Customer Service Manager
Resume:
Kris McKinney
*** *** ****, **********, ** 80020 acr3mo@r.postjobfree.com
Career Overview
Dedicated Customer Service Representative/Manager motivated to maintain customer satisfaction and contribute to company success. Experienced professional who has cross-functional business analysis, information technology, client services and project leadership skills.
Passionate about improving processes through technology for both external and internal customers.
Core Strengths
Customer service expert Active listening skills Energetic work attitude
Sharp problem solver Top performer Seasoned in conflict resolution
Courteous demeanor Strong organizational skills Instrumental in strategic project/product launches
Accomplishments
Customer Relations Manager, who researched, calmed and rapidly resolved client conflicts to improve member retention.
Customer Service Database Maintenance Specialist provider who managed the company database and verified, edited and modified members’ information.
Team Member who joined in company strategic decision-making, long-term planning, and project launches.
Scrum Alliance Member Service Representative April 2013 – September 2015
Managed member acquisition, engagement and retention strategies. Accountable for driving membership strategies and creating annual growth while meeting all departmental needs.
Responsible for membership database, reporting and analysis for all member certifications. Reviewed and evaluated membership transactions, statistics and reconciliation.
Created and deployed membership surveys; assessed results of trends and provided improvements for members’ experience by creating new processes and systems that resulted in increased customer service satisfaction rate of 97%.
Responded to an average of 100 website inquiries per day from all members and prospective members in a timely and professional manner. Educated members on available website and education programs.
Displayed critical thinking and problem-solving skills to serve more than 400,000 members.
Established and documented membership manual, increased productivity and reduced response time by 50%.
Acted as lead trainer for new staff and continued training existing staff.
Collaborated in cross-functional interaction with internal and external customers.
Highplains Marketing Services, Inc., Englewood, CO Senior Account Executive Manager
January 2000 – April 2013
Developed programs for 20% increase in sales, year over year, by analyzing data for category reviews and identifying sales trends for meat and grocery manufactures.
Provided executive management support and support to internal and external customers, maintaining positive and productive outcomes.
Implemented reporting systems in sales and distribution reports and automated price books, resulting in increased job efficiencies.
Responsible for negotiating and reviewing contracts and managing third-party communications and inventory levels.
Kris McKinney
337 Oak Lane, Broomfield, CO 80020 acr3mo@r.postjobfree.com
Nash Finch Company, Denver, CO Manager of Military Sales
February 1992 – December 1999
Customer Relations Manager
Customer Service Manager with emphasis on quality control and attention to detail, which enhanced the integrity of the company.
Created new processes and systems that increased customer service satisfaction.
Cross-trained and provided backup for other customer service representatives when needed.
Coordinated local, regional and national trade shows for product development training.
Promptly responded to general inquiries from members, staff and clients via mail, e-mail and fax.
Developed financial and operational scorecard for annual sales of 45 million dollars.
Category Manager/Buyer
Subject Matter Expert on flow of work and collaboration with other departments.
Developed purchasing target programs based on customer demographics.
Maintained service level consistently at 98%.
Instrumental in developing effective contracts and negotiations.
McLane Western, Longmont, CO
March 1985 – February 1992
Buyer of grocery, meat, frozen food, dairy and health and beauty products
Inventory Control Specialist
Accounting for accounts payable, receivable and payroll
Certifications
Certified ScrumMaster
Certified Scrum Product Owner
Education
Community College of Aurora – Associates of Arts Degree in Business
Tools Used
Office Suite-Work/Excel/PowerPoint
Survey Monkey
Evernote
SAP
IRI Data
Market Master/EmpowerIT
ZenDesk
Trello
Version One
RegOnline
PayPal
Test.com
Marketo
Good Data
Drop Box
Rails
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