Customer Service Project Manager

Ami C. Kennedy

**** ******* **. *****: h:803-***-****, c:(803)

***-****

Columbia SC 29201 E-mail: acdrhs@r.postjobfree.com

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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