Customer Service Manager

DeeDee Kavanagh-Gorman

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

Hugo, MN 55038

651-***-**** *********@***.***

professional Summary

Highly personable Customer Service Professional with over thirteen years of

experience in account management, EDI processing, and call-center

operations within the Outdoor / Sporting Goods industries. Talent for

identifying customer needs and presenting appropriate company products and

service offerings. Demonstrated ability to gain customer trust and provide

exceptional follow-up. Adept at assisting in the design and implementation

of reporting procedures that track call data, order processing volume and

apply knowledge to improve customer experience and satisfaction ratings.

Qualifications

. Proficient with Microsoft Office (including Microsoft Word Outlook and

Excel).

. Understanding of operating systems such as Great Plains, Macola, SAP, MAS

90 and QAD.

. In-depth understanding of Order Management, Item Maintenance, and

Inventory Flow systems.

. Experienced in using reporting software such as Crystal Reports, EBA and

Google Analytics to analyze business and sales data.

. Expertise in resolving escalated customer service issues.

. Dependable and trustworthy employee.

. Able to motivate personnel for change.

. Very detail orientated and able to prioritize duties to match business

needs.

Professional Experience

Shock Doctor, Plymouth, MN 2007 - 2010

Customer Service Manager

Oversaw a staff of 8 employees, managed department budget and worked on

achieving annual business objectives and performed reviews. Worked closely

with the Vice President of Operations to streamline order entry workflow

process and transfer to warehouse electronic process.

. Implemented an automatic billing process, phone queue process and other

procedures to greatly reduced invoicing time improving customer service

and achieving next service delivery level.

. Ensured customer orders were shipped per requirements and traveled to

major accounts to assist in presentations of new products, new packaging

transitions and logistics.

. Worked closely with inventory manager to relay shortages to major

customers and maintained good customer relations.

. Streamlined EDI process of incoming orders and outgoing invoices.

. Participated on teams and contributed to company focus groups designed to

generate new product ideas and launch the new B2B site enabling customers

to place orders and reduce time on the order management system.

. Member of project team leading the company through major upgrade of

operating systems.

. Successfully hired, mentored and developed employees. Held weekly

department meetings and occasional one-on-ones to help employees achieve

career goals within the company.

. Skilled at monitoring call status, sales turns, website sales, and data

integrity using reporting tools.

DeeDee Kavanagh - Gorman Page Two

PUR / Procter & Gamble / Katadyn, Plymouth, MN 1995 - 2007

Customer Service Manager

Worked closely with the sales team to maintain good relationships with both

retailers (approximately 1200) and end users.

. Streamlined the order entry and invoice process to accuracy by

implementing an EDI solution to meet the needs of Retailers and their

logistical needs.

. Increased employee knowledge by assisting with development and

implementation of product-awareness program.

. Enhanced employee performance and attendance through daily mentoring, one-

on-one discussions and motivational strategies.

. Received outstanding positive comments from team members on conducting

employee reviews.

. Traveled to trade shows to help and assist the sales team.

. Developed new programs with the sales team providing programs and

operating systems for customers that worked.

. Learned and trained on new ways to utilize operating systems creating and

improving efficiencies.

. Project team member assigned to change to a new operating system and an

implement system upgrades.

. Started as CSR and promoted to Supervisor under Proctor & Gamble and

moved into the Customer Service Manager position when company was sold

off to Katadyn.

United Stores, Fridley, MN 1990 - 1995

Footwear Buyer

Responsible for the purchasing of footwear (products) for 15 stores.

. Maintained an Open to Buy of approx. $3M and worked with store staff

ensuring they developed product knowledge and the confidents to sell the

products on the floor.

. Worked closely with marketing individual to promote the footwear area in

seasonal promotions and tabloids.

. Traveled to trade shows to shop for new lines for the stores.

. Worked with profit margins to make sure the department was maintaining

company standards and even increasing the department margins.

Education and Training

Degree in Business / Fashion Merchandising, Minnesota School of Business,

Minneapolis, MN, Graduated with Honors

Volunteer Positions

Treasurer of White Bear Lake Soccer Club, 4 years

Team Manager for various Soccer, Hockey and Football Teams

Contact this candidate