Customer Service Manager

Renee Pressley

**** **** **.

Kenosha, WI *****

Phone: 262-***-****

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

CAREER OBJECTIVE

To obtain a position in management that will utilize my 18 years of

customer service experience in leadership, strategic planning, and training

to complement an organization's mission and vision of success.

SUMMARY OF QUALIFICATIONS

Proficient manager with over 14 years of experience in contact center team

management, project management, and e-commerce customer service support

infrastructure. Experienced in call center strategy and management while

leading e-commerce support initiatives focused on consistent, multi-channel

support. Customer Service leadership in e-commerce support areas such as

phone, e-mail, click-to-chat/call, mobile website, mobile applications, and

more. Extensive operations, project management, and continuous improvement

experience in a multi-channeled Customer Service environment.

SPECIALTIES

Team building, ability to work with multiple cross-functional groups,

including business and technical teams, critical thinker, analytical,

strong written and verbal communication, ability to learn new things

quickly, project management, operations, contact centers, multi-channel

support, e-commerce, continuous improvement, data analysis, reporting. A

leader with a high degree of business acumen with the ability to

proactively assess opportunities and provide value-added partnership. Track

record for being detail-oriented with a demonstrated ability to self-

motivate and follow through on projects. Customer centric business partner

with the ability to engage with senior executives as a peer and build long-

term relationships with the competence, stature, and executive presence to

quickly establish credibility with the customer.

PROFESSIONAL EXPERIENCE

Manager, Customer Service (Grainger.com), Jul 2005 - Present

WW Grainger

. Manage Grainger.com requirements of high revenue accounts through

Grainger Procurement Solutions service offerings resulting in over

$12M growth over a one year period

. Accountable for team performance on large, high risk, highly visible

accounts typically between $2M-$5M in size.

. Assisted with successful execution of complex Real-Time Product

Availability features (exceeded 1st year goal @ $50M)

. Maintain a service level of 90% of calls being answered in 20 seconds

or less

. Participated in successful implementation of new platform tools:

Employee Response Management System (ERMS)

. Led successful continuous improvement initiatives for the Service

Center resulting in a 450K per yr. savings

. Led projects to accelerate ecommerce customer adoption (WebEx

sessions)

. Led projects to increase grainger.com self-awareness to field partners

(GPS)

. Manage performance, hiring, promotions, disciplinary action,

performance evaluations, and developing staff, both individually and

as a team

. Maintain contact with internal customers to ensure high levels of

satisfaction with follow up

. Maintain solid business partner relationships with key business

partners such as the User Experience team, eCommerce, Field

Consultants, Territory Sales Representatives, Account Relationship

Managers, Account Managers and Customers

. Plan and facilitate monthly team meetings with staff

. Identify, recommend, and implement process improvements regarding the

Maintenance, Repair and Operations process

. Highly active participant with the development of the "Seller's

Playbook" for Grainger field partners

. Partnered with key business partners to help lead a successful

implementation of G.com Call Support Model

Quality Assessment Analyst, Aug 2003 - Jul 2005

WW Grainger

. Monitored and evaluated the quality of inbound phone calls to ensure

accuracy and proper use of tools and resources

. Documented quality issues, performance measures and quality

improvements for management review

. Provided information to assist in giving feedback to employee

. Provided on the spot coaching when necessary

Customer Coordinator Feb 2002- Aug 2003 WW Grainger

Provided assistance to the Customer Service Manager

. First line of supervision for Customer Service Associates

. Provided coaching for associates through positive communication and

feedback

. Managed overall productivity and workflow of the team

Customer Sales Associate Jun 1999-Feb 2002 WW Grainger

. Provided customer service for Grainger's high revenue accounts such

as Disney, Universal Studios, Chiquita Banana and others

. Handled an average of 75-100 ACD phone calls daily from Grainger

markets.

. Produced a minimum of 5-10 quality leads to Territory Sales Managers

per week.

. Handled and resolved all customer concerns in a positive and friendly

manner.

