Customer Service Manager

Jennifer Jones

***** ******* ****, *** *****, CA 95032 408-***-**** *******************@*****.***

Goal oriented, energetic and reliable professional with a solid understanding of business operations.

Accurately perform challenging tasks with precision and attention to detail.

Rewarded for outstanding customer service, strong leadership, time management and organizational skills.

Ability to work effectively independently or as part of a team.

Technically proficient with Microsoft Office and QuickBooks.

Professional Experience

Highland Metals, inc. – San Jose, CA

Customer Service Manager (December 2011 – Present)

Supervise call center and emails between staff and customers.

Resolve all internal and external customer issues which resulted in high client retention.

Accountable for managing current distributor accounts while establishing relationships with new accounts.

Responsible for hiring, training and developing new employees.

Oversee daily shipping schedule and procedures, ensuring timely delivery.

Act as liaison between manufacturing, quality and customer to resolve status of production and delivery.

Handle billing inquiries and cleaned up accounts receivable backlog.

Researched alternate shipping methods which resulted in a 5% decrease in cost.

Responsible for managing all departments including: customer service, sales and marketing.

Manage and design booths for domestic and international tradeshows.

Scheduled appointments and booked travel accommodations.

Created the 2013 marketing plan, resulting in a 15% profit increase from 2012.

Oversee all domestic and international marketing advertisements.

Enterprise rent-a-car San Jose, CA

Manager of Collections Department (January 2008 – July 2009)

Received promotion to manage regional cash collection accounts.

Eliminated aged accounts, while cleaning up a 6-month backlog and collecting over $150,000 in collections.

Developed and taught training program to prevent future debt, resulting in reduced regional bad debt.

Implemented and managed payment plans and was responsible for handling confidential information.

Assistant Manager (January 2006 – January 2008)

• Accountable for managing one of the fastest growing airport operations in the country.

• Responsible for customer service, fleet growth, profitability and employee development.

Critical team member that was part of the number one customer service branch in the nation as recognized by JD

Power & Associates.

In charge of training, managing, and motivating all new hires.

Increased fleet from 500 vehicles rented daily to over 800 within 6 months.

Managed branch with maximum fleet size and reporting on market conditions to aid sales goals.

Handled all branch loss control issues and managed maintenance of fleet.

Established and maintained relationships with corporate accounts, dealerships, and body shops.

Education & Other

• University OF SYDNEY: Masters in Human Resource Management and Industrial Relations, 2008

• BAYLOR UNIVERSITY: BS in Family and Consumer Sciences, 2005

• Worked part-time in college: Gap Sales Rep. and Girl Scout Troop Leader

• Head Chair of Kappa Delta’s philanthropy

• Completed 2 studies abroad (University of Queen Mary – London; World Oceans Baylor Course - Jamaica)

• International Internship with fashion designer Akira (Sydney, Australia)

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