Manager Customer Service
Resume:
Kymberli Frankowiak-Guynn
Email: abpgxk@r.postjobfree.com
Address:
City: Hartland
State: WI
Zip: 53029
Country: USA
Phone: 262-***-****
Skill Level: Any
Salary Range:
Primary Skills/Experience:
High-energy Manager successful in building and motivating dynamic teams. Cultivates a company culture in which staff members feel comfortable voicing questions and concerns, as well as contributing new ideas that drive company growth. Seeking a challenging position which will allow me to demonstrate my abilities, and utilize my comprehensive knowledge and experience.
Educational Background:
High School Dipolma from Pulaski High School, Milwaukee WI 1/2001 to 6/1985 (High School Education)
Job History / Details:
Executive Summary
High-energy Manager successful in building and motivating dynamic teams. Cultivates a company culture in which staff members feel comfortable voicing questions and concerns, as well as contributing new ideas that drive company growth. Seeking a challenging position which will allow me to demonstrate my abilities, and utilize my comprehensive knowledge and experience.
Core Qualifications
Staff Training/Development
Consistently meet goals
P&L Management
Efficient multi-tasker
Supervision and follow-up
Decision making skills
Service quality management
Complex problem solving
People development
Team building
Vendor partnerships
Communication skills
Change implementation
Employee scheduling
Interpersonal skills
Professional Experience
February 2011 to Current
American TV & Appliance Pewaukee, WI
Service Advisor Supervisor
Manage team of 8 professionals.
Coordinate the ordering, expediting and communication of part orders for the In-Home and In-Shop service departments.
Coordinating the timely return of parts inventories to various manufacturers and vendors.
Reduced the amount of overhead of parts inventory in the warehouse, by coordinating a returns program with parts distributors.
Oversee the execution of Extended Warranty Program.
Rolled out the Scheduled Parts on Order Program, to coordinate the scheduling of In-Home service calls and timely part arrivals.
Consulted on In-Home Service related issues within the Customer Care Call Center.
Produced In-Home Service related Training Tools for the Customer Care Call Center.
Responsible for managing/reducing parts acquisition time.
June 2010 to February 2011
American TV & Appliance Pewaukee, WI
Service Advisor
Daily reporting of all parts on order.
Daily managing of open purchase orders.
Communication to customers daily on the estimated time of arrival of parts on order.
Follow up with vendors daily on ETA's of parts on order.
Expediting parts as necessary for high priority service calls.
Managed the Stainsafe Furniture Warranty account.
Managed the Guardsman Furniture Protection Warranty account.
Coordinated exchanges through the Extended Warranty program.
Supported the Customer Care Call Center, by answering phones during peak volume.
Contacted customers when In-Home Service calls were scheduled and parts were still on order, coordinated new dates of service.
January 2008 to June 2010
American TV & Appliance Pewaukee, WI
Customer Service Representative
Answering calls in high volume call center, on service and delivery issues.
Coordinating delivery dates with sales professionals, to ensure satisfactory delivery times for customers.
Supported the In-Home Damage department, working with independent contractors to resolve damage issues sustained during deliveries.
Supported the In-Home Deliveries billing department, coordinated the payment to independent delivery crews for all deliveries made.
Maintained high amount of calls per minute based on guidelines set forth by department management.
Fielded escalated customer situations effectively, minimizing the amount of calls requiring a manager/supervisor's involvement.
October 2003 to May 2005
Barnes & Noble Booksellers Glendale, WI
Assistant Store Manager
Scheduled team of management and booksellers.
Facilitated weekly management meetings.
Implemented new training program to expand cross training within departments, and strengthened knowledge of all booksellers.
Monitored all areas of sales floor, reinforced performance standards, and ensured exceptional customer service.
Controlled inventories, and addressed loss prevention issues.
Responsible for merchandising, creating attractive sales building displays.
Increased sales in all departments of store, developed department team leaders.
December 1997 to November 2001
McDonald's Corporation Milwaukee, WI
Operations and Training Consultant
Provided regional classroom and workshop instruction; topics included Personal Development, Basic through Advanced Shift Management, Staffing & Retention.
Certified instructor of Seven Habits of Highly Effective People.
Designed and facilitated Coaches Workshop, focusing on coaching skills for improved performance.
Responsible for planning and execution of the Assistant Manager's Convention, on a regional scale.
Collaborated with Corporate Convention Services to execute our region's portion of the National Manager's Convention.
Responsible for training all salaried management/franchise owners on new food product roll outs.
Toured restaurants to evaluate Customer Satisfaction, consulted with management/franchise owners on how to improve profits through effective training programs.
June 1984 to January 1998
McDonald's Corporation Milwaukee, WI
General Manager
Managed all aspects of operations in restaurant, as well as oversaw another restaurant's operations.
Mentor to restaurant manager of a lower performing restaurant.
Responsible for executing monthly P&L goals.
Ensured the safety of customers and employees, food safety, and compliance with policies, procedures and Food Handling and Labor Laws.
Accomplished a low crew turnover ratio through excellent training, incentives and recognition programs, and proper staffing.
Hired, trained, scheduled and developed a staff of managers; facilitated weekly manager meetings.
Responsible inventory controls, ordering guidelines and food cost controls.
Hired as a crew member, promoted to Crew Trainer, Crew Chief, Shift Manager, Second Assistant Manager, First Assistant Manger and then to the position detailed above.
Education
Education Direct,
Medical Transcription
Contact this candidate