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Customer Service Manager

Location:
Charlotte, North Carolina, 28278, United States
Posted:
May 24, 2010

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Objective

A position in which my demonstrated organizational, customer service,

communication, and project/people management skills will be fully utilized.

Profile

I am a motivated, personable business professional with a successful 25-

year track record of managing projects and people. Talent for quickly

mastering new technology and processes. Diplomatic and tactful with

professionals and non-professionals at all levels. Demonstrated history of

leadership through implementation of effective and efficient processes.

Flexible and versatile - able to maintain a sense of humor under pressure.

Poised and competent with demonstrated ability to easily transcend cultural

differences. Thrive in deadline-driven environments. Excellent team-

building skills.

Skills Summary

Project Management Staff Management Workflow Analysis

KPI Management Licensed US Customs Customer Service

Written Correspondence Broker Verbal Communication

Professional Experience

MANAGEMENT: PROJECT/STAFF/PROCESS

o Development of Standard Operating Procedures for various customers

with varied needs and requirements to include providing detailed

reports and satisfaction of government regulatory requirements.

o Author professional correspondence to customers, internal & external,

and vendors.

o Conduct department meetings to ensure understanding of and compliance

with KPI and other organization standards/policies.

o Analysis of workflow processes to eliminate redundancies, as well as

to maximize quantity and quality of work output, and to optimize best

practices.

Customer Service/Marketing

o Development of existing customer base through consultation with

customers regarding additional services offered:

o Increased Customs brokerage client base from one major customer

to a spectrum of small, medium, and large customers totaling

approximately 75+ customers within five years.

o Training provided to customers:

o Developed a full presentation on NAFTA provided to a customer's

sales, customer service, and logistics staff.

o Provided detailed information to a major customer regarding the

importation of wine for personal use for one of their

executives.

Employment History

Panalpina Inc. - Charlotte, NC

Import Manager, 9/2005 to 3/2010

Nippon Express usa inc. - Charlotte, NC

Customs Brokerage Manager, 8/2000 to 9/2005

Tower group international inc. - Buffalo, NY

Account Manager, 3/1985 to 7/2000

Education

Medaille college- Buffalo, NY

Bachelor of Science Degree, Business 1988 GPA: 3.45/4.0



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