Sign in

Customer Service Manager

Kings County, New York, United States
February 22, 2018

Contact this candidate


Nettie Seaberry

*** ******* ***

Brooklyn, NY ***38

917-***-**** Summary

Experienced in non-profit and publishing research. Program management skills. Policy and procedure development. Skilled at navigating transitions to reach the desired future state. Customer Service Professional with problem solving capability. Effective at handling high volumes of emails and incoming calls. Possess a strong customer service ethic, can-do attitude and detail oriented. Am goal driven and subscribes to the notion of continuous learning. Professional Experience

National Minority Supplier Development Council (NMSDC®), New York, NY Manager Service Delivery, 08.2017 – 11.2017

• Managed NMSDC's inaugural matchmaker event for the 2017 annual conference. Worked with an application service provider to develop and finalize forms for participant sign ups and matches.

• Developed and managed communications with participating buyers and suppliers.

• Searched for, identified and performed outreach to MBEs through NMSDC's central database ensuring they met the criteria for matchmaker sessions.

• Handled all buyer and supplier inquiries.

• Coordinated data exchanges between the NMSDC central database, a cloud-based event management tool, and a customer relationship management product. Results yielded over 500 registered attendees and over 600 scheduled appointments.

• Worked closely with a project manager to develop and create a digitized display to celebrate NMSDC's 45th anniversary.

• Provided all archived content, written overviews and voice overs for 4 decades of historic accomplishments.

• Developed documented process and procedures manuals for developing a matchmaker and volunteer program.

Director – Strategy and Services, 03.2016 – 02.2017

• Identified and implemented strategies, processes and procedures to support effective services to constituents and stakeholders, included the Rapid Response and Corporate Outreach Initiative project.

• Enhanced the customer service experience through a national corporate member outreach.

• Responsible for responding to customer inquiries, primarily through email, to address questions and/or concerns.

• Worked with a talented team of IT and graphics professionals to develop informative additions to the organizations' website.

• Responsible for coordinating entire volunteer process for all national annual conferences; managing upwards of 300 volunteers for 6-7000 participants. Director – Program Development and Operations, 01.2015 – 03.2016

• Responsible for overseeing Corporate Plus®, a revenue generating program representing certified minority suppliers.

• Identified needs and developed surveys to provide reliable measures to support program development.

• Developed detailed program operating guidelines for existing NMSDC programs for the HR department.

• Conducted on-boarding webinars for new committee members for the Corporate Plus® Management Committee.

• Prepared appropriate PPT presentations for national corporate members and new Corporate Plus® members.

• Created newsletters for the Corporate Plus® program, to highlight newest members, services and programs.

• Coordinated and conducted pre-orientation briefings and formal orientation meetings with newly inducted Corporate Plus® members.

• Assisted with the coordination of seminars, workshops and other programmatic sessions and receptions for the NMSDC conference.

• Worked collaboratively with Development, Conference and Event Management teams, and Information Technology & Services Departments, to ensured timely completion of projects.

Director - Minority Business Information Center, 08.1994 – 01.2015

• Developed an Information Center for the National Office of NMSDC within first four months of employment.

• Responsible for budgeting, supervising and administering department operations.

• Responsible for data collection on minority business development.

• Crafted surveys on relevant topical issues and problems pertinent to NMSDC’s constituency.

• Developed strategies with Communications Director to enhance public exposure of president and image of NMSDC.

• Worked collaboratively with Communications Director regarding media outreach, public relations and research.

• Maintained contact and provided research support for NMSDC’s 36 regional affiliated council presidents.

• Maintained contact with various media, government, research agencies and public and private libraries.

• Content Manager for NMSDC national office website. Education

Pratt Institute, MLS, Master of Science (Library and Information Science) Bernard M. Baruch College, B.B.A., Business Administration/Marketing Middle Management Institute Certificate Program, SLA Additional Skills

• Article contributor to book series: Advances in Librarianship.

• Coaching/mentoring.

• Family historian, research and reunion planner.

• Proficient in Concur, event management tools, MS office, Outlook and Power Point.

Contact this candidate