Customer Service Manager
Resume:
MICHELLE L. CHICAGO
**** *. ******* ***. - *******, IL 60618
********.*******@*****.***
Executive Summary
Results-oriented professional with exceptional abilities to build,
maintain, and enhance customer relationships. Excellent organizational and
analytical skills to deliver strategic business solutions. Proven track
record in effectively managing multiple complex projects concurrently.
Proven success in training individuals and continued motivation to achieve
set goals and KPI standards. Special area of expertise in EDI transactions
and working with solution teams on a variety of projects for visibility on
a single platform to create more value for the client with the
organization. Creative and extensive knowledge of logistics, supply chain,
B2B, B2C, sales, and retail PO management processes and procedures.
Demonstrated customer satisfaction and drove continued improvements by root
cause analysis, researching data, and technical issues.
Qualifications/Core Competencies
> Self-motivated individual with strong leadership and communication
skills
> Strong ability to manage multiple tasks and work well under pressure
> Achieved a high level of knowledge in production, distribution,
packaging, vendor and PO management, automotive, shipping, receiving,
bulk freight, JIT shipping, B2B, B2C, ASN, EDI, ERP, SAP, Visio,
AS400, Business Objects, and all Microsoft Office applications
> Ethical, professional, analytical, organized willing to discover and
advance in new processes
> Multimodal (Air, Ocean LCL & FCL, Domestic LTL, & TL)
> Proven success with standard operating procedures (SOP),
implementation of new business, and quarterly business reviews (QBR's)
> Reliable and well rounded individual with strategic and creative
thinking expertise
Experience
Prudential Rubloff Properties
Chicago, IL
Real Estate Company
Licensed Real Estate Broker
June 2012 - Present
> Currently an independent contractor
> Selling single family and attached properties
> Working with buyer clients to find to find dream home properties;
including multi-family, single family, town homes, and condos
> Special area of expertise: Negotiation, Pricing, Marketing, and,
Communication
Kuehne + Nagel USA, Inc.
Elk Grove Village, IL
International Logistics Corporation
Regional Orders to Market Program Manager (Retail)
October 2010 - October 2012
> Awarded profitable business development due to the achieved 98% on-
time completion for the launch of processes regarding EDI, ASN, ISF,
SOP integration and the adherence to data, documentation, and customs
requirements for program mapping
> Implemented multiple new accounts with high level management and
executives
> Sustained 70% of Chicago branch O2M clients customer service, PO
management
> 98% to 100% satisfaction and compliance achieved by creating internal
performance score-carding (KPI's) for data quality monitoring to drive
continued improvements
> Expanded the Order Management business and process improvements -
business development support for B2B and B2C
. Enhanced root cause and quantitative data analysis
. Initiated process improvements for web based troubleshooting,
training and support to clients; including setting up and
maintaining monitoring alerts
. Presented performance measurement against end goals for clients and
management
. Guaranteed 100% data quality and accuracy of all reporting and QBR
results
Key Accounts Manager
December 2005 - October 2010
> Improved overall success of 12 high volume and leading profitability
global logistics accounts
> Proactively eliminated 90% - 95% of department documentation and
transportation inconsistencies
DHL Danzas Air and Ocean
Romulus, MI
International Logistics Corporation
Customs Brokerage Agent- Lead agent for VW parts and vehicles
March 2004 - December 2005
> 100% EDI invoicing compliant
> Achieved 98% customer satisfaction rating; specializing in just in
time Volkswagen auto parts and charter airfreight
> Proven track record in compliance and auditing
. Maintained 40% of all import ocean and air freight customs
brokerage entries in accordance to US Customs standards
. Experienced in high volume, value and demand automotive parts
. HTS classification experience
Import Ocean Custom Service Rep.- Lead Logistics Coordinator
November 2000 - March 2004
> Exceeded all customer needs and expectations; specializing in Canadian
border crossing
> 100% job cost analysis prior customs clearance process
> 75% of rate quotes won new clients relationships and repeat business
. Dispatch freight, problem resolution, data entry, track and trace
. Specializing in 75% of all direct TL, LTL, FCL from Canada including
border crossing processes and procedures
. Responsible for 100% of ocean import functions including customs
documentation processing, on-time delivery, and reporting with
100% responsibility for PL (profit & loss)
. Facilitated communication between departments to maintain accurate
customer enquires
Hollingsworth Logistics Inc.
Dearborn, MI
Privately held packager and distributor of automotive parts
Customer Service Rep.
July 1998 to November 2000
> Customer service concerns addressed with a 98% satisfaction
performance; specializing in JIT shipping for Tier 1 suppliers, Ford
Motor Co. and General Motors
> 100 % coordinated with the shipping department to ensure distribution
of products and enhanced working relationships between suppliers,
customers, and departments
. Reports included quality inspection, shipping progress, transaction
completion, production schedules
. Cycle counting, inventory quality inspection, pick ticket
allocation, supplied work order and purchase orders
Education/Affiliations
Bachelor of Science in Management (BSM)
Chicago, IL
University of Phoenix - 3.51 GPA
. Member of National, Illinois, Chicago Association of REALTORS
. Member of Roscoe Village Neighbors
. Condo Board Member
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