Customer Service Project Manager
Resume:
Ami C. Kennedy
**** ******* **. *****: h:803-***-****, c:(803)
Columbia SC 29201 E-mail: ***********@*****.***
Work Experience:
(02/2013-Present) Intertape Polymer Group (IPG), Columbia SC
CRM & Sales Process Analyst
. Successfully upgraded current CRM version (2011) to 2013 Microsoft
Dynamics version and effectively trained 185 users
. System Administrator/Customizer in Microsoft Dynamics 2011 and 2013
. Collaborate with developers on customized Java script
. Customize 2013 CRM system to include: forms, fields, data integration,
and user interface preference changes
. Write/Implement workflows to allow for customized business processes
. Write SQL queries to analyze the system for all users, management, and
keep data clean
. Planned/Developed Intertape Polymer Group's online shopping cart
https://www.itape.com
. Develop all "functionals" and technical specifications for CRM and
Ecommerce (online shopping cart) for internal and third party usage
. Conduct weekly meetings to address and make modifications to the online
shopping cart based on stakeholder (internal/external users and customer)
requests
. Establish and develop working relationships with outside
personnel/vendors to meet project objectives including: Microsoft,
Tribridge, etc.
. Created a sample order entity within the CRM for sales force personnel to
increase growth in opportunity potential
. Initiated and co-lead a site-wide Sustainability Team diverting >2,000
tons of industrial waste from landfills per year and generating over
$20,000 per month in revenue
(12/2005-02/2013) Intertape Polymer Group (IPG), Columbia SC
Customer Service Manager of the United States
. Managed customer service representatives in multiple locations:
(Marysville, MI and Columbia, SC)
. Responsible for hiring, training, and retention of 25 customer service
representatives
. Initiated/Integrated personal goals and subordinate goals for quarterly
and yearly metrics
. Maintained customer service alignment with sales/company goals
. Developed reporting/measurement of KPI's and subsequent employee
incentives
. Documented ROIs to ensure previously stated goals and incentives
. Traveled monthly to domestic and international IPG sites to ensure staff
support
. Communicated with upper management to validate annual metrics and
alignment
. Project Manager on the implementation of a new phone system (I3), online
shopping cart, and employee training program/ career path
(3/2001-12/2005) Intertape Polymer Group (IPG), Columbia SC
Customer Service Representative I, II, Team Leader/Team Trainer
. Managed customer relationships regarding sales, orders, shipping,
pricing, etc.
. Researched and resolved issues with personnel and customer accounts
. Responsible for hiring, training, and retention of lower-level customer
service representatives
. Trained personnel in customer service goal setting and sales
. Wrote procedures to train in multiple IPG sites including: Conflict
Management, Time Management, Planning and Goal Setting, Coaching and
Mentoring
(08/1999-05/2000) South Carolina Department of Education-Richland School
District One, Columbia SC
South Carolina certified teacher-9th + 12th grades
. Taught remedial English to multi-level and multi-aged students
. Coached and mentored students
. Increased student reading levels by 300%
(2005- Present) Volunteer work- Sustainability Manager (IPG)
. Moved my Call Centers from zero recycling to a working sustainable
program including, paper, cardboard, bottle, cans and magazine
recycling.
. Conducted waste stream audit to identify all areas of waste and
determine best practices
. Assisted in deferring 2,000 tons of waste (per year) from our
Manufacturing facility from the landfill to recycling vendors
. Promote Sustainability across the Plant and Company through
presentations and website
. Track landfill costs and volumes as well as waste streams, that have
been deferred from the landfill through dashboards and other
analytical methods
. Am currently on Corporate Committee as well as Local Site Team to
promote the usage of Green Practices in all areas
. Written CERs for funds to assist in generating profit for our
recyclables
Education:
University of South Carolina
. Bachelor of Arts in English and Secondary Education
Villanova University
. Project Management Professional Certification (July-2014)
Computer Skills:
. Knowledge in: Microsoft Dynamics (2011, 2013), SQL, AS400, SharePoint,
Kronos, IE Metro, Ecommerce/B2B, Basic EDI knowledge, Windows, Microsoft
Office Suite
References
. Available upon request
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