Customer Service Manager

Joyce Cruz

Operations Manager

Stockbridge, GA **281

*******.****@*****.*** - 678-***-****

WORK EXPERIENCE

Big Ticket Delivery Manager Macy's Logistics and Operations - Stone Mountain, GA

Responsible for the completion of daily routes and ensuring customer satisfaction by enforcing, coaching and

mentoring independent contractors to deliver Macy's 5 Star Service. Follow up and follow thru all day of the

routes to ensure 100% completion in a timely manne, total of approximately 30 trucks daily.

- Meeting and exceeding all KPI measurements

- Reviewing daily routing to ensure full truck capacity and decreasing overall company costs

- Daily keep and update of scheduling and allocation program to meet customer requests of quick delivery

availability

- Daily interaction with Delivery team to review all KPI metrics. Provide suggestions on how to improve individual

scores, give feedback, coaching and mentoring for delivery teams

- Management of small customer care team - staffing. coaching, annual reviews, performance review and

accuracy of documentation and follow up by each customer service team member

- Provide management with daily update of KPI measurements with resolutions and process improvements

- Financial reporting weekly and monthly with department costs provide shortage opportunities and ensure

department is not over financial plans

Customer Service Manager Buffalo, NY - February 2013 to December 2014

Sonwil Distribution

Managing a team of 10 client representatives whom provide over 60 retailers with warehousing and logistical

assistance for various products. Responsible for the creation and implementation of the company cross

training program for knowledge improvement and reduction of customer service issues.

Responsibilities:

Documentation and process development for all current active accounts

Department liaison for any client concerns

Provide management with resolution and process improvement to enhance client experience, reducing costs

Update management of any training needs; develop, implement and track training requirements

Ensure client representative provide excellent customer service and take corrective action as needed

Assist client representatives daily with any client issues by providing guidance

Create and implement progressive counseling program ; including both corrective counseling and employee

reward program

- Liason between management and client

- Responsible to provide management with resolution and process improvement for any customer complaint

or concern

- Update management of any training needs

- Ensure representatives provide exceptional customer service and take corrective action as needed

Operations Manager Buffalo, NY - September 2012 to February 2013

Fleetgistics

Responsible for the scheduling, contracting and logistic routing for three accounts within Buffalo for different

retailers.

Duties included:

Ensuring all client expectations were met by fulfilling all routes throughout the day

Continuous contracting to avoid any business interruptions

Provide exceptional customer service for clients and customers

Weekly reporting to corporate office of new contracts, equipment verification, courier schedules

Ensure to stay within budget while still providing clients all services and meeting deadlines

Operations Manager December 2000 to March 2012

Installs Inc.

Repeatedly promoted during 11-year tenure with Installs Inc., culminating in the responsibility for logistics of

8+ major retail accounts (3rd party) and the management of call center floor with over 200+ employees and

15 supervisory professionals.

Responsibilities:

Responsible for the coverage of routes and recruiting of field personnel as needed to ensure all services were

completed

Dispatching of vehicles/trucks for completion of customers’ expectations including; scheduling, ensuring on-time

arrival, re-routing, rescheduling, re-dispatching

Analyzing of data to monitor performance and plan improvements and demands

Finding resolution for any customer dissatisfactions by being a liaison between field and 3rd party clients;

including any damages to property or products during transfer or installation

Coordinating and dispatching of VIP orders

Weekly contact with 3rd party clients for updates on policies and procedures, quality, services, field

performance (drives) and performance of call center employees

Analytical review of data to provide CEO weekly, representing any areas of needs and success such as staffing,

training, development, savings, procedure enhancements

Hiring, training, development and evaluation of all employees; assist in decisions of counseling and discipline

Ensure all contractual agreements were met per 3rd party client expectations such as; quality and service level

Supervisory team was meeting all duties; attendance tracking, scheduling, evaluations and training of

respective teams

Day to day metrics were being met and make decisions as needed efficiently and quickly to ensure success

for the day

EDUCATION

Bachelors in Business

Bryant & Stratton - Buffalo, NY

2012 to 2014

Associates in Business

Bryant & Stratton

2012

SKILLS

Office Management, Report & Documentation Preparation, Teambuilding & Supervision, Bilingual Fluent in

Spanish, Staff Development and Training, Logistics

ADDITIONAL INFORMATION

Key Skills

Office Management Teambuilding & Supervision Logistics Report & Document Preparation Bilingual- Fluent

in Spanish Proficient in Microsoft Programs Staff Development & Training

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