Customer Service Account Manager
Resume:
DEBORAH FAIN
Simi Valley, CA 93065
Cell 805-***-****
OBJECTIVE
To secure a challenging position within a growing organization where my expertise can be utilized to achieve company objectives.
SUMMARY
Over 20 years of increasing responsibility supporting customer service, sales and operations, with respect for my co-workers and dedication to the customers. Special skills include:
Ability to communicate effectively
Detail and closure oriented
High competence in customer service and organizational skills
Ability to problem solve efficiently
EMPLOYMENT HISTORY
11/7/2022 – 05/2023 Account Manager, Deluxe Entertainment, Burbank CA
Grow client relationships and become their main point of contact. Provide day-to-day support to customers on delivering excellent service and satisfaction. Liaise between the customer and internal teams to ensure project requirements are executed effectively and efficiently. Coordinate the acquisition of source materials from relevant internal/external parties. Manage orders via Deluxe’s proprietary systems through the production pipeline. Collaborate with internal operational stakeholders and ensure internal team alignment on the needs of the customer. Exercise impeccable judgment and ownership by knowing when to escalate customer requirements or project blockers to the project team, Supervisors and Senior Management. Understand rate cards and services to ensure proper application of rates to orders. Prepare Executive summaries and presentations on an ad hoc basis. Help establish workflows, document standard operating procedures and develop training for peers/reports.
01/2013 – 09/2018 Microsoft Customer Service Manager, Technicolor Home Entertainment Services, Camarillo CA
Liaise externally to Microsoft Manufacturing Team and internally to all teams for Microsoft production planning and management activities. Distribute internally Executive Dashboard reporting. Distribute externally Unit/Line Fill Rate reporting. Analyze and report monthly and weekly data. Distribute internal and external reporting including but not limited to Executive Dashboard and Unit/Fill Rate Metrics. Manage projects assigned by upper management. Address client inquiries and work with internal groups to provide a timely response and facilitate client requests. Inquiries range from purchase order management, production, shipping, distribution, pricing and invoicing. Provide input/direction to Account Services team that supports the Microsoft account. Provide input to STEP program management. Review and address internal inquiries to ensure orders are processed accurately and correctly. Investigate and manage credit/rebills and provide appropriate direction to resolve open issues. Participate and/or lead daily, weekly, monthly, quarterly conference calls.
09/04/12 – 01/01/13 Customer Service Manager, Cooper RSA Lighting, Van Nuys CA.
Manage all day-to-day responsibilities of the Customer Service Team. Directly manage all warranty requests with agents and end users. Work with engineering and/or quality engineer to resolve issues. Manage the order entry and post-order entry process. Ensure productivity goals for the team are communicated and achieved. Responsible for hiring, development, and implementation of training programs for all Customer Satisfaction Representatives. Work closely with SAP team to ensure all customer satisfaction related transactions are identified and team is kept informed of procedure changes. Responses to all customer inquiries with regard to product availability, pricing, order status, product information, RMA’s, expedites etc. Create as needed, execute and manage training for agents regarding products, process and procedures. Provide disciplinary action including counseling, preparing and communicating team member warning letters as necessary. Prepare and communicate performance appraisals and salary increases for direct reports.
11/26/01 – 08/24/12 Senior Account Specialist, Technicolor Home Entertainment Services, Camarillo CA.
Specializing in various Microsoft books of business. Emphasis on creating and maintaining processes. New hire technical orientation and training. Support ongoing customer contact and status updates to ensure accuracy, efficiency, and repeat business. Considerable knowledge of SAP and AS/400 manufacturing software used for Bill of Material creation, order entry, order maintenance, shipping documents, order history and various accounts receivable functions. Provide account specific requirements to IT developers for ongoing SAP integration. Taken lead position for account UAT to ensure system compliance.
1/01-11/01 Customer Service Supervisor, Schwarzkopf & Dep Inc., Rancho Dominguez, CA.
Responsible for the direction of four customer service representatives. Supervision of the efficient and timely handling of all domestic/international orders from receipt to shipment. Provide a “clear area” through which all customer, rep/broker, or sales concerns regarding on-time performance, shortages or backorders can be investigated and resolved. Develop systems to provide visibility of status of order from order receipt through customer delivery. Hire, develop, train and motivate Customer Service personnel. Maintain system for accurate pricing and invoicing of customer orders. Responsible for all month-end activity relating to the efficient and timely movement of all orders for shipment and invoicing. Develop, write and implement appropriate and necessary policies and procedures to sustain a successful customer service team.
8/97 – 12/00 Senior Customer Service Representative, Schwarzkopf & Dep Inc., Rancho Dominguez, CA.
Responsible for accurate and efficient processing of high volume, International, Contract Manufacturing and Private Label customers. Established and maintained excellent customer relations. Maintained proactive customer service with all accounts. Analyzed inventory status on various outside warehouses and maintained them. Assisted in decision making and policy implementation for Customer Service Department, International Customer Service and Contract Manufacturing Customer Service. Prepared and coordinated schedules for all Customer Service Representatives for order verifications and shipment item summaries. Performed as backup for all Customer Service Representatives. Performed as backup for Department Manager.
5/97 – 8/97 Customer Service Representative, Schwarzkopf & Dep Inc., Rancho Dominguez, CA.
Responsible for the accurate and efficient processing of all types of orders. This process begins with receipt of orders, inventory verification, submission for Bills of Lading and Invoicing. Interacted with International Representatives for the process of orders and shipping details.
References available upon request.
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