Customer Service Manager
Resume:
DONNA M. SLACK
**** ******* **, ******* ** ****6
215-***-**** . *****.*****@*******.***
OBJECTIVE
To attain a senior leadership role within an organization that values and
embraces loyalty, diversity and progressive thinking; To incorporate my
extensive training, experience and creativity to improve the standards of
quality and morale while offering alternatives to antiquated processes and
policies; To improve profitability by increasing efficiency and minimizing
labor and overhead costs; Finally, to
impress upon all team members the importance of individual contributions to
achieving the collective vision.
Career Summary - Operations professional with more than twenty years of
diversified experience. Driving financial & customer performance metrics.
Developing and implementing performance reporting to increase
productivity.
Building and maintaining solid client relationships.
Managing inventory levels to align with business fluctuations.
Recruiting, developing and mentoring employees.
Teambuilding, resulting in improved efficiency and morale.
Process Improvement and implementation of lean management techniques.
Utilizing innovation and creativity to revive challenged operations.
Leadership experience in P&L Management, Operations, Customer Service,
Project Management,
Process Improvement, Production and Efficiency, Warehousing, Procurement
and Supply.
EXPERIENCE
Branch Operations Manager
December 2011 to Present
Communications Test Design, Inc., West Chester, PA
Senior Manager reporting to Vice President.
Leadership of warehouse, logistics, production, sales, customer service,
and quality teams.
Full scope of employee retention and development including staffing,
training, mentoring,
performance improvement and discipline, as required.
Direct reports include department managers, supervisors, associates and
temporary workers.
P&L management and reporting from granular to executive level.
Management of multi-organizational inventory exceeding 30M at 99.7% cycle
count accuracy.
99.4% customer satisfaction rate including product and service quality.
Increased technician production efficiency by 25%.
Improved overall program profitability by 36%.
Customer satisfaction and performance metrics dashboard reporting.
Prepares, bids and approves plans and expenses for building maintenance,
upkeep and expansion.
Plans and executes all branch safety and emergency preparedness training.
Recognized 20M in new revenues and reduction of overhead after warehouse
reorganization and labor
restructure.
Logistics Manager
November 2010 to December 2011
Communications Test Design, Inc., West Chester, PA
Managed inventory levels ranging between $4M-11M.
Full scope of employee retention and development, including staffing,
training, mentoring,
performance improvement and discipline, as required.
Cycle count accuracy results of 99%.
100% accuracy recorded during year-end inventory audits.
Recycled and consigned inventory resulting in $2M reduction of slow
moving material.
Refurbished defective inventory for expense reduction of 97K.
Developed and launched streamlined RMA and pick, pack and ship processes.
Technical Operations Manager
December 2003 to July 2008
Verizon Communications, Doylestown & Hatboro, PA
Managed installation, repair, and maintenance telecom operation teams.
Launched Verizon FiOS FOA installations on East Coast in Doylestown, Pa.
Exceeded customer service, productivity, quality and safety metrics.
Facilitated safety, technical and corporate training seminars.
Prepared and submitted monthly field safety and quality inspections.
Conducted time-in-motion studies and implemented lean-initiatives.
Improved morale and performance through open communication and team
building.
Employee development and issuance of discipline, as required.
Staffed and managed Verizon and contract workers for emergency call out
situations.
Facilitated grievance meetings between company and union officials.
Investigated and reported dispositions for damage claims exceeding $5M
per year.
Volunteered and served as Emergency Preparedness Coordinator.
Field Operations Technician
March 1997 to December 2003
Bell Atlantic - Pennsylvania, Trevose and Hatboro, PA
Installed, repaired and maintained residential and business networks.
Exceeded all customer service, safety, productivity and quality metrics.
Proficient in defensive driving, operation of aerial lift vehicles, use
of hand and power tools, personal
protective equipment, ladder handling, pole climbing, cable splicing and
repair, customer contact
skills, PENNDOT roadway guidelines for utility employees, FiOS telephony
and television installation
and repair, First Aid, CPR and Corporate Code of Conduct.
Received recordable customer commendations exceeding the amount of any
other regional technician
to date.
Customer Service & Technical Dispatcher (call center)
April 1994 to March 1997
Bell Atlantic - Pennsylvania, Levittown, PA
Managed inbound and outbound customer and technician calls.
Completed network testing, dispatch and proper routing of work orders.
Resolved customer complaints and repair issues.
Proficiency in use and sales of optional Verizon Products and Services.
Streamlined processes associated with order entry and field dispatch.
Elected and served as union steward.
Call Center Customer Service & Sales Consultant
February 1991 to April 1994
Bell of Pennsylvania, Norristown, PA
Managed inbound & outbound customer and internal calls.
Conducted credit checks and negotiated service connections, transfers,
disconnects, suspensions and
telephone account changes.
Resolved customer billing and payment issues and inquiries.
Educated customers about optional products and services.
Managed activities and adherence of 35-50 consultants.
Consistently exceeded sales, quality and customer service objectives.
Volunteered and served as sales training and contest coordinator.
Received more than 200 customer commendations.
EDUCATION
University of Phoenix
AZ
In Progress - Bachelor's program Business Management GPA: 3.6
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