Customer Service Manager

Michelle D. Wagner

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

Bangor, PA 18013

Phone: 484-***-**** E-Mail: ********@****.***

SUMMARY

Highly motivated experienced customer service/order fulfillment specialist

dedicated to excellent customer delivery. Ability to maintain a track

record of high quality standards. Strong attributes in effectively

managing increased responsibilities. Astute problem solver with a sense of

fulfilling the customers' needs. Core strengths include:

Management Microsoft Office

Data Entry Communication

Team Player Order Fulfillment/Call Center

Strong Customer Service Training

Collections Clerical

PROFESSIONAL EXPERIENCE

VF CORPORATION, Easton, PA 2008 - 2010

Customer Service Manager

Supervised and trained 8 customer service representatives to meet all

standards and qualifications. Held weekly meetings, processed payroll and

interviewed potential employees. Handled customer complaints quickly and

amiably. Responsible for all daily reporting which included EDI

(Electronic Data Interchange).

. Implemented the internet ordering program B2B (Business to Business)

which reduced customer calls by 40% in a 3-month period

. Part of team that received a 2010 Excellence Award for implementing

comprehensive planning to enhance the business' customer focus

. Effectively responded to all incoming consumer e-mails with immediate

resolution

. Ensured service levels and quality standards were met by monitoring daily

phone logs for response times and quality, and initiated corrective

actions as needed

MAJESTIC ATHLETIC WEAR/DIVISION OF VF IMAGEWARE, Bangor, PA 2006 - 2008

Assistant Customer Service Manager

Ability to guide the department in the absence of the manager without any

delay in customer satisfaction. Continuously supported the staff to set

direction for the customer business day to day. Assisted staff with

organized work assignments ensuring effective time management.

. Developed strength and relationship with Major Accounts

. Negotiated chargeback reversals which lead to reversed payment for 2 out

of every 5 customers

. Decided to help out on the phones and with customer service paperwork

which reduced overtime by 15 hours

MAJESTIC ATHLETIC WEAR, LTD, Bangor, PA 1995 - 2006

Customer Service Representative

Expedited the processing of customer service paperwork, data entry,

answering phones and handled all claims and tracking of packages. Created

excellent relationships and had a great customer experience through strong

intervention with the Sales Managers. Responsible for answering 50-125

calls per day.

. Recipient of Customer Service Appreciation Award for strong customer

service skills and excellent performance

. Created a manual of customer service functions

. Responsible for getting $50,000 in charge backs reversed for payment

. Trained and implemented training procedures for new individuals within

the department creating excellent employee retention

EDUCATION

Pleasant Valley High School/Honor Student of Business Education

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