Customer Service Manager
Resume:
Dwayne Jackson
Lynwood, CA **262
********@*****.***
Dedicated project management professional with excellent interpersonal skills, who builds and maintains strong alliances while motivating teams and ensuring project success.
Proven strengths identifying opportunities for efficiency and improvement, and providing leadership needed to develop and implement solutions.
Ability to effectively handle multiple projects in a fast-paced environment using cutting-edge technologies.
Resourceful team player working with integrity and professionalism to earn respect, inspire cooperation, and exceed business expectations.
Skills & Qualifications
Microsoft Office Suites
Microsoft Outlook
Lotus Notes
AS400
CRM Software
Project Coordination
Stakeholder Relations
Contract Administration
Process Improvement
Communication &Document Management
Strong Technical Skills
Prioritization & Multi-Tasking
Creative Thinking & Problem Solving
Excellent Verbal, Written, &Communication Skills
Education
ITT TECHNICAL INSTITUTE Torrance, CA
Completed 9/2013
Bachelor of Science Degree, Project Management and Administration
Cumulative GPA - 3.94
Dean’s List - Recognized for academic achievement
Alpha Beta Kappa National Honors Society
RIVERSIDE COMMUNITY COLLEGE Riverside, CA
Completed 8/2003
Associate of Science Degree, Business Administration
Professional Experience
AMERICAN GREETINGS Southern CA
7/2014 to 5/2015
Area Supervisor
Responsible for hiring, training and supervising part-time merchandisers who service accounts on a regular basis, as well as handled all aspects of territory management including: planning and conducting account calls, implement sales programs and promotions, and completing various administrative duties. Selected Contributions:
Managed a territory which included retail accounts primarily consisting of supermarkets, mass channel and drug accounts.
Developed and maintained strong working relationships with store management.
Obtained financial goals and generated revenue within my territory’s accounts.
ITT TECHNICAL INSTITUTE Torrance, CA
7/2012 to 10/2013
Career Services Specialist
Assisted the Career Services Department in administering career development and employment assistance programs for the campus. Performed various office duties and administrative tasks. This included data entry, creating spreadsheets, maintaining files and department supplies. Selected Contributions:
Coordinated and compiled surveys to graduates.
Provided communication to students regarding employment activities and opportunities.
Researched opportunities for current students and alumni.
Assisted in executing special assignments and events, including coordination of all aspects of the quarterly graduations for upcoming graduates.
Updated and maintained department database, documentation, reports and student records in an effort to track student progress and success.
D-LINK SYSTEMS, INC. Fountain Valley, CA
3/2006 to 6/2008
Account Specialist
Handled all aspects of contract processing for the Technical Services Department, working closely with the TS Manager, Product Management, and the Business Development group. Reviewed and negotiated terms and conditions of many different contracts to capture and implement agreed-upon business concepts with partners. This included drafting and modifying contract language, analyzing contract liabilities and providing support, analysis and responses within stringent time frames. Selected Contributions:
Developed a summary of issues that should be highlighted and responded to as part of the RFP/RFQ response.
Established SLA and metrics scorecard, and proactively monitored and reviewed scorecards to evaluate technician performance.
Completed voluntary sales and product training in an effort to learn ways to enhance customer satisfaction and improve productivity.
Built and maintained effective working relationships with all levels of management and staff.
Worked with TS Manager in supervising the department (including hiring, training, coaching, and providing disciplinary actions).
SERVICECRAFT LOGISTICS Buena Park, CA
11/2004 to 3/2006
Customer Service Representative II/Lead, 11/05 to 3/06
Previous Position: CSR, 11/04 to 11/05
Promoted to lead position to handle complete account management for assigned, high-volume customers. This included reviewing various daily worksheets, identifying and clearing EDI reports, and handling all invoicing and billing. Worked closely with the Warehouse and Transportation Departments to ensure timely and accurate delivery of customer shipments - both inbound and outbound, as well as closely monitored customer’s inventory to ensure product availability and researched and reported any discrepancies. Selected Contributions:
Suggested ways to improve services to customer, and presented solutions to potential problem areas.
Created documentation of business processes for billing and training.
Chosen to travel to Dallas, TX location to help set-up a major account, as well as hire and train “temps” to help handle the account.
LEINER HEALTH PRODUCTS Carson, CA
9/2003 to 1/2004
Consumer Relations Specialist
Answered product inquiries from consumers and pharmacies, and received, processed and evaluated product complaints, as well as monitored complaint database to detect possible trends. Selected Contribution:
Developed procedure for product returns, which drastically cut mailing costs.
TIME WARNER CABLE Garden Grove, CA
5/2002 to 1/2003
Customer Service Professional
Handled customer inquiries, complaints, service requests, and billing questions and payment extensions. Provided pricing for new/change in services, used up-selling techniques in an effort to upgrade the customer’s account, as well as saved customers from disconnecting services. Selected Contributions:
Maintained an average of 70-100 calls per day, consistently meeting benchmarks in all areas (speed, accuracy, volume).
Received multiple awards for “perfect” scorecards on call handling.
WATSON PHARMACEUTICALS, INC. Corona, CA
11/1994 to 10/2001
Coordinator, Medical Information, 6/99 to 10/01
Previous Positions: General Clerk, Order Entry Clerk, CSR, CSS, 11/94 to 6/99
Advanced to increasingly responsible positions, culminating in this exempt role in an effort to strengthen the department by bringing forth demonstrated customer service skills and an in-depth knowledge of the entire product line. Handled receipt, collection, processing and evaluation of product complaints, obtained follow-up information from pharmacies/healthcare providers/contract manufacturers, and submitted product samples and necessary documentation for testing and formal investigation, as per SOP. Provided tablet identification, disbursed drug information, and reported adverse events and product complaints - as well as compiled and submitted Periodic Safety Update Reports (PSUR’s) and product reviews - to the FDA within stringent time frame. Selected Contributions:
Voluntarily learned to review batch records in an effort to speed up investigations and close files more quickly.
Served as System Administrator for new, custom-built complaint database.
Trained all new customer service personnel.
Chosen to travel to Glenview, IL location to train existing CSR’s on a variety of departmental functions.
Became the “go-to” person in manager’s absence.
Community Activities
Certified C.E.R.T. member (Community Emergency Response Team) - County of Los Angeles, CA
Christian Outreach in Action (C.O.A) Volunteer - Long Beach, CA
References available upon request
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