Customer Service Manager

EVELYN BROCKINGTON

**** ****** ****, **********, ** 23803 H: 804-***-**** C: 804-***-**** *********.**@*****.***

CAREER FOCUS

Creative Manager with broad-based background in highly competitive and dynamic organizations.

Recognized as a decisive leader and excellent team player.

SUMMARY OF SKILLS

Identifying risks Product management

Conflict resolution Process development

Complex problem resolution Contracts

Communications audits Strategic planning

Strategic planning Improving product quality

Project management PowerPoint

Leading large organizations Critical thinking

Eye for detail

ACCOMPLISHMENTS

Multiple awards for performance. Reduced office expenses by finding smarter

solutions for vendors, suppliers and services. Personally managed production

activities to guarantee 100% of order were shipped on-time. Promoted to Lead

Machinist within 3 months of employment. Served as key contributing

member to Leadership team. Awarded the Army Achievement Medal in 2003,

2004 and 2006. Received Global War on Terrorism Service Medal.

PROFESSIONAL EXPERIENCE

02/2013 to 05/2016 Product Planner Perdue Prince George, VA

Reviewed new customer orders and requests and manually entered data into a

centralized database. Oversaw scheduling for the day-to-day activities of

65 transportation employees. Reconciled daily inventory in SAP for over a

1000 SKUs. Manually created shipments, assigned carriers and dispatched

shipments. Forwarded client-related quality and service issues to the

appropriate manager for resolution. Communicated all emergencies, delays

due to weather and carrier schedule changes to customers and supervisors.

Coordinated rush orders and order changes. Resolved problems for customers,

warehouses and carriers. Acted as a liaison between logistics, carriers and

customers. Coordinated returns between origin and interim transportation

departments. Completed all necessary customs documents and other

paperwork. Oversaw the organizing and product storage in stockyard areas.

12/2010 to 04/2013 Office Manager H&R Block Petersburg, VA

Managed team of 15 tax professionals. Served as mentor to junior team

members. Defined strategy and business plan for Petersburg, VA. Initiated

program that standardized employee training and led to increase in customer

satisfaction by 25%. Updated confidential employee and customer banking

information with accuracy and speed. Processed bank reconciliations and

financial reports to verify practice of proper due diligence. Maintained

accounts receivable documentation electronically and on paper. Handled

cash and deposits using the proper accounting procedures and

documentation. Processed payroll, electronic deposits and employee pay

adjustments. Entered weekly sales and customer count sheets for review by

management. Conducted cost, schedule, contract performance, variance and

risk analysis. Highlighted the difference between competitive brands and

managed brands through innovative merchandising campaigns.

02/2008 to 12/2010 Customer Service Manager Wal-Mart Frederick, MD

Assessed customer needs and responded to questions. Issued receipts for

purchases and gifts. Worked with customer service to resolve issues. Updated

register logs. Provided professional and courteous service at all times. Created

training manuals targeted at resolving even the most difficult customer

issues. Developed, implemented and monitored programs to maximize

customer satisfaction and manage on-site customer service representatives.

Improved service quality and increased sales by developing a strong

knowledge of company's products and services. Provided detailed monthly

departmental reports and updates to senior management. Interviewed, hired

and trained new quality customer service representatives. Routinely prepared

and evaluated CRM reports to identify problems and areas for improvement.

Effectively communicated with team members to maintain clearly defined

expectations. Resolved customer questions, issues and complaints.

01/2001 to 02/2008 Military Police U.S Army Richmond, VA

Reviewed and edited correspondence prior to release and submission for

signature. Defused hostile situations with superior negotiation techniques.

Logged and filed classified documents. Trained and instructed subordinates

and supported units on weapons usage. Processed prisoners of war and

captured documents. Determined elevation and grid azimuths with maps and

map overlays. Effective decision-maker in high-pressure environments.

Managed receipt, storage and issue of ammunition processes. Patrolled areas

and allowed restricted area access for authorized personnel. Supervised

operation and organizational maintenance of weapons systems and

specialized equipment. Led military police teams in support of battlefield

operations. Coordinated training schedules and filed crucial administrative

paperwork. Maintained complete accountability during redeployment of all

sensitive items and communication equipment. Completed multiple fire

prevention safety training. Maintained rifles, machine guns, mortars and hand

grenades.

EDUCATION

2012 Associate of Science: GENERAL STUDIES

Colorado Technical University Colorado Springs, CO, USA

2014 Bachelor of Science: Business Management

Colorado Technical University Colorado Springs, CO, USA

2017 Master of Science: Human Resource Management

Colorado Technical University Colorado Springs, CO, USA

Programs Used

Systems Applications and Products – SAP

Warehouse Management System – WMS

Material Requirement Planning -MRP

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