Customer Service Manager
Resume:
Confidential Resume
Dottie J. Fox
**** ****** ***** ****. *** #B3H
Coral Springs, Fl 33065
OBJECTIVES: To utilize my skills and many years of experience in customer service, project management, and
administration areas, in helping an organization achieve its goals in building and maintaining an efficient, cost effective
and highly productive office/customer service environment.
SKILLS: Well organized with close attention to detail. Internet Savvy (10+ yrs), Microsoft Office (Word, Excel, Access)
OpenOffice, Quick Books, File Maker, RFIs, AIA Documents, Transcription Software and Equipment, Adobe Reader &
Writer, Microsoft Outlook, Type 65 wpm.
EMPLOYMENT HISTORY:
DELTA LIGHT Ft. Lauderdale, FL March, '08 – June, '09
ACCURATE TRANSCRIPTION AGENCY Coral Springs, FL June '06 – February '09
LEVITT AND SONS, LLC Boca Raton, FL May '06 – February '07
ZIMMER CONSTRUCTION CONSULTANTS Boca Raton, FL May '03 – April '06
JBX Designs, Inc. – Custom Engineering and ISP Boca Raton, FL April '00 – May '03
ANEXIS, INC. Hollywood, FL August '98 – April '00
GOLDLINE PHARMACEUTICALS, INC. Ft. Lauderdale, FL June '94 – August '96
BUFFALO TRANSIT SERVICE Buffalo, NY September '91 – September '93
Agent Services Representative: Provided assistance through email and phone calls with all outside Agents in the order
fulfillment process. Assisted Agents quickly to resolve any and all conflicts in the field. Strengthened relationships with
Agents in providing timely, accurate and detailed answers and solutions ensuring the tools are readily available to Agents
promoting a high productivity with their clients. Very familiar with the creation of quotes, sales orders, packing slips,
invoices, RGA's (Return Goods Authorization) within the Quick Books software program. Maintained weekly “Open Order
Report”; the process of following up on orders pending payment or on hold within the system. Knowledgeable of LEDs,
transformers, ballasts, lamping, IC housings, plaster kits.
Owner/Operator: Running independent service bureau to assist engineering and real estate professionals to process
raw digital images and voice recordings into Due Diligence reports for use in the decision making process of purchasing
high-end commercial and residential real estate projects. Proofread and edited reports to ensure the accuracy of the due
diligence process.
Purchasing Agent: Target, select and qualify potential trade partners and suppliers; maintain and organized a database
of qualified and motivated trade partners and suppliers with mutually beneficial relationships to bid all community
amenities. Ensured bid packages had all needed documents including construction drawings and scopes of work to
ensure accurate bids from trade partners. Competitively bid out all new plans and any plan changes with at least three (3)
trade partners. Tracked all bids from distribution to submission and followed up with trade partner to ensure timely
completion of bid process. Updated and kept Master Trade Partner Log and Bid Tracking Log. Served as purchasing
resource to Purchasing Manager to ensure all trades were bid. Synchronized correspondence between purchasing
department, accounting department and potential trade partners ensuring correct licenses and insurance information was
up to date and in our system for correct payment to Subcontractors. Was trained and then implemented the use of JD
Edwards software to load all executed contracts from trade partners for all community amenities. Supported and
implemented the use of AIA G702 and 703 documents for trade partners to utilize during the bidding of community
amenities. Sustained weekly, monthly and quarterly reports for bids and construction drawings for quarterly audits. Met
with perspective subcontractors seeking to become part of our bidding database and advised Management as necessary.
Plan Coordinator, General Administration, Transcription Due Diligence: Intake of plans and AIA Documents,
maintained all logs, coordinated daily inspector’s schedules, handled all Plan and Cost Review documents, monthly
inspection progress reports, and related supporting documentation. Worked as part of the team to improve office
efficiency including the start-up of a new Satellite Office. Worked independently with Contractors and Banking Institutions
to obtain time sensitive materials necessary for the inspections of projects. Coordinated employees within the different
departments to ensure project completion in a timely manner. Helped develop a database for all in house project tracking.
Transcribed monthly reports and Plan and Cost Review reports. Purchased all office supplies including office equipment
to support daily office activities.
Office Manager/Executive Assistant: Responsibilities included but were not limited to: managing daily operations,
support services for internal staff, customer service. Coordinated and maintained meeting, travel schedules and
itineraries for the CEO. Handled all Vendor relationships with relevance to purchasing and expediting. Also in charge of
performing general bookkeeping entries and support of external accountants/CPA's. Maintained contact with customers
and design department for any changes in product to ensure proper shipping dates. Processed and expedited purchase
orders on a timely and efficient basis for rapidly changing IT department notifying departments of expected delivery date
and follow up on any back orders.
Office Manager/Executive Assistant/Customer Service Representative: Managed a staff of five (5) while providing
excellent customer service, office administration, and executive assistance. By implementing on-line customer service
procedures, my team was able to reduce response time, and improve the Tele-communication system. I reduced cost and
improved our customer satisfaction rating by 18% in the first six months. Recruited, hired, and managed highly motivated
“customer focused” office administration team. Responsibilities included recruiting, scheduling, customer service
management and human resource services. Provided services to assist senior executives with managing and developing
entrepreneurial E-Commerce Company. I was promoted three times during my tenure with the firm.
Executive Assistant Purchasing Department: Processed invoices purchase orders, statements and reports for a two
million dollar a year Pharmaceutical Company’s Purchasing Department. Improved ordering accuracy by adjusting
reporting procedures. I consistently met or exceeded requirements for accuracy when reporting data. Maintained
electronic product database and library. Prepared, maintained, and organized all correspondence to ensure Purchasing
Department President was update on all priorities and agendas.
Purchasing Clerk/Storekeeper: Shared in the responsibility of designing and implementing a computerized inventory
tracking system. Provided training to improve department performance. Pre-qualified and selected all Vendors.
Evaluated performance towards the improvement of a “Just-in-time” inventory policy. By recommending buying levels for
Tool Crib Expendables and repairs, the Company saved over $200,000.00 in the first three months of employment.
Prepared payroll for approximately 300 employees.
EDUCATION
Levitt University Time Management Certificate 2006
Florida Atlantic University Estimating I, II, III 2005
Blue Print Reading I, II, III
Project Administration & Coordination
Jamestown Community College Liberal Arts/Social Science 1992
U.S. NAVAL RESERVE, BUFFALO, NY
Storekeeper (SK) April '86 – August '92 Supported all Active Duty Personnel and Reserve
Unit Commanding Officers serving at the Reserve
Center. Performed ordering, receiving and issuing
of government supplies; operated computer systems
to account for all supplies, while keeping financial
and inventory records.
Religious Program Specialist (RP) April '86 – August '92 Supported Chaplains of all faiths during active duty
on several Naval Bases, both State-side and
aboard. Maintained records, ecclesiastical
documents and references for various faith groups.
Acted as a liaison between base Chaplains and
community agencies. Performed bookkeeping
functions related to Religious Offering Fund
transactions. Rigged and unrigged for the
preparation of religious activities. Performed
administrative, clerical, and secretarial duties.
Maintained the stocking of field mount-out boxes.
References provided upon request.
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