Customer Service Project Manager

Merlene Easter

**** ******** ***** ( Bolingbrook, Illinois 60435 630-***-****

abiiz5@r.postjobfree.com

SUMMARY

Customer Service professional with over 25 years of experience.

Demonstrated pattern of strong leadership, problem solving, and effective

communication skills. Thrives in a fast paced changing work environment.

Key member of management teams that directed, implemented and improved

customer service.

Project Management Trainer Contract

Pricing Cost Analysis

Budget Analysis Price Employee Liason E-Commerce

Negotiation

Licensed Realtor

PROFESSIONAL EXPERIENCE

unisource worldwide, Inc., Addison, Illinois 1980-2009

$6 Billion industry leader and one of the largest independent marketers and

distributors of commercial printing and business imaging papers, packaging

systems, and facility supplies and equipment.

Customer Service Team Manager

Supervised and managed the day-to-day activities of a team of 20-25 people

with an average of 1,600 calls daily.

Publish metrics on shipping, credits status, account performance, customer

satisfaction.

Create a monthly staffing schedule, which ensures proper coverage of the

Customer Care Help Desk, determined by clients' needs, and statistics

provided by Avaya telephone system reports

Conduct periodic meetings with account representatives to discuss any

outstanding Customer Care issues and prepare for any future plans or

anticipated needs of clients

Directly supervise associate(s) - interviewing, hiring, and training

associates; planning, assigning, and directing work; appraising

performance; and other associate issues as they arise

Communicated and distributed information regarding company policies and

procedures to associates. Represent management in issues dealing with the

protection of company assets.

Ensured the work flow of several divisions (Addison Illinois, New Berlin

Wisconsin, Appleton Wisconsin, Morton Illinois and Indiana) with quarterly

sales volume of $10 million.

Supervise the flow of order files, contract pricing files and customer

master files are updated

Managed the order with Logistics team to ensure proper flow of orders using

WMS (warehouse management system)

Evaluate and coordinate the workflow/activities to achieve an ASA (average

speed of answer) of 15 seconds

Intercede on incoming telephone calls with difficult customers

Handle calls requiring in depth knowledge of the organization's

product/services

Monitor calls/activities as necessary to ensure performance standards are

being met

Interface with sales, marketing, manufacturing, credit and warehouse to

insure all processes are being accomplished

Process and approve customer returns and credits not exceeding $10,000.

Ensure customer invoices are billed correctly, and customer pricing is

updated

Follow up with all shortages and service failures in a timely manner

Coordinate & delegate workload while ensuring equitable distribution

Supervise the flow of order files, contract pricing files and customer

master files are updated

Review all new item requests for accuracy and completeness of information

Monitor backorder and open order reports

Coordinate deliveries with warehouses and various mills

Supervised E-Commerce online website

Identify, monitor and coach team behaviors to meet customer needs

Maintain open lines of communication with Customer Service center, flow

centers and staff

Work closely with outside sales to improve customer relations and total

sales

Continuous training of market and company process changes

Responsible for employee hiring, training and performance evaluations

LASALLE MESSENGER/UNISOURCE, Broadview, Illinois 1977-1980

Customer Service Representative

Manage key and preferred account requests from initial customer contact to

closing out of order. This includes sourcing of specialty or making items

on directs, and handling of stock items from Division stock, pricing,

credits, returns, etc.

30. Travel throughout assigned territory to call on existing and

prospective customers for the purpose of sustaining and growing market

share; promote and sell company products; execute in-depth selling in all

accounts.

31. Quote prices, accept product returns and process credit adjustments,

within guidelines.

32. Communicate with customer to identify service requirements and

understand customer business needs and concerns.

33. Participated in ongoing training of new products

34. Work with vendors and core suppliers to develop new business and

maintain existing business.

EDUCATION

Joliet College, Joliet, IL (State and Federal Certified Para

Professional) 2010

Loop Junior College, Chicago, IL (Business Administration)

1977-1980

SKILLS

AS400

Microsoft Office 2007 (Excel, Word, PowerPoint, Outlook)

Fundamentals Of Managing People Seminars

Empowerment Service Excellence Seminars

Project manager for implementation of Avaya telephone system

Completed various management training courses throughout career

FSC/ECO Process

DISC-Dimension of Behavior Profile (Wolff Consulting Group)

Merlene Easter

1402 Glenside Drive ( Bolingbrook, Illinois 60435 630-***-****

abiiz5@r.postjobfree.com

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