Customer Service Manager

Title:No Title

abpfqh@r.postjobfree.com

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NAME:,

ADDRESS:

ADDRESS2:

CITY:

STATE: NJ

ZIP:

CANDIDATE ID: 2927717

US CITIZENSHIP:

EDUCATION:

EXPERIENCE: 0

WILL RELOCATE: No -

JOB WANTED:

RATE NEEDED:

TELEPHONE: 856-***-****

EMAIL: abpfqh@r.postjobfree.com

HOMEPAGE:

COMMENTS:

HOTTEST SKILLS: audit, billing, cash, communication, retail, counsel, market, marketing,

national account, presentation, product, retailer, sale, statistics, telemarket,

telemarketing, claim, counseling, court, lien

REVISION: 08-SEP-02

RESUME:

NAME: Dorothy Fryer

ADDRESS: 301 Haverford Avenue

CITY: Wenonah

STATE/PROVINCE: NJ

ZIP/POSTAL CODE: 08090

COUNTRY: USA

EMAIL: abpfqh@r.postjobfree.com

PHONE: 856-***-****

CANDIDATE ID: 217501

CITIZENSHIP: US

Citizen

EDUCATION: Technical Institute

EXPERIENCE: 15

WILL RELOCATE: Yes

RELOCATION INFO:

JOB WANTED: Direct

RATE NEEDED: 37500.00

HOMEPAGE:

COMMENTS:

HOTSKILLS: MS Office, Computer Trainer, Support Representative, Manager/Supervisor

ESUME

OBJECTIVE

Obtain a position in Operations/Customer Service-Support

Skill Summary

Expert Problem Solver, Detail Oriented, Dedicated & Hard working,Excellent

Written & Verbal communication skills, Interpersonal Communications, Expert

Customer Service Skills,Internet Navigation & Research,,Meetings and

Presentations, Training and Development,Human Resources Relations, Employee

Reviews & Counseling, Lucient ACD Management, High Volume call taking,Kronos

Time Keeping and Scheduling system, Time Management,Quality Assessment Review,

Kana Internet email program, Outlook email,Microsoft Office 2000, Intranet

development, and Extensive Computer Skills

EXPERIENCE

6/2000

-2/2001drugstore.com Swedesboro, NJ

Pharmacy Customer Care & Support Manager

-

Managed, Trained and Motivated 25+ members of NJ Customer Service Team.

Reduced average contacts and costs, received per Pharmacy order, to less than

.5 contacts down from 5.2 contacts and less than $3 per contact down from

$4.75.

Participated in the development and implementation of Quality Performance

Review Program.

Recognized for the Highest Team Quality Average of 98% within the Customer

Care Division.

Designed and Implemented Customer Service Incentive Program.

Organized phone and workflow coverage through appropriate scheduling of staff.

Monitored Call Center Metrics to identify trends and potential problems

impacting the quality of overall customer service. Analyzed and Reported the

daily statistics of contact center activity.

Coordinated the organization of workflow between Operation and Customer care

divisions. Spearheaded Weekly Customer Service Team meetings.

Developed and implemented the Pharmacy Returns Policy and Procedures.

Identified Trends and Potential problems impacting the quality of the Pharmacy

customer service.

Created Policy and Procedure for the Expedited Pharmacy order processing.

Participated with the development team to better design the current methods

and procedures to maximize efficiencies and enhance all customer service.

Investigated and resolved all shipping claims and issues with UPS Pharmacy

shipping account.

Coached, Counseled and mentored Customer Service Members and Supervisors on

work progress and helped identify ways for continuous improvement.

Administered disciplinary actions to ensure consistent compliance with human

resource policies and procedure guidelines.

Relationship building among many clients, cross-functional staff, and contact

center staff.

Responded to Management/Executive level complaints as directed.

11/1999

-6/2000 drugstore.com Milville and Swedesboro, NJ

Start-Up Pharmacy Supervising Customer Care Leader

-

HIGHEST call answering /resolution average within the +20 member Start-UP NJ

Customer Care Division -estimated 122 calls taken daily with a 98% resolution

rate. (Business to Consumer)

Navigated Customer Service programs efficiently in order to resolve and

expedite customer issues.

Reduced average of 5 customer contacts and costs received per order to 2-3.

Established a need for an organized workflow progress between Operations and

Customer Care divisions.

Supervised phone and workflow coverage among Team members.

Evaluated weekend workflow to better develop the methods and procedures within

customer service.

Monitored each CSRs Quality performance for fast, accurate, and courteous

service.

Performed weekly (sometimes daily) reviews with each CSR to update their work

progress.

Respond to Management/Executive level complaints as needed.

Recommended disciplinary actions to ensure consistent compliance with human

resource policies and procedure guidelines.

3/1997

- 9/1999Checkpoint Systems, Inc Thorofare NJ

Customer Service Leader

-

Handled highest volume of service calls (average of 100 calls daily).

(Business to Business)

Coordinated with technicians to close service calls, record parts usage and

billing information, Created Return Merchandise Authorizations.

Verified and entered billing credits.

Managed 3 National Accounts to better provide service, investigate and resolve

all complaints and billing verification.

Participated in a telemarketing project as a Product Outbound Specialist to

increase a record sales amount of $250K.

Evaluated the start up of CASS system(mobile unit Technicians used from

their vehicles) and its effect on daily Customer Service Functions.

Trained co-workers on new data base programs.

Coordinated department training in computer desktop functions.

09/1989

3/1997Caldor Retailer Woodbury Heights, NJ

Customer Service Manager

Established and Coordinated Customer service programs to reduce customer

complaints and Improve Store Service.

Managed and trained more than 30 (increased at Christmas) at any given time.

Developed a "Winning Friendliness" Program that won 8 out of 12 contests.

Performed cash drawer audits and customer service refund auditing.

Resolved customer complaints and managed returns.

Troubleshoot register drawer discrepancies.

Opened and closed the store for business.

Conducted Store Safe auditing.

Performed office duties (payroll, employee write ups, terminations, COBRA,

etc.)

Interviewed, hired and disciplined employees in accordance with Human resource

and Union policies.

Experienced in cash office procedures and cash handling, register training and

all retail issues regarding customer service.

EDUCATION

Certification - DOS operated Computers, Gloucester County Institute of

Technology Deptford NJ,

GPA: 3.7

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