Customer Service Manager
Resume:
MARY AGBOVI
Hudson, OH *****
Phone: 270-***-**** email: *************@*******.***
www.linkedin.com/in/maryagbovi
QUALIFICATIONS
Creative problem-solver who applies strong organizational skills and
business knowledge to achieve improved results. Skilled in managing large,
complex projects and delivering results that achieve efficiency,
flexibility, and conformity with ultimately lower costs and greater
profitability.
Core competencies include:
Risk Assessment Process Improvement Regulatory Compliance
Recall Management Consumer Satisfaction Strategic Planning
Internal ISO9000 Auditor CPSC/CPSIA Compliance Product Liability
Prevention
EDUCATION
University of San Diego School of Business Administration, San Diego, CA
Master of Science - Global Leadership
Relevant Courses: International Comparative Management, International
Negotiations,
Organizational Theory, International Business
University of San Diego School of Business Administration, San Diego, CA
Certificate in Project Management
University of San Diego Ahlers Center for International Business, San
Diego, CA
Certificate in Global Strategy and Management
Murray State University, Murray, KY
Bachelor of Science - Criminal Justice
PROFESSIONAL EXPERIENCE
STEP2, Streetsboro, OH 2007 to 2010
Manager of Regulatory Compliance
Responsible for managing all Government and Consumer inquiries, recalls
and product safety issue. Reported directly to Step2 General Counsel and
CEO with accountability to limit product liability and increase product
safety.
. Appointed Recall Coordinator for all Step2 holding companies to handle
communication with governing agencies and all stakeholders during eleven
product recalls.
. Developed and implemented product recall procedures and protocols under
ISO9000 resulting in efficient risk management.
. Facilitated investigations concerning consumer complaints resulting
in minimized litigation, increased consumer satisfaction and improved
product design.
. Worked closely with attorneys and insurance providers to prevent and
limit claims, avoiding corporate fines and legal action.
. Participated in CPSC and ISO external audits resulting in ISO9000
certification for Step2
MARY AGBOVI PAGE 2
Previous roles within the company included:
Sales and Marketing Analyst for Step2 Direct
Responsible for financial analysis, forecasting and inventory management
under the VP of Internet Marketing and Sales at Step2
Customer Service Manager for Infantino located in San Diego, CA and
owned by Step2 Holdings
Handled all consumer inquiries, daily sales report and specialty orders for
the company
DEBT RELIEF NETWORK INC, San Diego, CA 2005 to
2006
Department Manager - Client Services
Full time position held while attending graduate school
. Initially hired as Customer Service Representative and was promoted
to Manager within 6 months due to exceptional work performance.
. Oversaw all aspects of the daily operations of Client Services
including management of 3 Customer Service Representatives, and ensured
satisfactory client relations for 1,200 accounts.
. Streamlined new client protocol including development of a
documentation checklist, ensuring client satisfaction and retention.
. Easily and effectively worked with a culturally and ethnically
diverse client base.
. Strengthened staff morale through improved organizational structure
including weekly staff meetings and team building opportunities.
"Mary is a respected, dependable and knowledgeable professional. Her
attitude is always positive and she has the uncanny ability to push without
shoving and to get vital answers from people who often do not want to give
them.
Robert MacKay
VP of Internet Marketing and Sales, Step 2 LLC
"Mary is direct and clear in her leadership style and is focused on the
development of direct reports Excellent at anticipating needs and
proactively planning ahead to avoid potential problems. One of her
strongest qualities is clear, open communication and feedback."
Wendy McLean
VP of Sales, Infantino LLC.
Contact this candidate