Customer Service Manager

Natalia Jones

*** ********** *****

Loveland, Ohio 45140

(513)225- 3627

*************@**********.***

http://www.linkedin.com/in/nataliajones

Professional Excellence Summary

Dynamic and creative marketing expert with distinguished

performance and extensive skills in project management, client

relations and negotiations. Diverse background encompasses

extraordinary work ethic and commitment to organizational

objectives within a highly competitive and rapidly changing

business arena in North America and globally. Known as a proactive

manager and collaborator with ability to attract and secure key

players in building strong and lasting business relationships with

suppliers and clients. Recognized for reducing operating costs,

managing cross- functional teams and coordinating high profile

projects.

Computer Skills

. Proficient in Office Package: Microsoft Word, Microsoft Excel,

Microsoft Access, Microsoft PowerPoint, Microsoft Outlook Express 2000

and 2007

. Practiced Operating Systems and Software: Windows

95/2000/XP/Vista/2010, MS DOS and ConfimIT

Language abilities

English, Russian and French

Professional Experience

Senior Operations Project Manager, October 2007- Present

Ipsos Interactive Services, Cincinnati, Ohio

Initiate, organize and implement multinational marketing research

projects for end clients, researchers and partners, placing the

work in the field accurately, on-time and within agreed to project

budget. Direct clients to appropriate internal consultants for

research design. The project budget varies from $25K to $150K, with

overall department revenues of $10M.

Coordinate scheduling clients, researchers/partners and all

suppliers. Follow-up with all parties on project satisfaction and

reconciles/approves supplier invoices for firm's Accountant. Help

build internal IIS resources for more efficient project management,

including HR and IT.

Serve as key end client relationship link for key Ipsos Interactive

Services clients, building knowledge of client specific research

needs/preferences & re-applying as appropriate. Provide necessary

management and accumulation of expertise for the multidisciplinary

project associates across the division. Work directly with and

reporting to VP of North American Operations.

Analyzed re-evaluated the estimating procedure, the improvements

lead to $60K of savings for department in 2009, and $15K in the

first quarter of 2010.

Created and reviewed new processes in daily operations that lead to

the progress of the project delivery time and better communication

between pre production and post production.

Customer Service Manager, August 2006- October 2007

Micro Electronics Inc, Sharonville, Ohio

Developed and implemented procedures, measuring customer

performance, mentoring and coaching the staff of 20 Customer

Service Representatives, Store Operation Associates and

Supervisors. Responsibilities included hiring, employee file

updating and terminating if needed.

Created processes, controls and tools to measure performance and

level of client satisfaction. Worked directly with Operations

Manager to ensure that quality levels are measured, reported and

communicated up the chain and down the chain. Solely responsible

for the budget of the department.

Coordinated the development and ongoing effectiveness of Customer

Support training, concentrating on phone and interpersonal skills,

and technical training necessary for excellence. Observed Customer

Service Representatives performance and provide feedback and

coaching to help them to achieve their goal in the safe and secure

manner. Ensure that technical training for team members is

accomplished prior to release of new products.

Participated in marketing efforts of the company during new product

releases.

Customer Service Coordinator, November 2003- August2006

TJ Maxx, Springdale, Ohio

. Ensured smooth and profitable operation of clothing and home

d cor store.

. Dealt with customer service issues in regards to merchandise

purchases and returns. Maintained positive image among the

clients. Helped with loss prevention activities and various

aspects of inventory control.

. Participated in hiring and training new employees for the

Service Desk and cash registers.

Environmental Office Operations Manager, June 2000- May 2002

Nevinnomyssk Affiliate of State Institution of Environment

Protection Operation and Services, Russia

. Performed various clerical tasks using computer software and

office machines.

. Duties included working with the customers to complete

documentation needed to comply with government regulations.

Researched and filed information on their environmental

activities. Responsible for office accounts receivable and

payable

Education

MBA with concentration in Innovative Management and International

Business

Graduation date- June 2010

Wright State University, OH

Raj Soin School of Business

Bachelor's Degree in Business and Administration

Graduation date- May 2008

Thomas More College, KY

Master's Degree in International Communications, French

Graduation date- June 2003

Russia Pyatigorsk State Linguistic University, Russia

.

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