Customer Service Manager

Claudia Wakulinski

** ********** *****, *******, ** 03301

603-***-**** - ***********@*******.***

Summary:

Strategically focused professional with a demonstrated record of achievement in driving improvements. Results

orientated management style through efficient, effective leadership and solid communication style. Proven ability to

expertly direct process improvements and restructuring initiatives to create blueprints for continued success.

Professional Experience:

2004-2010 Hello Direct Inc. Nashua, NH

Sales Manager, Business Development (Jan 2009-October 2010)

-Recruited, developed and coached the team to achieve success in a high activity, inside sales model. Fostered an

environment in which continued training was provided and the sharing of best practices was encouraged.

-Led efforts to maximize the achievement of revenue growth and market share through the acquisition of new customers

while continuing to grow business to adjacent seats within existing accounts.

-Developed and implemented commission and bonus plans, modified as needed to drive behaviors required to hit

corporate, departmental, and individual targets.

-Employee communications, one on one coaching, call reviews, adherence to established metrics, quarterly performance

appraisals, when necessary administering disciplinary actions. Functioned as a resource for the team, ensured

departmental and corporate policies and procedures were followed.

Inbound Sales & Service Manager (April 2004 – Jan 2009)

-Increased the value of each call by coaching the team in effective customer service skills, cross-selling and up selling

techniques, while insuring the appropriate products and applications were recommended to effectively find the correct

solutions to fit customer needs.

-Establishment of staffing schedules in conjunction with seasonal trends and marketing campaigns to insure the call

volume was handled within acceptable guidelines.

-Instilled the team with the mission of delighting every customer on every occasion, while working within department and

corporate policies and guidelines. Ensuring the after sale service was a value add to our customer base.

2003-2004 Target, Store 1532 Nashua, NH

Team Lead – Hardlines

-Responsible for the effective coordination of activities in a manner that maximized sales, earnings and customer

satisfaction.

-Actively developed and maintained team approach in the day-to-day management of personnel.

-Hired, trained, supervised, and motivated assigned team members while continuing to develop skills for future

opportunities.

-Functioned as the stores vendor liaison, procurement of assigned products, established delivery schedules, and set

ground rules to ensure a consistent and quality presentation of merchandise.

2002-2003 Veritude / Fidelity Investments Merrimack, NH

Participant Services Representative

-Responded to inbound calls from plan participants, plan sponsors and third party administrators.

-Maintained established goals, adherence rates, ready percentages, and asset retention rates.

-Provided specific account and procedural information including balances, closing prices and quotes.

-Processed account transactions in accordance with IRS & SEC regulations and individual plan procedures.

-Responded to customer inquiries and work on the resolution of ongoing participant issues.

1998-2002 National Resource Inc. Nashua, NH

Operations Manager

-Managed the administration, customer service, inventory control, purchasing, shipping, and order entry departments.

-System responsibilities included database design, database administration and user training.

-Processed billables including credit cards, electronic funds transfers, telephone check drafts, and refund transactions.

-Established reporting tools to monitor sales and marketing performance objectives.

-Performed accounting functions including accounts payable, payroll and commission compensation.

-Act as the corporation’s telecommunications, systems hardware, and facilities liaison.

Claudia Wakulinski Page 2 of 2

1996-1998 PC Connection Milford, NH

Executive Sales Representative

-Maintained established sales goals, margin levels, ready percentages and conversion rates.

-Provided an effective resource that efficiently, courteously and professionally assisted customers.

-Utilized effective problem solving techniques and resources to solution sell.

-Recommended products to fit customer’s specific needs and requirements.

-Captured feedback for marketing efforts by obtaining required information.

-Effectively represented all parties when dealing with issues that required resolution.

1987-1996 Bayer Corporation, Agfa Division, Telegraphix Group Wilmington, MA

Project Manager Systems (1992-1996)

-Contacted targeted Electronic Data Interchange partners, presented program, and gained commitment.

-Developed integrated project plan and cost analysis. Developed and monitored performance measurements.

-Oversaw project team from commitment through to implementation.

-Provided follow-up resolution to any issues that arose after implementation.

Sales Support Manager (1989-1992)

-Managed the customer service, order administration, and telecommunications teams.

-Resolved customer disputes and responded to inquires in accordance with divisional and corporate policies.

-Authorization and generation of return goods processing.

-Ensured sales orders were entered and invoices were generated, processed and mailed.

Senior Inventory Analyst (1987-1989)

-Analyzed and maintained optimum purchased and manufactured inventory levels while balancing supplies on order.

-Oversaw the day-to-day activities of the inventory planning department.

-Coordinated the preparation and release of both manufacturing work orders and purchase requisitions.

-Developed schedules and tracking reports.

1986-1987 Centronics Corporation Hudson, NH

Material Control Supervisor

1984-1986 DataProducts Inc. Milford, NH

Production Control Supervisor

1981-1983 Databit Inc. Hauppauge, NY

Master Scheduler

1980-1981 Hartman Systems Huntington, NY

Production Control Group Supervisor

1978-1980 Ontel Corporation Woodbury, NY

Production Control Supervisor

Education:

State University of New York (SUNY) Farmingdale, NY Major: Business Management

Wilson Technical College Northport, NY Major: Computer Science

APICS Long Island Chapter, NY Awarded: CPIM

Crestcom Bullet Proof Manager Certificate Program 2010

References:

Available upon request.

Contact this candidate