Customer Service Manager
Resume:
Anne DeKeyzer
Phone: 602-***-****
Email: *************@*****.***
Experience
****-**** ******* *** 888-***-**** Chandler, AZ
Designer Support/Process & Improvements/Email Administrator/Special Projects
Started in Design Support answering phone calls from Designers calling in with questions concerning orders, commissions and up/down lines (direct sales)
After four days, I was moved to Process & Improvements department because I had many ideas on streamlining and improving procedures for the Designer Care department
Loaded each Designer Care rep’s computers with Quick Parts in Word resulting in each rep having company-approved templates to use when sending or answering emails
Updated existing, adding new and deleting old templates with up-to-date information
Discovered we had over 30,000 unanswered emails. Management asked that I delete all unanswered emails and start fresh. Within a few days, we had more than 25,000 unanswered emails built back up. I told management I would the fix the problem but not by deleting emails. Chose a dedicated email team from the team in Designer Care and concentrated on oldest emails first.
The new email team was able to keep up with daily emails but backlog was not being addressed. I asked for permission to shut off phones for two days and use entire Design Care team to answer emails. By day 3, all emails over 24 hours old had been answered!
Kept position leading the team and encouraging them. New company software monitored and distributed emails.
Participated in trouble shooting for new company software
Moved to Special Projects where I worked where I was most needed.
Projects included:
oWriting and posting new instructions and procedures using the new software
oTracking lost shipments and returns
oHelping to streamline procedures for returns, replacement orders and credits
oReentering “lost” orders
oResearching and finalizing open escalations
oProcessed credits for those who qualified
2010-2012 Revana Corporation 800-***-**** Tempe, AZ Google AdWords Account Specialist
Certified as Google AdWords Specialist Level I
Certified as Google AdWords Specialist Level II
Started with Wave 1 of the Google Program
Achieved all of my metrics on a monthly basis
Achieved all goals of 100% or more 24 of 32 months
Worked with clients on reconciling advertising budgets
Promoted to Team Lead in 2011
Mentored all new team members
Handled all customer escalations for 13 sales reps
Participated in continued education classes on a regular basis
Selected for and participated in Revana’s Leadership Develop program
Held training class for new hires on organizational skills
Participated in extra curricular events held by the company including Hope For Haiti telethon, Red Cross telethons and held the position of Treasurer for Employee Activity Committee (EAC)
2008-2009 Nelson JIT Packaging 623-***-**** Phoenix, AZ
Inside Sales Support Manager
Trained two young ISS employees on day-to-day selling techniques and business etiquette
Increased suggestion selling by 73%
Reduced backorders from 27% to less than 2% within ISS department
Reduced dead inventory level by 82%
Implemented procedures for checks and balances on all daily orders
Implemented procedures for coordinating all out-of-town orders and deliveries
Worked closely with Purchasing Department securing price deviations on 90% of all custom orders
Reconciled Accounts Receivables monthly to insure past due accounts did not get shipped to
Reconciled Accounts Payables monthly to insure all credits and price deviations have been received and processed
Proactively called customers for orders to combine with other orders shipping to nearby locations
2006-2008 Interstate Packaging 480-***-**** Tempe, AZ
Customer Service & Purchasing Manager
Assisted in selecting and implementing a new software system for the company
Worked directly with the software company to help write custom reports
Worked with local and national suppliers to negotiate the best prices, quality and lead-times
Worked directly with the customers to determine their actual needs and helped to lower their costs while, at the same time, increasing profit margins by an average of 26%
Implemented inventory control management by implementing cycle counts and inventory aging thus reducing inventory levels by 37%
Processed 1099 forms for all employees
Processed all rebates from qualifying vendors
Reconciled Accounts Receivables monthly to insure credits had been processed and applied to accounts
Reconciled Accounts Payables monthly to insure all credits and price deviations have been received and processed
1989-2006 Allied Packaging Corp. 602-***-**** Phoenix, AZ
Purchasing Manager & Customer Service
Processed all purchase orders
Processed all return and credits to both customers and vendors
Processed all quotes for the best price, quality and lead-time
Worked with the IT Department in writing custom reports needed for my department
Worked directly with customers assuring them of timely service and delivery
Expedited orders to assure timely deliveries and finding alternatives if problems arose
Scheduled production lines for at least three vendors with 25 and more lines making sure that our orders were produced when “we” needed them
Reconciled inventory for 23 warehouses on a monthly basis
Reconciled Accounts Receivables to insure all credits, rebates and deviations had been processed and applied to accounts
Reconciled Accounts Payables to insure all credits, rebates and deviations had been processed and applied to accounts
When appropriate, suggested overstock inventory in place of regular product to reduce dead stock on hand
Worked closely with the Graphics Department on all custom printed items
Worked with all other departments so that I was completely cross trained in all paperwork flow and other employee duties
Education
1980-1985 Arizona State University Tempe, AZ
Studied Business Management and Accounting
1976-1980 Paradise Valley High School Phoenix, AZ
Excelled in business classes
Vice President of DECA
References
Toni Paul (my manager while at Revana)
Real Estate Agent
Steve Johns
Nelson JIT Packaging
Jim Combe
V.P. Interstate Packaging
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