Customer Service Manager

COLLEEN M. JONES

608-***-**** ● Janesville, WI 53548 ● *******@*****.***

https://www.linkedin.com/in/colleenjones2

QUALIFICATIONS SUMMARY:

High-achieving, effective OPERATIONS and CUSTOMER SERVICE Leader with extensive experience in Export/Domestic, multi-channel environments, team building, customer support, projects, and sales growth. Skillfully coach and develop team members to ensure customer experience is exemplary and productivity goals are met. Effectively identify, organize, and manage resources for timely implementation of complex projects and maximize productivity in daily operations. Adaptable, resourceful, and reliable professional with excellent interpersonal skills and cultural awareness that builds trust and engagement.

Areas of Expertise:

Leadership

Team Building

Coaching & Development

Change Management

Customer Service

Employee Training

Quality Metrics

Problem Analysis / Solving

Productivity Improvement

Continuous Improvement

Multi-Channel Operations

Effective Communication

PROFESSIONAL EXPERIENCE:

DATA LISTING SVCS DBA THE CONNECTION ● ROCKFORD, IL 6/2016 – 12/2016

Call Center Services, Consulting, BPO

Operations Manager

Manage rapid growth Client program, multi channel service, supported across 3 locations

Reduced monthly attrition (20% MO AVG decreased to 4%)

Implemented process and technology efficiencies to maximize staffing (Utilization increase 35% MO AVG to 60-80%)

Increased Employee engagement and reduced absenteeism

Identified skilled, adaptable agent resources to respond to client business needs promptly and effectively

WW GRAINGER INC. ● JANESVILLE, WI 8/1997 – 4/2016

North America’s leading broad line supplier of maintenance, repair, and operating products

Senior Manager - Regional Export Customer Service (8/2014 – 4/2016)

Deploy new Domestic Export Customer Service Team in Janesville WI. Evaluate business needs, deployment, and branding of the Team. Analyze account transition requirements, establish processes, and staffing requirements.

Recruit, coach, and develop: Manager (Houston), Export CS Team Lead, 10 Team Members (JVL)

Review and analyze staffing, workflow, forecasting, service level, and general business

Export lead on several projects:

Implementation of Email Response Mgmt Sys (ERMS) / Impact360 Scheduling Forecasting technology (eWFM) / ‘Open Order’ reporting for US Export Locations / SAP Extended Warehouse Mgmt (EWM) Greenville, SC DC003

Manager – Export Customer Service (11/2008 – 8/2014)

Intl Call Center Dept supporting Phone/Email/Web/Intl Logistics/Export Compliance/ Government

Recruit, coach, and develop 8-26 employees that support 13 separate Business Units/Brands

Review and analyze staffing, forecasting, scheduling, service level, and general business – Call Center team in International Department, Intl Logistics, Export Compliance, Government Team

Establish process requirements, create training documentation and delivery, implementation

Export lead on several projects:

LSS Integration into WW Grainger / Implementation of Common Distribution Platform

Manager – Customer Service (7/2002 – 11/2008)

Recruit, coach, and develop 18-25 employees, forecasting, service level, and general business needs – Call Center team, Catalog Mail List, Ben Meadows Business Unit, Government Team

Onsite Supervisor for 5 separate acquisitions during ‘Due Diligence’ phase

Supporting role in several projects;

Highsmith – Divestiture / PeopleSoft 8.8 - Conversion

Mentor, onboard, and train new CS Managers

HR liaison – Primary interviewer and recruiter of CSRs, department communications

Customer Information Specialist (2/2002–7/2002)

Coordinate development and implementation of Prospect Database for returned media

Data analysis, testing, validation and implementation - Ben Meadows Acquisition

Customer Service Representative (1998-2002)

Packer – Distribution Center (1997-1998)

US VISION D/B/A JCPENNEY OPTICAL ● JANESVILLE, WI 1989-1997

Store Manager

Recruit, coach, and develop 6 employees, forecasting, service level, and general business needs

Successfully built Sales programs to produce the 2nd highest ranked store in Wisconsin

Mentor Managers for three WI stores

BUDGET RENT A CAR SYSTEMS, INC. ● MILWAUKEE & JANESVILLE, WI 1984-1989

Location Manager

Recruit, coach, develop 9 employees, forecasting, service level, and general business needs

EDUCATION & PROFESSIONAL DEVELOPMENT:

Grainger Experienced Manager [GEM] Course (2014) ● Lake Forest, IL

Complying with US Export Controls (2007, 2010) ● Bureau of Industry Security

Executrain Supervisory, Units I, II, III, IV (2002) ● University of Wisconsin-Madison

TECHNICAL SKILLS:

SAP – ECC, CRM, EWM

Impact360/eWFM

PeopleSoft

AVAYA Telephony

Cisco Telephony

Microsoft Office – Word, Excel, PowerPoint, Access

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