Customer Service Management

Sharon Fryer

***** ******** ****** 734-***-****

Livonia, MI 48154 actbl1@r.postjobfree.com

Management Professional

Versatile and innovative professional with extensive managerial experience within various business environments. Analytical and skilled in successfully guiding a team through the development and execution of custom fulfillment projects in the industry. Areas of team focus include forecasting, brand management, quoting, purchasing, presentation development and delivery while providing unparalleled customer service. Primary goals are to enhance organizational initiatives and deliver significant returns. Collaborative communicator focused on building relationships and promoting synergy across business lines. Proven track record of leading others through complex projects from inception through completion. Fluent in English and Spanish.

Career Highlights

Strategic forecasting for and management of national contracts including Lowe’s Home Improvement, Kellogg’s and Little Caesar’s, Dunham’s with more than $8M in inventory.

Improve profit margins by 10% with the optimization of successful bidding, international sourcing, streamlining of processes and positive contract negotiations with vendors.

Create and develop multiple product fulfillment programs valued in excess of $4M annually.

Drive team members to adhere to aggressive performance metrics and exceed organizational standards.

Adept at building customer service experiences that emphasize growing trust with consistency and communication.

Generate new B2B sales with a strong focus on Fortune 50 clients and productive representation at trade shows.

Proficient in Microsoft Office and leveraging Excel to analyze and interpret data, Adobe Photoshop and Illustrator.

Work Experience

CAG Brands, Walled Lake, MI 2007 – Present

Director, Operations Team (2012 – Present)

Identify and prioritize new business opportunities to expand revenue capabilities.

Optimize use of domestic sales programs and international factory production to boost business development processes.

Push the performance and productivity of the operational staff to meet organizational standards.

Operations Manager Supply Chain Management (2008 – 2012)

Customer Service Supervisor (2007 – 2008)

Contract work (Data Recovery Group) 2000-2001

Designed and executed strategic projects for Data Recovery Group that included targeted advertisements, website development and advancement and critical search engine optimization.

Data Recovery Group, Southfield, MI 1998 – 2000

Director of Marketing (1999 – 2000)

Supervised and steered all marketing activities for multiple nationwide locations.

Organized direct mailings, marketing literature, national and regional advertising to expand organizational presence.

Coordinated trade shows, corporate client proposals, website utilization and budgeting to push departmental objectives.

Customer Service Supervisor (1998 – 1999)

Guided comprehensive customer service initiatives to increase client satisfaction, retention and development.

Oversaw billing, collections, account balance procedures to ensure proper financial management and reporting.

Facilitated logistics in coordinating projects, generating reports, developing databases and coordinating tradeshows.

Additional experience as an Import/Export Coordinator for Coastlog Industries from 1996 to 1997 and as a Change Order Specialist for Sweet’s Group from 1994 to 1995.

Education

Bachelor of Science, International Business

Ferris State University

Associate of Applied Science, Real Estate

Ferris State University

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