Customer Service Operations Manager
Resume:
Tina Dominski
Sales Operations Manager/Customer Service Manager
Virginia Beach, VA 23451
***********@*****.***
Seeking a position where my 28 years of Management skills will be utilized and where I will be able to assist in the daily functioning of a companies overall success. Authorized to work in the US for any employer
Work Experience
Sales Operations Manager
BLACKHAWK
August 2004 to October 2019
Managed 32 customer service representatives and 5 supervisors. Closely worked with Human Resources on Talent management and evaluate employee performances to ensure the employees could advance within the company. Oversee the daily operations and sales of a large Manufacturing/Customer Service facility. Distribute daily work load to include: catalog requests, web orders, emails and returns. Fully responsible for implementing specials to increase sales through Dealers/Distributors, Retail Customers,Internet Customers.
Interview, Hire, train and evaluate a cross functional team of employees. Met all customer call guidelines including service levels, handle time and productivity. Developed, implemented and monitored programs to maximize customer satisfaction. Facilitated inter-departmental communication to effectively provide customer support. Improved service quality and increased sales by developing a strong knowledge of company's products and services.
Provided detailed monthly departmental reports and updates to senior management. Effectively managed departmental expenses to stay within allocated budget. Collected, monitored and evaluated customer requirements to achieve desired delivery time and order fill rates.
Developed and implemented policies, procedures and process improvement initiatives to improve retention rates and increase customer satisfaction. Recommended changes to existing methods to increase the accuracy, efficiency and responsiveness of the customer service department.
Business process owner on two new systems upgrades company wide. Call Center Supervisor/Program Manager
Abacus Communications, LLC - Virginia Beach, VA
September 1993 to August 2004
Participated in startup on all new accounts Oversee the daily operation of the call center. Managed over 200 employees depending on what project they were assigned to. Managed 4 different clients including Sprint PCS, Franklin Mint, Mobile media Paging & Oxy clean. Managed the hiring and training of all customer service reps. Responsible for employee performance evaluations and increase potentials. Measured employee call statistics and coached when needed. Trained employees on upselling.
Ensured World Class Customer Service.
Participated with CEO on client weekly metric calls. Log all shift activities and resolve problems to prevent escalation. Pharmacy Courier/Communications Dept
Niagara Falls Memorial Medical Ctr - Falls, PA
August 1985 to November 1991
Responsibilities
Communications Dept & Pharmacy
•Worked switchboard of 7 floor hospital
•Distributed pagers to on-call staff for code blue calls
•Checked physicians in and out for day
•Overhead paging throughout hospital
•Picked up prescriptions from every floor/specialty units from Nursing stations and brought to Pharmacy throughout 8 hr shift.
•Distributed medication to assigned floors to nursing stations and confirmed what was ordered was received.
Education
High School Diploma in Business
Niagara Falls High School - Niagara Falls, NY
1984
Bachelor's degree
Skills
• Office ManagementOperations, Sales, Customer service, Inventory, Accounting, Reportings, Call Matrix (10+ years)
• Microsoft Applications, CRM, Sharepoint (10+ years)
• Employee Evaluation
• Process Improvement
• Statistics
• Program Management
• Talent Management
• Warehouse experience
• Management
• Logistics
• Microsoft Office
• Technical support
• Conflict management
• Employee Orientation
• Recruiting
• Performance Management
• Interviewing
• Research
• Upselling
• Quality Assurance
• Financial Report Writing
• Negotiation
• Talent Acquisition
• Operations Management
Additional Information
Volunteer at Alzheimer's Nursing home
Proficient in all Microsoft applications
ACD call monitorting/reporting
Sharepoint
Project Management
Startup
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