Customer Service Manager

Terra Descoteaux

419-***-**** Cellular

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

Objective

A rewarding position in a company where my skills and abilities will

be utilized efficiently and effectively to attain maximum customer

satisfaction.

Employment

New Chapter, Inc.

Customer Service Representative, February 2010-July 2010

> Provide world-class Customer Service to a valued client base.

> Provide support to clients through proactive telephone response, order

entry and communication interdepartmentally on issues

> Enter and check orders received via phone, fax and email.

> Assist with diagnosis and resolution of a variety of diverse and

difficult client problems.

> Represent the company as an escalated point of contact for questions

or problems.

> Demonstrate a working knowledge of Navision, and be able to accurately

enter orders, review orders and look at information to respond to

client inquiries.

> Promptly return calls and resolve order issues while building client

relationships with every client contact.

> Coordinate the efforts of others in the organization to achieve client

satisfaction.

> Excellent communication skills and a acute attention to detail.

ES3, LLC

Senior Account Manager, August 2006-June 2009

> Establish and build strong client relationships over time that allow

for continuity and ongoing representation reinforced by Business

Development, Operations, and Customer Service and communicate to other

relevant company functions/ divisions.

> Establish and maintain major account relationships and meet corporate

goals and objectives within the full line of products or combination

of services.

> Participate with other senior level management and executives in

development of project planning and help identify target opportunities

within the framework of the organization-wide strategy.

> Lead special projects/ programs as needed, such as training or

communications sessions within or outside the company.

> Responsible for working with clients and IT to identify how existing,

new and emerging technologies can be applied to support the business.

Involvement includes scope, spec, and integration testing.

> Pursued business development opportunities for existing and potential

customers.

> Responsible for managing both parties to the terms of the contract

including rate increases, negotiations and key performance measures.

> Independently prepare presentations and proposals to ensure successful

outcome of transactions.

ES3, LLC

Customer Service Manager, July 2004-August 2006

Customer Service Team Leader, May 2004-July 2004

Customer Service Representative, Aug. 2003-May 2004

> Day-to-Day customer interface to facilitate problem resolution.

> Manage daily organization as associated with a team of seven

employees, including but not limited to annual reviews, attendance

monitoring, employee mentoring, disciplinary discussions and

evaluations, new hires and terminations.

> Organize and communicate product inspections to 6 facilities as per

manufacturer direction as disposition for National/Quality product

holds and recalls.

> Interact closely with manufacturers, facility managers, DRP Manager

and Inventory Control to unravel and resolve inventory discrepancies

and inaccurate receiving/shipping adjustments.

> Provide in depth, on site training for Pittsburgh Customer

Service/Transportation employees with specific focus on communication,

organization, and team oriented efficiency in addition to detailed

instruction as to the workings of WMS and ES3 Reports.

> Participate on all manufacturers IR Conference Calls as the Customer

Service spokesperson. Hosted said IR Calls in Account Management

absence.

> Knowledgeable on all associated systems and processes within ES3 and

Customer Systems, i.e.: BPCS and SAP.

> Proactive management style to anticipate customers needs.

Horizon Dental Associates

General and Surgical Periodontal Dental Assistant, Sept. 2001-July

2003

Treatment Coordinator, Feb. 2003-June 2003, position eliminated

> Prepare for and evaluate each procedure.

> Expose, develop and mount X-rays as a certified Dental Radiologist.

> Perform all necessary laboratory responsibilities including alginate

impressions, cast preparation and shipment for crown, bridge and

denture appliances.

> Prepare sterile, surgical field for all periodontal surgeries

including placement of dental implants, bone grafting and guided

tissue regeneration.

> Compiled, recorded and submitted patient treatment plans to

appropriate insurance companies.

> Created and maintained Microsoft Excel Database tracking and

organizing treatment plans, missed appointments, new patients and

waiting list for prophy recall patients.

> Created and distributed new patient welcome letters.

Vermont Yankee Nuclear Power Corporation via GTS/Duratek

Technical Support Event Report Administrative Clerk, Feb. 2000-Jan.

2001

1 year contractual position

> Responsible for control and administration of Event Report Database.

> Member of Technical Support Continuous Process Improvement (CPI) Team

that eliminated redundant and unnecessary document distribution.

> Assisted in compilation of various studies related to plant risk and

risk informed decision making for use by Major Management Directed

Initiative (MMDI) associated with improving personnel knowledge and

consideration of risk.

Hotel Pharmacy

Accounts Receivable Specialist, Sept. 1998-Oct. 1999

> Collection of negligent accounts with court appearances as necessary.

> Management of personal charge accounts involving monthly balancing and

daily maintenance of incoming account payments.

> Assisted in correlation of insurance accounts and monitoring of

patient coverage.

West River Marina Restaurant

Waitperson and Manager, Jan. 1997-Oct. 2001

> Supervision of all floor employees (i.e. wait staff, host people,

bartenders, etc.)

> Collaboration of special events and participation in daily

maneuverings as associated with a fast-paced restaurant environment.

Education

Brattleboro Union High School

1993 Graduate

> 1992 Recipient of Governors' Institute of the Arts Scholarship.

> 1993 Varsity Soccer Captain

> 1993 Recipient of Wayne E. Colburn Memorial Trophy for excellence in

soccer and team motivation.

> 1993 recognized for outstanding achievement in Latin.

Boston University Goldman School of Dental Medicine

Oct. 1999

> received Dental Radiology Certification

Skills

> Proficient with Microsoft Word, Excel, Outlook, Project, Power Point,

Acumen and Navision.

> Advanced knowledge of specific computer applications as related to the

pharmaceutical, publishing and dental industry as well as database

programs currently being utilized at Vermont Yankee/Entergy Nuclear.

> In depth knowledge of ES3 WMS and Reports applications in addition to

the fundamental workings of Lean Logistics.

> Self taught Pastry Chef of 13 years with a loyal clientele seeking

cakes, tortes, pies and pastries for all occasions. Specializing in

wedding cakes and other special event dessert requests. References

and photographs available.

Contact this candidate