Customer Service Manager
Resume:
MARIE MONROE
**** ******* ** ********, ** ************@*****.*** 404-***-**** (Cell)
SUMMARY OF QUALIFICATIONS
• Over 20 years of Sales and Service experience in field and Communication.
• As Manager, projects are consistently completed on schedule or ahead of schedule. Every site is 100% operational and the customer is always pleased with the quality product left in place.
• Experienced in applying the concepts, principles, procedures and techniques required to ensure excellent service.
• Plan, design and direct the deployment, placement, installation, systems, operations that will uphold excellence in service.
• Adept and experienced in problem solving and providing solutions. Continuously able to bring exceptional common knowledge and ability into any situation and make sound judgment resulting in quality decisions to complete the task at hand.
• Able to maintain s and at a high level of readiness for rapid response where needed.
• Supervisory skills second to none. Experienced in training, motivation and evaluation.
• Skilled in finding broken functions and performing necessary changes through project management or other methods.
• Excellent qualifications in leadership and interpersonal communications. I believe in team and make them better.
• Maximize resources to achieve customer satisfaction and increased productivity, meet deadlines and goals. Implement and coordinate both strategic and tactical plans to enhance performance.
• Prepare, review, refine, coordinate and translate requirements into language that can be used in the contracting and acquisition process.
• Effectively able to communicate complicated concepts in an understandable manner, matching the message to the audience.
• Persuasive, with ability to communicate effectively with culturally diverse audience. Public speaking and executive management briefing experience.
• Computer skills include all operating systems, MS Dos, MS Office Suite, Power point, POS Terminals, Excel, and more.
Benco Management
Sales Manager
February 2012-January 2014
Atlanta, GA
•Tasked with account management, sales support, product training, and product placement within Northeast picture framing distributor network. •Managed direct sales, customer service, PR, and brand awareness to promote new business with custom picture framers, designers, OEM's, art material retailers, and distributors.
•Trained sales agents on cold-calling and associated techniques, and traveled with them on sales calls to acquaint them with company and industry practices and procedures.
•Conducted on site seminars for distributor representatives and customer service personnel, describing product lines and highlights. Attended national and regional trade shows, open houses, industry-related conferences, and meetings.
•Organized and executed product blitzes in target markets. Managed monthly sales and contact reports.
PROFESSIONAL EXPERIENCE
EXECUTIVE DIRECTOR July 2006 – February 2012
J3 PRODUCTIONS
Atlanta. GA
Production and Film
• Site Installation Manager of Assessment Systems at multiple locations being installed simultaneously.
• Management of subcontractor managers and engineers including civil, electrical, communications, and mechanical with numerous subcontractor team leads, foremen, technicians, specialists, and many labor personnel operating beneath them.
• Responsible for all phases of installation, testing, and turnover of system through completion to include construction, communications and systems installation of cable systems, and cameras, TV cameras, various detection equipment, routers, switches, modems, video teleconferencing systems, recorders, phones, and other commercial and sub-systems.
• Perform site surveys and assist in design coordination for new and existing infrastructures.
• System performance testing against mission requirements and recommend, modifications and changes.
• Constantly develop plans, procedures and checklists to insure the operational readiness of equipment and personnel.
SUPPORT MANAGER May 2009 – July 2012
GRACEFUL LOCS
404-***-****) Atlanta, GA
Sales Program
• As a Support Manager I was responsible for supporting the deployment project manager.
• Assisted in the writing of proposals for new projects.
• Attended review boards and weekly program meetings.
• Help to clarify tactical field situations for program engineers.
• Traveled to customer sites and trained personnel.
ASSISTANT DIRECTOR June 2003 – May 2008
NOTHLAND LEARNING CENTER
Lithonia, GA
Learning Program
• Facilitated day-to-day operations for entire project thru completion to include daily team meetings, periodic meetings/updates with the customer as needed, personnel and work assignments, man hours needed to complete the project.
• Ensure all out sourced work is in order and completed, supervise and train teams/individuals, assist and provide expertise when necessary for optimal job performance, update any daily reports/paperwork necessary to higher management or for self.
MAJOR ACCOUNT MANAGER June 1999 – June 2003
LYNK MERCHANT SERVICES
770-***-****) Atlanta, GA
Major Accounts
• As account manager, worked as an on-site Project Installation Manager (Team Lead) of small to large teams ranging between six to twenty plus personnel depending on the job assignment at that time.
• Facilitate day-to-day operations for entire site project thru completion to include daily team meetings, periodic meetings/updates with the customer as needed, personnel and work assignments, man hours needed to complete the project.
• Ensure all out sourced work is in order and completed, supervise and train teams/individuals, assist and provide expertise when necessary for optimal job performance, update any daily reports/paperwork necessary to higher management or for self.
• Performed installation, maintenance, testing, and operation of various systems, cables and other associated equipment.
ADMINISTRATIVE ASSISTANT September 1997 – May 1999
MORGAN STANLEY, DEAN WITTER & CO. DISCOVER CARD. Atlanta, GA
3675 Crestwood pkwy Suite #255 Duluth, GA 300969 770-***-****)
• Performed Reports, spreadsheets, databases, incoming inquires, personnel data, quality calls on the field reps, T & E reports and tracking, terminal tracking, downloads, merchant set ups, forward sales leads to reps, service activity reports, and tracking of all terminals.
MERCHANT PROCESS MANAGER- MANGER October 1993 – June 1997
DISCOVER CARD SERVICES. Columbus, OH
Full service department
• Managed daily processing reports at each of client’s site (544 sites).
• Ensured customer needs were met on a daily basis to promote a good relationship with clients.
• Monitored system error and tracked all problems related to merchant and all of their store chains and corrected them as needed.
• Installed new and existing stores with terminal set ups, training, and downloads.
• Updated and maintained terminal replacements, and support.
• Liaison Rep, bank traces, ACH problems.
• Information and account maintenances. Initial testing equipment.
EDUCATION AND TRAINING
Life Christian University October 2006-December 2009
Theology
B. A.
Columbus State, Columbus, OH August 1993 - May 1996 General studies Columbus, OH
Primary Leadership Development Course
US Army reserve September 1995 - December 2003
(43m) Quarter Master Fort Lee, VA
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