Customer Service Manager

Theresa L. Dwyer

** *** *****, ********, ** ***** *****.*******.*@*****.***

Phone: 708-***-****

Summary of Qualifications

Energetic, enthusiastic, self-starter with significant experience in

financial, accounting, purchasing, customer service, and administrative

functions. Excellent verbal and written communication, detail/follow-

through, and organization skills, excel in fast-paced, demanding

environments. Customer service and team oriented. Recognized for

productivity and dependability. Adept in quickly learning new technology

and applications. Outstanding decision making and problem solving

skills. Proficient in multiple computer systems including Microsoft

Office, OrgPlus, Oracle, internet and email.

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Professional Experience

1/2000 to 6/2010 - Iron Mountain Records Management

Customer Service Associate - Addison, IL. Provided high-level support to

customers through exceptional problem solving skills and consistent

follow through. Successfully managed medium to small accounts.

Negotiated service contracts. Assisted Customer Service Reps with

incoming calls when short-staffed. I specialized in eliminating

recurring customer issues by partnering with cross-functional teams and

support staff to uncover the root causes, and implement changes to

prevent recurrence. Saved 90% of my customer accounts that had requested

service termination.

Strong customer service skills - Service scheduling - New account set up

- Provided quotes and contracts for shredding services - Researched

billing issues - Identified opportunities to enhance customer experience

- Created analysis spreadsheets to assist the account managers

Billing Specialist - Hanover Park, IL. Responsible for the research and

invoicing of all shredding services and supplies.

Reviewed accounts for billing accuracy - Proficient with Oracle software

- Maintained collection efforts - Researched billing issues - Provided

adjustments to invoices

Office Manager - Bensenville, IL. Managed the customer service,

accounting, payroll, human resource, safety and security functions at the

Bensenville shredding plant.

Managed three employees - Prioritized tasks, managed time and resolved

internal and external conflicts - Followed detailed task assignments to

meet project deadlines - Performed integration and implementation of

service for acquisition accounts

10/1995 to 12/1999 - Document Services, Inc. - Chicago, IL

Office Administrator. Assumed all office duties.

Provided quotes and scheduled services - Assisted customers - Set up new

accounts - Performed invoicing and collections - Processed payroll and

employee files - Set up service routing for shredding vehicles

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Additional Professional Experience

Executive Secretary to two Vice Presidents

Legal Secretary to three Attorneys

Secretary to Comptroller and financial staff of three.

Interests

Fishing - Gardening - Cooking and Baking - Sewing - Movies - Travel -

Reading

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