Customer Service Sales
Resume:
Robyn Damato
Wheeling, Illinois 60090
Cell: 847-***-****
********@*******.***
SUMMARY
Customer Service professional with 23+ years experience as Portfolio
Supervisor and customer Service Management in fast paced, high volume
environment, achieving business financial goals. Organized, flexible and
detail oriented team player. Proactive, highly motivated with strong
customer service and portfolio orientation. Fast learner with a wide range
of practical skills incorporated in areas beyond the scope of job
assignment. Training, coaching, and developing staff.
PROFESSIONAL EXPERIENCE
American Hotel Register, Vernon Hills, Illinois
February 2008 to February 2009
Operations Support Manager
Responsible for a call center of 33 employees', including Healthcare and
Government departments. Provided first class customer service. Managed,
measured and monitored data for providing forecast trends in phone
coverage, errors and order entry rates.
. Hired, developed and managed a team of 33 customer service
representatives responsible for Customer Service, Order Entry, and
improving claims/write off's.
. Developed a "Training Matrix" for employees in order to ensure
complete training coverage.
. Standardized procedures across departments.
. Established clear fiscal goals and business objectives for direct
reports.
. Managed expense budget for the department.
. Team leader for integration of a new phone system; Interactive
Intelligence. Implemented training and utilization of the system
allowing:
. ACD Multimedia Queuing
. Outbound dialing
. Workforce Management
. Quality Monitoring
. Recording and Tracking
. Supervision and system monitoring
. Remote agent capabilities
. Increased Sourced order dollars entered by 14%.
. Increased average order size by an average of 7% by training reps to
up sell.
. Improved customer satisfaction:
. Decreased average speed of answer by 34 seconds.
. Decreased abandonment rate by 2.25%.
. Increased total service factor by 15%.
. Created reporting and tracked cost percent to sales and customer
return errors, leading to an 11.38% of after sales inquires.
. Created TOP DOG reports (data mining system) to track errors, number
of orders entered, and net bookings.
. Managed customer and sales databases utilizing OPAL and Pivotal.
. Managed and trained 2 outsourced customer service reps.
Buehler Ltd, Lake Bluff, Illinois March 2006 to September 2007
Customer Service Manager
Ensured 97% order entry accuracy while maintaining call answer speed of ?20
seconds. Provided first class customer service while supporting 18 Sales
Engineers. Measured and monitored data in order to forecast trends in phone
coverage, errors and order entry rates.
Robyn Damato, page 2
. Hired, managed and provided continuous development training of team of
9 customer service reps, and 1 offshore order entry rep.
. Handled international distributors, while maintaining export
compliancy.
. Monitored and maintained sufficient phone coverage throughout the day,
including the peak call times.
. Developed a "Training Matrix" for employees to ensure complete
training across the board.
. Assess training/development needs, and evaluate performances in order
to establish merit pay increase.
. Updated ISO procedures in support of ISO 9001 certificate, supporting
use of new ERP system.
. Reduced order entry errors by 18% within 1.5 years.
. Team member that established a "Customer Complaint" database in order
to measure quality and improving processes.
. Tracked and monitored quality issues in all departments, for procedure
improvements.
. Improved call answer speed from >50 seconds to an average of 17
seconds.
. Held bi-weekly meetings to discuss new procedures, products, product
training, and review existing procedures.
. Resolved all escalated customer issues as well as front line sales
issues.
ONEAC CORPORATION, Libertyville, Illinois November 2003
to February 2006
Customer Service Manager
Ensured 98% order entry accuracy. Provided first class customer service
while supporting a sales force of 18. Monitored, measured and reported by
product inventory status to order rate and forecasted for products and
accessories.
. Hired, managed and provided continuous development training to a team
of three customer service representatives, responsible for Customer
Service, Equipment Order Entry, parts support and internal customer
support for all departments.
. Developed a "Training Matrix" for employees in order to ensure
complete training coverage.
. Assessed training/development needs, and evaluated performance in
order to establish merit pay increase.
. Reduced order entry errors by 17% within the first year.
. Team member of ISO 9001 certification, created work instructions for
the department.
. Resolved escalated customer issues as well as front line sales
issues.
. Continuously updated and created training procedures to increase
product "up selling" to our customers.
. Tracked all Evaluation and Demo orders to ensure the product is
either returned or purchased.
. Collaborated with shipping and QC manager to improve processes where
needed.
EDUCATION
Business Coursework, Harper College, Palatine, Illinois
Harper College - Currently pursuing an A.A in Business
SPECIAL SKILLS / PROFESSIONAL DEVELOPMENT
ITW - Online e-learning workshops - 80/20, PLS, USa, Inlining & MRD
Team Leadership Skills - Diversity Workshop Seminar
American Management Association - Front Line Management Seminars
Communispond, Inc. - "How To" Conduct Quality Interviews
Skillpath - Collection Technique, Customer Service and Anger Diffusion
Seminars
University of Wisconsin - Madison Finance and Accounting for Nonfinancial
Executives
TECHNICAL SKILLS
Oracle, AS400, J.D. Edwards, SAP, Microsoft Word, Excel, Power Point,
Outlook, TASKE, Mapics, OPAL, Pivotal, Interactive Intelligence, Workforce
Management, Top Dog Data Mining Software, Kronos Timekeeping System
Contact this candidate