Customer Service Manager, business process

ERVIN C. NERIUS

*** ****** *****, ******, ***** 78737 Cell: 512-***-**** Home: 512-***-**** ********@**.***

PROFESSIONAL PROFILE

Professional manager specializing in implementing efficient operating models and customer service processes that support profitable growth. Track record of delighting customers, directing staff, and spearheading operational improvements to increase service, drive productivity, and reduce costs. Recognized for results in designing and implementing effective knowledge management and business systems that reduce costs and improve service and support. Successfully directing cross-functional teams to reengineer or create new processes, methods, and infrastructures. Well-known for positive attitude, dedication, and ability to build an effective service based culture.

Management & Leadership – Accomplished leader in planning, prioritization, and delivery of key organizational and service initiatives; including the design of new tools, training, policies and procedures in support of these efforts. Former Board of Directors - Austin Contact Center Alliance

Communication & Professionalism – Customer and employee oriented. Accessible, flexible, and energetic. Adept at coaching and mentoring. Ability to maintain a professional and patient demeanor when responding to escalated issues or inquiries.

Business Improvement & Problem Resolution – Introducing technology and best practices to the implementation of operational improvements and management of challenging projects. Applying analytical rigor to identify issues and apply management strategies that enhance efficiency and control costs.

AREAS OF EXPERTISE

-Customer Service Management - Call Center Management

-Business Process Management - Problem Resolution

-Quality & Performance - Leadership and Team Building

CAREER HIGHLIGHTS

RETIRED 2015 - PRESENT

CITY OF AUSTIN – AUSTIN ENERGY, Austin, Texas 2012 - 2015

A municipal electric utility company producing, distributing and connecting power for the city of Austin, Texas

Manager, Customer Accounts

Accountable for collecting commercial and residential utility revenue in excess of $2 million monthly at branch locations. Handling customer escalations and problematic issues.

Reconciling payments of cash, checks and money order received at branch walk in centers and accurately reporting receipts to City Financial Department, Austin Energy Financial Department and assuring timeliness and accuracy of bank deposits.

Assuring prompt handing of customer issues customer satisfaction

Meet with irate customers, handle payment terms, and investigate issues to the satisfaction of all parties.

Responsible for proper staffing levels.

Negotiated an ongoing service agreement with the headquarters Contact Center to send staffing to the Payment centers for 6 month periods to cross train for possible advancement and increase knowledge base, thereby reducing the number of full time employees, assure continued customer service excellence, and avoid additional personnel cost at the Payment Center

CONSULTING SERVICES, Austin, Texas 2009 – 2012

Private Consultant

Offering a resource for organizations requiring assistance in developing strategies to reduce costs, improve efficiencies, increase profitability, and foster customer satisfaction.

TOKYO ELECTRON AMERICA INC., Austin, Texas 2000 - 2009

A multi-billion dollar global subsidiary of Tokyo Electron Ltd., manufacturer of semiconductor equipment.

Manager, Customer Support Center

Accountable for 24/7/365 Customer Support Center (Call Center) including order entry, quotations, sales and service support with revenue exceeding $1 Billion annually. Daily activities encompass call monitoring; escalation management; RMA Administration; expediting internal and external requests; managing new and existing projects; documenting and updating policies and procedures.

Realizing productivity and customer satisfaction improvements by implementing a “hot board” solution which dramatically increased visibility of escalated issues and improved employee engagement.

Ensuring compliant, consistent, and seamless service across the United States by integrating telephonic, face-to-face, and online customer service and operational activities.

Directing the Sales Order Business Process Team in upgrading and restructuring the corporate Enterprise Resource Planning (ERP) system.

Expanding the customer base and increasing revenue opportunity by developing and implementing a repair and exchange product line.

Re-engineering and automating the RMA processes.

ALFA LAVAL THERMAL INC., Richmond, Virginia 1989 – 2000

A privately held multi-million dollar global manufacturer of heat exchangers and process equipment

Manager, Systems Development 1999 – 2000

Reducing response time for acquiring equipment Specifications and Bills of Material from a 3 day average to less than 1 hour.

Automating Order and Invoice processes that improved document processing time by 20 hours per week.

Initiating timely Representative Reports and quotation software to improve accountability, response to customer requests, and communications with Sales Channels.

Manager, Customer Service 1994 – 1999

Consolidating multiple customer support locations while streamlining manufacturing order entry software (ERP system) resulting in a cost-effective use of resources and seamless transition to customers.

Establishing and maintaining quality assurance standards, procedures, and controls for call center including the initiation of Key Performance Indicators (KPIs) to maximize customer satisfaction and performance.

Manager, Sales Administration 1989 – 1994

Increasing revenues over 20% by restructuring, instructing, and administering motivational Sales Training Seminars to enhance the product knowledge of all Manufacturer Representatives to a targeted level of competency.

Strategically supporting sales channels by offering innovative on site product demonstrations of capital equipment products to major customers and targeted accounts.

EDUCATION

Bachelor of Science - Accounting/Economics Elmhurst College, Elmhurst, IL

MBA Graduate Studies – Business/Behavioral Science Northern Illinois University, DeKalb, IL

Basic Electronics/Microwave Radio Repair US Army, Fort Monmouth, NJ

Kepner Tregoe Problem Solving and Decision Making TEL Corporate University, Austin, TX

Kepner Tregoe Project Management TEL Corporate University, Austin, TX

COMPUTER SOFTWARE

Microsoft Windows – Microsoft Office 2003, 2007, & 2010 – LiveLink – Baan – BPCS – AS400

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