Customer Service Management

Paddy Johnson

*** ******* ***, ***** *****, NJ **073 . 201-***-**** .

*********@*****.***

Qualifications Profile

Analytical and skilled Customer Service Supervisor with extensive

experience in all facets of customer care service, staff supervision,

administration and cost containment.

. Fully committed to providing the highest possible standards of

customer service and support.

. Highly adept in managing customer care team in completing daily job

responsibilities.

. Proven success streamlining administrative processes and enhancing

operational efficiency levels due to implementations of new standard

operating procedures.

. Instrumental in increasing customer retention within highly

competitive markets.

. Excellent interpersonal skills with the ability to foster close

working relationships with all team members.

. People oriented, enjoy working directly with customers and general

public.

. Comprehensive background in database management, spreadsheet

development, data entry, file maintenance and records management,

quick books, etc

Professional Experience

BoConcept, Bayonne, NJ

Customer Service Supervisor, March 2005 - Present

. Played key role in increasing customer satisfaction levels by

providing top-notch service. (return calls in timely manner, ensure

follow up delivery calls are done etc)

. Handles all escalated issues, track issues and close in a timely

manner. Ensure apology cards/ letters are sent to customers when

necessary.

. Led efforts to increase productivity by eliminating a high turn over

rate of customer service representatives thus stabilized the

department.

. Spearheaded training initiatives to empower staff and optimize team

functioning.

. Implement the Return Authorization Form which effectively tracks

returns and cancellations.

. Assist in implementing the bar coding system and cross docking of

merchandise.

. Create all necessary reports and management.

. Conduct morning meeting with customer service team.

. Nominated for employee of the month twice in 2007.

Basics Furniture Inc., New York, NY

Account Manager, Jan. 2000 - March 2005

. Liaison between customer service department and Delivery Company.

. Schedule deliveries and reconfirm with customers.

. Provide CFC tracking information to end consumer.

. Follow up with open and unresolved delivery issues.

. Check and return all voice mails and emails within 24 hrs.

. Run purchase order reports weekly and submit to respective suppliers.

. Resolve any issues regarding sales or purchase orders.

. Track delivery weekly and run monthly reports.

Central Bank of Guyana, Georgetown.

Executive Assistant, March 1996 - July 1999.

. Demonstrate capacity to provide comprehensive support to executive

level staff.

. Excel at coordinating travel arrangements, scheduling appointment and

managing all essential tasks.

. Maintain administrative processes that reduce redundancy, improve

accuracy and achieve organizational objectives.

. Proven track record of reporting and completing tasks in a timely

manner.

. Reduce company travel expense by $20,000 with the first year by

identifying cost

effective flights and hotels and negotiating contracts.

. Maintain in office calendar, keeping track of schedules and

appointments.

. Preparing meeting agenda and carefully monitor all action items.

. Prepare correspondences and reports format, edit and type a verity of

documents.

Education

A.A Business Management - Manhattan Community College (2004)

A.A Business Economics - Shivita's Business College (1996)

SKILL

Profit Management, Microsoft word, Excel, Power Point, Microsoft

Dynamics Axapta, and Rumba (AS400). Excellent at multi task.

Contact this candidate