Customer Service Manager

DESCRIPTION: Accomplished professional with history in customer care, software, and solutions sales. Proven track record of successful cross-functional collaboration for sales, marketing, and data/reporting strategy development.

ASPIRATIONS: Passionately interested in Leadership, Analytics & Reporting, and both internal and external Customer Service.

Relevant Experience:

On-Site Fuel Service 6/2015 to 4/2017

1089 Old Fannin Rd., Brandon, MS 39047 www.onsitefuelservice.com

A fuel delivery company servicing fleets of vehicles and tanks, and Diesel Exhaust Fluid. Focused on great delivery service and developing analytics sales business with fuel and mileage data.

Customer Service Manager/Dispatch/On-boarding

-Handling customer complaints, billing and data questions.

-Created & developed Dispatch department, extensive knowledge of dispatching software (SmartLogix/Skybitz).

-Responsible for all new accounts being set up, pricing and account changes.

-Oversaw tank rental and tank monitor business, lead & managed several data upgrade projects.

Lodestar Solutions 7/2013 to 3/2014

3212 W. Harbor View Ave, Tampa, FL www.lodestarsolutions.com

An IBM Business Partner focused on being the leading educators in Business Analytics, Lodestar Solutions re-sells IBM Analytics software and services; and provides mentoring workshops as well as executive strategy coaching.

Analytics Advisor, Head of Social Media & Predictive Analytics Expert

-Provided guidance in analytics, as well as mentoring for clients looking into Predictive Analytics.

-Assisted in developing marketing plans, and social media campaigns.

-Created press releases, Google Analytics reports, miscellaneous marketing content, presentations, and videos.

-Regularly published unique and provoking blog content.

-Develop Social Media presence strategy (817% increase in Twitter follows, LinkedIn engagement up 9%).

-Began SPSS Technical Certification for Predictive Analytics

IBM – SPSS 9/2007 to 7/2013

200 W. Madison Chicago, IL 60606 http://www.ibm.com/spss

SPSS Inc., now IBM SPSS, is the industry gold standard and leader in Predictive Analytics. It is one of the longest standing, and most successful software companies to date. SPSS provides snap-fit Analytics and Data Collection solutions in every vertical for software, online services, training and consulting.

Public Sector Seller & Regional Team Lead (1/2012 – 7/2013): (exceeded $2M Quota)

-Managed high transaction volume territory (Texas) for SLED Accounts.

-Created events and drove attendance, closed business from meetings.

-Managed weekly team meeting as well as educating, motivating, and inspiring the team.

-Trained, coached & mentored all new sellers and managers.

-Worked collaboratively with IBM team to close large enterprise multi-brand deals.

-Groomed and vetted for IBM Sales Management.

Education Seller (11/2007 – 12/2011): (Exceeded $500K Quota)

-Managed high transaction volume territory (South East US) of up to six states.

-Sold SPSS software and complex enterprise-deployment solutions to Academic Institutions of all sizes.

-Acted as liaison to Marketing department to assist in understanding issues specific to the Academic market.

-Experience with SalesForce.com, Oracle, Customer Centric Selling Methodology and multiple IBM systems.

T.A.G. - Inbound Telemarketing (9/2007 –11/2007):

-First point of contact for customers requesting information by phone and email.

-Hired into sales less than 5 weeks after start date (company-wide record).

Accomplishments:

-Consistently exceeded T.A.G. metrics.

-Delivered above expected quota as an Account Manager & Team Lead.

-Consistent commissions rate and salary increases, other bonuses.

-Active participant in inner and inter departmental policy creation and strategy.

-Repeatedly recommended as key contributor to cross-functional efforts by management and executives.

-Recognized as subject matter expert for Analytics in Academia (higher ed & K-12).

-Recommended for special projects by clients and IBM management.

RSA Medical (acquired by Xerox) 9/2002 to 9/2007

1255 Bond St. Naperville, IL https://www.news.xerox.com/news/Xerox-Acquires-RSA-Medical

RSA Medical is a leader in medical/insurance risk management nationally. During tenure here, the company expanded from 12 employees to over 300, and developed 4 new divisions – rapidly growing hardly describes it (they’re now at over 3000 employees).

Administration Manager:

-Managed administrative tasks and “growing pains” company wide.

-Created, documented and deployed policies and procedures company-wide.

-Directed IT staff in developing proprietary software programs.

-Promoted efficiency, accuracy, and productivity among all staff thru policy creation and implementation.

-Trouble-shooting responsibilities and maintenance of all office machinery.

-Coordinated all shipping/receiving efforts, and office security measures.

Underwriting Administration Manager:

-Launched a new division – an Outsourced Underwriting Department.

-Single point of contact regarding all administrative matters for this division.

-Created, documented, deployed and implemented administrative policies and procedures.

-Assisted in development of proprietary software promoting efficiency and productivity.

-Trouble-shooting responsibilities and maintenance for all departmental machines.

Medical records management:

-Received medical records from doctor’s office/hospital by fax, mail, courier, etc.

-Scanned record in manually while following all Federal HIPAA regulations.

-Customized and oversaw submission processes tailored to meet the requesting customer’s need.

Call center associate:

-Requested medical records by phone with strong verbal push to receive via fax.

-Submitted proper HIPAA compliant documentation of requested records to medical offices.

-Consistently received cash bonus incentives for highest number of records received off of 1st outreach.

Data Entry:

-General data entry & scanning of patient and doctor information. (220+ wpm)

-Sent electronic requests to call center.

-HIPAA Certified

Accomplishments:

-Continually rewarded throughout tenure with increased responsibilities, numerous promotions, bonuses, awards, and raises.

EDUCATION:

Kaplan University

3/2011 – 12/2011 – Associates in Business Administration.

Northern IL University

9/1998 – 12/2001 - De Kalb, IL – Studied biology/chemistry and pre-med.

Extra activities: NIU Women's Rugby Team, Various volunteer and charity projects.

Naperville Central High School

8/1994 to 5/1998 - Diploma attained.

Extra activities: School choir, school musical, youth groups, church choir, and volunteer work.

PHILANTHROPY & PERSONAL INTERESTS:

Hill Haven Animal Rescue (Joliet, IL) – Board of Directors

Sarah E. Goode STEM Academy (Chicago, IL) – Student Mentor

Muscular Dystrophy Association (Chicago, IL) – Fund Raiser

Chicago Police Memorial Foundation (Chicago, IL) – Fund Raiser

Cooking enthusiast, part time entrepreneur (social media, software, legal conflicts & food distribution).

Contact this candidate