Customer Service Manager

Stephanie B. Eakins

**** ****** ***** ***** ***** City, Ohio 43123 Cell 614-***-**** email: **********@*****.***

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SUMMARY

10+ years management experience; Extensive background managing customer service and sales

organizations; Small business ownership experience; Strong project management skills; Quick

learner; Positive, creative, energetic, and self-motivated leader with extraordinary team building

and interpersonal skills.

PROFESSIONAL EXPERIENCE

THE WOODEN SPOON COOKING CO. - Grove City, Ohio 2008-Present

Owner of gourmet shop, prepared meals, catering and cooking school business.

NATIONWIDE FINANCIAL - Columbus, Ohio 2000-2008

Sales Manager, 2007-2008

Manage sales territory with over $1 billion in annual sales.

Control labor and expense costs to meet monthly/yearly budget.

Responsible for interviewing, hiring, training, and ongoing coaching and development of

sales representatives.

Division Manager, Change Management/Knowledge Management, 2004-2007

Managed and facilitated the implementation of company change initiatives to 500+

employees.

Developed a formal change management and post-implementation process to improve

the success and outcomes of future projects.

2004 Operation Feed Campaign Lieutenant. Campaign exceeded goal for the year.

Issue Resolution Manager/Division Manager, 2002-2003

Led Customer Issue Resolution Unit responsible for the research and resolution of over

9000 escalated customer complaints per year.

Selected to participate in 2002 “Executive Development Program” (required nomination

by director and intensive interview process; one of only 15 managers chosen company-

wide by executive committee for the 2002 year long program).

Responsible for a 69% reduction in gain/loss dollars in 2002 compared to 2001.

Promoted to Division manager of department in January 2003.

Created a proactive Customer Service Recovery Program.

Managed development of an automated workflow to better manage response and

resolutions times and increase work productivity and efficiency.

Call Center Manager, 2000-2001

Stephanie B. Eakins

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CORPORATE SALES MICRO CENTER - Hilliard, Ohio 1997-2000

Customer Service/Inside Sales Manager, 1998-2000

Received 1999 Manager of the Year Award.

Developed Product of the Month contest resulting in over 50% increase in product sales.

Created Customer Satisfaction Survey.

Chaired company “Bright Ideas” Committee.

Marketing Representative, 1998

Account Specialist/Sales Coordinator, 1997

EDUCATION AND AFFILIATIONS

Vice President, Grove City Town Center Organization, Inc.

Master’s Certificate in Project Management (MCPM)

The George Washington University, School of Business, Washington, D.C.

Member of USPCA (United States Personal Chef Association)

Personal Chef Diploma (Culinary Business Academy)

REFERENCES

Available upon request

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