Customer Service Manager
Resume:
Kristaan Kane
Indianapolis, IN 46226
abnpxj@r.postjobfree.com or 317-***-****
Summary: Fifteen years providing customer service management in a call center
environment. Ten years recruiting and retention experience with internal and external
customers, as well as staff. Highly motivated, dependable, self-starter and team player.
Professional, with demonstrated history of quality, performance, leadership, initiative and
resourcefulness. Skilled in account management, training and supervision with a
commitment to quality service and customer satisfaction.
Excels in: Customer Satisfaction, Sales, Staffing Management, Account Management,
Recruiting/Retention, Working as a Liaison (VP's, Regional Sales, Marketing, Product
Supply, Logistics, and Customers).
PROFESSIONAL EXPERIENCE:
MRI Network, Carmel, IN 2008 - 2/2009
*Company Downsized
Executive Recruiter
Provide a full recruitment solution to a high volume of clientele by partnering with hiring
managers to identify job requirements and needs, advise on industry standards, current
market value, resource availability, market trends and competitor trends.
Manage the full life-cycle recruitment process, including sourcing job boards,
associations, direct recruiting, referrals, networking, cold-calling, conducting interviews,
reference and background checks as well as writing job descriptions.
Recruited for accounting professionals (CPAs, Accounting Managers, Cost Acountants,
etc Utilize in-depth recruitment experience to develop and plan strategic recruitment
campaigns and consistently expanded the company portfolio, increasing market share.
Build and maintain effective relationships with clientele ensuring customer satisfaction.
Aearo Technologies 2002 - 2008
*Company purchased by 3M
Division/Customer Service Manager, Concord, N.C. (2007-2008)
Training Manager, Indianapolis, IN (2006-2007)
North American Industrial and International Divisions Manager (2002-2006)
Assistant Customer Service Manager, Consumer Division (2002 - promoted within 4
months)
Responsible for starting up call center in Concord, N.C., handled budgeting, building,
phone system, hiring, training, and running call center.
Provided administrative support to Vice President as needed.(i.e. presentations, letters
to customers, reports, etc
Accountable for divisions with growth rate goals of 17% annually.
Managed $140 million + North American Industrial Division.
Managed $12 million International Division, growing 19% annually year over year,
including customer service remote location in Sydney, Australia.
Responsible for introducing and selling new and/or improved products to customers, as
well as training customer service representatives.
Managed all customer accounts, as well as generating presentations, visiting customer
accounts providing customer specific reports regarding product usage, monthly average
sales, freight amounts, and sku analysis for possible reduction as well as cost savings.
Dealt with customers remotely, as well as in person, ensuring customer satisfaction was
at 100%.
Cross Trained all customer service representatives on customer accounts, differences
between each of the 5 channels/divisions when entering orders, customer profiles,
shipping incoterms, freight minimums, LTL, LCL, container shipments and more for;
North American Industrial, Canada, Fall Protection, Consumer, and International.
Worked as a liaison with Customer Accounts, Regional Sales Managers and all Sales
Representatives globally. Attended Regional Sales meetings, resolved customer issues
and assisted on customer visits providing detailed reports with take away.
Combined error reports, forecasting on call and order volume, fill rates on top accounts
and overall for each division, orders entered and phone statistics to review with
customer service representatives monthly, or more frequently if needed. (This
information was also provided to customers).
Dunhill Staffing Systems 1998 - 2002
Division/Sr. Recruiting Manager
*Office Closed due to Downsizing Nationwide
Managed remote locations including St. Louis, Chicago and Indianapolis.
National Top Sales Recruiter generating over $270k in sales annually all three years.
Recruited for Healthcare (RNs, LPNs, OR RNs), Office Personnel, Customer Service
(Representatives, Management, Collections), and IT (programmers, helpdesk) positions.
Responsible for training new recruiters while maintaining monthly sales numbers.
Generated new business by cold calling and warm calling companies.
Completed 60+ phone calls daily resulting in connects with existing and possible new
customers.
Spoke/Met with existing and new customers analyzing needs of their business, building
and maintaining business relations ensuring customer satisfaction.
Explained services to customers, contract agreements, providing top candidates and
follow up on future business needs.
Recruited top candidates by cold calling into companies, getting past the gatekeeper to
recruit new candidates to market for placement as well as obtain new business
possibilities.
AAA Hoosier Motor Club 1997 - 1998
Customer Service Supervisor
DDD Company 1993 - 1997
Customer Service Manager
Computer Skills: Working knowledge of; SAP 3.7 and 4.1, Microsoft Office, Windows 97
and Vista, ACD Phone System, Prairie Fyre, Excel, PowerPoint, Word, Word
Processing, Cognos, Outlook, Novell, GroupWise, Nice Recording System,
PCRecruitment, Linkedin, etc.
Contact this candidate