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Customer Service Manager

Uniondale, New York, 11553, United States
May 27, 2010

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***** M. ******** (SHELLEY)

*** ****** ***

Uniondale, New York 11553

(516) ***-****



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.




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


. 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


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


. 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.

***** M. ********


(516) ***-****

THOMSON INDUSTRIES, (Div. of DanaherMotion), Port Washington, NY


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


. 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


. 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


Supervisor, Customer Service for 60 Case Shafting (2000-2001)

Supervised 12 Customer Service Representatives for the 60 Case Shafting


. 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


. 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


. 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.

***** M. ********


(516) ***-****


Psychology, Morgan State University, Baltimore, MD


Certificate in Business Management, Long Island On-Site Management Program

at Thomson Industries


Customer Service Representative of the Year Award (3) Consecutive Years


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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