Career Highlights

•Mentored and led Customer Service Representatives while providing guidance for continual growth within the organization.

•Led special projects to jumpstart new programs and provide strategic insight into the effects of daily operations and customer service.

•Manager for team charged with creation of specialized National and Government accounts team. This new team increased yearly collections in that segment by over $10 million while decreasing bad debt loss by approximately $2 Million.

•Highly motivated, efficient and effective communicator with strong customer relations background, team leader, trainer, and team player encompassing key values of integrity, honesty, teamwork, growth and results-orientation.

•Successful team leader with excellent interpersonal, communication, negotiation, organization, and problem-solving skills. Encompass the ability to coach representatives; provide knowledge of international business insight to marketing and customer relations.

•Relationship management and building via extensive traveling to provide customer service to clients through meeting luncheons and dinners with clients.

•Ability to work under pressure and balance multiple competing priorities.

•Diverse leadership experience in multicultural environment

Skill Competencies

Relationship Management / Analytical Skills / Coaching & Mentoring / Team Oriented/Research &Planning/Portfolio Analysis/Complex Problem Solving/Negotiation & Persuasion/ Managing Ambiguity/Critical Thinking/Project Management

Experience

Home Depot – Arlington, TX Nov 2015 – Present

Customer Service Associate

•Ask open ended questions about customer’s projects to determine their needs and level of expertise

•Assist customers with special orders and installed sales

•Offer a friendly greeting and smile to all customers, in person and via telephone

•Use knowledge of product and service offerings to help customers solve issues and complaints

SP Express – Coppell, TX Aug 2015 – Nov 2015

EDI Logistics Account Manager

•Performed customer service and account management duties for B2B clients

•Communicated general information on SP Express and its services by maintaining daily communications with Transportation and Warehouse and Fulfillment and tracking orders from initiation to delivery

•Ensured that SP Express clients continued to have unparalleled confidence in the services provided through regular performance assessments with clients

Winholt Equipment – Grand Prairie, TX Jan 2000 – Jan 2015

Customer Accounts Manager

•Led a team of up to 7-10 front line associates

•Monitored and evaluated customer service performance. Identify operational issues and process improvements, and implements strategies to improve performance.

•Provided day-to-day management and support to customer service staff and investigate and resolve escalated customer service inquiries.

•Managed National & Government Accounts of over $15 Million for Walmart, McMaster-Carr Supply Company and US Department of Defense.

•Assisted Director of Sales in execution of sales programs and strategies.

•Responsible for New Business prospecting and development; including cold calling, preparing presentations, proposals and bid specifications to strategically win new business accounts

•Facilitated above standards account management and customer service to a base of existing and new distributors.

•Provided support and coordination for the efforts of outside sale reps.

•Maintained effective account resolution for major government and IBS accounts.

•Provided continuous feedback & coaching to improve and maintained high quality customer experience, effectiveness & efficiency metrics

•Initiated research and provided complete account resolution to the satisfaction of the clients and Winholt Equipment.

•Provided professional and prompt customer service to all internal and external customers.

Thomson Industries - Port Washington, NY 1998 – 2000

Inside Sales Supervisor

•Supervised staff of 5-8 representatives responsible for territory consisting of over 60 distributor branches & 20 OEM key accounts.

•Accountable for achieving business goals for team of associates by managing, developing & motivating team to strive & exceed standards of customer service experience.

•Define & measure performance metrics (incentive, monthly scorecards, annual appraisal) and clearly communicate to team

•Continually maintain thorough understanding of all company products, services, and pricing to effectively overcome any customer objections.

•Continually identify opportunities to strengthen CSR staff by initiating training. Developed training programs to provide service enhancements

• Deliver the highest level of customer satisfaction to increase sales, profitability and the success of the company through: participating in the hiring, training, and motivation of the call center sales staff; participating in executing marketing and sales plans; controlling costs and improving profitability; and consistently exceeding customer expectations.

• Work closely with Production to respond to requests for delivery changes, material updates & verification of inventory

•Managed and maintained E-Com, EDI, and other specialized order entry processes

•Team leader responsible for timely and accurate paperwork flow to order service representatives, inside sales representatives, and application engineers

European American Bank – Uniondale, NY 1990 – 1998

Home Equity Banker

•Single point of contact for all home equity customers and responsible for conveying underwriting decisions, obtaining loan file conditions and coordinating loan closing options with customers.

•Assigned loan file decisions including: pre-approvals, counter offers, recommendations for alternative loan solutions, file declines and dispute results

•Provided stellar customer service and brought to completion a pipeline of 50 to 75+ customer applications with the capacity to execute daily closings that met department expectations.

•Work through and resolve vendor work issues directly with customer and vendors.

•Accountable for meeting department targets including closing ratio, cycle time and customer satisfaction. Handled outbound and inbound customer, vendor and banking center calls.

•Upon final approval, coordinate loan closing options with customer, banking center and document preparation.

•Cross sell other bank products including, but not limited to, DDA & automatic payment debit.

Education

York College, Queens, NY

Bachelor of Science – Marketing June 1993

LaGuardia Community College New York, NY

Associate of Applied Science - Business Management June 1990

Technical Skills

Proficient in Microsoft Office, Outlook, SAP and AS/400

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