Customer Service Manager

Michael Zappala

Email: abo0z0@r.postjobfree.com

Address:

City: Lexington

State: NC

Zip: 27292

Country: USA

Phone: 336-***-****

Skill Level: Any

Salary Range:

Primary Skills/Experience:

Results-Oriented manager with 25 years of managerial experience. Strong strategic-planning, process-thinking and people-management skills. Dedicated Customer Service Representative motivated to maintain customer satisfaction and contribute to company success.

Educational Background:

High School Dipolma from Plymouth-Whitemarsh Sr High, Lafayette Hill PA 1/2001 to 5/1975 (general)

High School Dipolma from Temple University, Lafayette Hill PA 1/2001 to 10/2012

Job History / Details:

Career Overview

Results-Oriented manager with 25 years of managerial experience. Strong strategic-planning, process-thinking and people-management skills.

Dedicated Customer Service Representative motivated to maintain customer satisfaction and contribute to company success.

Core Strengths

Client account management

Background in furniture warehousing

Inventory control

Shipping and receiving professional

Process Redesign

Courteous demeanor

Complex problem resolution

Policy/program development

Strong organizational skills

MS Windows proficient

Accomplishments

Process Improvement

Achieved revenue objectives by implementing cost-cutting and efficiency-improving measures.

Management Support:

Ensured smooth operations by supporting executive team.

Vendor Management:

Coordinated with vendors to maintain product receipt standards.

Data Organization

Improved office organization by compiling tracking spreadsheets, using advanced Microsoft Excel functions.

Customer Service

Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts.

Conflict Resolution

Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.

Customer Follow-up

Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.

Work Experience

December 2010 to Current

Solstas Lab Partners Greensboro, NC

Purchasing Customer Service

Confirmed receipt of Purchase Orders and communicated with vendors regarding back order availability, future inventory and special orders.

Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.

Promptly responded to general inquiries from members, staff, and clients via mail, e-mail and fax.

Implemented new processes and systems for improving customer service satisfaction and departmental efficiencies.

Created and maintained an organized database to track Standing Orders company-wide.

Processed product transfers, returns and exchanges.

Handled daily heavy flow of paperwork and cooperated with the accounting departments on invoicing and shipping problems.

Assisted with Item Master maintenance.

July 2010 to November 2010

Innovative Delivery Systems Thomasville, NC

Director of Operations

Directed warehouse & office staff, along with sub-contract delivery crews, for in-home furniture delivery service.

May 2007 to April 2009

Sears Repair Center Greensboro, NC

Operations Support Supervisor

Managed daily operations of Customer Service, Shipping/Receiving, Parts, Data Entry, and Quality Control for regional repair center.

Was primary liaison with contract delivery service.

Streamlined truck routing in 2008, producing a savings of over $110,000.

August 2005 to May 2007

Cushman Fruit Company Fort Pierce, FL

Purchasing Agent / Inventory Control Supervisor

Responsible for procurement of all non-citrus items for gift-fruit packaging operation.

Directed seasonal warehouse crew to provide support for packing plant.

Moved freight, stock and other materials to and from storage and production areas, loading docks, delivery vehicles, containers and trailers.

January 2005 to August 2005

Home Depot Vero Beach, FL

Sales / Inventory Management Associate

Recommended merchandise of hardware department to customers based on their needs and preferences.

Responded to customer questions and requests in a prompt and efficient manner.

Contacted other store locations to determine merchandise availability.

Worked as a team member to provide the highest level of service to customers.

As Inventory Management Associate (IMA), was responsible for placing re-stock orders for hardware dept via mobile computer system.

September 2003 to September 2004

Cargo Consolidators Conover, NC

Account Operations Manager

Managed warehouse staff for Neiman Marcus national furniture account, which included Shipping/Receiving, furniture repair & re-packaging, freight damage claims, RTV, and coordinating with NM Customer Service to resolve client issues.

July 2000 to September 2003

Asset Relocation Services Charlotte, NC

Account Operations Manager

Managed warehouse staff for Neiman Marcus national furniture account, which included Shipping/Receiving, furniture repair & re-packaging, freight damage claims, RTV, and coordinating with NM Customer Service to resolve client issues.

Designed, coordinated, and implemented consolidation of 2 warehouses in Charlotte, due to loss of lease at one site.

Directed warehouse operations of combined facility.

March 1995 to June 2000

North / South Courier Charlotte, NC

Warehousing Operations Manager

Began as initial Greensboro Station Manager for 24/7 courier service, including Inventory Control duties for stocked computer parts.

Oversaw crew of contract drivers and small office staff.

Was primary customer service liaison for several logistics clients.

Promoted in 1997 to Warehousing Operations Manager to implement and coordinate inventory control functions for 5 locations in NC and SC.

January 1994 to January 1995

Healthcare Services Group Winston-Salem, NC

Account Manager

Directed laundry & housekeeping staff in nursing home settings in High Point, Winston-Salem, and Clemmons, NC and Martinsville, VA.

March 1990 to September 1993

Paper Supply Co. Winston-Salem, NC

Sales Representative

Territorial Sales Rep for Paper & Janitorial supply company.

Boosted territory sales from $278,000 to over $465,000 in first 18 months.

February 1988 to February 1990

Hubbard Realty Winston-Salem, NC

Residential Sales Rep

Sales representative of new & existing homes, primarily in Forsyth, Davidson, and Davie counties.

April 1987 to February 1988

Tornetta Realty Norristown, PA

Residential Sales Rep

Sales representative of new & existing homes in Montgomery County, PA.

January 1981 to April 1987

Sorbus King of Prussia, PA

Traffic Supervisor

Started as shipping clerk in Jan '81, promoted to Shipping/Receiving Lead in Sept '81, then to Traffic Supervisor in June 1985.

Educational Background

1975 Plymouth-Whitemarsh Sr High Lafayette Hill, PA

High School Diploma general

Temple University Ambler, PA

Business

Coursework in Business, Marketing and Communications

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