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Customer Service Manager

Miami, Florida, 33155, United States
May 29, 2010

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**** ** **** ****** *****, Florida 33155

Phone: 305-***-**** Mobile: 305-***-****



FINE ART LAMPS, Miami Lakes, Florida

April 2004-Present

Account Services Manager (Customer Service).

Provided leadership and direction by coordinating departmental daily

activities. Resolved escalated customer service issues and promoted sales

initiatives. Acted as liaison between customer service, manufacturing,

credit and sales.

. Managed and provided supervision of the activities for all export

accounts and domestic accounts, including communicating with freight

forwarders and presenting letters of credit.

. Provided continual evaluation of processes and procedures.

. Insured employees had appropriate training and other resources to perform

their jobs.

. Managed key accounts' contract and export book of business.

. Maintained and developed favorable business relations with our customers

from Latin America, Europe and Asia. Issued quotes, processed orders and

acted as the liaison between the company and the customer.

. Project management.

. Built and maintained excellent interpersonal relationships and performed

account receivables functions including collections, reconciliations,

adjustments and refunds. Audited delinquent accounts and provided

collection assistance and payment plans in order to facilitate the

collection of overdue customer balances. Managed Return Goods

Authorizations and replacement parts orders.

. Hired and trained personnel and administered performance reviews.

. Developed the department's yearly business plan and budget.

. Participated, planned, developed and implemented various projects

designed to improve efficiencies and effectiveness, e.g. led the re-

engineering of the replacement parts order process that resulted in a

reduction of the orders' turn around time, updated policies and

procedures, developed new packaging labels to meet Turkey's import


. Participated on the branding development of the company.

. Implemented/created account receivables and ACD calls metrics.

. Participated on company wide projects to enhance service.

ALLSTATE INSURANCE COMPANY, Miami, Florida 02/03-04/04

Claims Adjuster - Auto

Investigated auto accidents


Customer Service Manager

Managed primary customer service activities in ISO 9002 certified aviation

repair station, which dealt in a business-to-business setting with major

airlines. Non-exempt personnel staffed the customer service department,

handling customer requests for expedites, quotes, import/export issues,

reports and order location/delivery status. Solved non-technical customer

complaints. Trained and supported personnel on Oracle applications. Managed

U.S. Government military contracts using all of their Internet


. Recognized as an outstanding leader with a Praxair Leadership Stock

Option grant by the Chairman, President and CEO.

. Increased customer satisfaction by creating the customer service


. Trained and supported approximately 20 associates on the Oracle database.

Customer Support Specialist (1999 - 2000)

Responsible for implementing the Best Business Practices project and

development of standard procedures for all external processes relating to

customer service. Trained personnel and provided support during the

development of the Oracle manufacturing module.

. Implemented the Best Business Practices to the Miami Plant of a multi-

national aviation company.

. Developed standard procedures that increased productivity.

. Standardized customer reports using both Excel and Oracle and maintained

100% accuracy.

Customer Service Representative (1997 - 1999)

Order entry, order tracking, billing, and customer reports, outside vendor

and government contracts management, customer follow-up and quotes.

. Decreased turn around time by proactively surveying outside vendors.

. Earned a Praxair Stock Option Grant for excellent work as a customer

service representative.

. Preserved customer satisfaction by consistently applying problem-solving

skills to answer their needs.

COMPUTER SKILLS -Oracle, Microsoft Office Suite, TCM & Internet.

EDUCATION - Florida International University, Miami, Florida

Bachelor of Business Administration - Marketing & International Business.

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