Customer Service Representative

Scot McKay

**** ** ******* *****

Lee's Summit, Missouri 64063

816-***-**** Home

913-***-**** Cell

HIGHLIGHTS OF QUALIFICATIONS

Over twenty years of service in a professional work environment

Proven record of providing outstanding customer service

Excellent people skills, high energy, and a positive service attitude

Effective at planning, organizing and coordinating projects, independently

and with collaboration

Ability to clearly communicate expectations and resolve conflicts

Excellent organizational and Multi-tasking skills

Able to accurately establish priorities and adapt quickly to changing needs

Extensive communication and management experience

Self motivated with proven skills to motivate others

Ability to memorize and retain large volumes of information

Proficient at using Microsoft Office, Lotus Notes, Word, Excel, AS400 and

SAP

CAREER EXPERIENCE

Danisco USA, Inc. October 2009- Current

Customer Service Supervisor

Supervise customer service representatives staff of 10 people

Manage performance development and monitor team productivity goals

DANISCO USA INC.

Customer Service Representative March 2005- October 2009

Graded out as top customer service representative for 2005 thru 2008

Successfully process over 150,000 orders in the last two years with a 99%

accuracy rate

Accessible and responsive to all customer calls and e-mail inquiries

Responsible for coordinating transportation and logistics for orders

To Report status on all pending requests and provide follow-up as required

Specific written and verbal communications with customers to troubleshoot

and resolve problems

Accountable for processing credits, debits, returns, re-bills, re-pricing

and change of address requests

Organize and maintain electronic files and folders of customers order

history and requests

Prioritize projects/tasks for completion of work

Outstanding attendance record

ALLIED BARTON SECURITY SERVICES INC. February 2007-Current

Security Officer-to serve and protect the customer and their property

BLUE VALLEY SCHOOL DISTRICT February 2008- Current

Part-time Custodial

AMERICAN ACADEMY OF FAMILY PHYSICIANS March 1987-October 2004

Manager, Administrative Services November 1995- October 2004

Create, implement and manage centralized customer service and support

center (AAFP Help Line)

Manage and maintain all aspects of telecommunications system including

voicemail, call center, vendors, carrier negotiation, and staff training

Manage facilities, security, mailroom, telecommunications, switchboard,

and call center staff

Supervise building and property renovations projects and repairs

Develop requests for proposals and negotiate various contracts with

vendors

Manage emergency detections and notification systems for building systems

Coordinate preventative maintenance schedules on building systems and

equipment

Maintain inventory on company assets such as furniture, AV equipment and

office equipment

Interface with Board, VP's members and AAFP tenants on a regular basis to

ensure needs were met

Develop, analyze and implement customer survey results for continual

quality improvement

Prepare and manage 2 million dollar departmental budget

Facilities Coordinator June 1994 - November 1995

Responsible for all aspects of telecommunications operation

Interface with customer to troubleshoot and resolve problems

Written and verbal communication with various staff members and vendors

Document, process, and follow-up to all customer requests for support

services

Maintain and order essential building material including fax, and copier

supplies, kitchen, office and refreshment supplies

Building Support Technician June 1992 - June 1994

Responsible for all aspects of telecommunications operations

Purchase and maintain office equipment and furniture

Supervise repairs, scheduling service and installation of furniture

Negotiate various services and service/maintenance contracts

Interface with building ownership to provide the best possible service

and environment for staff

Performing daily inspections of building/grounds to report discrepancies

and problems to appropriate vendors or staff

Responsible for storage and inventory of AAFP archival material and

general supplies

Telecommunication Technician January 1989- June 1992

Coordinating telecommunications operations to include programming and

operating of system

Written and verbal communications with members, staff, and outside

vendors

Troubleshooting telecommunications problems

Providing accurate documentation of call usage for

individuals/departments/divisions

Regulate and maintain inventory of telecommunications supplies

Maintain power supply

Shipping/Receiving Clerk March 1987 - January 1989

Process incoming and outgoing mail, UPS, and express packages

Order and maintain supplies and other materials

Operated postage meters and labeler

Provide on-site meeting support for various AAFP meetings

EDUCATION

WASHBURN UNIVERSITY

Topeka, Kansas

General Business

References available upon request

Contact this candidate