Customer Service Manager

Angie Gunnells Phone: 662-***-****

*** ****** ***** ***** ***# 1212 ***********@*****.***

Tupelo, MS 38804

Executive Summary

Accomplished, highly motivated, and results driven professional with commendable

experience in managing teams, projects, customer service and budgets. Proficient in

all aspects of business, staff and team management. Proven ability to communicate

and work with brokers, sales, associates, senior level management, and customers.

Change Agent Well Organized Problem Solver

Highly Educated Dependable Solid Communication Skills

Resourceful Keen Sense of Responsibility

Goal Oriented Technical Know-How

Innovative Team Player Critical Thinker

Life Long Learner Sense of Urgency Mentor and Trainer

Integrity Honest

Core Qualifications

Operations management

Change management

Compensation/benefits administration

Policy/program development

Salary structure/compensation analysis

Skilled negotiator

Soft Sales

Staff development

Cross-functional team management

Supervision and training

Computer-savvy

Inventory control

Complex problem solving

Marketing Organizer

Professional Experience

Advanced Innovations (Sleep Innovations) (June 2012-Feb 2014)

Production Manager-100 direct employees / 250 indirect

Manager Responsibilities

Coordinate production lines to meet or exceed schedule

Work with all shift supervisors and employees on training and boosting morale

Develop and implement training modules

Working with managers to implement the company's policies and goals

Work to keep inventory control measures correct.

Work to implement lean manufacturing techniques

Create spread sheets and organize production data.

Liaising among different departments, e.g. suppliers, managers

Reviewing worker performance

Ensuring that health and safety guidelines are followed

Monitoring the production processes and adjusting schedules as needed

Monitoring product standards and implementing quality-control programs

Quality Control Manager

Manager Responsibilities

Coordinate all Quality activities, IT activities and Product Development Lab

activities of the plant

Implement and maintain ISO standards and systems.

Lead and direct all plant personnel, including management, according to the

standards of ISO, 5S and continuous improvement systems.

Implement and maintain document control

Quantify customer returns and replacements

Develop internal corrective actions programs

Implement and maintain acceptable quality levels

Develop best practices for employee quality training

Design and develop new products while working closely with the corporate PD group

Maintain BOM accuracy

Maintain QC throughout multiple shifts and locations

Prospected and interviewed candidates for hire

Jameson Inn (Dec.2011-April.2012)

General Manager

Manager Responsibilities

Position and forecast the hotel to achieve maximum revenue weekly, monthly, and

quarterly.

Establish, review, adopt and strictly follow the Operational and Capital.

Maintain payroll and labor cost by prepare staffing requirements and pay scales.

Purchasing and supply change management

Achieve company specified revenues and increased savings

AP/AR management, account for all expenses on a daily, weekly, monthly basis

Demonstrate cost reduction in wages and labor when occupancy is restricted.

Educating ALL staff members on cost reducing methods.

Maintain and sustain sales and marketing and public relations.

Establish sales and budget goals and develop plans to achieve them.

Liaison of local community and the hotel with respect to Sales and Marketing PR.

Brand management.

Involvement in the local functions and active communications with the local media.

Drafting and submitting press releases.

Implement and preserve accounting procedures and practices

Maintenance of quality standards and procedures

Human resources

Develop best practices and programs for training all personnel

Perform duties assigned by the director of operations, regional manager, and/or

district manager

Maintain appropriate files and binders to meet requirements of the company and IRS

standards.

Establish a vendor base along with negotiate contracts

Executed integrated advertising campaign across multiple media channels.

Initiated program that standardized employee training and led to increase in

customer satisfaction by 12%

HM Richards Inc. 14 years (1997-2011)

. Customer Service Manager, Department Head

o Manager Responsibilities

. Prospected and interviewed candidates for hire.

. Help employees during open enrollment make changes to

benefits. Wrote vacation process

. Managed activities for employees to accomplish daily

goals.

. Project Manager, developed and implemented new projects

and procedures. Insured projects stayed in budget while

meeting or exceeding timelines.

. Developed business strategies which provided the best

results for the company and projects.

. Work directly with CEO, CFO and VPs.

. Documented all matter for recommendations and

disciplinary actions.

. Training Coordinator and Developer. Designed and

initiated all training programs

. Established lean practices

. Negotiated contracts with small package logistic companies.

UPS, FedEx, DHL.

. Supply Change Management

. Purchasing

. Inventory Control

. Production Management of Special Orders and Customer

Replacements

. Designed and implemented quality control programs.

. Invoicing/Collections AR/AP for all expenses on a daily,

weekly, monthly basis

. Contract Negotiation (External

Repairs/Printing/Advertising) Established legal settlement.

. Worked with IT to develop new data bases

. Event Planner. Chairman of company event.

. Marketing developer and manufacture sales aids.

Gunnells Masonry Inc. 2 years (1999-2001)

. Project Manager, Owner

o Managers Responsibilities

. Budget manager

. Customer Service

. Scheduling and Timeline

. Sales and Marketing Manager

. Bookkeeping

. Accounts payable/receivable and payroll. Worked directly

with accountant.

. Purchasing Manager.

. Developed process to manage new employees

. Increased profits by developing, initiating, and managing

mentoring programs.

Education

University of Phoenix, Phoenix, AZ

(School of Business at the University of Phoenix earned HLC and ACBSP

Accreditation)

Bachelor Science Business Management July 2009, 3.82 GPA

Master in Management May 2011, 3.93 GPA

Certification

Customer Service Certified: Through the Customers Eyes; Rockhurst

University 2003

How to Handle Difficult and Demanding Customers ; National Seminar

Training 2003

Mentoring and Leadership; National Seminar Training 2005

Microsoft Office ; University of Phoenix 2008

Microsoft Excel; University of Phoenix 2010

FedEx International Training; FedEx training facility, Memphis TN, 2009

Building Strong Customer Relations; University of Phoenix 2009

Customer Service Training: ICC Training 2010

Computer Skills/Programs

Blu-Vista (Database)

Mas-90 (Accounting)

Microsoft Office ( Word, Excel, PowerPoint, Publisher, Outlook, Access,

SPC(excel))

10 key

Photo Shop Element (Marketing/Sales)

UPS Worldship/FedEx

Room Master (Database)

JDEdwards

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