Customer Service Manager
Resume:
920-***-**** (home)
920-***-**** (work)
Green Bay, WI 54313
Mary C Peters
Experience 1992-present Medalcraft Mint Green Bay, WI
Sales & Service
Part of 3-person team responsible for Sales and Service for the
Midwest Region Business Unit. Responsible for securing new business
as well as servicing existing accounts to help meet team goals.
Assist with strategies to grow the business in the region. Provide
service to several National accounts.
Worked with management to implement new "cradle to grave" software
system (CRM, Order entry, Billing, Accounting, customer center) as
well as a new integrated phone system (end of 2008). Responsible for
process and procedure set up. Train customer service team and new
hires on systems and procedures.
Customer Service Manager (1992 - 2008)
Pricing and Quote Manager - responsible for costing/quoting custom
jobs. Supplied pricing matrices to CSD to give them a level of
autonomy in quoting basic jobs. Was responsible for quoting the rest.
Managed Customer Service Dept that handles Custom, Stock & Association
Customers. Lead CSR's in daily customer service operations to
include; handling phone and fax inquiries, custom quotations, quote
follow-up, order processing as well as service after the sale
(complaints & tracings).
Responsible for scheduling, training and coaching CSR personnel.
Responsible for budget & input into yearly business plan.
Member of Team responsible for piloting and implementing fully
integrated computer system that ran the company (in 1996) - that
included a complete overhaul of policies & procedures as well as
documenting a Procedure Manual for use by the CSR's.
1980-1992 Graham Medical Products Green Bay, WI
Manager, Customer Service & Distribution
Direct leadership of 6 CS professionals plus indirect leadership of
personnel at 3 Distribution Centers.
Included coordination of shipping, transportation and production
functions.
Managed the order entry process; provided customer service for 5
diverse business groups.
Responsible for pricing and promotions in the system.
Developed order processing, scheduling processes and transportation
systems to accomplish order fill/on-time rates of 98-99% while
reducing the on-hand inventory level.
1972-1980 Fort Howard Paper Co Green Bay, WI
Assistant Customer Service Manager
In 1979, promoted to Assistant Customer Service Manager responsible
for order processing and Communication Center (consisted of 10 CSR's).
In 1975, promoted to staff position responsible for routing orders &
maintenance of freight policies. Coordinated customer needs with
Production Department.
Began career as Customer Service Professional taking orders and
handling inquiries.
Education 1985-1995 Lakeland College Sheboygan, WI
B.A., Business Administration - graduated Magna Cum Laude
Earned Certified Customer Service Executive (CCSE) through ICSA in
1986.
Lean Basic Training Courses
ICSA Former member of International Customer Service Association
(1985-1999)
Held office of Secretary on Executive Board of ICSA for two years -
also served as PR & Education Chairs for an additional 4 years.
Served as President of WI Chapter-ICSA (1989) as well as other
positions (was a founding member of the WI Chapter). Arranged and
organized monthly chapter meetings.
References Ron Chimenti, former CEO& owner of Medalcraft Mint - cell phone
Jacki Gordon, Sales Manager, Mid America, Georgia Pacific - Letter of
recommendation attached
Jim Schmitt, Mayor of Green Bay - phone #920-***-****
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