Customer Service Manager

EVELYN DIAZ

*** ******** ***** • Coatesville, PA 19320

(Relocating to Hanover, PA)

Telephone : 610-***-**** • Email : *********@*******.***

CUSTOMER SERVICE PROFESSIONAL • MANAGER

Customer Service Manager with extensive knowledge and experience in customer service and personnel management, quality reviews; performance based planning and analysis; performance based contracting; interpreting results and trends; organizational dynamics and development. Additional activities and focus during my career have included strategic planning, developing implementation plans to include applicable training curriculums and providing the training, virtual collaboration, communication, knowledge management and the supervision of complex projects and tasks.

Expertise in global customer service Ability to evaluate process effectiveness and coordinate team efforts regarding workload and workflow Ability to solve complex problems through analysis and interpretation of facts and statistical data, process outcomes and trends to include fiscal impact and planning Expertise in performance based planning and analysis, strategic planning, benchmarking, gap and resource analysis Instructor/Trainer experience • Strong organizational skills •Ability to plan, prioritize and manage workflow Extensive supervision experience to include supervising a large diverse team located in multiple states

PROFESSIONAL EXPERIENCE

Wetherill Associates, Inc. (WAI), Exton, PA • March 2004 - Present

Customer Service Manager

Provide solutions which increase efficiency and support for customers while improving accountability and communication through a variety of activities

Supervised and managed a diverse team of approximately 35 - 50 individuals at various times worldwide; responsibilities include not only daily supervision but also performance based annual evaluations

Maintains a base set of accounts for Regional Sales for their Competitor Division

Managed high profile accounts that were outside the normal guidelines

Project Manager for the Outgoing Call Program. Managed the teams progress by helping individuals achieve their goals through their customer base

Acts as the International Team’s liaison for all departments to help keep their division moving with little issues and continued growth in the market

Resolve and repair relationships with International Customers as needed

Work with the warehouses to ensure customer’s needs are being met and to also ensure deadlines are being met

Support Intercompany Divisions on transfers of product between divisions worldwide. Also ensure all necessary transactions within the system are kept up to date

Maintains customer information and integrity within the companies operating system

Handled the Sales coordination for all direct deliveries from suppliers to customers worldwide

Developed not only processes and procedures for Sales, but also several divisions within the company to help support sales and the ever growing customer’s needs

Recommends pricing changes for renewal business, new product offers and long-term contracts with major customers

Monitors cost and pricing to maintain profit throughout all divisions

Review flyer information to be sure pricing is within parameters and prepares the system for the new month on specials

Helped develop and maintain Ecommerce division for the company

Test and train staff on all new system developments

Transpo Electronics, Inc. Orlando, FL • November 1999 – March 2004 (Wetherill Associates, Inc. (WAI) purchased Transpo Electronics, Inc.)

Executive Secretary

Executive level support to the COB, CEO, CFO, CAO and Vice President of Sales

Expertise in coordination of all company meetings complete with appropriate handouts, and transcription of meeting as well as documentation of any outcomes or next steps

Experience in facilitating communications among numerous individuals both within and outside the company

Researched and compiled statistical data/reports for all executives

Maintained confidentiality with unquestionable integrity

Organized and supported several company functions and extra activities

Ground Control Landscaping, Orlando, FL • April 1999 – November 1999

Administrative Assistant

Organizational skills used to process invoices, maintain filing, schedule special orders for customers

Analyzed and produced spreadsheets and reports for weekly and monthly revenue reporting to include cost margins on completed job orders.

Reviewed and processed employee time sheets

Provided extensive customer support and service to include handling complaints, creating contracts and written proposals for submission

Central Locating Service, Winter Springs, FL • April 1997 – April 1999

Administrative Assistant

Maintaining an efficient office operation to include ordering and managing supplies

Process bills and invoices for three branch locations

Coordination of staff schedules

Analyzed and produced revenue reports for all three branches as well as data entry

Managed personnel paperwork, and processed staff time sheets

EDUCATION

Eau Gallie High School

1993 - 1995

Melbourne, Florida

Brevard Community College

1994 – 1995

Attended college courses senior year of high school as advanced classes/studies

Melbourne Florida

Valencia Community College

Orlando, Florida

Pursued a degree in business/psychology

TECHNICAL SKILLS

Microsoft Office Suite • BAAN (ERP System) • JP Edwards • Business Objects

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