer Service supervisors.
Monitor service levels of fulfillment vendor, comparing incoming
response rates to order processing and shipping turn times. Oversee
customer service operations, and measure customer satisfaction, using
reporting and direct monitoring of call center functions.
Negotiate policy and procedures with service providers to ensure
timely and accurate processing of subscription and product orders.
Provide detailed instructions for fulfillment of customer orders,
often involving multiple test offers by campaign. Analyze response
rates and measure success of promotional campaigns and segmental
testing.
Coordinate, monitor, and improve efficiencies associated with print
production, distribution, fulfillment, customer service and inventory
management of print products and newsletter subscription services.
Assist in the management and coordination of day-to-day processing
functions of third-party fulfillment service providers.
Able to manage concurrent projects with attention to detail and
possess excellent organizational skills. Proactive in creating new
ways to improve performance and receptive to the input and ideas of
others. Display exceptional interpersonal and negotiating skills, as
well as excellent written and verbal communications. Possess a sound
working knowledge of MS Excel and MS Word, and familiar with the MS
Access software.
Education:
1983 Graduate of Winona State University, Winona, Minnesota
BS Degree
1992-present Numerous Continuing Education classes, including both
career development and microcomputer education subjects.
Project Management, Service Excellence, MS Excel and MS
Access.
DMA Customer Service and Fulfillment Seminars
Operations and Fulfillment Forum
Additional Information:
I work directly with marketing staff in planning and preparing for
direct mail campaigns which reach over 10 million households annually.
My experience includes coordinating the processing and fulfillment of
500,000 subscription orders and over 120,000 product orders each year;
including direct contact with multiple vendors and service providers
on a daily basis. Additional responsibilities include monitoring
inventory of available product to determine that adequate stock is
available for projected response to each campaign. I am directly
involved in transferring stock between multiple warehouse locations
across several states to maintain adequate levels for varying needs by
location.
Contact this candidate