Customer Service Manager

ROBIN L. AYERS

**** **** ******** *** # ***-Tempe, AZ 85282 – **********@**********.*** – 928-***-****

SUMMARY OF QUALIFICATIONS

An established strategic business partner with a progressive management background in product and focused customer

service oriented environments applying leadership, operations and management skills to a broad scope of responsibilities;

Acquired experience in business development, client/employee relations, budgeting, training and evaluation; Consistently

applied creative vision to identifying and resolving a wide array of business opportunities; Developed a track record of

organizing and creating customer service departments both domestically and internationally.

PROFESSIONAL EXPERIENCE

Ports America, Tricor Services LLC, Chandler, AZ 2011-Present

Customer Technical Assistance Center (CTAC) Manager (76k+)

Manage customer service staff and functions for 9 western shipping (Vessel/Port) terminals and 20+ steam ship company

customers.

• Increased C-Sat score by 20% in an 18 month period.

• Implemented and managed the short term and long term objectives of the customer relationship management

(CRM) Salesforce system.

• Defined and created management Key Performance Indicators (KPI), Dashboards and reporting processes.

• Created multi departmental Service Level Agreements (SLA) ensuring operational compliance while exceeding

customer expectations.

• 28% reduction in email/case volume due to employee training and delivering better customer service.

• Reduced abandoned calls by 48%.

Wandertec, Inc, Flagstaff, AZ 2010 to 2011

Operations Manager in Shipping and Receiving (52k+)

Handled all facets of daily functions related to customer service, purchasing, inventory control, shipping and receivin g for

four websites.

• Improved time from order receipt to shipping by 75%

• Created and implemented inventory control and purchasing processes.

• Increased sales by 15% by integrating a benefits sales approach to customers.

• Managed contract pricing and negotiations with vendors.

Pink Jeep Tours, Sedona, AZ 2010

Customer Service Manager (50k+)

Managed front desk/backend customer service/sales staff. Created monitoring program and ensured adherence to Key

performance metrics.

Deckers Outdoor Corporation, Flagstaff, AZ 2008 to 2010

E-Commerce Customer Service Manager (63k+)

UGG Australia, Teva, Simple Shoes, Tsubo And Ahnu brands; Personally responsible for the strategic direction of a 75+

seat customer service center in the areas of inbound sales and service, email service and web-chat while supporting

multi-brand websites.

• Implemented a retention program that decreased the average turnover rate from over 200% annually to 15%.

• Created and implemented a standardized and comprehensive training and on-boarding system for both regular

and seasonal workforce. Including transitioning of new products being introduced.

• Developed internal coaching program for representative and supervisor development to increase customer

satisfaction and overall sales within the call center by 15%.

• Recognized by Bizrate in the circle of excellence for the customer service support. Improved Better Business

Bureau rating to an A on all levels.

• Member of ecommerce management team with full budgetary responsibility for the customer service function.

• Successfully sourced and launched the Company’s international outsourced call center program (supporting 4

countries) on time and under budget.

Grand Canyon Railway, Flagstaff, AZ 2000 - 2008

Director of Reservation Sales (57k)

• Managed daily function of 34 agents and 3 supervisors.

• Implemented a retention program that decreased the average turnover rate from over 140% annually to 46%.

• Developed and implemented the customer service training program for the department.

ROBIN L. AYERS

2401 West Southern Ave # 107-Tempe, AZ 85282 – **********@**********.*** – 928-***-****

• Participated in the formation and roll out of a new computer system ensuring a smooth transition.

• Improved the overall conversion rate by 30%.l

• Obtained a goal of answering 80%+ of the calls in the target of 35 seconds.

• Developed the department budget and made appropriate decisions with where to spend to get the biggest company

benefit.

• Chairperson for United Way increasing contributions by 110%.

Tumi Inc., South Plainfield, NJ 1994 - 2000

Manager, Customer Services / Export Operations (45k+)

• Provided direction and guidance to personnel in New Jersey and Georgia for this $124MM manufacturer of high-end

luggage to domestic and international distributors.

• Implemented and maintained cohesive relationships with the Japanese distributorship of Itochu Corp increasing

market 50% each year

• Propelled growth 43% through aggressive follow up and awareness of retailers’ requirements.

• Expanded Bermuda market over 60% in past three years allowing for creation of Territory Manager position.

• Contributed valid, relevant input regarding resource assessment, forecasting analysis and proposals in order for

executive management to make sound business decisions.

• Maintained exceptional service to international accounts by overcoming budgetary constraints, which averted errors in

shipments.

EDUCATION

Western International University, Phoenix, AZ – MA – Graduating Fall 2014

Western International University, Phoenix, AZ – BS – Management 2012

Raritan Valley Community College, Somerville, NJ - Associate of Arts 1998

Chubb Institute, Parsippany, NJ - Personal Computer Specialist 1993

COMPUTER COMPETENCIES

Windows 95, 98, 2000, 2003, 2007, MS Word, Excel & Outlook, PowerPoint, Internet, various ACD systems.

Professional references available upon request

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