Customer Service Manager

DeAnna E. McNary

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

Seaside CA 93955

Contact Phone: 831-***-****

Email Address: *******@***.***

Objectives

To obtain a position in which I can maximize my strengths in administration

and management as I expand my experience in all categories which includes

customer service and additional skills of quality control.

Summary of Qualifications

Hands-on professional manager/supervisor focused on results: Current

knowledge of quality improvement, project management vendor outsourcing and

operations practices. I had a successful track record of business

improvements which includes, hiring training and managing full/temporary

staff. Customer-service oriented with demonstrated communication and

leadership capabilities. Driven to succeed by strategic vision, with

resourcefulness and ability to see projects through to completion.

Skills & Experience

Management

. Trained full/seasonal labor on all materials, and all outgoing

products for customer projects

. Managed the day to day activities for several departments of all

projects for timely delivery to customers

. Created specifications and diagrams using Excel spreadsheets, Power

Point diagrams for all contracts processed for internal and external

customers

. Communicated with customers of contracts to keep projects on schedule

for a timely delivery of projects

Operations

. Increased turn around time of product delivery 80% from 10 days to 3

days while maintaining a 20% cut in staff

. Exceeded the corporate metrics of vendor returns by 10%, increasing

project profitability and Award in Operations Excellence

Customer Service

. Maintained a strategic objective of globalization. Digitization, and

Productivity on the Customer Satisfaction

Human Resources

. Assisted in the hiring and training of well over 50+ staff, seasonal

as well as full time new and returning staff for each functional

department of operations

. Achieved excellent employee retention with fewer staff turnover per

season.

Work Experience:

CTB McGraw Hill, Monterey Ca 93955

Group Leader/Supervisor/ Dept. Manager - May 1994- December 31/2008

Kelly Services/CTB McGraw Hill, Monterey, Ca 93955

Clerk II- January 2009 - April 2009

IKON/Agile1 onsite CTB McGraw Hill - Sept. 7.- Oct. 1, 2010 (temporary)

Education & Training, Certificates, Awards:

Shoreline Workforce Development Services Office Procedures/Accounting

1/2010 to 7/2010

BPM Certificate- Improve Quality Process for Vendor

BPM Certificate- Quality Data Project

Safety Recognition Award - 2006,2007,2008

Indian State Contract-ISTEP Team Achievement Award 2008

Frontline Leadership Completion- Certification of completion 3/1997

Certificate of Achievement for Services - 15 years

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