Executive Summary

Enthusiastic, dynamic Customer Service Manager with over 20 years of customer service experience. Insightful and driven, offering six years of leadership roles, complimented by proven skill to significantly enhance corporate objectives by utilizing the following areas of expertise:

Operations Management

Logistics Management

Personnel Management

Financial Data Management

Process Improvement

Contract Maintenance

Customer/Client Relations and Retention

Training/Instruction

Qualifications

Methodology:

Drive business through aggressive management initiatives resulting in increased revenue growth

Implement and identify opportunities to improve cost effieciency and productivity

Establish strategic relationships to leverage significant long term business opportunities

Build solid reputation for effective leadership by implementing process innovative techniques, overseeing business goals, protocols and functions

Train and motivate new hires for operations to ensure optimal efficiency

Verify appropriate action plans and performance measurements based on corporate goals

Ensure customer service and satisfaction is afforded highest attention and priority

Creative approach to problem-solving

Sensitivity and commitment to diversity in the workplace

Results:

Developed and established plans, policies, and procedures projects valued at over $500,000

Established a step-by-step training syllabus for new employee guidelines and procedures

Analyzed and assessed current company revenue and calculated fees increasing annual revenue by $150,000

Facilitated extensive library of training record documentation

Negotiated contracts with logistics companies resulting in 35% annual cost savings

Professional Experience

MAGNOLIA ADVANCED MATERIALS, INC Atlanta, GA 2013 – current

Customer Service/Logistics Manager

Manufacturer of high-performance and custom-formulated epoxy systems for: aerospace/transportation, defense, electronics/electrical, energy, infrastructure, marine, recreation, communications, and industrial markets worldwide. Products: syntactics, aerospace adhesives, structural adhesives, electrically/thermally conductive epoxies, potting/encapsulating epoxies, tooling resins and Department of Transportation paints/epoxies. AS9100-certified. Veteran-owned and operated.

Manage 12 employees

Work in close cooperation with management of all departments (Production, Shipping, Packing, R&D, Sales) to meet important deadlines and improve company processes

First point of contact for resolution of escalated customer complaints/issues with 100% resolution

Train, manage, coach, counsel and assign team workload

Enforce/create policies and procedures to meet company quality and standards

Determine where need for improvements are necessary and implement change

Prepare documentation for transport of Dangerous Goods for both domestic and international exports 20+ per month

Answer multiple lines of inbound customer calls for pricing, availability and lead time of products and technical questions

Create Certificates of Compliance, Test Reports, Work Orders and labels. Very high volumes, often in excess of 500+ per day

Invented new ‘customer-friendly’ processes for Certificates of Compliance, Test Reports, Work Orders and labels boosting productivity by 50%.

CASSLING Omaha, NE

Billing Lead 2010 – 2012

Manage employees who perform billing functions for the group within the Medical Service Equipment Division. Work closely with the billing team, sales, contract administration and business unit finance team in the review and interpretation of contract terms to ensure proper billings to clients. Obtain clarification, as necessary, to resolve conflicting language in the contracts

Contract and Service Billing for hospital equipment

Invoiced/Credited hospitals in volumes between 300-400 per month

Supervised and lead the billing team, assist with escalated issues, inquiries and errors

Facilitated the recreation and maintenance of contract administration

Developed new and update ongoing departmental processes and procedures, cross-train staff

Led Wellness Committee to Platinum Wellness Well Workplace Award in 2011

Contract Billing Specialist 2008 – 2010

Prepared/maintained Service Maintenance Agreements for hospital equipment processed high volumes up to 60 per month- set new annual record 6 months into new position by 35%

Worked with Sales and Service Executives to ensure timely and accurate presentations

Tracked equipment installations, process paperwork, check accuracy for state and federal (FDA) processing

Busy desk required strong sense of urgency under high pressure, little preparation and great accuracy

Managed databases and maintained weekly audits to limit internal errors under very little supervision

Maintained 3rd party agreements and databases

Customer Service Rep/Dispatch 2005 – 2008

Answered inbound customer calls for equipment service, multiple lines, high volume up to 100 per day

Dispatched Field Service Engineers to locations per customer requests based on need

Relayed work orders, messages, and information to/from engineers and Regional Service Managers

Managed Radiation Badge controls and Business Associate Addendums

Confered with customers or supervising personnel to address questions, issues, and requests for service or maintenance

SITEL CORPORATION (Contract) Omaha, NE 2004

Customer Accounts

Answered inbound client inquiries concerning credit card services, products and billing claims

Reported/diffused problem areas as escalations occur

Improved customer retention through programs and services provided

Upsold additional products and make recommendations based on client file, rate plan and usage

Utilized mechanized systems to initiate and complete orders and handle customer requests

CABELAS INC North Platte, NE

Customer Relations/Accounts 2000 – 2003

The Customer Contact Associate's primary responsibility is to provide accurate information to customers in a respectful and efficient manner by anticipating the customer's needs, and satisfactorily resolving issues with one contact.

Provided customers with information in response to inquiries about products and services

Answered inbound customer calls and internal transfers

Solved customer online application and internet problems

First point of contact for resolving customer complaints

Improved customer retention by 85% on escalation calls

Customer Service 1998 – 2000

Answered inbound customer calls, received, reviewed and processed catalog orders for equipment and apparel

Assisted customers when choosing products to best suit their needs

Provided order and shipping details

Processed credit card orders

Directed complex customer complaints and extensive inquiries to proper departments

Education

MID-PLAINS COMMUNITY COLLEGE North Platte, NE 1998 – 2000

Continuing Education

HIPAA

Supervisor Skills

How to Supervise People

Microsoft Access Levels I & II

Microsoft Excel Levels I-III

Customer Complaint Handling Course

Conflict Management

Teambuilding for Supervisors

Certifications

IATA & IMDG Certification valid 08/2016-08/2017

49 CFR/DOT Regulation Certified valid 07/2016-07/2019

OSHA General Industry 05/2016

Computer Skills

Microsoft Office Suite

Microsoft Dynamics GP

IOL (Invoicing OnLine)

FedEx Ship Manager Software

SAP/Citrix

CRM/Experlogix

Ecopy/FoxIt

Vicinity Manufacturing

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