Customer Service Management

Results-oriented Six Sigma Green Belt certified customer success leader and sales professional with a proven history of success effectively driving all aspects of multi-million-dollar B2B and B2C world-class customer service operations, streamlining operational processes, and boosting company revenue through sales and customer retention initiatives. Expertise in strategic planning, sales, account management, conflict resolution, cross-functional collaboration, employee training and development, and change management. Adept at integrating technologies to enhance user experiences, increase efficiency, and foster proactive communication. Inspirational leader who fosters a culture of employee engagement, collaboration, personal accountability, and a collective sense of shared purpose. Effective communicator with strong interpersonal skills and the ability to establish trust among and key stakeholders at all levels within an organization.

Additional Competencies

Strategic Thinking Problem Solving Critical Thinking Project Management Supply Chain Performance Employee Relations Team Leadership Stakeholder Communication Feedback Management Public Speaking Presentation Development Active Listening Cultural Awareness Empathy Adaptability Professional Integrity

Technical Proficiencies

Microsoft Office Suite: Word, Excel, PowerPoint, & Outlook Sales Force SAP JDA

Cultivated strong client relationships generating annual sales revenue exceeding $2.1M through up-selling and cross-selling. (2022)

Achieved a sales increase of more than $1 million, earning the stores top spot for year-over-year growth. (2021)

Decreased aging unresolved customer issues from 30 days to under 18 days, marking a 40% reduction. (2020-2021)

Provided leadership and guidance that led to a decrease in tech invoice aging by 46%. (2021)

Realized business development opportunities by establishing a uniform customer service dispatch process, ensuring a 97% first visit SLA success rate, and boosting productivity by 20%. (2019)

Increased Dispatch and Technical Support productivity by 22%. (2019)

Achieved a 42% reduction in customer errors by introducing a second-order verification process. (2017-2018)

Enhanced customer relationships by creating and implementing customer service training tools, resulting in a 13% reduction in headcount and a 50% decrease in employee turnover. (2016 - 2018)

Improved scheduling accuracy, leading to an increase in member satisfaction rating from 68% to 82%. (2014 - 2016)

Identified training requirements and executed 50 improvements on the PeopleSoft platform, streamlining training duration and order entry complexities, leading to a 15% reduction in staffing needs. (2007 - 2013)

OFER MIZRAHI DIAMONDS - Chicago, Illinois January 2022 - Present

Account Manager Luxury Goods

Reports to the CEO and COO and is responsible for cultivating meaningful and productive client relationships identifying opportunities to sell luxury goods to existing clients, acquiring new clients, and exceeding sales targets.

Acts as a luxury goods consultant, advising clients on product selections, helping them make informed purchasing decisions, and providing a personalized buyer experience.

Ensures high levels of client satisfaction and addressing client concerns promptly and professionally.

ROGERS & HOLLAND - North Riverside, Illinois June 2020 - January 2022

Store Manager

Reported to the Regional Vice President of Operations and was responsible for managing daily store operations, inventory, and visual merchandising while achieving sales targets and maximizing revenue through up-selling and cross-selling.

Prepared, organized, and conducted training on product knowledge and store policies to ensure staff compliance and excellent customer service.

Ensured that the staff delivered exceptional customer experiences by providing personalized assistance, handling customer inquiries, and resolving issues customer promptly and professionally.

OCTAVE GROUP (PlayNetwork & TouchTunes) - Schaumburg, Illinois November 2019 - April 2020

Vice President, Customer Experience

Reported to the Senior Vice President Supply Chain and was responsible for developing and executing customer experience strategies establishing clear customer experience objectives, and defining key performance indicators (KPIs).

Managed the daily performance of 65 in-source and 30 out-service employees to ensure efficient operations and exceptional service delivery to notable retail and entertainment partners while exceeding sales and service targets.

Promoted a customer centric mindset across the organization, ensuring that employees understood and prioritized customer needs and expectations.

Provided insights and direction paving the way for the implementation of customer experience technologies and tools.

CPT NETWORKS SOLUTIONS - Bensenville, Illinois December 2018 - August 2019

Director, Contact Center

Executed strategies to condense unnecessary trips for vendor visits from 14% to 1%.

Fueled business development opportunities by developing a consistent customer service dispatch process to maintain first visit SLA results at 97% and increased productivity by 20%.

Increase in productivity for Dispatch and Technical Support by 22%.

TRANSCENDIA - Franklin Park, Illinois January 2016 - August 2018

Director Customer Service, Global

Improve customer relationships, developing and implementing customer service training tools that reduced headcount by 13%, and employee turnover by 50%.

Transferred 25% of the Customer Service staff that was located in other plant facilities to the Chicago Call Center.

Tasked with overseeing the facilitation of organic growth, integrating four companies through the utilization of the ERP system, sharing policies and procedures that improved profit and doubled the size of the company.

Reduced customer errors from 2017 to 2018 by 42% by implementing a second verification of all orders.

LIFE TIME FITNESS – Schaumburg, Illinois November 2014 - January 2016 Member Services Department Head

Played an instrumental role in the profitability of the club by exceeding member retention goals and offering members additional services that increased the club's revenue

Exceeded member retention goals 10 of the 14 months employed.

ENESCO, LLC - Itasca, Illinois May 2007 - May 2013

Senior Director of Customer Service, Inside Sales

Integrating ten new business acquisitions and 15 new licensing partners. Conducted regular investor reviews, cultivating excellent relationships with cross-functional business partners.

Identified training needs and implemented 50 enhancements to the PeopleSoft platform, reducing training time and order entry complexity that resulted in a 15% staffing reduction.

Led technological improvements to JDA, ERP systems, included website to expedite retail access to critical business activities, including invoice payment, order placement and order tracking.

PURDUE UNIVERSITY, Lafayette, Indiana

Bachelor of Science, Management

Green Belt, Six Sigma Master

Professional references available upon request

Bartlett, IL 60103 847-***-**** ad3mum@r.postjobfree.com www.linkedin.com/in/jlaugh/

Judy Gersch

Notable Achievements

Professional Experience

Education & Certifications

Contact this candidate