Customer Service Manager

SUMMARY OF EXPERIENCE AND QUALIFICATIONS

Twenty years of management experience in customer service in both electronics and electrical industries.

Proven leadership and facilitation skills.

Excellent organization, communication and interpersonal skills.

Strong collaborator and partnership cultivator.

PROFESSIONAL WORK EXPERIENCE

Call Center Supervisor Jones, Lang & LaSalle Current Charlotte, NC

Provide excellent employee growth and management for 10 direct employees.

Contribute to the growth of Real Estate Firm

Balance/ leverage floor quality and production of staff while maintaining strategic staffing levels.

Serve as an escalation point for the Service Center.

Deliver a high level of customer support to the Client for all facilities in North America

Ensure all Service Center KPI’s are within client threshold.

Oversee new customer service representative training program.

Liaise with Data Manager, IT department, field staff, and Client representatives on data-related support needs and inquiries.

Ensure high quality work output; plan, organize, and coordinate work efficiently; meet assigned deadlines.

Team Leader Huber + Suhner 2013-2016 Charlotte, NC

Served as Sr Customer Service Supervisor for large group/territory. Account responsibility for all aspects of Order Fulfillment for several large key accounts with sales of $40 million. Responsibilities includes order entry, pricing, product mapping and served as liaison for company with customers and direct involvement in supply chain management. Responded to all service requests from customers and proactively manage accounts through successful resolutions. Provide effective communication regarding status of accounts, proposals, quotations, pricing and alternative solutions for dispute resolutions, Experienced EDI analyst. Works closely with Distribution and warehouse management of product scheduling. Proactive in working with team to provide exemplary service to ensure deliverables exceed customer’s requirements. Manufacturing environment.

Senior Customer Service Manager Volex Inc 2009-2013 Hickory, NC

PRINCIPAL DUTIES AND RESPONSIBILITIES

Leadership

Responsible for the supervision, direction and training of Customer Service Team for this cable manufacturer to ensure that all customers and Outside Sales Team’s requirements were met. This position served as liaison between Volex and external customers in the execution of project management, daily account activity, order entry fulfillment and supply chain management.

This position involved significant account management techniques and required the ability to support multiple activities simultaneously. Key requirements included, but were not limited to: strong communication (verbal and written), excellent decision making ability, and competence to work efficiently as an individual and as part of a group.

Provided direct support for 2 Inside Sales Account Managers and 12 Inside Sales Coordinators in Hickory, NC, Indianapolis, Arkansas and Tijuana, Mexico for 100 million in sales for North America in 2012.

Performance Management

Excellent in supervisory skills and abilities that aptly managed the growth and development of individuals and department.

Effectively maintained outstanding working relationships with individuals/departments in the course of work, internally and externally, including all levels of management.

Possesses acute planning and organizational skills with attentiveness to details.

Highly skilled in recruiting, training, developing & retention of employees.

Conducted departmental meetings that focused on performance and process improvements.

Responsible for the overall success of department as it relates to sale goals and customer satisfaction.

Relationship Management

Superior collaborative working relations with Inside Account Managers, Outside Sales Team, Plant Managers, Chain Supply Director, Finance personnel and other Volex departments.

Trusted partner with the Outside Sales and plant teams in Mexico, Poland and China in providing value-added expertise for

business and financial growth for Volex.

Financial Center Manager Wachovia Bank 2007-2009 Richmond, VA

Managed the overall performance of financial center in achieving and exceeding goals in sales and providing

exemplary customer service to Wachovia’s business & individual account customers.

Exceeded the established productivity goals for Financial Center through the development/ implementation of best practices for new and existing customer accounts.

Coached and developed employees to deliver exceptional service to customers while increasing their influence on customer

retention, banking experience.

Consistently received unsolicited feedback from customers for outstanding service and improved sales

20% and increased customer base 10% from previous year.

Director of Programs Memphis Leadership Foundation 2003-2007 Memphis, TN

Director of the Act Six Program at Memphis Leadership Foundation (MLF), a non-for-profit organization serving the greater Memphis area. Act Six is Christian leadership development and scholarship initiative with Crichton College. The programs design included forming and maintaining partnerships with colleges and scholarship providers that facilitate the recruitment, selection, training, sending and support of scholars for program.

Provided overall management for the Compassion Capital Grant Program which included scheduling; grant proposal training

for training of 15 faith /community based organizations.

Worked with entities such as media, governmental officials and school board members in coordination of

multi-media, events, marketing, and public relations requirements for MLF

Office Manager Baker, Donelson, Berman Law Firm 2001-2002 Memphis, TN

Recruiter for law firm’s administrative staff. Supervised hiring and training staff of 60 employees.

Participated in strategic and tactical planning to maintain the highest standards of service and leadership.

Responsible for maintaining accurate budget calculations and forecasting for department/personnel.

Customer Service Manager-Electronics Thomas & Betts 1997-2001 Memphis, TN

Recruited, hired, trained and managed staff of 30 full time employees .in order fulfillment/pricing, call center

Highly effective leadership, communication and motivation skills that led to 90% employee retention ratio

Consistently exceeded sales goals by 10% each year.

Customer Service Supervisor-Electrical Div Pass & Seymour LeGrand 1996-1997 Syracuse, NY

Staffed, trained and managed 17 customer support personnel in the areas of order fulfillment

for electrical manufacturers call center.

Developed, implemented, and evaluated new system designed to track revenue derived from customer sales.

Customer Operations/Asset Manager International Business Machine 1982-1996 Syracuse, NY

Established and maintained a world-class environment for business conducted by employees at

5 IBM office locations in New York State.

Staffed, trained, developed and motivated 15 customer support personnel in order entry and order

fulfillment procedures in a call center environment.

Received Outstanding Customer Service Manager Award for exemplary management of department.

EDUCATION

State University of New York at Cortland B.A in Sociology Cortland, New York

Lilllian T. Carter pg 2

Contact this candidate