Manager, Trainer
Resume:
Chadwick D Gerig
*** ********* ** **, ******, OR 97321
**************@*****.*** - www.linkedin.com/in/chadwickdgerig Education
University of Phoenix, Boise, ID - BS in Business Concentration in Management - 2012013 Experience
Customer Service Liaison Expert/Customer Master Data Management Manpower for Honeywell, Salem Salem, OR 2022 – Current
• Create, manage, and maintain account data in CRMs, including, but not limited to: o Client information: Corporate entity site list maintenance, physical information, phone numbers, contact information, and supporting documents. o Business information: W-9, Contracts, Tax Exemptions, and other supporting documents.
o Site information: Entity name, addresses, phone numbers, and contact information.
• Receive and complete requests via email, teams, workflows (account update requests), and OPFs (projects) from other departments to create or update Client, Business, and Site records. Providing world-class service to customers by processing a monthly average of 125 OPFs, 50-60 workflows, and 200-250 email. Average turnaround of 24 hours or less.
• Data Management: Review and update records in CRMs utilizing various tools including Validity, Internet, and information received from other departments. This includes, but is not limited to merging, updating record types, and cleaning up Client/Business/Site information.
• Member of program update team: Collaboration with other departments to solve software flow updates and problems using critical thinking to create and streamline software functions. Review process flow, field placement, and testing. Providing feedback to necessary contacts based on findings in sandbox testing environment.
• Create and maintain standard work documents (SOPs) for each CMD process. Front End Manager
Hope Blooms Flowers and Things! Eagle, ID 2021 – 2022
• Onboarded a new POS system, trained employees to use it.
• Liaison between POS company and shop ensuring optimal transition, set up, and technical support.
• Developed, built, and managed new digital presence, including Instagram, and Facebook shops. Increased exposure to non-floral sales threefold.
• Elevated store’s website using high quality photography and content creation, increasing followers and engagement by 30% and 25%, respectively.
• Created marketing materials to enhance B2B sales. General Manager
Twisted Ewe LLC, A yarn shop and Twisted Kitchen LLC Commercial Commissary Kitchen Garden City, ID 2017 – 2021
• Managed daily operations for two companies, including: o Managed accounts receivable and payable
o Reviewed and processed product shipments.
o Developed and maintained websites for both companies. o Onboarded new POS system, migration, and trained employees which reduced inventory by 28%.
• Authored and integrated policies, procedures, and employee handbooks for both companies.
• Overhauled website and social media content with quality photography and original content for two companies, doubling followers and interactions.
• Composed original marketing materials: email newsletters, public event calendars, weekly social media videos.
• Launched software to manage kitchen rentals, billing, and scheduling which took operations to 95% automated. Reduced manpower 50%
• Maintained kitchen facility to industry standards and scheduled necessary maintenance on commercial grade equipment.
• Increased shop sales by 37.5% and profitability increased approximately 11-17% on average year over year. Online sales increased 12% within 6 months.
Corporate Trainer
Sykes Enterprises, Inc. Boise, ID 2016 – 2017
• Trained adult learners on Capital One credit card policies and procedures.
• Facilitated five-week learning courses through web-based curriculum in classroom environment for an average of 15-25 students per class.
• Documented and reported daily activity and class progress to appropriate management. Senior Customer Service Manager
CLICKBANK.COM Boise, ID 2005 – 2016
• Interviewed, recruited multilingual candidates to manage workload for CS Dept to facilitate production coverage in five supported languages.
• Mentored through coaching for agents to ensure exceptional service.
• Coordinated with IT, Product Planning teams to discuss related updates, fixes, and improvements to proprietary software.
• Analyzed daily, weekly, monthly reporting: Chargeback reports, agent performance reports.
• Instrumental in on boarding a new phone, email, and chat system, LiveOps, and IVR system.
• Complete revision of training manual to reduce training period by 60%. Restructured Employee Incentive programs.
• Directed the on-boarding of third-party call center to assist with expansion of production and operational workload: Authored new training manual, trained employee groups, and monitored site metrics.
• Tracked call quality and reporting activities for both sites.
• Coordinated with management to guarantee coverage and quality requirements.
• Reduced operational expenses by 25%, lowering average call lengths, call wait times, and overall customer complaints.
• Deescalated calls requesting a supervisor.
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