Customer Service Manager

C YNT H IA RYN IEC

** ******** ***** *********@***.***

Cheektowaga, New York 142**-***-*** 5060

Dedicated customer service manager with 15+ years of experience in manufacturing, distribution, and

banking settings. Eight years experience in domestic and international shipping. Excellent productivity,

accuracy, and problem solving skills in high volume, high stress, time sensitive environments.

Implemented change to facilitate team development supporting company’s strategic goals. Assessed

and developed leadership styles to increase team attitude and productivity. Provided and implemented

ideas to help improve time management among employees and their goals.

Areas of Expertise

Customer Service Management Local and National Shipping Inventory Control

Complaint Handling & Resolution Overseas Trade Time Management

Sales Import and Export Shipping Change Management

Professional Experience

CONCEPT INT’L TRANSPORTATION, Buffalo NY 2010 pres

Operations specialist

Act as a broker between Customer and end user to coordinate trucks and freight between various locations.

ELECTRO ABRASIVES CORPORATION, Buffalo, NY 2000 2008

Customer Service Manager & Shipping Manager

Performed all aspects of Customer Service, Domestic and International Shipping involving multi tasking

of several jobs in a demanding environment ensuring customer needs were met. Advancement within

this position required self education on national and international shipping, customs regulations, and

maritime laws to ensure compliance at all times.

Selected Contributions:

Handled all customer calls, inquiries regarding stock, pricing, quality, and shipping. Ensured the swift

resolution of customer issues to preserve customer loyalty while complying with company policies. Had full

discretion on how to handle customer questions or issues. Handled on average 70 100 inbound calls per

day.

Interacted with clients to understand their purchasing needs; identified proper pricing strategy, provided

sales quote, and followed up with client to close the transaction.

Performed inventory control at two outside warehouses. Performed monthly inventory counts and stocked

material based on need. Shipped to customers from outside warehouses based on customer location.

Managed the shipping department overseeing all aspects of outbound and inbound shipping of raw

materials. Utilized both local and worldwide carriers to ship to both domestic and worldwide destinations.

Ensured appropriate documentation was completed.

Interacted closely with salesmen, distributors & management in both the production and quality control

departments to ensure customers received the highest quality materials in a time sensitive manner; ensured

all their needs were met.

Received frequent customer thank you notes and letters. Expanded the customer service role by always

taking the extra time with each customer to identify additional needs that could be met. For example: Always

inquired what the customers were paying their carriers to ship our materials to determine if a different carrier

could provide a better price.

Designed and implemented customer master price book and played an integral part in revising pricing

structure for customers.

Entered and processed all sales orders and bills of lading.

Supervised one employee. Verified employee’s orders were entered and invoiced correctly. Trained her as a

secondary shipper to ensure vacation coverage.

Introduced training programs that enhanced employee performance and helped build a motivated workforce.

M&T BANK INC., Airport Plaza Cheektowaga, NY 1997 2000

Head Teller, 1998 2000

Teller, 1997 1998

Provided professional banking services to retail and commercial customers on a daily basis. Ensured

customers’ banking needs were met, and either answered or referred their financial questions to the

appropriate supervisory individuals.

Selected Contributions:

Accepted and accurately processed customers’ deposits and loan payments ensuring established company

policies were followed.

Developed a thorough understanding of all products and services available to customers. Expanded and

increased customer relationships through the identification of customers’ needs and the successful referral

of other banking services, products, and special promotions.

Maintained and balanced a cash drawer on a daily basis.

Maintained the vault books and was in charge of cash flow in and out of the main vault.

Responded to customer inquiries regarding account balances.

Assisted with the reconciliation of teller discrepancies to balance their drawers.

Assisted in scheduling teller hours and resolving any scheduling conflicts.

Provided training, guidance, and supervision to less experienced Tellers.

ESMONDS RESTAURANT, Williamsville, NY 1990 – 1997

Banquet Manager, 1995 1997

Waitress, 1990 1997

Interacted with potential customers to understand their party or banquet needs to determine the

appropriate pricing and accommodations. Performed waitressing duties in addition to the Banquet

Manager role providing excellent customer service in both capacities.

Phone: 716-***-**** n Page 3

CYN T H I A RY N I E C

SONWIL DISTRIBUTION CENTER, Cheektowaga NY 1987 1990

Customer Service Representative

Serviced assigned customers’ accounts; processed and entered orders; followed up with customers to

provide approximate ship times and inventory levels.

Education

BRYANT AND STRATTON BUSINESS SCHOOL Williamsville, New York 1984 1985

Completed courses in: Accounting, Business Math, Computer Programming, and Business Courses.

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