Customer Service Management

Donald Seaman

Accomplished Customer Service Professional

**** ******* ****** #*** *** Vegas, NV 891**-***-*** 9497

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

I have over 15 years in customer interaction and service. I have a sales background and have won numerous accolades for my performance in both service and sales. In the call center industry I have held many different positions from agent on the phone to call center operations. I have been instrumental in opening call centers from concept to first call taken.

The type of career I am looking for is in the call center industry either working directly with customers taking calls, workforce management assisting management with customer retention and forecasting, operations, or any other positions available in the industry

Authorized to work in the US for any employer

Work Experience

Temporary Associate for peak season

Amazon.com - North Las Vegas, NV

2010 to 2012

2010.

• Assisted Area Managers in outbound order fulfillment department during holiday peak season. Currently

• Assisted daily workflow of orders as needed

• Trained in Picking orders per Amazon training

• Trained in receiving and releasing trucks as needed

• Assisted in preparing trucks for pick up to be shipped out.

• Trained in Scan-Packing area

• Problem Solve

• Computer trained on FC Console to drive work flows as needed and instructed by area managers

Operations/Logistics Manager

Blue Ribbon Relocation - North Las Vegas, NV

July 2004 to July 2010

Hired as manager to recruit, train and supervise 10-15 Installers in the Office Furniture industry. Assisted in IT, warehouse management and residential moving departments

• Managed and scheduled daily jobs for a team of 10-15 installers and service delivery staff to ensure service levels and objectives are met. Implement operation improvement to meet established objectives. Assisted in managing activities related to customer requirements, budget challenges, human resource needs and plans for new business development within assigned area.

• Facilitate customer relationship and satisfaction while ensuring adherence to company policies and processes. Investigate matters of significance, recommend and implement appropriate course of action.

• Select and hire employees. Train and evaluate employees to enhance their performance, development, and work product. Addresses performance issues and make recommendations for personnel actions. Motivated and rewarded employees including providing salary increases, bonuses and promotions within allocated budgets and company guidelines.

• A/R and A/P daily for department which included: Auditing invoices with purchase orders Adjusting any errors on purchase orders or invoices Process high volume of invoices for payment

• Examine various documents including invoices, bills of lading, and shipping statements to ensure matches customer request.

• Conduct meetings with staff to assess group's overall status; discuss ideas for improvement and inform staff of new developments.

• Maintaining and improving SOP's and maintaining other documentation

• Drives efforts to exceed customer expectations daily

Call Center Supervisor

Williams-Sonoma, Inc

February 2001 to July 2004

Call Center Representative

Williams-Sonoma, Inc

November 1995 to February 2001

Supervising a team of 20-25 reps, including: selection/interviewing, coaching and counseling/corrective action in accordance with William Sonoma guidelines, processes, practices, and within applicable employment laws/regulations.

• Developed and maintained constructive working relationship with markets, customer support teams, Team Managers, and Operations Department.

• Manage and resolve major customer and market escalations.

• Reporting and Reports creation on Metrics and call quality

• Ensure acceptable service levels for tickets and inbound calls by monitoring call distribution system and ticket queues.

• Conducted real-time monitoring of Representatives to monitor productivity, metrics, and technical accuracy to ensure excellent service for customers.

• Ensured Representatives provide empathetic, courteous, quality customer service and complete duties in accurate and timely manner.

• Proactively address issues and insure appropriate work environment for all employees.

• Maintain records on work volume, productivity, performance, and attendance of representatives, and prepares reports as needed.

Personal Care Assistant

Angel Home Healthcare- Las Vegas, NV

January 2010 to Present

Education

Business studies

University Of Phoenix - Las Vegas, NV

December 1998 to December 2003

Skills

Logistics Management, Warehouse Management, Inventory Management, Customer Service Management, Workforce Management (call Center) (7 years), Customer Service (10+ years), Account Management (9 years)

Certifications/Licenses

Microsoft Office Specialist

April 2020

pharmacy technician

October 2016

Additional Information

Areas of Expertise

• Customer Service Management • Complaint Handling & Resolution • Operations Management • Customer Satisfaction Enhancement • Logistics Coordination • Routing and scheduling software • Teambuilding & Training • Cost-Reduction Strategies • Order Fulfillment

Contact this candidate