Customer Service Manager
Resume:
JAMES M. THAYER
**********@*****.**.***
OBJECTIVE
To utilize customer service and management understanding of shipping processes and team building skills resulting in improved efficiency and lowered costs to an organization.
SUMMARY OF QUALIFICATIONS
Customer Service Management… Extensive experience in improving service and productivity and assuring accountability of customer service management through:
Identifying needs through management analysis and consultation
Understanding of team member training needs
Coaching team members for peak performance
Management… Highly-effective in managing shipping operations. Skilled in planning operations, staffing and equipment requirements, meeting the needs of the customer on schedule and within budget. Effectively manage a shipping operation to optimum efficiency. Additional experience in business administration and management including finance, accounting, personnel, contract administration and cash flow management.
EXPERIENCE REVIEW
Best Cleaners, Schenectady NY
Oct 2011 to Oct 2015
Area Manager
Manage all daily operations of ten Drop and pick up locations of dry cleaning chain.
Manage all aspects of the daily operation of stores, including staffing, customer service,, sales, daily cash reconciliation and, inventory Follow up to insure timely customer service
The UPS Store. East Greenbush, NY
2003 to 2011
Manager
Manage all aspects of the daily operation of store, including staffing, customer service, product promotion, sales, daily cash reconciliation, equipment, and, inventory and supply orders. Supervised all shipping activity both domestic and international. Overseeing that all documents filed correctly for export of international shipments. Follow up to insure timely delivery of shipments.
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Sherman Furniture Rentals, Albany, NY
2000 to 2003
Territory Representative/Sales Rep Manage all existing and new account activity for local short-term rental company which includes providing job quotes/bids. Prospect for new clients through organized marketing effort. Provide client with follow up services.
Jordan Graphic Industries, Inc. Albany, NY
1997 – 2000
Account Representative/Sales Rep Manage all existing and new account activity for local graphics company which includes providing job quotes/bids and offering suggestions for improved printing efficiencies. Prospect for new clients through organized marketing effort. Provide client with professional expertise on distribution of finished product.
Certified Reports, Inc., Kinderhook, NY
1996 – 1997
Distribution Coordinator Manage all aspects of distribution and warehousing for national merchandising servicing company including Purchasing. Provide organized, timely delivery of all merchandise in a cost-effective manner.
Center Commercial Services, Albany, NY
1994 – 1996
Operations Manager Merged self-established firm (MAIL $, Inc.) with this organization to maximize potential of both organizations. Managed a three-shift staff of 30 to provide the highest quality of mailing services to private sector, government and political clients. Acted as primary consultant with organizations to improve operations and reduce costs.
MAIL 4, Inc., Albany, NY
1991 – 1994
President and Operations Manager Established this firm with three other partners and subsequently secured all stock in the corporation. Provided quality lettershop, mailing and other distribution services to government, private sector, political clients and others utilizing understanding of mailing codes, procedures, processes and cost reduction opportunities. Consulted with organizations to determine options to improve service at lowered costs. In addition, provided list management services including maintenance and updating. Established and maintain excellent relationships with US Postal Service officials, Federal Express, UPS and other private sector carriers. Oversee staff of fifteen as well as equipment and facility.
PREVIOUS EXPERIENCE
Empire Blue Cross and Blue Shield, Albany, NY 1989 – 1991
Supervisor/Outgoing Mail Operations Managed all aspects of outgoing materials for upstate region. Served on “new building committee” for installation of State of the Art distribution equipment.
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