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Customer Service Manager

Sanford, North Carolina, United States
August 24, 2018

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Kim Balsamo

*** ****** *** ***** ******: 919-***-****

Fuquay Varina, NC 27526 email:


“All of your customers are partners in your mission.”

–Shep Hyken –

Customer Service Manager and Team Leader

Results-driven and customer-oriented accomplished professional offering 8 years in optimum functioning of the department and the consistent achievement of customer service standards. Manage escalations and communicate appropriately to all stakeholders by ensuring a strong team approach and the attainment of maximum performance levels and productivity. Adaptable leader who thrives in fast-paced, and high-stress environments.


Proven track record in resolving and reducing customer complaints and meeting customer service level agreements. Quality-focused and pragmatic manager with excellence in optimizing workflow, exceeding objectives, building alliances, and ensuring world-class customer service. Mentoring and leading direct reports towards high performance, quality and productivity. Training staff to maximize the benefits of technology to achieve excellent customer satisfaction levels. Responsible for successful strategic initiatives to improve team productivity and increase staff retention. A decisive action-orientated manager who successfully takes complete ownership of the customer service function.

Solutions-Oriented Selling

Relationship Development

Problem Resolution

New Market Penetration

Decision Making

Customer Satisfaction Enhancement

Customer Complaint Resolution

Exemplary Customer Service

Branding and Positioning

Data Collection and Analysis

Prospecting & Management

Human Resource Management

Team building and Training

Key Customer Acquisition

Training and Development

Team Management

Milestones & Achievements

Turned the Lacquer Department in Coty around and contributed to the success of Lacquers. Controlled attendance issues with Apple and reduced attrition. Promoted three times within 5 years at Coty. Opened up and created a brand new call center for the new toll system, in North Carolina. Hired, trained and coached 310 agents for the new Apple sales and Customer Service Department.



Coty, Sanford NC March 2014-Present


Play instrumental role in driving firm to consistently provide exceptional quality, operations, and customer satisfaction. Order supplies for department and control all departmental complaints. Develop staff training program for recruits in the department for Lacquers and Hydro’s. Testing of all lacquers prior to being sent to warehouse and filled. Creator of SOP’S for department, and updates. Updating Certificate of Analysis.


Coty, Sanford NC June 2013-March 2014

Bom Coordinator

Ensured the consistent achievement of customer service levels and standards in absence of Bom Instructor. Established comprehensive details for new raw materials with ordering new supplies for department. Tracked and updated Bom in SAP and coordinated in Quality Control Lab.

Tracked customer interactions from order through billing. Performed efficient troubleshooting of account issues.

Coty, Stanford, NC November 2011-March 2013

Customer Representative

Promoted to Coordinator position owing to company’s business acumen. Supervised Wal-Mart US and Wal-Mart Canada ordering and shipping out of $2.5 million worth orders of products on daily basis. Analyzed and complied order data.

Engaged with and worked with multi-generational team of sales people. Boosted and maintained largest company’s account. Oversaw the smooth operations and delivery of Wal-Mart orders without delay.


URS, Morrisville, NC March 2011-November 2011

Senior Supervisor

Planned, assigned and monitored work tasks for optimum team efficiency. Managed representatives taking calls from customers with toll questions sale questions and account information.

Engaged and supervised a multi-generational team of sales people. Ran daily reports for director with regular attendance reporting. Streamlined inventory for smooth work operations.

Previous Assignments

ACS, Raleigh NC October 2009-October 2011

Operations Manager

3rd-Party to Apple. Technical support in Sales and Customer Service with domestic (4) locations in North Carolina: ran the call center for 310 agents 8 supervisors and 4 trainers for overall company success. Mentoring and leading direct reports towards high-performance, quality and overall productivity.

Element Customer Care, Durham March 2009-October 2009

A Cable, Internet and phone service company. Set up a new call center by hiring and training all the representatives. One branch 20 employees. Running reporting, attrition and head count. Monitoring, coaching, training, daily meetings one-on-one meetings.

Education and Training

Wake Technical Community College



Studies in and one-year Degree in Bio Works

Cary, NC

Technical and Software Skills

SAP, Enginuity Windows 10, Excel, PowerPoint, and CRS.



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