Customer Service Manager

PROFILE

Extremely dependable customer service professional

Able to work in a fast-paced environment with minimum supervision

High degree of personal integrity with excellent listening, oral and written communication skills

Strong development of business relationships with customers and suppliers

Excellent problem solving and negotiation skills

Proficient in prioritizing tasks in a timely manner, with the ability to multitask

Strong ability to learn new tasks quickly and efficiently

Specialize training and work experience in management in customer service

EDUCATION

Humber College – Advertising and Graphic Design 1977

Ryerson Polytechnical Institute – Architectural Technology 1976

PROFESSIONAL EXPERIENCE

Showroom Supervisor 2007-2012

DirectBuy Toronto Northwest, Brampton, ON

Created successful programs and led a team in memberships sales campaigns that utilized previously underused resources at no additional cost to the company

Trained, supervised and mentored the Customer Service Specialists staff of six

Assisted the Member Sales department with presentations

Prepared the store for opening and closing, including end-of-day cash receipts and terminals

Updated product catalogues with current information

Customer Service Manager 2006-2007

Arrow Furniture, Toronto, ON

Coordinated the service procedures from inception to completion, acting as a liaison between customer and manufacturer

Assessed problems and assigned service technicians based on customers’ needs

Scheduled delivery and pick-up appointments with customers, as well as coordinated daily appointments for service technicians

Negotiated with manufacturers on discounts, settlements and chargebacks

Assistant Warehouse and Distribution Manager 1999-2006

Interhome Furniture/La-Z-Boy Galleries

Promoted from Customer Service Manager to final position as Assistant Warehouse and Distribution Manager

Consolidated the service departments of seven into one streamlined central service centre

discovered and altered stores usage of outdated pricing books to save the company thousands of dollars and increased profits

Reviewed the weekly invoices of the delivery staff against the billable deliveries

Negotiated with manufacturers on discounts, settlements and chargebacks, as well as ordered replacement parts or complete units as required

Customer Service Manager 1992-1999

Bad Boy Furniture, Toronto, ON

Promoted from Sales Representative to Assistant Customer Service Manager to Customer Service Manager

Discovered error in service procedures regarding billing of service technicians and transporting costs of merchandise and effectively found solutions that saved the company thousands of dollars per year

Streamlined the customer service process, which increased service efficiency and decreased company costs

Coordinated service visits required by customers based on the reported service issues

Reviewed service billings to evaluate costs and determine manufacturer chargebacks

WORKSHOPS

Customer Service and Retail Program 2017

March of Dimes Canada, Vaughan, ON

Safe Food Handler’s Certification 2017

York Region, Vaughan, ON

Workplace First Aid/CPR 2017

Aceis Group, Vaughan, ON

WHMIS 2017

Aceis Group, Vaughan, ON

Four Step Health and Safety 2017

March of Dimes Canada, Vaughan, ON

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