Customer Service Manager
Resume:
Roxanne Middleton
Fort Wayne, IN 46819
abk1yf@r.postjobfree.com
I am seeking a challenging position with a progressive organization; where acquired
skills and abilities will provide an opportunity for growth. My expertise and greatest
strengths are in Customer Service/Call Center, Dispatch, Reception and Administrative
Support. I have been involved in the start up of two successful call centers (Pepsi and
Sirva, Inc) and have headed up pilot programs within the companies between 2002-2007.
Skills
Proficient in: Windows, Word, Excel, CMS, CoFEE, Sistrs Imaging Suite, spreadsheets,
logistics software, Internet, and various industry specific software.
12/22/09-03/27/2009
Verizon Temporary Employee
Fort Wayne IN
Quality Inspector
Responsible to process 150 minimum DVR units daily inspect, pack and ship. Personal
average is 260 units daily. Job contract has been estimated by Verizon to end 04/09.
06/02/08-10/01/2008
Goodwill of NorthEast Indiana
Fort Wayne, IN 46805
Store Manager
Responsible for all daily store operations, sales, customer service, production,
scheduling, shipping and receiving of goods. Performing daily requirements of
scheduling, payroll, supervising & motivating 13 employees, as well as reviews and
disciplinary procedures.Responsible for cash and banking, daily, weekly & monthly sales
reports, advertising and inventories. Ongoing daily communications with home office and
plant/warehouse.. Also responsible to hold monthly meetings and maintain facilities.
01/25/2008- 06/01/08
C&J Express
Fort Wayne, IN 46807
Store Manager
I rentered retail into a challenging position, managing several
departments including customer service.
I was responsible for ordering, receiving, merchandising,
supervising staff, implementing floor plans,
cost control, pricing evaluations and quality control.
Responsible for the supervision and work assignments for
hourly employees. General duties such as assisting
butcher and office clerks as needed, as well as with
customer service issues.Over seeing all store maintenance.
03/2005 - 08/2007
Sirva, Inc.
Fort Wayne, IN 46808
Claims Administrator/Call Center Associate
Started with Sirva in the call center handling 90% outbound
calls 10% inbound, exceeded goals with ease.
Was soon assigned to pilot the Small Shipment program for
the Small Shipment Division. Then promoted to the Claims
Department in 04/06.Job duties were to receive, input,
image and assigned all received claims forms.
To direct interdepartmental calls and to assist the
customer with the claims process.
Also assisting claims officers with government claims and general office duties.
06/2002 - 07/2004
Pepsi
Fort Wayne, IN 46809
Call Center Dispatch/Customer Service
Personally responsible for handling 200 plus inbound calls
from the customer for service daily.
Dispatched technicians electronically and with Nextel
phones. Was responsible for the start up and training of
individuals for weekend service at the Fort Wayne Centralized Dispatch..
09/1999 - 06/2002
National Serv-All
Fort Wayne, IN 46819
Dispatch Operator/Customer Service Generated and assigned routes for 48 "Roll-Off"
drivers
daily. Keeping close contact with customer, driver and home
office throughout workday to implement any changes..
Also assisted in the Customer Service
Department taking inbound calls for service and billing.
EDUCATION
01/1991
Ivy Technical State College
Fort Wayne, IN
Marketing & Business Administration
.
CERTIFICATIONS
Ethics & Compliance/Information Security
Internal Customer/External Customer Service
Negotiations
Valuing Team Diversity
Techniques for Time management
Communication Skills for the Workplace
Business Etiquette
Handling Phone Calls with Professionalism
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