Customer Service Manager
Resume:
Charles N. Whaley
Knoxville, TN 37918
***********@*****.***
Objective
To obtain a position that allows me to utilize my skills to succeed, but
will challenge me to exceed goals.
Professional experience
Use social media tools to monitor and respond to customer comments.
Experienced in leading multi-disciplinary teams operating in a global
distributed environment.
Five years management experience for both on-site and remote employees in
healthcare related field.
Proven knowledge base content creation, management, and refinement skills
for high volume service support and consumer web self service operations
Extensive (10+ years) experience in warehouse and distribution management
in both large (100K sq ft +) and small (10K sq ft) facilities.
Experienced in developing and leading training services in healthcare,
safety, and consumer electronics.
Consistent application and improvement of customer service skills.
Three years of retail management experience through full and seasonal
employment.
Experienced in crisis management as on-scene command officer for emergency
operations for volunteer fire departments.
Key skills
Extensive use and knowledge of the following software packages:
Business Objects - Creating reports from various databases
OLEE (On-Line Edit and Entry) - Creating and editing on-line consumer based
content
OCPM - Creating customer service records
Brio - Retrieving data and creating reports
Lotus Notes - Send/Receive e-mails and scheduling meetings
Adobe PDF - Creating and editing PDF files
DB2 - Create and maintain local database
Kana - Create decision tree based troubleshooting guides
Cognos - Pull reports from corporate created interface
Fireworks - Create and edit illustrations for use with on-line content
Microsoft Office - Create documents, charts, and presentations
Front Page - Edit HTML coding
Visio - Create and edit troubleshooting flowcharts
NPS Easy Extract - Retrieve customer surveys for analysis
Seibel - Used on limited basis to pull customer records
Ominiture - Retrieve and analysis website usage data
Career history
06/2004 - to date IBM, Knoxville, TN
Technical Support Specialist
Help to insure smooth transition of services from Philips to IBM. Update
knowledge base content for call center and customer self-service web site
support, participate in weekly conference calls, and share solutions with
global Knowledge Engineers. Work with cross functional teams to resolving
issues arising from inbound calls to support line. Support other
departments with the use of Web Sphere, Java, Business Objects, and OCPM in
the fulfillment of contract. Facilitate conversion of knowledge bases into
frequently asked questions (FAQ) using Philips internal tool. Service
planning for Entertainment Solutions division, responsible for Philips and
Magnavox branded product, to insure product readiness including: parts in
stock and on-line product information. Produce monthly presentations on
product readiness and performance. Co-ordinate product training and samples
with call center and client. Work with Philips and third party provider on
cost saving project to introduce on-line Artificial Intelligence avatar to
support site. Assist in set up of new call center through curriculum
creation, training, and agent coaching when contract was renegotiated.
Product set was extended to include Norelco, AVENT, Sonicare, and
Accessories divisions. Analyze customer satisfaction data for call center
and web. Monitor social media sites using various tools and provide
feedback on a daily basis.
07/2003 - 05/2004 Philips Consumer Lifestyles, Knoxville, TN
Knowledge Engineer
Develop, convert, and update knowledge bases for call center and customer
self-service web site using Visio, Advantage Knowledge Base System, and
KANA. Monthly Global Knowledge Engineering conference calls. Share best-
practice solutions with Knowledge Engineers from other countries and
product business groups. Participate in assigned product co-monitoring
calls with call center. Work to resolve issues arising from inbound calls
to customer service help line. Use Front Page, Flash MX, Dreamweaver MX,
and Microsoft Office. Volunteer for groups to help draft Corporate Health &
Safety Policy and to create service scenarios for products.
03/1998 - 07/2003 Source One, Knoxville, TN
Distribution Center Manager
Manage five (5) local employees and three (3) in satellite offices covering
the state from Nashville east. Help with conversion of computer system,
business practices, and processes as part of new company acquisition.
Redesign Knoxville warehouse to accommodate addition of delivery functions
from Nashville. Oversee daily operation of warehouse. Complete 100% of
receiving and shipping requirements on a daily basis. Improve inventory
accuracy by instituting cycle counts. Handle inventory and shipping
discrepancies. Work with sales team to prepare quotes and order capital
equipment for healthcare facilities. Coordinate with sales and service to
insure site readiness and on time delivery of equipment. Place accessory
orders with suppliers. Optimize delivery routes to increase productivity
and reduce cost. Conduct quarterly inventory and complete reporting
requirements for corporate office.
09/1994 - 03/1998 Wallace X-Ray, Knoxville, TN
Safety Director
Create safety program and train all employees. Insure EPA compliance
on environmental issues. Develop and teach classes for area hospitals
to meet Continuing Education requirements. Set up and maintain
database for used equipment. Completed 40 hour OSHA training. Exceed
TOSHA compliance for worker and facility safety standards.
04/1994 - 09/1994 TMSI, General Electric Distribution Center, Mascot,
TN
Inventory Control
Able to obtain a 95 % success rate in locating errors. Work with Quality
Assurance department on special projects testing product reliability.
04/1989 - 04/1994 USCO, General Electric Distribution Center, Mascot,
TN
Warehouseman
Prepare export documentation for shipments in NAFTA region. Shift leader
in receiving assigning dock associates work and coordinated with other
shift leaders to insure smooth flow of 24 hour facility with up to 75
inbound shipments daily. Responsibilities include unloading trucks,
verifying inbound shipments, stocking, and processing special orders. Serve
on ISO 9000 certification team. Print, collate, and assign shipments for
fulfillment. Help develop dispatch procedures when warehouse moved from
temporary location to permanent one.
04/1988 - 04/1989 Only $1.00, Knoxville, TN
Associate Manager
Management position encompassing all facets of retail operations including
weekly ordering, audits, deposits and staffing. Store achieved 1 day sales
total of over $120K.
Education
Bachelor of Science in Business Administration in Marketing
University of Tennessee - Knoxville, 1997
Associate Degree in Computer Science
State Technical Institute Knoxville, 1986
Other previous activities
American Red Cross - First aid, CPR, and swim instructor
Knoxville Jaycees - Past-President
Maynardville VFD - Certified Firefighter with State of Tennessee
Paulette VFD - Training officer- Safety, Hazardous Materials, & Command
structure
Charter Member North Side Y's Men
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