Customer Service Manager

Tonya Van Schoyck

***** ***** ***** ***** ? Lake Elsinore, CA 92532

951-***-**** ? abhfpc@r.postjobfree.com

"Dedicated to providing high levels of service."

Professional Experience

Husqvarna, Corona, CA

2002 - 2010

Customer Service Manager

. Provided customer service to commercial accounts purchasing

construction tools including concrete cutting saws, power saws,

drills, and parts.

. Managed the Customer Service team to provide service in a high volume

environment answering product questions, order entry of orders,

accepted payments (credit card transactions and billing to the

account), scheduled freight pick-ups and deliveries, and processing of

return merchandise authorizations (RMA) requests.

. Oversaw the operational transition due to the acquisition of Soffcut

by Husqvarna in 2008. Trained the Customer Service team on a new

product line, revised policies and procedures, and a new enterprise

wide software solution.

. Assisted Accounting with all invoicing procedures to ensure timely

billing of customers. Reviewed daily orders to ensure accuracy of

orders, pricing, and shipping charges and approved for billing.

Approved RMAs and issued credits.

. Hired, trained, scheduled, coached, and managed 6 employees (5

Customer Service Representatives and 1 Receptionist) and provided

feedback at annual performance reviews. Coordinated bi-annual

training sessions at corporate headquarters in Kansas.

. Improved employee productivity and service performance by analyzing

phone reports and quality of order entry and provided coaching and

training. Addressed all calls that needed to be escalated to

management.

Albertsons, Menifee, CA

1998 - 1999

Customer Service / Coffee Bar

. Greeted customers and prepared coffee orders. Processed payments and

kept an accurate cash register. Answered phones and provided customer

service.

. Assisted with stocking general merchandise on the grocery floor.

COMPUTER SKILLS

Microsoft Office (Word, Excel, PowerPoint); AS400, MAS 200 - Order Entry,

CRM / Internet Order System.

Licenses

Life & Health License

CA license#OH36762

Education

Menifee College, Menifee, CA

General Education

Lake Elsinore High School, Elsinore, CA

Diploma/Graduated, 1991

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