Quality Assurance Customer Service
Resume:
Kimberly Conner
Email: ****************@*****.***
Location: Port Saint Lucie, Florida
Quality Assurance Manager, Customer Service Manager, Service and Sales Manager
SUMMARY
Dedicated professional with demonstrated strengths in sales,management, customer service, conflict resolution, and trend tracking. Skilled in troubleshooting problems and building successful solutions. Excellent verbal and written communicator with a strong background in cultivating positive relationships and exceeding goals.
SKILLS
●Business Development
●Sales Manager
●Outside Sales
●Medical Sales
●Conflict Resolution
●Property and Casualty Insurance License
●Sales Development
●Coaching and Mentoring
●Shift Scheduling
●Branch Operations Management
●Interviewing and Hiring
●Decision-Making
●Strategic Planning
●Employee Monitoring
●Team Leadership
●Regulatory Compliance
●Customer Relationships
●Budgeting and Forecasting
●Project Management
●Collections
●Product Training
●Marketing Strategy
HVAC Certified
BRANCH MANAGER- Port Saint Lucie,FL
AMD Supply
July 2023 - Present
●Managed inside sales operations, overseeing a team of 10 and handling warehouse and delivery functions. Personally hired and trained all staff to reflect corporate goals and advancement.
●Coached and built a team by evaluating and offering constructive feedback to personnel.
●Identified opportunities for growth through market research and analysis. Adding 10 new major accounts, improving the branches bottom line by 20%.
●Maintained and developed relationships with business customers.
●Oversaw budgeting, expense control, and account management to support financial functions.
●Showed accountability by taking ownership of the business and willingness to make customer-focused decisions.
●Developed and implemented business strategies to improve branch efficiency by reconfiguring warehouses to eliminate extra movement.
●Boosted and maintained staff morale, conducting daily huddles to communicate goals, strategies, and new initiatives.
●Set up tracking and accountability systems for employees to reduce errors.
●Created marketing campaigns to promote branch services in the local community.
QUALITY ASSURANCE MANAGER Vero Beach, FL
ARS Rescue Rooter
August 2020 - July 2023
●Evaluated performance by monitoring and reporting on quality assurance metrics.
●Ensured proper documentation was maintained throughout the organization related to quality assurance processes.
●Trained staff on quality control processes and best practices.
●Supported continuous improvement initiatives aimed at enhancing efficiency while maintaining high-quality standards.
●Maintained up-to-date knowledge of relevant HVAC industry regulations, standards, and technologies.
●Identified areas for improvement through analysis of data, testing results, and customer feedback.
●Developed and implemented quality-related training programs for personnel.
●Prepared reports on quality assurance activities and findings for management review.
●Collaborated with cross-functional teams to develop strategies for improving product quality.
●Implemented corrective actions in response to identified issues or non-conformances.
●Developed and implemented quality assurance policies and procedures.
●Investigated customer complaints related to product performance or reliability, taking appropriate action.
●Reduced quality issues substantially with quality improvements at all levels.
CUSTOMER RELATIONSHIP MANAGER Port Saint Lucie, FL
MOM365
January 2012 - April 2020
●Led hiring and training initiatives, overseeing customer service and sales activities.
●Created detailed reports on customer interactions for upper management review.
●Developed and implemented strategies for improving customer retention rates.
●Oversaw the implementation of new CRM software systems and processes.
●Analyzed customer data to identify trends and make recommendations for improvement.
●Collaborated with sales teams to identify cross-selling opportunities and increase revenue.
●Worked closely with product development teams to incorporate customer feedback into future offerings.
●Managed customer accounts to ensure a positive experience and long-term satisfaction.
●Trained and coached team members on effective communication techniques with clients.
●Coordinated events and promotions targeted at existing customers to foster loyalty.
●Resolved customer complaints and issues in a timely, professional manner.
●Oversaw employee recruitment, training, and onboarding processes.
●Simplified project management processes using task management tools.
●Observed industry patterns and trends to inform hiring and training decisions.
●Investigated customer complaints, identifying and changing processes to remove faults.
●Controlled labor costs by using demand-based workflows.
●Met customer demands by tracking market changes and revising strategies accordingly.
●Prepared executive reports using operational, output, and revenue data.
EDUCATION
Bachelor of Arts
University of Wisconsin Milwaukee
Property and Casualty licensed
Carlson Travel
Travel licensed
Medical sales licensed
HVAC Certified
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