Customer Service Manager

Treena Tutor

Anaheim, CA 714-***-**** ***********@*****.***

Analyst & Customer Support Manager

An Experienced Team Leader in All Aspects of Business Operations, Sales, and POS Analysis

Highly qualified Customer Support Manager bringing 17 years of experience in improving business operations, customer support, and sales analysis. Supports teams in delivering quality point-of-sales data analysis and customer service strategies that produce results, operational efficiency, and seamless processes. Experienced team leader skilled at cultivating technical support and customer service teams that exceed customer expectations and boost customer satisfaction.

CORE COMPETENCIES

Oracle with a strength in Order Management

IT & DBA collaboration

Sales & Pricing

Salesforce.com

EDI interfaces

Quality Assurance

Contract Administration

Training & Development

Advanced level in MS Office Suite

Operational Efficiency

Project Management

Call Center Management

Teambuilding

KPI reporting

PROFESSIONAL EXPERIENCE

SSD Alarm (Security Signal Devices) 09/2016 – 01/2018

Client Relations and Call Center Manager

Managed the Client Relations Department that supported SSD’s nationwide offices to ensure that each call, email or contract was handled correctly. Pulled all weekly and monthly KPI’s to confirm that abandoned calls were reduced, the log in time for each representative was correct and that call protocol was appropriate. Further KPI’s were pulled, for ownership, to show the key reasons for cancellations so that corrections could be made for any issues in current procedures. Managed all representatives as they created new contracts, for current customers, that needed changes to their account.

Oversaw 6 Client Relations Representative that handled 300 calls and over 500 emails a week.

Documented all processes in Visio to assist all new onboarding and training.

Developed structure to pull KPI’s to expedite corrections in calls or procedures.

Worked with our contract administrators to develop a check list for Sales and Client Relations to confirm all details were correct before a contract was executed between SSD and the client.

NWP Corporation (RealPage) 07/2015 – 08/2016

Manager III of Implementations

Managed the Implementations Department, ensuring timely and quality onboarding for all new properties and products. Worked closely with the Sales team and the client to address expectations and worked monthly to hit our goals of mailing all bills by the 20th.

Oversaw 21 Implementation Coordinators and Managers handling 30,000 onboarding residents a month.

Documented & Streamlined processes for billing, utility expense management and ePay.

Developed a case structure for all products through the Microsoft Focus CRM to fully use the system reporting structure and dashboards for visibility.

Worked with operations, product management and contractors to put in place a client facing website for the client to track the implementation process.

THE BODY COMPLETE 01/2009 – 06/2015

Director of Customer Support and Operations

Managed daily operations as well as supervise, train, and mentor staff in the areas of customer service and sales. Build long-term relationships with customers, vendors, and global manufactures.

Achieved Seven-year track record of profitability as a small business owner.

Integrated technology to support seamless operations in inventory, shipping, accounting, tax collecting and customer relations.

Managed all Global Vendors to ensure that we met all KPI’s, quality standards and on time delivery.

Continues….

TAKAGI (A.O. SMITH) 10/2009 – 12/2012

Customer Service and Technical Support Manager

Managed the Technical Support and Customer Service Department, ensuring superior customer service throughout the customer experience. Troubleshot and resolved escalated customer issues via phone and in person.

Oversaw the call center with over 10 agents handling 300+ calls a day.

Streamlined processes through Salesforce.com to fully utilize the reporting capabilities and database to report failures to the factory, manage inbound calls, and track returns.

Designed and facilitated training classes for industry professionals.

Developed a referral program enabling certified experts to be sent off-site to correct installation issues or service complex installments.

LANTRONIX, INC. 04/2000 – 09/2009

Consultant (2008 – 2009)

Provided valuable recommendations throughout the project lifecycle for system testing and implementation projects. Presented insight and feedback to senior management.

Directed the testing and implementation of the Acresso Software licensing project.

LANTRONIX, INC.

Global Customer Support Manager (2008)

Managed a global customer support team within the local office and France. Completed customer support team training and transitioned the point-of-sale and commission process over to the sales team.

Performed testing and implementation of Acresso Software Licensing and Entitlement maintenance system, confirming all business scenarios worked properly.

PROFESSIONAL EXPERIENCE CONTINUED

LANTRONIX, INC.

Global Customer Support Supervisor Sales Analyst (2006 - 2008)

Supervised three Customer Support Representatives located overseas in France, simultaneously and successfully managing the role as Sales Analyst. Handled all Product Change and End of Life Notifications for products and reviewed all orders for accuracy.

Key member of the implementation team tasked with testing Order Management, Finance, Pricing, Inventory and Operation modules, as well as upgrading systems to Oracle 11i from 11.0.3. Working closely with IT and DBA professionals to ensure streamlined processes and smooth transitions.

Managed integration from the Clarify CRM to Saleforce.com for the knowledge database and call center tracking.

Global Sales Analyst (2005 – 2006)

Compiled and processed all point-of-sale information received from worldwide distributors. Maintained and updated four price books, including customer discounts and system holds. Supported remote offices with policies and procedures, training, returns, and inquiries.

Increased customer satisfaction by building positive relationships, researching inventory and pricing issues, resolving product problems, and responding to customer concerns and issues in a timely manner.

Prioritized shipments and allocated products, resulting in reduced backlogs.

Developed key performance indicators (KPI) to evaluate factors that are crucial to the success of the organization and reported the findings to management on a weekly to monthly basis.

Prior Related Experience: Customer Support Specialist for Lantronix (2000 – 2005) & Data Entry Administrator for Kettley Publishing (1998 – 2000).

EDUCATION

Bachelor of Arts in Business Management, Colorado Technical University (In Process)

Certificate, Human Resource Development, Colorado Technical University

Certificate, Business in the Global Environment, Colorado Technical University

Certificate, Basics of Accounting and Finance, Colorado Technical University

Certificate, Business Fundamentals, Colorado Technical University

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