Customer Service Sales
Resume:
Doreen Flummerfelt
Sunrise, FL 33322
Phone: 313-***-****
Cell: 734-***-****
E mail: *****************@*****.***
Objective: Seeking a Customer Service Management position that offers growth and advancement within the
organization and offers diverse job responsibilities.
Abilities: Fourteen years of customer service. Excellent written and verbal communication skills, with an eye
for detail. Extremely productive in a high volume, high stress, environment. Proficient in the use of
SAP Business One Software. Highly productive in the use of Office 2000 Professional. Self starter
with a can do attitude.
Experience:
DTD Marketing Concepts (09/2005 to Present)
Customer Service Manager
• Oversee staff of 30 customer service representatives, 40 collection representatives and 4 floor supervisors across
multiple centers.
• Developed and implements a service plan to ensure goals and objectives are met.
• Emphasized, review, and perform periodic checks to ensure all members of team utilize the monitoring and
evaluation reports on individual employees to develop each employee’s potential and to improve the service the
center provides to customers.
• Helped train and develop all employees and supervisory staff through implementation of regular training programs.
• Responsible for executing departmental strategic goals, standard operating procedures, and service quality
indicators.
• Reviewed and approved staffing plans models to ascertain that staffing levels are consistent with call volume for all
present and future units that may operate within the facility.
• Served as point of contact for all Customer Service and Collection related activities and functions as they relate to
the core business needs.
• Reported activity to all levels of management and ensure proper direction, cooperation and coordination between
Customer Service Center, Sales, Field Operations, and all other supporting departments.
Paypa Boi Entertainment (05/1999 to 09/2005)
Customer Service Manager
• Served as coach, facilitator and motivator to the Customer Service Staff.
• Ensured that individual team meetings are routinely scheduled to discuss performance results, service and
operational issues and provide all team members the opportunity to explore alternative approaches to exceed the
current performance levels both individually and as a group.
• Ensured all team members were treated with respect and fairness within the Customer Service Dept.
• Worked to identify team and individual goals, which are updated annually, and align with corporate goals and
objectives in addition to comparison with national benchmark organizations.
• Responsible for interviewing, hiring, coaching, and performance management of the team to maintain acceptable
service levels in a production, in bound call center.
• Developed and implemented performance tracking and trending tools to allow for daily monitoring of the team’s
performance level for all functions to ensure that departmental standards were met.
• Ensured effective process management and capacity planning in support of current and anticipated workloads.
• Responsible for identifying and implementing effective solutions to issues which impact the customer experience.
• Facilitated continuing improvement of business processes in customer service to maximize system capability, support
customer requirements and improve customer experience.
• Partnered with other organizational leadership in ensuring an exceptional customer experience.
Halo Creative Concepts & Marketing (03/1995 to 05/1999)
Account Executive Assistant/Customer Technical Support Specialist
• Handled accounts for the President of a Multi National Corporation. Supported two Account Executives in all facets
of company operations.
• Answered an average of three hundred customer calls in a day through the call center queue
• Responsible for customer service in the technical division, duties included answering customer queries, problem
solving and providing detailed information on new products.
• Provided timely and complete resolution of user problem/issues with customer satisfaction being the goal.
• Disseminated customer service and deployment data, information, experience and outcome verbally and in writing
via telephone consultations, meetings, and memoranda to internal staff, management, regional offices and
customers.
• Responsible for performing clerical duties, preparing & distributing reports. Experience with EDI and customer
website ordering systems.
• Created sales proposals and price quote presentations and responsible for billing, invoicing and monthly reports.
• Established and maintain good rapport with customers and vendors. Interact with vendors for pricing and ship
dates. Research and ordering of products. Supply vendors with price quotes and ship dates. Maintain vendor catalog
library.
• Formed lucrative account relationships with new clients. Travel to trade shows, client events and client sites.
• Provided client support/follow up after completion of sales to insure customer satisfaction.
• Provided corrective action to address all customer complaints.
• Coordinate meeting and conference rooms.
• Handled domestic and international travel arrangements.
• Familiar with automotive field concepts, practices and procedures.
• Provided support to the sales team, ensuring all sales and service objectives were met.
• Worked with new customers in the development of new accounts and the implementation of new systems.
• Assisted in the development of new policies and procedures.
• Assisted in the training of new customer service representatives and associates.
• Performed market research surveys on customer needs and requirements.
• Prepared weekly sales reports for the sales team and sales management.
• Generated repeat business through successful client follow up.
United States Air Force (03/1986 to 02/1995)
Security Specialist
• Small arm usage on how to secure both the base perimeter and military convoy, and basic law enforcement
procedure.
• Trained and evaluated others in the correct use of weapons, such as shooting techniques and provided appropriate
feedback regarding performance and training requirements.
• Performed light maintenance to damaged or malfunctioning weapons, as well as managed ammo budgets and
supplies.
• Identified military objectives, organized needed resources, directed operational efforts to achieve desired results.
• Attended and participate in meetings, seminars and conferences.
• Enforce, track and insured compliance with all organization policies and procedures.
• Gathered and disseminated information for status reports for presentations to management staff.
Education: Baker College, Flint, MI (2000)
B.S., Marketing and Advertising, Minor: Business Administration
References: Available upon request.
Contact this candidate