Customer Service Sales

Shafiur Rahman

** *********, ******** *****, ** *2610

949-***-**** ? 949-***-**** ( *******@*******.***

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Dynamic Customer Service and Service Operations Manager

Work Location Preference: Orange County, California

Dynamic, self-motivated, and proactive Customer Service Manager, with

extensive experience in customer service/support and service operations

management. Highly skilled in training and management of customer

service/support representatives. Knowledgeable in all aspects of call

center management. Adept at developing and implementing policies and

procedures. Proven ability to lead and direct multiple business groups.

Dedication to highest levels of customer satisfaction. Outstanding

presentation, motivation, and communication skills. Results-driven,

solutions-focused, and committed to generating profitability and corporate

growth within the organization.

V Effective negotiator with customers and vendors at all levels including

top-level executives.

V Ensures that available resources are maximized to meet department and

company objectives, increase service revenue, and reduce operating cost

without compromising the delivery of quality service or the

profitability of the company.

V Familiar with Pivotal CRM, SYSPRO ERP, QuickBooks, and Microsoft Office

Suite.

V Advanced ability in managing a large staff from all levels of business

functions, including a nationwide pool of subcontractors,

administrative and technical staff, as well as call center

representatives.

V Successfully managed an annual service and operating budget, and had a

service contract renewal rating of 89 percent.

Customer Service Organization Systematic Training

Leadership Vendor and Client Relations Process Improvement

Program & Resource Management P&L and Budget Management Motivation

Manager, Customer Service & Support

BH North America Corporation ? Foothill Ranch, CA

2009-Present

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< Act as single point of contact for all problems in the field,

aggressively purse root cause of service failures; communicate

regularly to the VP.

< Monitor, establish, and maintain strong vendor relations with local

and national providers.

< Drive a positive work environment that challenges employees and

promotes professional growth and development.

< Establish metrics to monitor staffing levels, expenses, inventory,

incoming and outgoing calls to ensure maximum performance.

< Implement protocols that increases performance, reduces operating

cost, and increases revenue while working closely with sales and

operations managers.

< Coordinate skills training and utilization of all support tools

including CRM, defect tracking and ACD.

< Administered performance management by diagnosing improvement

opportunities, providing effective feedback, coaching, training,

professional development, and corrective action plans.

Accomplishments:

> Streamlined and improved efficiency of employees through the

development and implementation of the Quality Assurance and

Service Training Programs by collaborating with other department

managers in analyzing their processes and procedures.

> Designed and developed training programs and performance

objectives specific to Technical Support/Call Center Staff,

Sales Administration, Service and Operations Staff.

> Increased customer retention by 50% thus securing repeat

business of $5 million.

Shafiur Rahman

52 Fairfield, Foothill Ranch, CA 92610

949-***-**** ? 949-***-**** ( *******@*******.***

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Manager, Global Customer Care & Sales Administration

Star Trac ? Irvine, CA

2002-

2009

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< Ensured compliance with administration policies and accuracy of

expenses by monitoring the daily operations of the Customer Care

Department.

< Successfully executed new/revised quality programs, which allowed

better identification of trends, reduction in rework, and improved

internal and external customer satisfaction.

< Monitor, establish, and maintain strong vendor relations with local

and national providers.

< Met standard call center performance metrics including call center and

email service levels, staffing and budget targets.

< Drive a positive work environment that challenges employees and

promotes professional growth and development.

< Kept apprised of products, services, and promotions.

< Consulted with sales, technical, shipping, and administrative staff

and telephoned, emailed or wrote letters to answer and advise

customers of order status, complaints, etc.

Accomplishments:

> Assisted in sales increase from $55M to $160M by merging

Customer Care and Sales Admin departments in to Customer

Care/Sales Administration department. This merger improved

customer service and order processing timeframes which allowed

sales to focus on production.

> Reduced staff turnover to less than 1% resulting in improved

morale and reduction of recruiting costs.

> Lead efficiency improvements and cost reductions through

strategic decisions and efficient restructuring.

Customer Service and Support Supervisor

Sage Company, Inc. ? Irvine, CA

1999-2002

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< Dealt with customer service concerns and complaints, by phone and in-

person.

< Worked with new customers in the development of new accounts and the

implementation of new systems.

< Interacted with various departments throughout the company.

< Generated repeat business through successful client follow-up.

< Conferred with customers by telephone and in person in order to

provide information about products and services, to take orders and

cancel accounts, and to obtain details of complaints.

< Calculated and compiled order-related statistics, and prepared reports

for management.

Accomplishments:

> Presented with "Outstanding Service" award for dealing with

customer complaints successfully.

> Developed customer satisfaction survey that enabled us to

improve service and increase patronage by 95%.

Pending - Bachelor of Business Administration ? Irvine Valley College

Studying Sarbanes Oxley (SOX) and COSO Framework

Pending - Certification in Control Self Assessment (CCSA) ? Institute of

Internal Auditors (IIA)

Pending - Green and Black Belt Lean Six-Sigma Certifications ? University

of California Irvine

Please view my LinkedIn Profile for more information and references.

http://www.linkedin.com/in/shafiurrahman

Qualifications Summary

Areas of Expertise

Professional Experience

Education

Professional Trainings and Certifications

References

Contact this candidate