Customer Service Manager

Doreen Wright

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

Address: **** ******** ******

City: Sylvan Lake

State: MI

Zip: 48320

Country: USA

Phone: 248-***-****

Skill Level: Director

Salary Range: $65,000

Willing to Relocate

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

Doreen R. Wright

1795 Lakeland Avenue

Sylvan Lake, MI 48320

Phone - 248-***-****

E-mail - ***************@***.***

OBJECTIVE

A Project or Operations Manager position at a progressive firm needing market expansion, product development, training and development, customer service leadership, and the ability to:

*Develop and implement strategies to reach identified goals.

*Identify and resolve barriers to profitability.

*Negotiate senior- and staff-level support strategies.

*Attain predictable financial, marketing, and quality results.

*Manage multiple assignments simultaneously and seamlessly.

Goal: To help lead a company to reach its highest economic, market and service potential.

EXPERIENCED IN THE FOLLOWING AREAS

*Event Planning

*Project Management

*Purchasing

*Communication

*Customer Service

*Training

*Cost-Benefit Analysis

*Information Management

*Marketing

ACCOMPLISHMENTS

Event Planning - Developed marketing tools, efficient processes, and excellent client relationships, resulting in the most successful year of meetings and events held at the Walter P. Chrysler Museum since its opening in 1999. The attendance in one year`s time has more than doubled and the number of meetings and events in two years` time has tripled.

Project Management - Planned, developed, and facilitated a successful office build-out and relocation for 35 employees of Engage Energy LLC from one city to another city without disrupting business practices or functions in the process.

Problem Solving - Performed analysis on complicated, structured product/service deals valued in excess of $5 million per deal, ensuring settlement accuracy.

Training - Supervised and trained all new operations representatives on company policies and procedures, necessary job requirements, and the means available to help them successfully conduct business without losing money due to unnecessary human error.

Self-Starter/Motivator - Established and managed a successful home satellite office for a parent company in Virginia, as energy marketer, computer support representative, secretary, travel agent and mailman; and developed the company`s first Midwest location.

Market Growth - Spearheaded the placement of an energy company into a new market area, compiling and processing contract paperwork, educating myself on new market area rules and regulations, setting up computer software applications, creating training manuals, and then setting up in-house training for key personnel-all within the guidelines and timelines required to participate in the new marketplace when it opened for business.

COMPUTER EXPERIENCE

Microsoft Outlook, Microsoft Word, Excel, Visio, and PowerPoint, QuickBooks, Volgistics, Blackbaud`s Raisers Edge, and other internal/organizational software applications

EXPERIENCE

Chief Operating Officer/Director of Operations/Programs and Admissions Manager: Supervise operations of building, staff, and volunteers. Monitor, manage, and increase revenues, while minimizing expenses of benchmarked education programs (K-12 grades), gift shop and admissions, new and ever-changing exhibits, museum programs and events, and over 200 facility rentals annually at the Walter P. Chrysler Museum. Responsible for orchestrating two successful remodels - a conference room and an exhibit space/visitors lounge, to increase facility rental opportunities and general public interest.

Walter P. Chrysler Museum Foundation & Walter P. Chrysler Museum, Auburn Hills, MI - 2002-Present

Project Management/Manager, Gas Services: Responsible for developing operation-related projects, budgeting, training, performing analyses of new business deals, and assisted in cost-benefit analyses for energy industry business segments. Supervised and trained natural gas services representatives; supported the marketing teams in deal-making decisions, scheduling and invoicing; analyzed systems to track volumes and maintain account balances; and served as primary backup to the Manager, Structured Power Products.

Engage Energy America LLC, Novi, MI - 2000-2002

Energy Marketer: Managed a satellite office handling assignments in the Midwest and Gulf Coast regions; supported all customer service, marketing support, and natural gas pipeline scheduling concerns; interacted with major industrial customers and brokers on volume/supply issues to ensure production volumes were within tolerances/variances; coordinated back-to-back spot sales; called on suppliers/vendors to secure optimum profit margins; scheduled volumes to local distributing companies, pipelines, and plants; and monitored and minimized pipeline imbalances.

Virginia Power Energy Marketing, Glen Allen, VA - 1997-2000

Team Leader/Operations Representative: Responsibilities included areas of customer service, marketing, training, and invoicing for a full-service, single-source integrated energy solution company in the wholesale and retail natural gas and electricity markets; managed customer accounts by making decisions/assumptions and limiting imbalances; oversaw and ensured end-of-month demands of pricing, volume, and exceptions. Coordinated customer contracts to confirm percentage and volume changes; and communicated with plant management, account representatives and traders on scheduling issues.

Engage Energy US, LP (formerly Westcoast Gas Services), Traverse City/Southfield, MI - 1995-1997

Senior Control Analyst: Analyzed/monitored shippers and brokers daily scheduling requirements; managed information concerning contract terms; interacted electronically with brokers and shippers; reported on imbalances on system and reconciled differences.

ANR Pipeline, Detroit, MI - 1994-1995

Staff Revenue Accountant/Control Analyst: Assessed and verified revenues on assigned leases to ensure correct revenue was received on a timely; determined interest owners, interest percentages, pay status, and applicable taxes; posted and reconciled amounts received to amounts recorded. Supplied in-house marketers with monthly volumes to be sold, based on deliverability, working interest percentages, and balancing status; scheduled, monitored, and confirmed volumes to various pipeline companies.

Samson Resources & Premier Gas Company (marketing affiliate of Samson

Resources), Tulsa, OK - 1990-1994

Senior Transportation and Exchange Specialist: Assigned to Operations Administration and Planning Department; scheduled and confirmed natural gas requirements for customers in New England states and southeastern US; and enforced contract restrictions and regulations.

Transco Pipeline, Houston, TX - 1987-1989

EDUCATION

Bachelor of Business Administration, Management, Northwood University, Midland, MI

Associated in Applied Science, Administration, SUNY Agricultural and Technical College, Alfred, NY

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