Customer Service Manager

Richard Smith

Email: *********@********.***

Address: **** ******** *** **.***

City: Niskayuna

State: NY

Zip: 12309

Country: USA

Phone: 518-***-****

Skill Level: Director

Salary Range: $50,000

Primary Skills/Experience:

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Educational Background:

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Job History / Details:

RICHARD C.SMITH

1200 Hillside Ave. #103 Niskayuna, NY 12309 (CH) 518-***-**** *********@********.***

Operations Manager / Facilitator / Business Development

Operational Analysis and Improvement / Project Facilitation / Customer and Technical Service / B to B Products and Services / P L Management / Sales and Profitability / Quality

Business Administration and Operations Leader: Fortunate to have enjoyed a career of multi-faceted departmental responsibilities in warehousing, distribution, manufacturing and wholesale/retail environments. This has provided the opportunity to acquire the skills and knowledge to become proficient with all aspects of the businesses. Career Track: Professional growth through positions such as Branch Distribution and Sales Manager, Customer and Technical Service Manager, Quality Manager, HR Manager, Director of Business Administration, Business Development Manager, Director of Customer Care, Zone and Department Manager. On a routines basis, was given responsibility for departmental evolution/ turn-around, and special project facilitation often without previous expertise in those areas.

Manager/Facilitator: Demonstrated track record of streamlining operations, implementing procedural improvements and managing special projects while providing strong leadership and direction in a wide range of applications.

Proven Record Across Major Corporate Functions: Abilities to establish relationships, communicate effectively at all levels, analyze needs, deliver value added solutions, recruit, lead and coach successful work teams have resulted in operational efficiencies, customer satisfaction and enhanced sales and profitability. Possess varied P L experience and have deep roots in both internal and external customer service.

Selected Achievements Skills

Implemented process flow productivity improvements reducing scrap by 15%.Developed and implemented Process Notes a systematic compilation of detailed work instructions designed to minimize variables with regard to operational procedures and specifications. Process required unilateral buy-in of multiple departments to complete and ultimately set foundation for successful ISO9000 implementation.

Successfully managed/facilitated multi-task responsibilities.Simultaneously managed three customer service teams, technical service, quality (ISO9000), HR and administrative support. Joint communication sessions led to improved coordination with customer service, sales, manufacturing, internal administration and our customers. Technical service procedures were revised for efficiency, additional profits and improved customer relations. Facilitated ISO9000 system development and implementation on time and on budget. Added direction to HR and Administrative support for improved performance and internal customer service. Provided technical expertise and innovation to marketing, engineering and manufacturing for new product development and roll out and ongoing support of existing product lines. Established and implemented structure and protocols for VOIP call center.

Reorganized function and functionality:(1) Inefficient customer service operations were diagnosed and reorganized for improved communication and customer experience. Opened communication channels internally and externally, re-focused task assignments and achieved operational improvement through regionalized customer service. (2) Manufacturing, sales and commission reporting lacked consistency and accuracy. Streamlined and executed improved reports system and generation responsibilities cutting paper flow in half and increasing quality of information. (3) New facility required layout for space utilization and operational efficiency. Analysis, formulation and realization led to state of the art facility opening with safe, efficient environment for employees and clientele.

Skills:Strong written and verbal communication skills. Highly capable of working within multiple levels of interdepartmental and intradepartmental disciplines as well as in both private and corporate concerns of various sizes. Proficient in problem analysis, execution and resolution and experienced in both short and long term goal planning and follow through with specific deadlines. Strategic planning. Hands-on, open door management style with emphasis on empowerment.

Career Overview

Lowes Home Improvement Center Department Manager 2011- 2012, Zone Manager 2009-2011

Latham Manufacturing Corp. Director of Customer Care 2008-2009

SCP Distributors LLC Business Development Rep. 2008

Aquatic Development Group, Inc. Business Development Manager 2004-2007

Almo Corporation Operations Manager 2003-2004

Cookson Plastic Molding Corporation Director of Business Administration 1991-2002

BS Business Administration, Management - Plymouth State University

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