Customer Service Manager

Bonita Ruckel

***** **** ***** **** **********, Ohio 45697

937-***-****

EDUCATION

NORTHERN KENTUCKY UNIVERSITY - Bachelor of Arts in Elementary Education,

May 1998

. GPA 3.88; Dean's List

. Ohio Teaching Certification (K-8)

UNIVERSITY OF CINCINNATI - Associate Degree in Legal Assisting, 1994

. GPA 3.9; Dean's List

WORK EXPERIENCE

GAP, INC. - 1993 to July 2009

Transportation Specialist - Brand Fixture Rollouts / New Store

Support, March 2002 to present

. Coordinate fixture rollout shipments from suppliers to stores

for all Gap Inc. brands

. Management of payables of $9M in project spend

. Manage spend and provide solutions to brands for cost and

service options for rollouts

. Coordinate freight payment and general ledger (G/L)

assignment process while professionally interacting with

various levels of management internally and externally

. Audit various administrative transactions related to freight

payments or contractual matters

. Manage and resolve store service issues for rollouts provided

from 1.700.Service data base

. Assist transportation management on any project analysis as

directed

. Issue purchase orders for damaged fixtures and manage

reshipment of replacement fixtures

. Execute and monitor carrier claims process

. Manage deliveries for new store openings, closings and

remodels

Communications Specialist - Gap Transportation, April 2001 to

February 2002

. Staff 1.700.Service customer service line. Record, research,

and resolve reported transportation issues

. Pro-actively communicate delivery issues to stores

. Partner with 3PL and Field Managers to address re-occurring

service issues related to deliveries and provide follow up

action plans to the store

. Communication with DC partners to resolve dating errors

Supply New Store Coordinator - Gap Supply/Purchasing, October 1999 to

March 2001

. Maintain all Gap new store supply contracts - conference call

with new store operations bimonthly to review the contracts

and any pending issues

. Manage the New Store Vendor Spreadsheet. This spreadsheet

communicates all new stores, supply items needed by these

stores, and mandatory delivery dates

. Monthly meetings with Grainger and Schwarz to improve

customer service

. Strong communication with vendors, new stores operations,

purchasing, customer service, and supply shipping

Assistant Store Manager - Gap Kenwood/Tower Place Mall, March 1999 to

September 1999

. Staff supervision and scheduling

. Merchandising, training, and recruiting

Call Center Supervisor - Gap Online, December 1997 to March 1999

. Supervision of call center representatives, which involved

call monitoring and continuous training

. Creating new ways to motivate staff members

. Managing call center reports (number of calls taken, number

of calls abandoned, average hold time, etc.) and using these

reports to improve the staff

. Handling high maintenance customers

Sales Associate / Assistant Store Manager - Beechmont Mall, August

1993 to December 1997

. Working as a part time employee while in college. In 1997,

promoted to an Assistant Store Manager. Completing the same

tasks as listed above.

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