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Customer Service Representative

Frederick, Maryland, United States
January 20, 2018

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**/**** ** *******

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GILES, MD 21702 C: 301-***-****

Process documentation High focus on customer

Write and conduct performance satisfaction

reviews Extensive SAP experience

Hiring, firing, performance Excellent verbal and written improvement plans communication skills

Training and development Logical decision making and Effective employee supervision problem solving abilities and conflict resolution Exceptional organizational and prioritization skills

Customer Service Supervisor

Rohde & Schwarz USA, Inc. Columbia, MD

Successfully supervise and manage the activities of 10 customer service representatives with a high retention rate.

Document processes and policies.

Develop, implement and monitor KPIs to maximize customer satisfaction, identify problems and areas for improvement.

Monitor the daily activities of customer service representatives, recognizing and shifting resources where needed.

Prepare detailed monthly and quarterly productivity reports. Conduct weekly team meeting. Participate in weekly management meeting. Participate in quarterly management balance scorecard meeting.

Interview, hire and train all new customer service representatives. Address negative customer feedback.

SAP key user. Test, implement and provide training on all new SAP CS modules and features.

KISS/C4C (CRM) key user. Test, implement and provide training. Participate in ISO and A2LA re-certification audits and perform internal audits.

Lead customer service representative from 2003-2007 with same duties as lead rep below while at Tektronix.

Operations Supervisor/Lead Customer Service Representative (Service Dept Acquired by Rohde & Schwarz)

Tektronix Inc. Gaithersburg, MD

Service order entry using a variety of ERP systems including Oracle, Open-Up-Time, and others.

Worked in a team environment and collaborated effectively to insure team goals were met.

Processed incoming/outgoing service orders to include customer billing. Responsible for promoting and maintaining positive customer relations. Responded to customer or sales inquiries about the status of service orders. CINDY


Devoted customer service supervisor with the ability to motivate associates through continual guidance, development and coaching. Dedicated to providing excellent customer service. Specialize in developing and monitoring KPIs for maximum operational efficiency and procedural improvements with an emphasis on Lean. Possess a thorough understanding of ISO 9001 / ISO 17025 Worked with technical staff and service management to resolve issues with service jobs.

Performed general office administrative tasks.

Verified planned services and capabilities conform to customer's request and requirements.

Resolved complex/difficult customer issues related to current or past service jobs.

Compile reports related to customer service functions. Trained customer service representatives on policies, procedures and ERP system.

Reviewed and executed government contracts and customer purchase orders.

04/1984 to 08/1989 Customer Service Representative Tektronix Syracuse, NY

Processed incoming/outgoing service orders.

Responded to customer or sales inquiries about the status of service orders. Performed general office administrative tasks.

Reviewed and executed customer purchase orders.


1982 Associate of Applied Science: Executive Secretarial Science Alfred State University Alfred, NY, USA

Sept 2014 - American Management Association: Management Guide to Conflict Management

March 2014 - DISC: Influencing for Business Results May 2013 - Center for Creative Learning: Executive Team Building Workshop, Leading Teams for Impact, Leading the Business and Others Dec 2007 - American Management Association: Making the Transition to Management

Dec 2006 - Rockhurst Univ for Continuing Education Center: Management Skills for First Time Supervisors

July 2003 - PRISM Solutions: Internal Quality Auditor ISO 9001:2000 SKILLS

SAP, Oracle, Microsoft Office - Word, Excel, PowerPoint, Access, Lotus Notes, KISS/C4C

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