Deborah Manecci

Objective

To obtain a career path that allows opportunity for personal development and growth.

Experience

Present PolyOne Corporation Barberton, OH

Customer Service

Place all orders for customers

Maintain production schedules, work with plant to prioritize which products to manufacture

Provide pricing information to customers

Work with sales team to develop pricing

Input pricing into system

Update system with any customer account changes

2009 to April 2015 RJF International Corp Fairlawn, OH Project Manager/Digital

Maintain National accounts

Work extensively with sales representatives to develop sales and expand digital sales throughout the country

Provide detailed and technical information to the sales force and/or customers as needed

Quoting

Work with designers to develop individual and custom murals to customer specifications

Maintain daily logs for each project in my region

Place orders as received

Maintain communication lines between sales force and the market

Research upcoming projects

Using computer resources to find data, research and advertise my teams abilities

Created and followed through with credit memos to be issued for any defects/complaints

Customer Service Rep

Maintained high level customer satisfaction

Placed all orders as received

Handled all customer inquiries and communications

Worked with sales team to address any customer concerns

Provided pertinent details to my customers to allow maximum efficiency when placing orders

Kept open communication with customers to advise them shipping times, any delays, freight questions, etc.

Backed up any area that might need coverage

Volunteered for additional work in other areas to build knowledge base of company workings

2005-2009 Roca Tile Miami, FL Lowe’s Project Manager

Personally handle all Lowe’s stores orders through EDI

Maintain high customer service relations

Create monthly reports based on store location, items ordered, sales and returns

Create and track consolidation shipments from Lowes Scorecard

Process cancellations and returns

Customer Service Rep

Supply Outstanding Customer Service to my territory in the Southwest

Including: Handling all phone calls, placing orders, tracking shipments, stock checks, and all necessary reporting

2000-2005 Diebold, Inc. Uniontown, OH

Customer Service Supervisor

Manage 23-35 full time direct reports, 160 non-direct reports

Oversee the daily operations of the call center including

Internal support desk operations

Dispatching of technicians

Placing service requests from customers

Working to meet ASA goals as well as Service level goals

Responsible for the performance and personal development of my team

Monitor live and/or recorded calls for tone of service

Review and discuss monthly quality reports taken randomly for each CSR

Complete quarterly evaluations for each member of my team

Provide additional training as needed

Develop presentations and documentation for new projects

Handle customer/internal tours

Interview new applicants

Handle customer complaints as well as internal issues

Project management

Customer Service Trainer

Developed new training materials and layout for Diebold’s Customer Response Center

Trained all new CSRs

6 week training classes

trained CSRs on both technician handling and customer calls

Responsible for development of new hires and determining if employment should be offered

Worked with staffing agencies to get top-quality applicants

Responsible for obtaining all necessary documentation for hirability as well as providing Diebold company policies

Worked on process improvement teams and created all documentation for new policies/procedures

Managed and maintained seasoned employees for our On the Job Training program

Customer Response Center Dispatcher

Handled 80-150 calls daily

Customer Calls

Dispatching of technicians

Fully function trained

oInternal Support

oCustomer Escalations

oPage Monitor

oE-mail Monitor

Top notch performance leading to two promotions in one year

Education

1993-1996 Mount Union College Alliance, OH

3 years completed with a major in Sociology

Member of Delta Sigma Tau sorority

Member of the campus Activities Committee

Additional Education

Management Skills and Techniques for New Supervisors

Business Improvement System (modules one and two)

Total Time Management

Role of a Manager/Supervisor & Policy and Procedure Administration

How to Disarm and Defuse Conflict and Confrontation

Anti-Harassment Class

Business Team Leadership Workshops 1 through 6

Producing Results With Others

DISC training

Toastmaster’s International

Build Relationships between Management and Associates

Contact this candidate