Customer Service Manager

A nna Rocha

***** ******* ****** *** *******, TX 78254 210-***-****

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EXPERIENCED OFFICE MANAGER

Hard-working, effective, and focused business professional with several years of experience

i n progressive office management and logistics roles. Exceptional attention to detail and

complex problem solving skills which provide a high level of productivity and efficiency.

Superior communication and interpersonal skills allow me to build rapport with customers,

vendors, co-workers, and management. Looking for a position that will utilize my unique

skills set for the advancement of the organization

Knowledgeable in: M icrosoft Office Suite, Internet Browsers, Staff Management, Supply

C hain Management, and Operations

PROF ESS IONA L EXPER I E NCE

Avnet, I nc.

1997-Present

Manager for Solution Support Specialist (2005-2013)

Responsible for managing up to twelve employees which includes delegating day to

day tasks and overseeing overall employee development

Process payroll, oversee and provide employee reviews, and effectively diffuse all

employee relations issues

Act as In terim Director when needed which includes working with the sales team,

analyzing sales results, and coordinating meetings

Develop and implement t raining for staff in a variety of business competencies

i ncluding sales best practices

Create employee schedules and oversee overall business operations for a $2 billion

dollar organization

Solutions Support Specialist-Team Lead (2002-2005)

Responsible for acting in a client support role which required extensive

communication and interpersonal skills

Handled all escalated customer issues which required strong customer service skills

and the ability to build rapport with vendors and clients

Trained employees in a variety of competencies including customer service and sales

best practices

T rainer (2000-2002)

Developed and implemented new hire t raining which included CRM, SAP, and

Genesis t raining along with business policy and procedure orientation

Effectively instilled business core values into new hires which included integrity,

customer service, accountability, team work, and innovation

Handled various administrative tasks including developing business proposals and

other presentations

Customer Support/Solutions Support Specialist (1997-2000)

Responsible for providing exceptional customer service to both new and existing

clients along with verifying purchase orders and processing orders

Worked with IBM in order to ensure fast and on t ime deliveries, t racking shipments,

and providing in depth reports

E D UCAT I O N

Some College Coursework, Our Lady of the Lake University, San Antonio, TX

Anna Rocha

11710 Oakdale Meadow San Antonio, TX 78254 210-***-****

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FY’13 KEY ACCOMPLISTMENTS

K EY ACCOM P L IS H M E N TS ATT R IB U T E D I N 2013

B ilingual Manager for Solution Support Specialist

D rove approximately $600M in revenue for employer .

As a manager, my team and I drove and invoiced an average of $150M per quarter in

revenue to our business unit.

T raining.

As a bilingual employee, I speak, read and wri te Spanish. I was tasked with hi ring, and

t raining our New Mexico employees. Upon successful completion of t raining, we were

able to move U.S. employees to other departments and reduce operations head cost by

over 40%.

H /W password ret rieval and software Key expertize.

As a manager, I was a focal for customers that needed immediate access to software

keys, using IBM’s entitled software website. I was also a focal on retrieving hardware

activation codes. This is a vital and critical role in the organization as customers require

same day access.

Software Compliance Focal.

As the Software Compliance focal, it was my duty to ensure that customers hardware

was in sync with IBM’s inventory records.

97% Customer Satisfaction / Loyalty rating.

I consistently strive for superior customer service. I oversaw over 150+ customer accounts.

As a manager of Solution Support Specialist (customer service), my team and I have direct

customer interface. I have constantly performed a 93% or better rating. Ratings are

conducted via customer survey every quarter.

Managed 150+ customer accounts, 15 employees.

For 2013 I oversaw 150+ customer accounts, and 15 employees. I was also engaged with

t he daily day to day activities that my employee were engaged in. This includes: Booking,

t racking, and invoicing new orders. I also worked PO discrepancies, returns and

escalations. I was also the lead backup when our Director of Operations was out of the

office.

Sales Forecasting, Team work.

Being the manager of Operations, I worked closely across the aisle with the sales force.

T hey depended on my for invoice forecasting every month end. I had to look at all booked

deals, anticipate the new ones and come up with a month forecast for our sale dept.

R EFERENCES:

Solution Support Specialist: Elsa Prigadaa, email E ***.********@*****.*** #210-247-

1001

Solution Support Specialist: Melody Stavarakis ******.*********@*****.*** #210-247-

1151

Director of Operations: Tony Gibson, email. ****.******@*****.*** #210-***-****

Director of Sale: Seth LaPradd, email ****.*******@*****.*** #210-***-****

Contact this candidate