Support Manager Customer
Resume:
Stephanie Rickert
Newburg, MD *****
*****************@*****.***
Driven professional with a master’s degree in law enforcement intelligence analysis and a bachelor’s degree in sociology. Highly motivated to support organizational goals and objectives as a business support manager and customer success manager.
Customer Data:
· Capable of gathering, analyzing, and interpreting data to improve the customer experience.
· Sustaining business growth and profitability by maximizing value. Customer Support:
· Skilled in developing strong relationships with customers, connecting with key business executives and stakeholders along with preparing sales reports.
Project Management
· Able to effectively plan, execute, and close projects. Proficient in developing effective analysis strategies, building client relations, and managing complex projects.
· Experience in managing a diverse group and training each according to company standards. Work Experience
Business Support Manager
Kerecis LLC - Arlington, VA
January 2022 to Present
Guide all business operations, manage budgets, guide teams, and monitor staff’s performance for alignment with departmental goals and objectives. Track the performance of staff, identify shortcomings, and form recommendations to drive improvements. Oversee interaction between clients as well as the company and introduce measures to deliver memorable service experiences. Coordinate benefit investigations, customer order processing, order confirmations, inventory management, product shipments, and invoicing. Engage with the sales team to dispatch samples and brochures to increase sales. Drive efficiencies and seamless continuation of sales operations by optimizing/updating SOPs and KPIs.
· Sustained optimum staffing levels by actively supporting recruitment and selection drives.
· Contributed to the professional development of recruits through training, mentoring, and guidance.
· Negotiate contracts and agreements effectively, while maintaining the client's needs.
· Prepare reports on sales metrics, such as quarterly results, annual forecasts, and account status.
· Oversees the practical execution of digital projects and initiatives within an organization.
· Bridge the gap between strategic planning and actual implementation, ensuring that projects are completed on time, within budget, and meet predefined objectives.
Law Enforcement Intelligence Analysis Student
Michigan State University - East Lansing, MI
January 2022 to December 2023
Attended classes, seminars, and workshops to develop a deep understanding of intelligence analysis methodologies, techniques, and principles. Participated actively in discussions, contributed to group projects, and collaborated with faculty members as well as peers to enhance knowledge and skills. Engaged in advanced studies, research, and practical applications related to law enforcement intelligence analysis. Conducted independent and collaborative research on topics related to law enforcement intelligence, criminal behavior analysis, data interpretation, and threat assessment.
• Created multiple threat assessments while maintaining a grade point average of 3.6 GPS. Customer Service Representative
Tyndale USA - Pipersville, PA
January 2019 to December 2020
Opened and maintained customer accounts and supported as a primary point of contact for resolving customer queries, complaints, and concerns through delivery of customized solutions. Kept close follow up to ensure utmost customer satisfaction and resolution of impeding client issues. Enabled and empowered senior management to form effective business decisions by keeping up-to-date financial records. Processed customer adjustments in financial accounts for accuracy in transaction recording and maintenance of updated ledger. Built positive rapport with clients by expediting forms and applications processing and timely fulfilling customer orders/requests. Informed management on operational progress through regular reporting.
· Resolved a high volume of customer complaints and increased customer retention/satisfaction rate.
· Supported the development and rollout of a comprehensive customer service knowledge base to improve response time and consistency across the team.
· Maintain constant contact with project managers, overseeing the creation of the resources
· Coordinate with teams: Work with cross-functional teams, including sales, product development, and customer support, to ensure a cohesive implementation process. Student Assistant
New Jersey City University - Jersey City, NJ
January 2017 to December 2019
Delivered technical expertise to solve various student issues and contribute to academic success. Counseled students on various institutional procedures and processes. Enabled all new student employees to excel in assigned positions through training and guidance. Managed student admission forms and systematically managed all student files and records for future reference. Updated students and parents on the academic progress of students through periodic reporting.
· Received recognition for mentoring more than 150 students per semester.
· Maximized productivity and performance of teaching faculty through the delivery of administrative support. Service Writer
Hermann Services, Inc. - Township of South Brunswick, NJ January 2014 to December 2016
Facilitated effective communication between customers and the service department. Opened work orders and methodically processed and closed invoices while meeting client requirements. Generated purchase/repair orders for customers/shops. Consulted with drivers to determine the extent of breakdown and location as well as dispatched nearest vendors for service.
·Tracked performance of staff and provided feedback for the timely completion of work.
· Resolved issues, delivered exceptional customer service, and retained accounts irate with services and upper management.
· Streamline processes, create implementation plans, and analyze customer needs to develop solutions. Safety Officer
Franklin Township Board of Education - Franklin, NJ January 2013 to December 2014
Promoted a safe and healthy environment for students, teachers, and administrative staff. Monitored all work activities and timely identified and halted all unsafe actions to ensure safety in schools and school zones. Kept abreast with active/developing safety situations and adopted a proactive approach to incident prevention. Documented safe/unsafe acts to maintain up-to-date databases and implement suitable measures to address safety incidents/accidents and prevent future recurrence.
· Reviewed and interpreted safety regulations and helped with developing new/revised safety standards. · Identified and timely secured firearms in the auditorium, preventing any catastrophic safety incident. · Adopted a proactive approach to prevent fights between students by adopting effective de-escalation techniques. Customer Service Coordinator
Williams-Sonoma Inc - Cranbury, NJ
Cashier/ Customer Service Representative
Walmart - North Brunswick, NJ
Dietary Aid/Waitress
Stonebridge Montgomery Pedestrian Homes - Montgomery, NJ Education
Master of Science in Law Enforcement Intelligence Analysis Michigan State University
2023
Bachelor of Arts in Sociology
New Jersey City University
2021
Skills
• Expert in crafting personal growth opportunities. Achieve staff results by communicating job expectations; planning, tracking, and appraising job results.
• Experience working with brand image and promoting value through customer experience.
• Expert in fostering rapport with the departments leads and prospective clients.
• Expert in defining a problem, determining the cause of the problem; identifying, priortizing, and selecting alternatives for a solution.
• Ability to be empathetic to clients, their needs, understanding their point of view, and coming to a solution.
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