Director/Vice President
Resume:
Kevin Taylor
**** **** ***** ******, **** Harbor, Florida 34683
*********@*****.***
Director/Vice President of Customer Service or Operations
Qualifications Profile
Highly organized, multifaceted and competent professional equipped with comprehensive experience in customer service management, business administration, project administration, and operations management.
Self-starter, team player, and analytical individual, with the capability of handling diverse sets of responsibilities along with utilizing well-honed experience in solving problems and completing jobs in an efficient manner. Consistently complimented for excellent interpersonal and communication skills; well-versed in written and verbal communication. Proven leader who is skilled at performing and accomplishing assigned duties independently or as part of a team. Effective in multitasking and managing large organizations within a fast-paced environment. Technically proficient with Microsoft Office applications (Word, Access, and Excel), SAP, and Business Analytics System.
Professional Experience
Tech Data Corporation, Clearwater, FL
Senior Manager, Customer Care ~ 2012 Present
Career Accomplishments:
Provided leadership to a department of 60 individuals while establishing strategic management initiatives that resulted in Customer Care receiving the highest Customer Satisfaction ratings in the industry
Spearheaded the establishment, analysis, and review of productivity reporting, thereby improving the Customer Service Department as well as the customer's experience
Displayed expertise in planning and achieving established goals by leveraging exceptional experience, education, and decision-making skills
Managed the integration of the Customer Care Team from the Canadian office to the U.S. while controlling costs and generating significant costs savings to the corporation
Rendered keen oversight to the Customer Care Team from the Costa Rica office of Tech Data; prepared reports; and facilitated hiring of individuals up to management level
Earned the Manager of the Quarter Award in 2010 and Managerial Excellence Award in 2012 by demonstrating exceptional internal customer service and achieving customer service goals
Render oversight to all aspects of customer service policies, financial accountability, objectives, and initiatives
Establish and implement numerous procedures and policies on correspondence, returns, and customer requests management
Keenly supervise all resources within the customer service organization to ensure attainment of departmental and corporate objectives in collaboration with other internal departments
Administer the daily performances of subordinate manager, supervisors, and employees while providing assistance to upper management in identifying and resolving issues
Guarantee client satisfaction by offering outstanding customer service
Perform systematic assessment and propose recommendations on changing the existing and future system requirements to comply with all organizational needs
Created deadlines, assigned responsibilities, monitored the progress of the department; and prepared summary of departmental goals for upper management
Serve as the driving force behind the continuous streamlining of policies and procedures within the department
Provide effective and on-time solutions to all accounts issues within the area of responsibility through the use of all available resources, while ensuring appropriate allocation of resources
Facilitate the execution of professional career planning and development assistance for the Customer Service Management Team and employees
Customer Service Supervisor ~ 2003 2010
Career Accomplishments:
Leveraged exceptional logistics experience that significantly enhanced customer service process flows on processing freight and shipment errors
Successfully enhanced the performance and efficiency of the department by maintaining high level of focus in executing continuous process improvement efforts
Significantly boosted overall customer satisfaction across multiple customer segments by formulating one call resolution strategy
Expertly managed the customer service support for the National Account Division, which consisted of the top 30 accounts at the entire company representing over $500 million in total annual revenue
Supervised a team of 35 representatives while ensuring highest quality of service to all customers
Offered effectual support in recruiting, developing, and improving the performance of all team members
Maintained close collaboration with the Sales Team to directly support the strategic initiatives involving targeted accounts for future growth
Additional Experience
Tech Data Corporation, Clearwater, FL
Subject Matter Expert, Project Consultant ~ 2010 2012
Functioned as an effective subject matter expert and consultant at a SAP Super User Level in collaboration with the Business Process Team
Monitored the efficient delivery of SAP information system by consistently applying sound project management principles
Directly interacted with key internal and external customers to correctly identify the needs, deploy resources, and administer critical deliverables
Created and deployed the SAP system tool for the entire company while maintaining focus on the development system for returns- and invoice-related adjustments
Supported the consultants and developers during system construction phase, implementation, and post go-live phases
Made major contribution to the significant productivity gains which increased employee performance; thus reducing returns costs. Led the successful implementation of a million dollar ERP returns application to the U.S. business which minimized overall returns costs by more than 50%
Senior Logistics Coordinator ~ 2001 2003
Administered customer orders for the accuracy of external customer needs
Showed expertise in providing excellent logistics support to internal and external customers
Aided in handling the reporting and resolution of all issues
Assigned tasks to several logistical processes and procedures to improve the overall efficiency
Extensively used exceptional communication skills in analyzing data and comparing cost-efficiency within the department
Paragon Water Services, Clearwater, FL
Human Resource Manager ~ 2000 2001
Helped in managing and processing employee benefits and compensation
Provided updates to senior management on productivity and performance of all employees
Demonstrated professionalism in counseling employees on enhancing work efficiency and productivity
Facilitated extensive interviews, while providing assistance in improving employee retention and recruitment
Directed the establishment of training program for all new hires
Education
Master of Business Administration ~ May 2015
Saint Leo University, Saint Leo, FL
Bachelor of Arts in Communications ~ Dec 1998
University of South Florida, Tampa, FL
Professional Training
Managing Diversity
Tech Data University Leadership Program
Building an environment of trust
Boosting business results
Building winning partnerships
Rapid Decision making
Essentials of leadership
Leading Change
Resolving Conflict
Management Essentials
Situational Leadership
Contact this candidate