Customer Service Manager

Resume

STEVEN SOEP

*** ****** ***, #** **********, NY. 11516

516-***-**** ******.****@*****.***

DIRECTOR OF OPERATIONS

Experienced operations director with a history of enhancing revenues, production processes, and customer satisfaction while decreasing turnover. Deliver successful projects by leveraging unique combination of management, hands-on, and crisis resolution skills. Positive team leader with proven ability to cultivate business relationships and spearhead cross-functional collaborations. Operations (Manufacturing, Broadcasting) Strategic Planning Logistics Project Management Client Relations Team Leadership & Development Requirements Analysis

Process Improvements Labor Negotiations

PROFESSIONAL EXPERIENCE

Colors In Optics, Garden City Park, New York April 2013 to present Importer & Licensee of Designer Sunglasses and Optical Frames Customer Service / Office Manager

Responsible for the front office and customer service operations of warehouse facility. Conduct workflow analysis, develop process improvement strategies.

Implemented better order routing procedures to reduce “chargebacks” from shipping violations

Improved customer service response to client inquiries through department reorganization Norampac New York City, Maspeth, New York September 2011 to November 2012 Manufacturer of Corrugated Products

Quality Control/Process Improvement Manager

Re-designed and implemented Quality Control procedures for all products and systems. Developed quality tracking systems for monitoring production.

Developed stronger quality control procedures and accountability systems by training shift supervisors and their teams on proper product inspection techniques.

Developed a detailed tracking system to monitor customer complaints and track quality issues allowing for targeted corrective action plans to be developed and implemented.

Coordinated with customer service to track and address customer issues. Gordon Industries, New Hyde Park, New York January 2009 to December 2010 Importer / distributor of custom imprinted promotional products. Director of Quality Control

Designed and implemented Quality Control procedures for all products and systems. Developed systems for monitoring and verifying product bought from outside vendors. Established relationships with Third Party testing laboratories to ensure product met or exceeded all CPSC & CPSIA standards/requirements. Created an in- house product inspection and testing system including the purchase of an XRF gun for material testing.

Developed stronger customer service team by training staff in current demands and product safety regulations and prohibited chemicals as per CPSA and California Prop-65.

Decreased staff turnover by 30% while increasing team proficiency by collaborating with team leaders to insure continued attention to detail.

Resume

STEVEN SOEP Page 2 ******.****@*****.***

OUT OF THE BOX GROUP, Hewlett, New York 2006 to 2008 High-end hotel / casino amenity products company.

Director of Operations

Managed plant / office operations in New York and Las Vegas. Developed and implemented strategies to enhance operations, service, and quality. Ensured the timely transport / receipt of products for clients and the manufacturing function by coordinating with customs brokers and shipping firms. Cultivated strong client relationships, including requirements analysis, custom product development, and progress reports.

Drove 20% growth for the food packaging category and enhanced productivity by identifying, analyzing, and recommending the acquisition and deployment of new manufacturing equipment. GORDON INDUSTRIES, New Hyde Park, New York 2005 to 2006 Importer / distributor of custom imprint promotional products. Operations and Customer Service Manager / Account Executive Managed plant operations, customer service, and account development / management. Devised and implemented strategies to enhance process functions in customer service, distribution, and production. Reviewed incoming orders and ensured integration into production schedule to meet client’s delivery requirements.

Enhanced production efficiency by developing and leading daily meetings to discuss operations, ensure optimal allocation of resources, and resolve any open issues. ATLANTIC VIDEO AT THE MANHATTAN CENTER, New York, New York 2003 to 2005 Television production company with 2 studios,

Director of Production Services

Directed all production operations. Monitored program reports and schedules. Assessed broadcasts and schedules in coordination with clients. Collaborated with sales, production, and engineering departments to support all programs by ensuring resource sufficiency and by providing superior service. Coordinated resources

/ workflow between New York and Washington offices in cooperation with management.

Spearheaded the successful development and launch of a digital TV production studio in less than 3 months, including construction of the facilities and the recruitment and training of 40 team members.

Cultivated strong operational relationship with ESPN’s management and played key role in the daily production for 2 of the network’s programs.

KPNX-TV / NBC AFFILIATE, Phoenix, Arizona 2000 to 2002 Network television affiliate.

News Operations Manager

Directed newsgathering operations, including personnel and equipment. Developed strategies to improve quality of content and overall production.

Enhanced story coverage capabilities and cross-departmental cooperation by devising and instituting a cross-training initiative for the editing and photojournalism functions.

Increased news helicopter’s availability to cover stories during important ratings periods by creating a scheduling system to minimize the impact of mandated FAA maintenance during these ratings periods. Resume

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POTOMAC TELEVISION SERVICES CORP., New York, New York 1990 to 2000 Technical operations support firm servicing CNN’s New York bureau. Director of Operations

Directed all operations and a team of 4 operations managers, including personnel assignments, scheduling, editing, and equipment maintenance. Built strong relationships with CNN and with the technical staff’s union.

Prevented loss of the CNN account and obtained 3 subsequent 3-year agreements by improving management operations and building a strong customer relationship with CNN.

Strengthened labor relations by winning all 3 arbitration hearings that went to “trial” and through a 60% decrease in staff grievances by improving relationships with union officials. EDUCATION

Bachelor of Science in Broadcast Journalism

Emerson College, Boston, Massachusetts

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