Customer Service Manager

Career Objective

My career objective is to produce positive results for a professional,

service-oriented organization utilizing my strong customer service,

training, teambuilding, mentoring and communication skills.

Work Experience

2AM Group LLC, Bessemer, AL

2013 - Present

MBUSI Site Operations - Vance, AL

. Customer Relations - Onsite management presence at Mercedes Benz

responsible for building and maintaining relationships with internal

EVS and external supplier SQE/PQE teams

. Operations Performance - Ensure 100+ employees execute best practices,

maintain efficiencies while running lean, resulting in maximum

profitability ( Over $5 million in annual sales)

. Implementation - Responsible for development and introduction of

internal supervisor/leadership training programs which promotes

quality experience from within and reduces turnover, maximizing

available resources

. Continuous Improvement - Work closely with MBUSI internal/external

teams developing efficient protocol for initiating, monitoring and

exit strategy on new and existing projects

Blu Perspective, Zeeland, MI

General Manager - Southern US 2009

- 2013

. Business Growth - Responsible for overseeing $1.7 million operations

and maintaining customer relations while developing new clientele in

targeted southern U.S. sectors, regarding quality solution needs

. Root Cause & Problem Solving - Assist customers with identifying

internal/external problem areas and root causes, then implement

solutions to resolve issues with permanent corrective actions

. Customer Satisfaction - Follow up and document feedback from customers

to evaluate job performance and make necessary process adjustments as

well as promoting best practices

. Reporting - Ensure customers are updated immediately regarding

significant issues and follow up with daily reports of all findings,

tailored to customer specifications

. Accounts Receivable - Ensure prompt customer payment for services

rendered

. Team Development/Staffing - Responsible for overseeing the hiring of

qualified team members and mentoring them to develop their

professional skill set and execute to expectations

. Safety - Ensure each team member is trained and adheres to all

internal safety and OSHA policies as well as any specific customer

safety requirements

. Continuous Improvement - Work together with Quality Manager to update

and improve internal processes and procedures per ISO requirement

standards

TrimQuest LLC, Walker, MI

Customer Quality Engineer 2007 -

2009

. Customer Service - Coordinated, met, and resolved customer service

needs at Ford Motor sites in Dearborn, MI, Louisville, KY, Kansas

City, MO, Norfolk, VA and Ontario, Canada

. Staff Training and Development - Trained three shifts of staff on Just

In Time Knowledge Management (JIT-KM) principles of providing right

information, to right people, at right time. Resulted in significant

reduction of shipping errors

. Curriculum Development - Authored and implemented training curriculum

for two shifts of production staff on process control and customer

expectations. Resulted in seamless transition of resources from

Michigan to Kentucky Truck Plant

. Writing Skills - Maintained accurate customer profiles of interaction,

discussions and agreements to provide requested follow up

. Facilitation Skills - Facilitated diversity training seminars and

quality meetings

. Teambuilding - Implemented 8-Discipline problem solving process,

focusing on teams working together to resolve problems using facts,

not opinion. Disciplines included: Building Efficient Teams, Issue

Description, Implement Immediate Temporary Fix, Eliminate Root Causes,

Verify Corrective Action, Implement Permanent Fix, Prevent

Reoccurrence, and Celebrate Success

Launch Coordinator 2000 -

2007

. Performance Results - Planned, ordered, and executed build schedule

that resulted in defect free product with on-time delivery to

customers

. Accountability - Maintained documentation that resulted in correct

inventories and quantity management

. Procedure Development - Developed and provided training for three

shifts of staff on new programs and changes that resulted in

standardized procedures

. Customer Relations - Conducted regularly scheduled face-to-face

meetings with clients at Ford sites to enhance customer relations and

provide on-site problem solving

. Initiative - Promoted to Customer Quality Engineer

Education

Bachelor of Science - Business Management University of

Phoenix 2004

Bachelor of Science - Marketing University of Phoenix

2004

Awards

. Johnson Controls Merit Award - Exceeding Customer Expectations

2001

. Johnson Controls Merit Award - Exceeding Customer Expectations

2003

Volunteer Experience

. Homeless Youth Program - Mentor 2003

- 2005

. Gilda's Club volunteer 2005 -

2009

. Meals on Wheels 2007 -

2009

. Various local Charity events

Ongoing

References:

Wayne Wright

Manager - E4

Part Quality Management MBUSI

Work - 205-***-****

Cell - 205-***-****

E-mail - *****.******@*******.***

Mercedes-Benz U.S. International

1 Mercedes Drive

Vance, AL 35490

Annette Humphryes

Supplier Quality Specialist

MLC - PCC2

Work - 205-***-****

Cell - 205-***-****

E-mail - *******.*********@*******.***

Mercedes-Benz U.S. International

1 Mercedes Drive

Vance, AL 35490

Corbin Collet

CEO Blu Perspective

Work - 847-***-****

Cell - 616-***-****

E-mail - *******@**************.***

Blu Perspective

7900 Logistics Drive

Zeeland, MI 49464

Contact this candidate