Customer Service Manager

Debi Stacy

**** ******* ***** ***** ************ NC 27284

336-***-**** (cell) 336-***-**** (home)

Objective

An energetic, accomplished, results-driven management professional with over 30 years experience in Customer Service management, training and development, coaching and mentoring in a high paced atmosphere. Quality focused and pragmatic team player providing sound record of achievement maximizing productivity, optimizing workflow, strengthening communications and ensuring world class customer service. Lauded for exceeding expectations and adjusting to an ever-changing environment. Adaptable leader who excels in fast-paced, high-stress environment.

Core Competencies

Customer Service

Relationship Development

Problem Resolution

Team Building and Training

Communications

Process Improvement

Negotiation

Tenacity

Adaptability

Patience

Call Center Management

Attentiveness

Experience

Customer Service Manager - Innisbrook/Office Manager/Director of Innisbrook Programs

Shamrock Corporation 1989 - December 31 2015

Responsible for all functions related to customer service for (at peak) a $50 million division, as well as support for 35-100 sales representatives, examining and resolving customer service related problems, and coordinating successful programs using the resources of Information Technology, Customer Service, Sales, and Production.

Managed In Bound Call Center 700+ calls per day at seasonal peak.

Product selection for all lines of business, including the selection of vendors and negotiation of pricing. Product purchasing and cost analysis. Receiving inventory into system, reconciling invoices for payment.

Develop timelines necessary to achieve goals and communicate to all departments

Key player in the implementation of Salesforce Client Relationship Management System and Fishbowl Inventory Management System.

Document and maintains operation manuals

Responsible for Shoretel VOIP phone system, including administration.

Process all credit card transactions, including credit card charge backs.

Oversaw two supervisors and indirectly supervised four employees and 10-25 temporary employees. Have overseen 12 employees directly at peak.

Office Manager – Shamrock Consumer Products

Shamrock Corporation 1986 – 1989

Bookkeeper/Receptionist

Shamrock Corporation 1985 – 1986

Training and Education

Proficient in all Microsoft Office Products, including Excel, Word, Outlook

Accounting Courses (GTCC)

Supervisor Training (FMLA, Discipline and Discharge, Employment Law)

Education: Powell Valley High School, Big Stone Gap, VA

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