Customer Service Manager
Resume:
DORIS M. RICHBURG (SHELLEY)
Uniondale, New York 11553
abmq6z@r.postjobfree.com
SUMMARY
Management Professional with over 20 years experience ensuring quality
customer service, retention and satisfaction. Recognized for ability to
deal with irate customers, provide quick responses and meet client needs
and required specifications. A person that is detail-oriented and able to
manage multiple assignments simultaneously. As well as a successful coach
who motivates others to deliver exceptional service.
PROFESSIONAL EXPERIENCE
WANG'S ALLIANCE CORP. W.A.C. LIGHTING, Garden City, NY 2008-
2009
Order Processing Supervisor
Trained and inspired a team of (8) representatives on how to build an
effective team and deliver outstanding service, responsible for all aspects
of order entry and order processing all contract orders for the customer
accounts. Ensuring all invoices get sent to customers once orders have
shipped.
. Monitor performance of the Order Entry team to identify key error areas
and worked with team to correct the key mistakes that guaranteed a 99%
order accuracy rate.
. Resolve customer complaints either by phone or mail.
. Prepare and analyze reports for Upper Management to identify the trends
within department and provide input on ways to improve processes.
. Supervise, manage scheduling and daily activities for the team as well as
provide operational support.
. Act as a liaison between other departments to track work in progress, to
streamline processes and establish procedures to ensure
consistently meeting or exceeding customer expectations.
. Implement an electronic invoice program that enabled customers to receive
invoices via email which eliminated the manual process previously done by
the company.
DOVER PUBLICATIONS, (Div. of Courier Corporation), Mineola, NY
2006-2008
Account Manager, Tier 1 Clients
Responsible for all aspects of customer service for the entire high end
customer accounts. Provide excellent product and data information and
service to customers.
. Contacted all assigned customers on a regular basis to inquire on
inventory status, new developments or changes to their business,
marketing and competitive information.
. Maintained all pertinent customer information via computer, including
documenting regularly scheduled sales calls, meetings, notes, key
contacts, pricing agreements, proposals and historical buying
information.
. Consulted with customers and assist in overcoming business problems they
face. Process inquiries and order requests received via telephone, e-mail
and facsimile in a timely and efficient manner.
. Managed day-to-day relationship with existing accounts by developing a
high value-add relationship with buyers via phone, email, personal
visits, through all phases of their orders.
DORIS M. RICHBURG
PAGE 2
THOMSON INDUSTRIES, (Div. of DanaherMotion), Port Washington, NY
1988-2005
Customer Support Supervisor (2002-2005)
Supervised a team of employees and coordinated with Customer Support
Supervisors at 6 other locations on Key Performance Indicators. Handled
escalation calls and managed overflow of calls during peak activity.
. Ensured adequate phone coverage on incoming calls supporting 90%
accessibility to customers and allowing for first call resolution with
most phone calls.
. Created department standards and promoted efficient resolution to
customer inquiries restoring credibility to the organization's service
ability.
. Coached, motivated and mentored Customer Service Representatives building
an effective team and ensuring exceptional service to the customer base.
. Monitored customer calls to develop professional phone skills and
etiquette of Customer Service Representatives maintaining quality
service.
. Instrumental in creating and implementing global corporate-wide
expediting system still used today.
Supervisor, Customer Service for West Coast Region (2001-2002)
Managed and maintained service for the West Region, an inside sales
territory worth $2,500,000.
. Trained and motivated eight inside sales employees delivering exceptional
customer service.
. Updated departmental work instructions to maintain QS9000 Certification.
. Conducted customer surveys on branch satisfaction and process
improvements.
Supervisor, Customer Service for 60 Case Shafting (2000-2001)
Supervised 12 Customer Service Representatives for the 60 Case Shafting
Group.
. Created and implemented expediting data base for order follow-up on 60
Case products.
. Developed training programs providing service enhancements.
. Managed and maintained E-Com, EDI and other specialized order entry
processes.
. Communicated effectively with over 1200 Customers and Distributors.
. Participate in the review process; make recommendations on disciplinary
actions, promotions and transfers; Interview new hires, participate in
the hiring decision.
Customer Relations Specialist (1995-2000)
Provided extensive product knowledge to calls from Customers and
Distributors unfamiliar with the Thomson line of products, these calls
resulted in orders being placed with the company.
. Recognized as "Go To" person displaying quality leadership and ensuring
timely and accurate paperwork flow to various departments within the
organization.
. Fielded incoming inquires, updated and established new customer accounts.
. Selected to interview potential new hires.
. Orchestrated dialogue between Production Inventory Control and customers
of two facilities.
. Assisted Operations Manager of Linear Motions Systems Division on day-to-
day business orders.
DORIS M. RICHBURG
PAGE 3
EDUCATION
Psychology, Morgan State University, Baltimore, MD
PROFESSIONAL DEVELOPMENT
Certificate in Business Management, Long Island On-Site Management Program
at Thomson Industries
AWARDS
Customer Service Representative of the Year Award (3) Consecutive Years
TECHNICAL SKILLS
Proficient in SAP R/3 (Super User), Microsoft Word, Excel, Access, ME, and
XP, Outlook and GroupWise, AS400, Inovisworks, EDI, TA100 PRO
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