Customer Service Manager

ANA MOFFATT

*** ******** *********, *********, ******* L3Y 6R3

Te; 905-***-****, e-mail: ac0rw9@r.postjobfree.com

PROFILE

Achievement and results oriented leader highly experienced in the areas of customer service, order fulfillment, call centers and problem resolution. Skilled at managing cross-functional teams, planning and goal setting to drive performance improvements. Extensive experience in SAP, developing tracking and performance measures and developing staff. Passionate about analysis and problem solving in order to find ways of providing increased customer satisfaction and continuous improvement.

PROFESSIONAL EXPERIENCE

ERGONOMIC ACCESSORIES Feb. – Oct. 2015

Product and Service Specialist/Consultant

Achievements:

Developed standardized pricing models to ensure consistent customer quoting and internal costing.

Developed new product sales documents to enable more efficient and accurate tools for Sales reps.

Improved customer response times by 100% ensuring all requests were responded to daily.

Reduced AR DSO by 30% by developing process to send out Statements bi-weekly.

INSCAPE 2010 - 2013

Senior Manager, Client Services

Strategic leader responsible for 17 staff that provided various order and project management services to corporate dealer partners throughout North America.

Achievements:

Developed new measuring tools and reporting in order to set realistic and attainable goals.

Monthly reporting at the functional and staff level resulted in a 30% reduction in order entry time.

Increased customer satisfaction performance awareness by creating a monthly Client Services Scorecard to communicate results of KPI’s to all levels of the company.

Developed customer satisfaction survey, process and reporting for all projects over $50k.

Coaching and motivating of all staff resulted in numerous process and systems improvements that increased efficiency and/or reduced costs.

ESRI CANADA LTD 2008-2009

Director of Customer Service

Responsible for 30 staff including call centre, order processing, license & maintenance, distribution and products & pricing.

Achievements:

Lead implementation of new corporate ERP system for SAP Sales & Distribution module.

Developed re-engineered process to increase efficiency of licensing process by 50%.

Ana Moffatt Residence: 905-***-**** e-mail: ac0rw9@r.postjobfree.com Page 2

MEDIGAS, A PRAXIR COMPANY 2006-2007

Customer Service Manager – GTA

Responsible for 30 staff across five branches within the GTA, including customer service, inside sales, billing and local

supervision.

Achievements:

Reduced operational costs by eliminating vendor late fees by 100% with monitoring and goals setting.

Increased customer satisfaction by reducing billing errors by 90%.

WH BRADY IDENTIFICATION SOLUTIONS 2003-2006

Customer Service Manager

Responsible for managing two independent call centers consisting of 30 staff.

Achievements:

Developed comprehensive performance metrics to track team and individual performance.

Reduced order entry errors by more than 50% with reduced headcount and increased sales volumes.

Awarded five President’s Value Awards for Customer Focus and Outstanding Performance.

Developed $ 60,000 cost savings plan to convert printed and mailed customer invoices to electronic distribution.

STEELCASE CANADA LIMITED 1987 - 2002

Customer Care Manager 2000 – 2002

Managed 18 staff within the call centre, order management, customer service and corrective action teams for the Canadian dealer market.

EDUCATION

McMaster University

Bachelor of Arts – Psychology

PROFESSIONAL DEVELOPMENT

Situational Leadership II

Managing For Results

Leaders Leading Leaders

Tom Peters Leadership Challenge

Building Competitive Advantage Through Executive Development

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