CSR Manager

Erica L. Zavatsky

**** ***** ****, *****, ** ****4 ● *******@*****.*** ● 216-***-****

Key Strengths:

Communicating

Self-Teaching

Research & Analysis

Problem Solving

Microsoft Office

Team Building

Customer Relations

Time Management

Adaptive

Goal Driven

Professional Experience

Customer Service Representative

Stanely Black & Decker, Lakewood, OH July 2021 – Present

Using WMS to allocate product for customers and prioritize production needs

Collaborate with buyers to give them the most accurate lead times on production, pulling and analyzing reports to keep everything on track

Keep accurate detailed files of all company parts and production procedures

Track all parts from start to finish to keep clients well informed

Process EDI weekly, checking each order for errors and making corrections based on weekly production goals that were reached

Supply quotes to sales team and customers. Update quarterly pricing on all items and delete any discontinued products.

Run collaboration meetings with warehouse managers to ensure production is on task and all deadlines are going to be met.

If any changes arise, inform customers and make shipping adjustments to ensure none of their facilities stop production.

Process RMAs using APQP and communicating any change in standards to quality

Create excel spreadsheets to show all production items and where they are at in their development processes.

Enter ASNs, schedule pickups on customer portals, print and create all packing slips and BOLs for shipping.

Maintain good relations with all customers and dealing with all billback and product discrepancies.

Scheduling daily meetings with suppliers/buyers using Microsoft teams and zoom calls. Key Accomplishments

Customer Satisfaction Excellence Award

Completed gauging training to better understand production processes and level of quality for each product.

Member of the safety committee to keep a high standard of safety and to get more exposure to different areas of production and how each of them correlates with each other.

Created training videos on multiple aspects of the job including: order entry, running EDI, and maintaining RMS lines

Have learned and rotated through all accounts

General Manager

Jurisch Management, Garfield Heights, OH April 2003 – July 2021

Managed a staff of 60 more within a restaurant. This included identifying each person’s key skill and moving them to the appropriate area to assure maximum production.

Trained each new employee along with running the orientation phase with the new hires before starting at the store.

Scheduling and Labor balancing

Calculating P&L projections

Balance inventory at the end of every month along with doing biweekly truck orders for restocking.

Balancing payroll to make sure daily labor is running efficiently. Key Accomplishments

Started a new inventory counting process to lower food cost. After starting this program food over base went from 1.5% to a .11%

Started a position rotation in the store. After a few months every crew person knew every position in the store for maximum coverage.

Started weekly inventory audits to ensure accurate store numbers. After a couple of weeks the biweekly truck order could be populated automatically.

Operations Technology Personnel

Jursich Management, Garfield Heights, OH July 2013- 2018

Installing Point of operation systems,

Install and format registers.

Run all cabling for new monitors and printer systems Key Accomplishments

Successfully installing a new operating system across several stores

Led troubleshooting training crosses for managers and lead crew people

Took lead on launching the uber eats, new kiosks system and all mobile ordering systems References Upon Request

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