Customer Service Manager
Resume:
ERIN ABOOD
***********@*****.*** www.linkedin.com/in/erinabood01
DENTAL PRACTICE MANAGER5
Management: 12 years in customer service and operations management in Hospitality,
Telecommunications, Aviation and Retail.
Problem Solving: Reputation as an empowering leader who directs cross-functional teams in
problem solving, idea creation, and process development and implementation.
Productivity: Consistent high performance ratings; self-starter able to manage multiple
projects and lead teams to exceed goals.
Teamwork: Relationship manager who understands the value of internal-external partnerships
and enhances partnerships through diligent communication, collaboration and feedback.
Adaptability: Deep experience working with all levels of associates and management and
adapting to dynamic business and market conditions.
Leadership: Success in recruiting, hiring and evaluating performance resulting in promotions
and retaining top performers.
Proficiency: Microsoft Office Suite, Lotus Notes, NetSuite, SalesForce, Opera, AS400 and
other business applications.
ACCOMPLISHMENTS
Led a cross-functional team in implementing a cost savings program that resulted in 75% savings
and $300,000 cost recovery by using analytical studies and reporting.
Developed and delivered quarterly sales presentations to upper management and client
discussing results and viable solutions for performance improvements.
Managed on-boarding process of new hire employees to meet guidelines and timeframes
Organized and trained employees on processes and procedures for new store concept resulting
in a 3% sales increase over a two-month period.
EXPERIENCE
Rolland Safe and Lock, Dallas, TX 2014
Nationwide 24/7 service for safes, locks, vaults, doors and access control.
Service Coordinator Manager
Newly created role to manage a team of eight coordinators, implement KPIs and processes.
Implemented processes that aligned with company goals and standards and reduced excess
payment to subcontractors.
Defined KPIs based on call volume, quality and employee skill assessment.
Point of contact for escalated issues by the customer or subcontractor.
Crowne Plaza Hotel, Addison, TX 2013-2014
Front Desk Agent
Managed front office in mornings; prepared occupancy reports; compiled marketing and
service materials for guests.
Pristine customer service resulted in highest individual positive guest survey rating among 20
employees.
PCV Murcor, Plano, TX 2012-2013
Provider of residential and commercial valuation products and consulting services.
Operations Manager
Opened satellite office to develop new clients and increase revenue. Led staff of 14 professionals
to enhance the vendor and client experience. Managed day-to-day operations including
scheduling, safety implementation and performance review.
Managed performance of my team to exceed quality standards by creating and following new
policy and process implementations.
Worked with staff, vendors and clients to obtain accurate and on-time delivery of products.
Point of contact for all escalated customer, vendor and employee issues.
Erin Abood – Page 2
2020 Companies, Ft. Worth, TX 2010-2011
Provider of professional marketing and contracting services.
National Account Manager
Member of the Business Development Department strategizing business growth for the top four
revenue generating clients (D2D, B2B and retail). Single point of contact for product knowledge,
program details, incentive results, compensation, and business applications. Liaison between the
client and sales team to remove obstacles, communicate best practices and focus on sales goals.
Designed and project-managed launch program for a new retail business model.
Analyzed daily sales results and collaborated with senior management to recommend client
programs and enhancements to increase revenue.
Flawless executed launch of 16 retail kiosks on time throughout shopping malls.
Designed, built, and implemented inventory process resulting in 98% inventory accuracy.
Bombardier Aerospace Corporation, Flexjet, Richardson, TX 2008-2009
Aircraft company offering fractional aircraft ownership and whole aircraft management solutions.
Manager, Owner Relations
Key participant in leadership group; managed team of 12 professionals that exceeded departmental
goals and obtained recognition from senior management. Leader in handling escalated customer
issues and implementing improvements. Decision maker and administrator for allocation of owner
compensation and yearly cost center budget.
Developed a team to manage day-to-day issues that enabled Sales Directors to grow the
business by 5%.
Weekly facilitated meetings to discuss trends that have a negative impact to the business and
assigned action items for improvements to department stakeholders.
Proactively managed owner compensation budget resulting in a 30% savings.
Implemented approval and inventory process with vendor to reduce costs by 50% and maintain
profitability.
Tiffany & Co., Houston, TX 2004-2007
Operations Manager, Tiffany store, Galleria Mall
Guided a core group of 15+ operations employees at this major Tiffany retail location. Created,
trained and implemented process and procedures. Managed supplier relations and contract
negotiations. Managed payroll and human resources benefits.
Built a customer service department that reduced service failures by 90% in three months.
Achieved inventory exemption over two consecutive years through effective team communication
and leadership.
Recognized by senior leadership for coordination, planning and execution of the renovation of
the 10,000-square-foot facility.
Produced favorable internal audit results by educating retail team about Sarbanes-Oxley
requirements.
Sprint PCS, Overland Park, KS 1996-2004
Retail Operations Manager
Managed national retail operations, which included introducing marketing programs, merchandising
design requirements and security strategies to increase safety of employees.
Directed all activities of a new in-house IVRU (Internal Voice Response Unit) for 500+ retail
stores that resulted in cost savings of $200 per month and exceeding sales quotas by 30%.
Introduced a retail part-time associate program that resulted in 20% reduction in labor
expenses.
Trained employees in processes / procedures related to a new store concept that drove a 3%
sales increase.
Implemented safety and security measures for all retail stores that led to a 5% reduction in theft
and created a safer work environment.
EDUCATION & PROFESSIONAL DEVELOPMENT
Southern Methodist University - Business Management coursework
Kent State University – Criminal Justice
Plano City Council – Self Sufficiency Commission, Fund Raising Chairman
Contact this candidate