Customer Service Sales
Resume:
Title:Manager
abp42m@r.postjobfree.com
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NAME:,
ADDRESS:
ADDRESS2:
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CANDIDATE ID: 2869080
US CITIZENSHIP:
EDUCATION:
EXPERIENCE: 0
WILL RELOCATE: No -
JOB WANTED:
RATE NEEDED:
TELEPHONE: 770-***-****
EMAIL: abp42m@r.postjobfree.com
HOMEPAGE:
HOTTEST SKILLS: sale, product, oracle, jd edwards, audit, credit, jd edward, database,
sql, communication, distributor, growth, revenue, sales rep, revenue, engineer, lotus
notes, microsoft, key account, presentation
REVISION: 08-SEP-02
RESUME:
14376
Michelle Wade 779 Saddlebrook Drive
Dallas, GA 770-***-**** abp42m@r.postjobfree.com Michelle Wade
779 Saddlebrook Drive
Dallas Georgia,30132
Objective : A position where Management, accomplishment, motivation, and
training skills can bring positive results to a firm offering opportunity for
growth and advancement
Summary of Qualifications
7 Oracle and JD Edwards Implementation
7 Call Center Creation & Management
7 Support Offerings & Pricing
7 Support Operations, Field & Hqs.
7 Ability to work in diverse environments
7 Customer Satisfaction
7 Successful in solving problems and meeting objectives
7 OEM, Major, & Key Accounts
7 Excellent communication, verbal, written, organizational, and people skills
with the ability/flexibility to function in a fast paced, changing
environment.
7 Experience in training and motivating personnel to high levels of
achievement.
Employment history
Brassring.com
(formerly Westech) Santa Clara, CA
Customer Service Manager
07/99
-Present
Manage a team of eight Customer Service representatives in an on-line
recruiting
environment assisting job seekers and clients. Responsibilities include
hiring,
training, and writing performance reviews. Work with upper management to
develop
strategies for increasing revenue and efficiency among the various
departments.
Developed and implemented procedures for department. Responsible for all ads
being placed on web site. Created and implemented Sales contracts.
Responsible
to ensure customer satisfaction. Support field personnel. Responsible to
create
and implement customer surveys. Responsible to support various departments
throughout the company. Developed processes to ensure that all departments
work
together efficiently. Assist developers with testing of new enhancements to
site. Act as point of contact for all technical issues from the Sales
department. Developed call flow process to ensure that optimal Customer
Service
is delivered to clients. Responsible to handle all client escalations.
Conduct
weekly department meetings, and also participate in weekly Sales department
meetings. Assist with training of new Sales representatives. Created and
implemented call center environment. Participate in monthly trade shows.
SDL Inc
. Santa Clara, CA
Senior Customer Service Representative
01/99
-07/99
Worked as a
Senior Customer Service Representative
in a company that
specialized
in Fiber optics. Responsible for coordinating all activities from the time an
order is entered into the system, through shipment and post sales follow up.
Assisted in JD Edwards database implementation. Processed domestic and
international customer orders while working in a call center environment.
Responsible to handle all government contract orders. Participated in weekly
meetings with Planners, Manufacturing, and Sales to ensure that all orders
would
ship in a timely manner. Responded to all customer inquiries via e-mail, fax
or telephone. Processed returns and credits. Worked very close with product
distributors. Worked with shipping carriers to get the best rates possible for
the company.
Cybeq Nano Technologies, Santa Clara, CA
Customer Service Supervisor
11/97
-12/98
Acting as hands on Customer Service Supervisor with a staff of four in a Semi-
Conductor environment that specialized in wafer polishing. Responsible to hire
and train Customer Service Representatives and Shipping / Receiving personnel.
Implemented and documented Customer Service procedures. Responsible for all
International traffic shipments and any customs related issues. Processed all
International customs paperwork. Generated quotes for customers. Entered
customer orders, issued return numbers to customers, processed returns once
they
were received in house, by issuing credits. Notified customers of all
changes
made to orders via fax, e-mail, or telephone. Led weekly Customer Service
meetings. Met weekly with planners and buyers to discuss open orders and
delivery dates. Rescheduled the backlog, according to manufacturing shipping
schedule. Handled all cancellation of orders. Supported both field personnel
and
Sales departments to ensure that customer issues were being handled in a
timely
manner. Implemented on - call schedule for field staff.
Madge Networks, San Jose, CA
Team Lead/Customer Service Representative
10/95
-11/97
Worked as a Team lead in a company that specializes in Computer Networking
equipment. Responsible for evaluating, implementing, and supporting the order
processing system within the Customer Service department. On-going interaction
with Oracle consultants to customize and tailor Oracle SQL database to
company's
long term business objectives. Responded to project/management staff inquires
by
producing information, project status, presentations, or referring to
appropriate resources. Interviewed Customer Service Representatives and placed
temporary staff on project related assignments. Conducted daily training
sessions. Created work instructions, and training manuals for Finance, Order
Entry, and various related departments. Worked with sales organization, system
engineers, and product support groups as a liaison between customer and
company
on product status, production, and delivery issues. Took ownership of all
territory issues, supporting both inside and field sales representatives on
pre/post sales. Worked with distributors regarding promotions and order
status.
Insured all customer orders were shipped in line with customer requirements.
Processed all customer purchase orders, credits. order status, and returns.
Trained new employees on all procedures. Reviewed and audited ISO 9000
procedures monthly as an ISO 9000 certified auditor. Coached and developed
Customer Service Representatives to prepare for growth and assure ISO 9000
service objectives were met.
Delrina Technologies, San Jose, CA
Customer Service Supervisor
04/94
-10/95
Worked as a
Supervisor in
a company that specialized in desktop faxing
software.
Responsible to hire and train Customer Service Representatives and
administrative personnel in a call center environment. Developed and
implemented training procedures for Customer Service department. Supervised
day-to day customer service activities. Lead weekly customer service team
meetings. Reviewed and improved procedures to increase service level.
Delivered
performance reviews to employees. Implemented monthly motivational exercises
and
contests to motivate employees. Utilized reports from Aspect ACD call queue
system to improve customer satisfaction and employee production. Participated
in
various projects with Sales manager to increase revenue.
Delrina Technologies, San Jose, CA
Customer Service Representative
1994
Worked as a Customer Service Representative answering 80-100 calls daily on an
ACD call queue system at a software company. Sold software products, entered
orders, and processed returns. Responded to technical questions regarding
computer communication products. Responded to faxed in customer requests.
Worked
on a daily call quota. Performed product demonstrations at software dealers
while answering questions from perspective customers .
Education
San Jose State University,
CA B.A Humanities 2000
Mesa College,
San Diego, CA Business Management 1993
Training and Seminars
Skill Path - Customer Service Manager training -1999
Excell Partnership - ISO 9000 Internal Auditor training
- 1996
Dun & Bradstreet - Supervisor training
- 1995
McDonnel Douglas - Customer Service training - 1992
John Gehegan - Customer Service training
-1991
Computer skills: Lotus Notes,Excel, Microsoft Word, Access,
MS-Office 2000 Suite, JD Edwards, Goldmine, Axapta, Oracle SQL 10.6, Visio
4.0, and expandable.
Famliar with Windows and Windows NT operating environments.
Contact this candidate