Customer Service Manager

KATHERYN HEATH

**** ******** **** **, *********, NC 28216

478-***-**** / **************@*****.***

OPERATIONS MANAGER / CALL CENTER LEADER

"Driving profitable revenue growth through outstanding customer experience"

My career enables me to manage multiple individuals in an organized manner.

I utilize technology and computer software to enhance my companies

business. I conduct presentations and create lasting relationships with

customers that expand the benefits of the company.

Skills include:

. Interaction Skills

. Trouble shooting and problem-solving

. General Technical Skills

. Leadership

Business Education and Six Sigma Training

Professional Experience

sears holding corporation, Augusta GA

Premier Customer Manager, Sears Commercial Sales, 2006 to Present

I run the day-to-day operations of Home Warranty and Insurance business. My

primary purpose is to find ways to make the company more productive by

providing effective methods in its business operations. I assist in

preparing program budgets for companies exhibiting over 67 million in

revenue, facilitation of several programs around the company, handling

delivery and installation and supervising over 40 employees. I utilize my

strong leadership background to handle problems quickly and efficiently.

. Management and execution of Order Management Process for Home Warranty-

Insurance Companies and Big Builders

. Strong verbal and written communication skills as it pertains to the

presentation of Order Management Processes to Home Warranty-Insurance

Companies and Big Builders both face to face and via conference calls

. Assess customer needs and expedite resolutions to meet those needs

. Implementation of current processes along with development of new

processes

. Implementation and processing of team incentive payouts for sales

. Coordinates the work processes of the Home Warranty-Insurance associate

. Key contact for Home Warranty-Insurance associates and customers

. Communicate the business strategy and objectives as well as individual

performance goals and metrics

. Ensures the development of people and skills through coaching and

training to deliver expected results

Big Builder Lead Manager, Sears Commercial Sales, 2003 to 2006

I was responsible for enhancing customer relationships with Big Builders to

increase company revenue. I created a way to offer a single point of

contact from beginning to end during the process of purchasing appliances.

I ensured that the team exhibited outstanding customer service at all times

according to measurements and call monitoring.

. Established performance criteria for developing associates to meet/exceed

business and individual goals

. Implement associate development and business knowledge by proactively

providing coaching and guidance in the handling of customer problems

. Credit and Collections

. Established standardization through processes and procedures

. Face to Face meetings with builders, defining processes, setting

expectations and building working relationships

KATHERYN HEATH

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sears holding corporation (continued)

Appliance Select Manager, Sears Commercial Sales, 2000 to 2003

I was responsible for ensuring that the team provided outstanding customer

service in assisting new homebuyers with purchasing appliance for their

homes. I worked closely with Appliance Managers to assist with management

of the orders to ensure accurate and timely deliveries and installations.

. Provided daily one on one coaching for associates on: customer service

issues as it relates to Appliance Select processes and procedures, system

navigational issues, and policy and procedure adherence

. Served as a point of contact for escalated issues

. Assisted with dashboards and associate's measurements.

. Used appropriate empowerment and acquired skills to minimize expense

. Established standardization through processes and procedures

Distribution Coordinator, Sears Commercial Sales, 1997 to 2000

I was responsible for the accurate receiving and put-away of appliances in

the warehouses, as well as picking and distribution of supplies to all

vendors. I established daily goals for warehouse personnel and monitored

performance, as a means to achieve established goals. Proactively

anticipated supply needs in storage locations and notified Supply

Distribution Manager of low stock or out of stock items as they were

identified. I coordinated with Supply Distribution Manager and Purchasing

Buyer to find alternate supplies for low stock or out of stock items.

. Assisted Logistic Management with daily inquiries concerning distribution

issues

. Communicated with mixers, cross docks, and carriers concerning

operational issues

. Resolved escalated requests from the center or field concerning

distribution exceptions

. Prepared and distributing holiday scheduling for mixing warehouses, cross

docks, and delivery companies. Performing zip code maintenance on the

system

Purchasing Team Manager, Sears Commercial Sales, 1994 to 1997

I was responsible for purchasing the best goods or services, choosing

suppliers, negotiating prices, and granting contracts that ensure that the

right amount of the product or service is received when it is needed. In

order to reach this goal I researched sales records and inventory levels of

current stock, found foreign and domestic suppliers, and stayed up to date

on any changes in either the supply of or demand for needed products and

materials.

. Trained new associates

. Communication to the CCC and field

. Interfaced and actively supported Order Processing and Customer Service

functions

. Associate evaluations

. Prepared weekly schedules for associates

. Developed written procedure for Liquidation and Purchasing

Cross Dock Administrator, Sears Commercial Sales, 1992 to 1994

I was responsible for resolving issues concerning appliance shortages and

damages on deliveries to the customer. I determined whether to substitute

or upgrade at no additional cost to the customer to meet requested delivery

dates.

. Communicated to cross docks and mixers on shortages and damages

. Daily communication to confirm deliveries

. Weekly requests for inventories cross docks and mixers

Store Manager, Wendy's Old Fashion Hamburgers, 1984 to 1992

Education & Affiliations

AS, <Kerr Business college, Augusta, GA (1992)

BA, <Grand Canyon university, Phoenix, AZ (Current)

Professional Seminars: Six Sigma, Change Management

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