Customer Service Manager
Resume:
Mandie Newman
York, Pa *****
Objective
I am looking for a position where I can learn and grow with the potential of moving up within the
company.
Qualifications
I have over 15 years experience in customer service, working both one on one with customers and also
in a call center. I have over 4 years sales experience, working in retail clothing, cellular phone sales and
satellite/cable service programming.
Education
1994 Diploma
Northern High School
Dillsburg, Pa
Employment
06/12-present
Wholesale Fleet Billing Coordinator, Shipley Energy
*Review all incoming vehicle maintenance invoices and repair orders, code with appropriate A/P code,
then forward to Fleet Manager for review and approval, once approved forward to A/P for payment
processing.
*Maintain current and accurate information on all company fleet of vehicles including vehicle inspection
dates, upcoming service interval requirements, vehicle registration dates as well as other document
dates which include IFTA, Class Stickers, ICC.
*Review all incoming Sunoco Fleet card charges and send to appropriate division managers for review
and approval, once approved forward to A/P for payment processing.
*Review all incoming Fleet One card charges and send to appropria te division managers for review and
approval, once approved forward to A/P for payment processing.
*Complete driver pay for all company drivers including tracking, verifying loads, trips and PTO daily then
submit to the Payroll Administrator every Monday by 10:00am.
*Complete driver pay for all Owner Operators including tracking, verifying loads, accessorial charges and
submit to A/P every Wednesday.
*Support Fleet Manager and Transportation Operations Manager with analysis and metrics, generating
appropriate reports as necessary.
*Provide Wholesale Billing backup as needed, which includes reviewing and updating tickets and bill of
ladings to verify all information is correct in CSI, then process the ticket into the billing system accurately
and on a timely basis.
*Provide Wholesale Accounts Payable backup as needed, which includes coding, matching and entering
invoices in payable system accurately and on a timely basis.
*Communicate with Wholesale Credit and Administrative Manager and customers to resolve p roblems
and concerns daily.
*Complete weekly Billing Update Report.
*Phone coverage as needed.
*Complete other duties as assigned by the Wholesale Credit and Administrative Manager.
09/11-06/12
Customer Care Specialist & Front Desk, Shipley Energy
*Effectively process all incoming calls in a professional, friendly, and timely manner .
*Communicate with customers to resolve problems and concerns in a courteous, professional and
timely manner.
*Provide all customers with consistent, quality service in a ccordance with company procedure.
*Transfer save customers to Save Team, if deemed necessary.
*Transfer sales call to sales queues.
*Make outbound sales calls.
*Make calls to customers to schedule services, solicit opinions about customer satisfaction, dis cuss
available products and services, and collect on past due accounts.
*Engage in on- line chat conversations with customers
*Front desk duties
*Provide solutions by offering products and services which improve customer retention and sales.
*Meet quarterly sales goals as assigned by the Customer Care Team Leader.
*Complete projects and other duties as assigned by the Customer Care Team Leader or Customer Care
Manager.
04/11-12/11
Promotions Technician, Cumulus Media
*Execute radio station promotional activities as directed.
*Safely operate vehicles, prizes, equipment, and other promotional tools.
*Execute creative On-Site Hoopla.
*Attend regular meetings associated with promotions activities.
*Maintain compliance with contests rules and regulations.
*Assist in the day-to-day department operations as needed.
*Participate in station remotes by greeting and interacting with listeners and clients in an enthusiastic
and welcoming manner.
*Motivate audiences at remotes by involving them in games and creatively distributing promotional
items.
*Drive company vehicles to remotes and events as necessary.
*Set up equipment and organize set up for remotes.
*Interact “live” with on-air talent as required.
*Provide direct support to Promotions Director, Sales Managers and General Manager; assist Sales staff
and Programming department.
*Prepare good event recaps and reports as requested and follows -up with required documentation.
*Establish and maintain a good filing system.
*Conduct premium inventory checks on a weekly basis for all stations (vehicles, equipment and
promotional items).
*Maintain full compliance on rules, regulations and contract agreements for contest and events (legal
requirements).
*Oversee the upkeep and repair of station vehicles.
*Work closely and together as a team with other Promotion Coordinators and Technicians.
*Interact professionally with clients and staff. Shows enthusiastic and welcoming personality to
everyone.
*Abide by organizational norms and supports organizational goals.
*Remain calm and professional through stressful circumstances and adapts to different situations.
*Maintain a good driving record.
*Timely attendance at all times.
*Follows instructions as well as takes steps necessary to prevent mistakes and problems.
*Maintains confidentiality at all times.
*Performs others tasks as directed.
03/11-01/12
Front Desk Receptionist, Y.W.C.A.
As the front desk receptionist at the Y.W.C.A., I provide customer service to staff, members, other
guests and administrative support for the Y.W.C.A. which includes special events, mailings, database
entry, purchasing and facilities management.
*Greet customers and answer telephone calls in a friendly and professional manner.
*Promote programs by answering questions from callers and/or walk- in traffic.
*Respond to general voicemails, emails and other inquires.
*Delivers all incoming mail to recipient.
*Preparation of bank deposit to include the completion of receipt for each payment transaction and
preparation of deposit slip.
*Monitor security system.
*Receive donation, complete tax receipt forms and arrange delivery of donations to proper storage
and/or program.
