Customer Service Program Manager
Resume:
Sheri L Koester
**** * **** **, ****, AZ *****
*****.*********@*****.***
Program Manager
Mission Statement
Strive to exceed customer/employer expectations by delivering second-to-none service. Maintain customer centricity in all initiatives and interactions, always putting the customer first.
Profile
More than 20 years of commended performance in key customer service and support roles.
Expert in customer care/communications, problem solving, relationship building and user training and support.
Excellent working knowledge using MS Office, Access, Outlook, and Oracle.
Team oriented, acknowledged as “Total Quality Customer Service Professional”
Employment
UPS- Supply Chain Solutions, Tempe, AZ
1999 - Present
Global Program Manager
Presenting QBR data to customers quarterly
Providing resolutions to customer issues in a timely manner
Resolve product or service problems by clarifying customer’s complaint, determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; follow up to ensure resolution.
Servicing as a liaison between Customers and carriers ensure parts arrived at jobsite within timely manner.
Communicating with Warehouse/Business Operations Center/Sales/Marketing to track and expedite orders as required.
Insured a working relationship between UPS and their customers through supply chain solutions.
Maintain quality control/satisfaction records, constantly seeking new ways to improve customer service.
Campus MCI, 333 E Osborn Rd, Phoenix, AZ 85012
1996 - 1999
Application Support
Interact with College and University customers on behalf of organization regarding their Long Distance and Internet services.
Maintain customer accounts by recording account information
Prepared product or service reports by collecting and analyzing customer information.
Establishment and maintenance of customer database.
Customer Support
Handled high volume calls regarding Long Distance and Internet service
Responsible for resolving billing inquiries, fraudulent long distance calls, and connectivity failures
Education
Rock Island High School, Rock Island, IL
1982
Glendale Community College, Glendale, AZ
1999
References Furnished Upon Request
Contact this candidate