Customer Service Manager

REGINA M. WILSON-RUFFIN

**** ****** ***., **********, ** 45207

C: 513-***-**** *********@*****.***

SUMMARY

. Progressive career growth with 25+ years of administrative, office, and

operations career experience applied in fast paced, production /

warehousing environments.

. Proven Administrative / Coordinator skills and experience in Account

Management and Customer Service with attention to detail and problem

solving while working under deadline pressure.

. Computer / Systems skilled: MS Office (Word, Excel, Outlook, Explorer)

plus HP9000 Main Frame business systems used for high volume production,

distribution, inventory management

. Positive and effective leadership, communications and people skills

including being highly organized and quick-to-learn with proven

dependability working with limited supervision.

MACYS, INC./BLOOMINGDALES, MASON, Cincinnati, OH 2008 to PRESENT (part-

time)

Macy's, Inc., with corporate offices in Cincinnati and New York, is one of

the nation's premier retailers, with fiscal 2009 sales of $23.5 billion.

The company operates about 810 Macy's department stores & furniture

galleries in 45 states as well as macys.com. Bloomingdale's brand includes

40 stores in 12 states and bloomingdales.com. Macy's, Inc.'s diverse

workforce includes approximately 161,000 employees

Senior Associate

. Handles taking calls from customers for both Macys.com and

Bloomingdales.com.

. Solve the problems of the customers order if there is a concern.

. Help customers by placing their orders for them if they don't know how

or don't have access to a computer.

. Chat Live via online to customers who want answers right away.

. Macys has other call centers through out the United States. At the

call center in Mason our associates assist with answers to our outside

Philippines office which is call Convergys Support.

QUAD GRAPHICS (Formerly World Color), Lebanon, OH 1995 to 2010 (Plant

closure)

500+ employee / 280K sq. ft. division of the international commercial

printing company - This division produces short to medium run, business to

business (B2B), special interest and association publications and catalogs

for high profile publishers and retailers.

Customer Service Coordinator / Job Coordinator/Account Manager Assistant

. Key communications link and administrative support for the Customer

Service Representatives and the customers and all internal departments

requiring the ability to relay on the critical job / manufacturing

instructions from demanding customers to production leaders and

operators plus date-sensitive shipping and distribution details to the

shipping staff.

. Apply a thorough knowledge of manufacturing, estimating, contract

interpretation and billing and be a resource in addressing technical

questions and problem solving in all production areas.

. Organize, distribute and administer highly detailed and thoroughly

documented customer instructions while ensuring job-ticket accuracy.

Identify any inconsistencies or discrepancies and continuously monitor

quality.

. Accountable for billing accuracy and timeliness as well as identifying

any unique instructions to ensure all variations and specialized

customer-requests are billed properly and accurately.

REGINA M. WILSON-RUFFIN C: 513-***-**** *********@*****.***

Pg. 2 of 2

. Monitor the production and distribution process to ensure that the

customers' products are being assembled and distributed in accordance

with the customers' instructions.

. Maintain close working relationships with Account Managers, production

leaders, machine operators and assemblers. Monitor the customer's on-

site product inventory.

CINCINNATI STATE TECHNICAL COLLEGE, Cincinnati, OH 1993 to 1995

A public, two-year college under the authority of the Ohio Board of Regents

Clerical Assistant

. Secretarial duties plus manage office records, mailing lists,

administer surveys.

RAYMOND WALTERS COLLEGE, Blue Ash, OH 1991 to 1993

A regional campus of the University of Cincinnati with 60+ associate

degree and certificate programs.

Clerical Assistant (College Work Study)

. Secretarial duties plus peer counseling. Administer asset test.

Admit new students.

UNITED DAIRY FARMERS, Cincinnati, OH 1989 to 1990

Convenience stores / gas station retailers with 200 stores throughout OH,

KY and IN

Management Trainee

. Principal assistant to the store manager - assisting with store

management, cash control / counts / deposits plus inventory control,

ordering, stocking plus display set-up and promotions.

. Customer service, assist with staffing, training and recruitment plus

cashier duties.

MCDONALD'S, Cincinnati, OH 1980 to 1990

High profile fast food restaurant chain

Swing Manager

. Lead, train and direct a team of 21 front line workers ensuring prompt

customer service, store appearance, cash management, inventory control

plus payroll preparation.

EDUCATION & TRAINING

. Cincinnati Technical College, Cincinnati, OH

Major: Office Management, Minor: Executive Secretary

. Six Sigma & Lean Manufacturing / 5S Continuous Process Improvement

Training

. Scarlet Oaks Vocational School, Cincinnati, OH

Certificate: Word Processing

. Graduate / Diploma: Mount Healthy High School, Cincinnati, OH

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