*Assist in coordination of in- kind donations.
*Assist in tracking all fundraising events within the donor database software.
*Assist in entering data, ensuring its accuracy, on a daily basis for pledges, payments, etc. into donor
database and provide reports as requested.
*Prepare thank you letters for monetary and in-kind donations and ensure completion of tasks in a
timely manner.
*Assist with special fundraising events to generate funds for the organization.
*Perform other duties as assigned.
03/06-11/10
Personal Assistant/Household Manager for Tammy Leach
As a personal assistant for Tammy Leach, I assisted in daily business and personal tasks for Ms. Leach as
well as care for her 3 children, ages 7, 6 and 3.
*Answer personal and business telephone calls.
*Reply to emails.
*Schedule appointments.
*Light housekeeping, including but not limited to, vacuuming, laundry, dishes and dusting.
*Provide transportation for children to and from school as needed.
*When necessary, run errands such as grocery shopping, dry cleaning, taking pets to grooming
appointments, etc.
*Prepare breakfast, lunch and dinners.
*Structured activity times for children when at home.
08/04-02/06
Customer Service Representative, SusCom
In my position at SusCom, I accommodated a limited range of subscriber requests, inquiries and
complaints while representing SusCom in a professional and positive manner.
*Handled medium-high volume of incoming telephone calls, covering limited range of customer services
in a prompt and professional manner, obtaining all information for resolution of transaction.
*Answered customer questions regarding billing, service problems, products and features.
*Corrected errors and discrepancies on customer billing as necessary.
*Prepared work orders for maintenance requests after determining if field visits were required, and
ensured appropriate follow-up procedures were met.
*Performed billing and posting of customer accounts.
*Resolved delinquent account balances.
*Obtained assistance from coordinator or supervisor for complex inquires.
*Performed other duties as assigned.
10/04-10/05
Sales Associate, Gap Inc.
As a sales associate for Gap, I provided exceptional customer service and experience by working closely
with customers to meet their needs.
*Initiated contact with the customer in the store and helped them feel welcome.
*Assessed the needs of the customer and provided the appropriate level of service and expertise.
*Communicated with customers about style, quality and value of Gap products; provided overall
product and fit knowledge to the customer.
*Provided courteous, helpful and knowledgeable service to the customer throughout the store,
including the sales floor, fitting rooms and cash wrap.
*Coordinated efforts with other sales associates to ensure customers received exceptional service
throughout the store.
*Used effective communication skills to build and maintain customer relationships.
*Participated in merchandise handling, including: receiving shipment, replenishment, fitting room go -
backs, markdowns, and price management.
*Facilitated superior check out experience.
*Participated in other operational activities, including visual execution, maintenance and other store
support.
*Promoted customer loyalty through opening brand credit cards.
01/03-07/04
Assistant Manager, Gymboree
In my position, I assisted our store manager in the supervision and operations of our store in order to
achieve financial plans, quality selling goals, and customer satisfaction.
*Coached team members on the spot.
*Provided on-going team development in sales training, productivity tools and financial accountability.
*Standards of the store and deadlines were met consistently along with the compliance of markdowns
and stock processes.
*Completion of physical tasks such as showing merchandise to customers, placing merchandise in
fixtures, setting new lines, completing daily maintenance which includes, but is not limited to; climbing
ladders, cleaning and lifting boxes ranging from 5 -25 lbs.
*Participated in loss prevention by securing cash and merchandise.
*Performed store opening and closing procedures in accordance with standard procedures.
*Verification of bank deposit.
*Scheduling of 3 assistant managers and 6 team members.
*Met or exceeded goals for: Store Plan, Payroll, Store & Individual Selling Performance.
*Operated a register and computer.
11/00-09/01
Sales Associate, Better Deal Cellular Corporate Office
As a sales representative, I sold wireless products and services for AT&T, PCS (now T -Mobile), Nextel and
Verizon in a mall kiosk as well as in their corporate store to customers.
*Provided customer service to new and current customers, giving them knowledge about the product
and service.
*Completed accurate paperwork and point of sale transactions to ensure efficient processing.
*Performed customer verification and cash handling with accuracy.
*Maintained knowledge of all our clients wireless products, services, promotions and advertising.
*Researched competitive offers and provided my feedback to our store manager regarding competition.
*Store maintenance including; placement of service literature, product displays, sales floor inventory, as
well as cleaning to maintain a neat and orderly store.
*Performed store opening and closing procedures in acc ordance with standard procedures.
*Provided assistance to retail staff as needed.
02/00-11/00
Assistant Sales Manager, TSR Wireless
As an Assistant Manager, I assisted the Store Manger in the daily operation of the store. My duties
included; maintaining inventory levels, conducting physical inventory checks, maintaining store
appearance and complete day-to-day paperwork as directed.
*Worked directly under the supervision of the Store Manager.
*Spent 75% of my time on the sales floor to ensure efficient, c ourteous handling of customer requests,
including; sales, billing/service problem resolution, bill payments and technical troubleshooting.
*Resolved customer escalations.
*Verified accuracy of daily service revenue reports and bank deposits.
*Maintained proper inventory controls, facilitate inventory transactions and maintain compliance with
TSR store standards.
*Ensured store was opened and closed appropriately by following standard procedures.
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