Customer Service Manager
Resume:
JANE ROSS
Fontana, California 92336
phone: 334-***-****
email: abk9jy@r.postjobfree.com
OBJECTIVE
Seeking a responsible position where I can contribute significantly to the
organization and bring every skill and training experience in my tool kit
to consistently exceed expectations and performance goals.
SUMMARY
Experienced customer service professional. Highly organized office manager
with proven supervisory and team-building skills who multitasks and adapts
to a changing environment. Relates and works effectively with all levels of
stakeholders within culturally diverse backgrounds. Seeks out and readily
assumes additional responsibilities to reduce the workload of supervisors
and staff. Welcomes challenges and growth opportunities.
PROFESSIONAL EXPERIENCE OVERVIEW
Proactive customer advocate
Quick application of new concepts and training
Prospect customers via telemarketing and direct mail
Acutely aware of deadlines and plans accordingly to meet them
Community relationship builder
Experienced business trainer
Responsibility for general ledger, accounts receivable/payable
Payroll & timekeeping
Checking account reconciliation
Proven supervisory and team-building skills
Effective delegator
Reliable budget development, tracking and cost analyses
Quotations, proposals & contract generation
Editing and design skills
Dispatching, claims & insurance
Specification & standards review & development
Monitors policy & procedures and apprises staff of change directives
Procurement of inventory, office supplies, equipment and services
Shifts workloads to accommodate demand, ensuring cross-training and staff
skill development
DETAILED EMPLOYMENT HISTORY
Operations Manager
Mountain Trail Industries, Inc. (transportation freight brokerage)
March 2004 - December 2008
Responsible for freight coordination of Caterpillar generators and marine
engines and Olympic and Greenleaf balers (cardboard crushers and roll-off
balers) throughout the United States and Canada. Load planning of flatbed,
dry van, step deck, LTL, and full load movements in conformance with DOT
weight distribution/measurement requirements. Provided freight rating and
quotes to shippers and generated contracts with truckers and manufacturers.
Obtained permits for all excess height, weight and width loads. Dispatched
and routed drivers, and verified driver locations daily, rerouting as
required. Managed freight claims department, maintaining excellent working
relationships with customers and insurance companies. Verified carrier
insurance (workers' compensation and liability) coverage. Provided superior
customer support during both regular operating hours and off hours. Trained
5 new dispatching employees. Identified, developed and coordinated the
implementation of a new protective tie-down procedure for Caterpillar
generators. Worked with the vendor and trained carriers, providing flyer
and checklist to prevent damage when securing load or in transit, resulting
in more than 50% savings in freight claims.
Office Manager
Zeffery's Ltd. Custom Cabinets (supplier for home builders such as
Brookfield, KB Homes, etc.)
January 1999 - February 2004
Served as a Jill-of-all-trades across multiple departments and roles:
Accounting: accounts payable/ receivable, cash receipts, prepared payroll
and interfaced with accountant for payment of quarterly taxes, and
maintained checking accounts and general ledger. Purchasing: obtained
shop materials, lumber, hardware and custom glass. Sales: reviewed bid
information, issued quotations, proposals and contracts.
Production/Quality Control: worked closely with custom home builders,
designers and site managers regarding scheduling of installs. Oversaw
production and quality control of an eight-man cabinet shop and five
company installers of finished product, as well as paint shop scheduling.
Customer Service: Worked closely with customers in design of custom
cabinetry and identified opportunities for sales retention, developing line
drawings with front/side views and custom measurements. Ensured customer
satisfaction at signoff and final walkthrough. Instrumental in development
of product specifications and standards for all production phases:
unfinished, finished and post-install. Served as Corporate Secretary.
Operations Supervisor
Foothill Independent Bank (bought out by Pacific Western Bank)
July 1991 - November 1998
Responsible for overseeing inside and drive-up teller lines, cash ordering
and drawer balancing, daily auditing, data input of new accounts, NSF
reporting, employee evaluations, customer relations, and sales retention.
Supervised up to eight employees. Opened the Corona and Chino branch
offices and coordinated a direct mail campaign to generate neighborhood
interest. Recipient of the bank's Exceptional Customer Service Award in
1994 and received hundreds of letters of recommendation and kudos from
customers. Wrote a monthly customer service column for the company
newsletter.
Branch Manager
Southwest Savings and Loan (bought out by Security Pacific Bank)
June 1976 - November 1987
Began as a teller and progressed through positions of vault teller, new
accounts, teller supervisor, and operations officer to Branch Manager.
Responsible for new business development and establishing and fostering
business and personal relationships within the local community. Innovator
in targeting community relationship development, having begun novel
outreach programs adopting local elementary schools where we provided
advertising tie-ins (coin holders, savings bonds, prizes, balloons) with
community events (tours of the bank, art competitions, Halloween costume
party, Rose Parade contests, etc.). Assisted parents in establishing
checking/ savings accounts and college funds for their children. Bank
employees attended child recognition events at local schools and publicity
photos documented the success. Over 50% of new business was attributed to
these efforts.
EDUCATION
Chaffey College, Rancho Cucamonga
Management Training Courses:
-Time Management
-Customer Relations
-Sales Training
-CSR Training
-Numerous Motivational Seminars
Upland High School, Upland, California
Certifications:
Previously Bonded
TECHNICAL
Software:
Microsoft Excel
Word Perfect
Quick Books
Internet & VPN (Currently learning Office suite software: Word, PowerPoint,
Access, Outlook, Publisher)
DAT (online subscription trucking program to identify truck availability
across the country; used for optimizing freight loads and backhauls)
Skill Set:
Typing/Data entry
REFERENCES
George Langley
Current Board Member, Pacific Western Bank
(Formerly President of Foothill Independent Bank)
Jeff Smith
Supervisor/Owner, Mountain Trail Industries, Inc.
Pauline Rosa
Coworker, Foothill Independent Bank
John Michler
Personal Reference, El Monte School District (retired)
PERSONAL HALLMARKS
Detail-Oriented, Loyal, Honest, Responsible, Reliable, Innovative, Self-
Motivated
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