. Maintained metric objectives including average ACD calls, Talk Time

and Availability on a daily basis

Account Manager Jul 1997 - Jun 1999 Quill

Corporation

. Traveled to various key/property locations to promote our range of

services & sourcing capabilities

. Managed and own the relationship between the client and Quill's

Promotional Products

. Developed strategic plan to grow sales and margins within the assigned

client for products & services

. Work closely with other Quill business categories to introduce,

leverage and drive incremental revenue opportunities

. Conducted meetings and presentations with key account stake holders to

drive sales and insure an excellent customer experience

. Provided direction and leadership to all internal departments that

support the customer - Special Order, Account Services, Merchandising

& Customer Service

. Negotiated contract extensions and insured all contract terms were

adhered to

. Understood, communicated and interpreted brand direction for all

account team members

. Provided leadership & direction on client promotional & retail

merchandise needs

. Demonstrated a thorough knowledge of and present latest in promotional

& retail merchandise trends

. Recommend all-new product ideas to drive brand the clients' specific

event/promotion objectives

. Analyzed our current position to identify discrepancies with client

goals and develop a shared vision

. Traveled to various key/property locations to promote our range of

services & sourcing capabilities

. Participated at on-site meetings & events when applicable

. Scheduled/Managed client business reviews and lead the strategic

discussions to close the contract

Credit and Collections Specialist Apr 1996 - Jul 1997 Quill

(Canadian Division)

. Investigated customer queries with quick resolution

. Sent statement updates to customers

. Made timely collection calls daily

. Determined appropriate action on problematic accounts

. Worked closely with sales team and internal departments to resolve

open issues with customers

. Exhibited extensive experience in account reconciliation (off-set,

misapplied payments, overdrafts, etc.)

. Reviewed and approved new credit applications and credit lines

. Initiated DNB credit reports as well as reviewing customer financials

. Maintained and update customer credit files

. Monitored customer payment irregularities to ensure appropriate action

. Prepared Letter of Credit documentation

. Liaison with legal/contracts department on non-standard payment term or

special handling

. Assisted with quarterly audits

. Completed various projects as assigned by Credit/Collections Manager

Shipping/Receiving Clerk Sept 1994- Apr 1996 Alltech

Associates

. Maintained files of shipping records

. Traced missing or lost shipments

. Authenticated receipt of shipments alongside bills of lading, invoices

or other records

. Recorded shortages and eliminate damaged merchandise

. Routed products to departments

. Attached identifying information and delivery instructions on

containers

. Organized records of goods shipped

Bus Operator Sept 1992- Apr 1994 Pace (North

Division)

. Transported passengers on a pre-determined route

. Assisted with route and fare information as well as boarding and

deboarding bus

. Monitored farebox to ascertain correct fare has been deposited

. Dispensed and collected transfers from customers

. Completed defect cards daily to note any mechanical and body defects

on vehicle

. Communicated via radio to peers and dispatch when necessary

. Maintained daily work sheet and completed accident/incident reports

when necessary

. Other duties assigned or required

EDUCATION

2013 B.S. in Management, Cardinal Stritch University - Milwaukee, WI

2011 A.S. in General Studies with concentration in Business, Cardinal

Stritch University - Milwaukee, WI

SKILLS & EXPERTISE

Avaya, Benchmarking, Budgeting, Business Analysis, Business Management,

Business Reporting, Call Center,

Change Management, Customer Service, Data Analysis, E-commerce, Employee

Relations, Microsoft Office, Multi-Channel Commerce, Operations Management,

Organizing, Outlook, Performance Management, Project

Management, Quality Auditing, Requirement Gathering, SAP, Service

Center, Social Media, Team Building, Team

Management, Process Improvement, Continuous Improvement, Web Chat,

Workforce Management, Blue Pumpkin,

Impact 360, Witness, Verint Systems, and Commercial Driver's License

PROFESSIONAL TRAINING AND DEVELOPMENT

9/28/2001

MGT140 Candor, Conflict and Coaching

7/14/2005

LDR250 Managed Change Overview

8/31/2005

WFR100 Work Force Readiness: Change Agent to Manager

10/5/2005

MGT112 Grainger Manager

4/5/2006

MGT201 Diversity and Inclusion: Building a Competitive

Advantage

8/28/2007

MGT090 Coaching for Performance - Inside/Out Advantage

6/19/2009

HRD101 Inclusion and Diversity for Managers

7/12/2009

MGT070 Covey's Seven Habits for Managers

11/9/2009

HRD040 Making the Most of Your Time

2/1/2010

LDR205 The Role of the Leader as Coach

2/1/2010

MGT138 Situational Leadership II

2/9/2010

LDR202 Performance Management

1/28/2011

LDR206 Effective Interpersonal Communication

3/19/2012

LDR207 Partnering for Results

References Available Upon Request

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