Customer Service Management

Daphne R. Scott

***** **** ****** *********, **** 44128 412-***-****

acz9xo@r.postjobfree.com

Objective:

A seasoned professional seeking a position with a growing organization which will afford the opportunity to utilize my past experience in fostering customer relations, customer service and operations management.

Profile:

A motivated and progressive professional with over (17 1/2) years

of combined experience in account management, customer service and front end operations. Seasoned expert at creating customer relationships, working as a liaison and establishing business connections. Accustomed to handling sensitive, highly confidential records. Demonstrated history of producing accurate, timely projects and meeting all compliance requirements. Thrive in deadline-driven environments. Excellent in team building.

Skills Summary:

Customer Service Management

Order Fulfillment

Team Building & Training

Complaint Handling & Resolutions

Scheduling & Dispatch

Customer Service Enhancement

Front Office Operations

Professional Presentations

All General Office Skills

Professional Experience:

Account Manager, Business Records Management LLC, A Division of Recall (2008-Present)

Liaison between customers and operation management

Handled client relationship management functions, which included promoting enduring relationships with a diverse clientele.

Played a key role in increasing customer retention as well as satisfaction rates.

Conduct small and large group trainings relating to records management and retention.

Manage projects from small carton pick-ups to large file room purges/relocations.

Conduct regularly scheduled business meetings and conference calls with large customer base.

Development of agenda items, communication to appropriate operation staff to ensure that all project objectives are met in a timely manner.

Cross-selling to existing and new customer base in order to maximize customer growth.

Develop customized processes for top tier revenue generating customers.

Recognized as a customer relations leader through “Employee of The Quarter” and “Superior Service” awards.

Customer Service Manager, Business Records Management LLC, A Goldman Sachs Company (2000-2008)

Oversee front office operations and provide impeccable customer service.

Develop and implement customer service procedures and processes.

Responsible for screening, hiring, termination and ongoing training.

Worked closely with the Director of Customer Relations and the Director of Human Resources to ensure compliance with institutional and organizational standards, practices, policies and procedures.

Responsible for all customer service related functions.

Front Desk Secretary/Switchboard Operator, Business Records Management LLC, A Goldman Sachs Company (1998-2000)

Responsible for scheduling and heavy telephone screening for busy office.

Responsible for office inventory management and price negotiations.

Assist accounting\finance in daily deposit reconciliation and validation

Scott & Scott Ind. LLC – Jan-Pro – 2013 to Present – Co-Owner

Commercial Cleaning Business

Affiliations:

ARMA – Association of Records Managers and Administrators (2002-Present)

Director on Board

Co-Chair for 2010 Regional Conference

Education:

Community College Of Beaver County – Criminal Justice – Associates Degree (1991 Graduate)

Personal/Work References:

Danielle A. Pipkins – 412-***-****

Manager of Online Chat Sales PNC Bank – 19yrs.

Joseph G. Gross – 412-***-****

Fire Chief Seville Township – 20yrs.

VP of Account Management & Sales - Business Records Management, LLC – 25yrs.

Kevin Sullivan – 330-***-****

Director of Records - Home Savings & Loan – 21yrs.

Rick Schofield – 412-***-****

Director of I.T. – Business Records Management, LLC – 10yrs.

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