Customer Service Office
Resume:
RONALD G. SMITH
ARCHBOLD, OH 43502
***********@*****.***
HIGHLY SKILLED IN THE FOLLOWING AREAS
Time Management Strong Competitor Function
Autonomously
Procurement Win Mentality Computer
Skills
Organizational Skills Team Building
Recruiting and Hiring
Training Interpersonal Skills
Negotiation Skills
ACCOMPLISHMNETS
PRIORITIZING
Having the opportunity to work on the front lines prior to my promotion to
Office manager, I was able to observe first-hand issues that were affecting
the overall success of the business. My first challenge was to prioritize
these issues in order of those needing to be solved first and the time
necessary to implement the changes. The most pressing were the issues of
the overall level of service, waiting time, and client retention. I
determined that decreasing wait time and raising the level of service would
inherently improve customer retention. I personally led training sessions
directed to address those two issues in order for every client to be
offered the special experience they deserved. Result: Improved client
retention resulted in a 10% increase in repeat business.
ANALYTICAL SKILLS
As Department Supervisor, my assistance was requested to budget for a newly
created department. I collected information on current consumption and
production data in order to create a matrix. I then analyzed the compiled
data and determined a forecasted expenditure amount that was used to
generate the budget. Result: The actual expense was 15% less than the
forecasted budget amount.
CUSTOMER SERVICE SKILLS
I was handling a transaction involving a substantial check coming to my
office for a married couple that was in the midst of a contested divorce.
One spouse was concerned that the other would take possession of the check,
cash it, and not divide the proceeds. I calmly discussed this with both
parties and carefully listened to both. I understood their concerns and
devised an equitable solution to their concerns. After the check was
delivered to my office, I met them both and we walked to the bank together,
assuring that the proceeds were divided evenly. I then walked the concerned
spouse to her car, making sure there were no incidents. Result: Both
clients continued to do business with me and were delighted that I was able
to create a safe, relaxed atmosphere at a difficult time.
INVENTORY CONTROL
I was responsible for instituting a system to track, control, and order
cutting tools for a rapidly expanding auto parts manufacturer. Machine
operators were hiding tools to assure they would have tools to use. First I
sorted out and organized the massive collection including the tools by the
machine operators. Then I created a system to check out, track, and reorder
each tool. I convinced management to purchase an inventory control software
package to automate the process. Once the system was up and running, I was
asked to do the same for the maintenance area.
Result: The creation of a reorder point system to purchase new tooling
increased machine uptime while decreasing tool inventory. I also negotiated
the return of unused tools through a vendor program for a full refund.
STAFF MANAGEMENT
Due to illness, I was faced with staff shortages during an upcoming busy
and profitable time of the year. I was short of knowledgeable and
productive employees, but since I had built and maintained good rapport
with my staff I was able to meet with them and explain the situation.
Through constant communication, training, praise, and feedback I was able
to get their cooperation and we worked out equitable solutions to the extra
workload. Result: After two weeks of this joint effort, gross sales
increased 4% with only a one minute increase in waiting time. Best of all,
customer approval ratings improved 3%. To celebrate, I treated everyone to
cake and ice cream.
EXPERIENCE
North West Ohio Computer Association, Archbold, Ohio - 2013 to present
. Member of team that redesigned, enhanced, coded and tested current
accounting application for state school system.
. Worked with various sections of the application and utilized many
development tools.
Ruralogic, Inc., Bryan, Ohio - 2011-2012
. Led team that designed, coded, and tested Invoice Tracking System
software used to eliminate manual assessment of purchase orders,
invoices, and payments.
. Performed company analysis to gain insight about clients and
competition.
. Created customized Microsoft Office templates for three startup
companies which generated time and cost savings.
H&R Block, Bryan, Ohio - 2004-2010
. Redesigned workflow of office that reduced client wait time by 25%.
. Led a diverse team with focus on ensuring a positive client
experience.
. Provided support for company's proprietary software in seven offices.
. Procured materials and equipment for 3 locations.
. Completed data analysis to track client and employee trends.
. Maintained system for confidential client records.
Powers and Sons, Montpelier, Ohio - 1991-2004
. Responsible for procurement of machine tooling, maintenance materials,
production / experimental supplies, operations materials, and outside
services for Tier 1 automotive parts manufacturer.
. Tasked with order placement, tracking, distribution, and usage
monitoring utilizing customized software.
. Performed supplier visits, performance reviews, and quality audits to
ensure continuous improvement.
. Instituted vendor programs to increase machine uptime, while
decreasing overhead, costs, inventory, and shipping cost as well as
providing alternate sources for critical materials.
. Maintained daily interaction with internal customers and external
vendors and served as their main point of contact.
. Negotiated procurement contracts with all Tier 1 suppliers.
. Supported management with data analysis and reporting tools.
EDUCATION
BA, Organizational Management, Bluffton University, Bluffton, Ohio. 3.96
GPA.
AS, Computer Programming, Northwest State Community College, Archbold,
Ohio.
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