Customer Service Manager
Resume:
Penny Gullusci
Mississauga, ON L5L 2B4
************@*****.***
Cell 647-***-****
An organized, efficient Office Manager with over 20 years' experience in creating process improvements, cost saving and producing standard operating procedures seeking a Customer Service/Administrative position. Proven initiative and problem solving within diverse responsibilities including customer service, call centers, project management, human resources. Consistently demonstrate attention to detail, foresight, and dedication to team collaboration while exercising the following competencies;
• Create & Implement Documents & Forms
• Maintain Files According to Established Systems
• Provide Clear, Concise Communication
• Customer Relations
• Managed a team of staff
• Support Project Objectives According to Timelines
WORK EXPERIENCE
Customer Service
Canadian Tire - Mississauga, ON
January 2016 to Present
• Problem solving, ensuring that expectations have been exceeded for both Internal and External Customers
• Dealing with escalated issues
• Daily Collaboration with all Departments
• Daily Reporting
Team Lead-Customer Service, Call Centre
Newtron Group - Brampton, ON
April 2014 to April 2015
(Contract assignment)
* Daily collaboration between internal customers and external customers
* Solving issues quickly and in a timely manner
* Prepare daily reports on customer service KPI's
Customer Relations Manager
Maxxmar Inc. - Toronto, ON
April 2009 to February 2014
* Customer Service Centre management, including recruiting, scheduling and performance management
* Partner with client installers at a national level
* Managed and analyzed national Spiff Incentives for dealers and decorators
* Responsible for compiling and analyzing metrics for regular monthly quality report for senior leadership team and held regular meetings to review and determine action plans for areas requiring improvement
* Assisted the Production Control department with daily detailed production control reports
* Assisted with reconciling accounts receivable for national accounts
* Responsible for preparing all damaged claims with courier companies
* Responsible for special reports as requested from senior leadership team
* Worked closely with account executives and supported daily requests
* Collaborated with senior leadership team
Special Project Manager
Shade-O-Matic Inc. - Toronto, ON
September 2001 to November 2008
* Managed a Customer Service Centre team, which consisted of 3 supervisors and 25 customer service center representatives.
* Responsible for servicing both national and independent accounts
* Responsible for recruiting and performance management of the team
* Developed and analyzed incentive programs for the customer service center team
* Developed and analyzed quality reports and held regular meetings to review and determine action plans for areas requiring improvement
* Developed various procedures and processes documents for various areas within the company
* Designed and managed the Production Control department which was accountable for the paper flow to and from the production plant
* Worked closely with all national accounts and participated in setting up new programs
* Worked closely with account executives and supported daily requests
National Customer Service Centre Manager
Hunter Douglas - Mississauga, ON
July 1983 to September 2001
* Responsible for recruiting the customer service center team
* Managed a national team of supervisors and 34 customer service center representatives
* Worked collaboratively with other managers, ensuring that corporate and departmental goals, targets and objectives were being met
* Supported the design and implementation of a new order entry system for Canada and the U.S.
* Developed and implemented a training program for all new customer service center representatives and sales employees
EDUCATION
Gallup Leadership Institute – Lincoln Nebraska
George Brown College - Toronto
Westwood Secondary School
SKILLS
Superior customer experience skills
Strong verbal and written communication skills
MS Office applications
Supervision
Quality reporting – ISO 9000
Advanced analytical and critical thinking skills
Results driven
Attentive to detail
Collaboration with internal and external departments
SAP
PIC
AS400
AWARDS
Customer Service Manager for North America 2000, Hunter Douglas
April 1998
Drop In the Bucket Program 1999, Hunter Douglas
April 1999
Leadership Award 1998, Hunter Douglas
February 2000
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