Customer Service Manager

Ann M Grote

**** ****** *****, ******* ********, Ohio 45011

Email: **********@*****.*** Phone 513-***-****

Professional Experience:

July 5th 2016 – present Veritiv Corp Loveland, Ohio

Customer Service Professional

Field calls for the Saalfeld Redistribution Division

Help customers with orders, product questions, billing and credits

Input customer orders placed by phone, email fax and internet

2003 – 2016 Scholastic Book Fairs West Chester, Ohio

Director of Field Operations Executive Administrative Assistant/Project Coordinator for National Customer Appreciation Warehouse Sale Events

Planned all logistics, events, agendas and presentations for numerous regional and company meetings

Arranged travel and managed expense reports for multiple executives

Outlook management for multiple executives

Managed quality assurance inspection reporting and documentation for all regional locations

Created meeting presentations in Microsoft Power Point, Publisher, Excel and Word

Followed compliance of standard operating procedures by all locations in the region

Created & updated reporting to monitor and track profitability

Monitored warehouse labor tracking to ensure company was meeting payroll budgets

Responsible to document and follow up on action items for various meetings at a regional and company level

Scheduled and administered WebEx Online meetings and conference calls

Designated to train on several key systems and procedures ( KRONOS, AS400, Concur, Catalyst, People Soft-Oracle)

Maintained office and warehouse supply orders

Clear understanding of all computer systems used in the course of our business and able to train others in those systems

Well versed in Word, Excel, Power Point and Publisher, with some general knowledge of Map Point and other Microsoft products

Corporate contact for point of sale (credit card and money handling) systems and customer service at our warehouse locations

Maintain service contracts and oversaw service needs for copiers, printers etc…

Managed Social Media platforms for internal communication & camaraderie

Additional Responsibilities as Project Coordinator for National Customer Appreciation Warehouse Sale Events

In this additional role, I was responsible for all communication to 40+ facilities, including all corporate and regional management in regards to biannual warehouse sales. I updated training manuals and the company’s online communication platform in order to streamline communication and traveled several times a year to train both branch managers and branch administrative staff on use of our operating systems. I was frequently asked to step in and help with corporate projects. I reported directly to one Operations Manager but coordinated with many others to help fulfill the company mission.

2002 - 2003 Peak Performance West Chester, Ohio

Office Manager

Answer phones

Schedule patients

Assess patient’s complaints to present to doctor

Maintain charts and confidentiality for patients

Schedule outside tests and collect results

File workman’s compensation paperwork and follow up

1980 - 2002 Grote Bakery Inc. Cincinnati, Ohio

Office Manager

Responsibly for daily aspects of the office

Process payroll

Customer Service; orders, complaints problem resolving

Generating invoices and reconciling AR/AP

Reconciling retail stores

Data processing

Accounting spreadsheet

Answering multiple phone lines

Education

Graduated in the top 10% of my class at Aiken HS

Completed two years at University of Cincinnati

References

Scholastic

Bill Sexton, Operations manager 513-***-****

Vicki Fricke, HR coordinator 513-***-****

Doug Quaid, Manager of Special Projects 407-***-****

Peak Performance

Dr. Scott Slivka 513-***-****

Grote Bakery

Joseph Grote, Former President 513-***-****

Personal References

Heidi Fancett 513-***-****

Nancy Powers 513-***-****

Sarah Raines 636-***-****

Jennifer Smith 513-***-****

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