Customer Service Microsoft Office

SAMUEL C. DORCH

***-** ***** ******

Cambria Heights, N.Y. 11411

Cell – 516-***-****

***********@*****.***

OBJECTIVE: To obtain a challenging position in a positive working environment with the opportunity for growth and professional advancement.

EXPERIENCE:

Aug 2009-Present

National Kidney Foundation.

30 East 33rd St. 10016

Internal Operations Manager

• Oversees a staff of two mail clerks covering all aspects of mail room operations

• Control of in-house reference material sent to clients for NKF Social workers thru Salesforce.

• Ensures delivery of incoming mail & sorting of checks made out to NKF for deposit.

• Ensures outgoing mail is processed and sent according to daily schedule.

• Provides supervision with regular updates on service including problems.

• Monitors print jobs through our SmartSheet program to ensure deadlines are met.

• Provide a high level of customer service to staff, Divisions, Affiliates & volunteers.

• Assures maintenance of office equipment.

• Provides monthly spreadsheet to account department for chargebacks of outgoing services.

• Created department SOP for employees to follow guidelines & procedures.

• Provides backup for departmental billing person using E-Requestor payment system.

• Works with Director to co-ordinate all office moves & furniture replacement requests.

• Works with building management to handle office maintenance issues.

Jan 2005 – Feb 2009

Sirius Satellite Radio

1221 6th Avenue New York, N.Y. 10020

Mailroom Operations Supervisor

• Supervised 4 clerks in general mailroom operations.

• Purchased offices supplies, kitchen supplies & beverages for employees

• Maintained monthly metrics of incoming packages to justify current or additional headcount.

• Support as a backup mail clerk for department in case of absenteeism.

• Did quality checks of kitchens, packing rooms & copier rooms to ensure areas are stocked.

• Interfaced with CD&L, UPS & other carrier representatives on way to improve service.

• Orchestrated upkeep and setup of conference rooms.

• Created department SOP for employees to follow guidelines & procedures.

Feb 2002 – Dec 2004

Cambridge Corporate Services

C/O Morgan Stanley 1585 Broadway

New York, N.Y. 10036

Customer Service Supervisor/ Outbound Supervisor

• Supervised 6 clerks dealing with Outbound UPS shipping to 65 Morgan Stanley locations & other satellite locations worldwide.

• In charge of Internal distribution, outbound mail & outbound courier packages.

• Quality checks of all international packages ensuring invoices for customs were filled out correctly.

• Monitored the processing of outbound shipments to ensure quality.

• Maintained shipment logs for courier issues for review with upper management.

• Orchestrated weekly tracking of special services packages for management review.

• Interfaced with UPS, FedEx & other carrier representatives on ways to improve service.

• Supervised 8 Customer Service representatives at 6 Morgan Stanley locations.

• Maintained a daily call volume report to monitor agent production.

• Monitored phone calls to ensure accurate information & quality service given to clients.

• Reported and met call volume goals to for quarterly bonuses.

• Monitored the processing of outbound shipments to ensure quality.

EDUCATIONAL HISTORY

NYU School for Continuing Education N.Y., N.Y. June 2001-Jan 2003

LaGuardia College G.E.D. Program. Received Diploma Feb 1983.

John Adams High School – Ozone Park, N.Y. Sept. 1978 - June 1982

SKILLS

Dynamic Personal Communicator- able to persuade using many forms of communication.

Exceptional interpersonal skills. Works well with peers, team player.

Microsoft office, Outlook, Excel, E-Requestor, Salesforce.

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