Customer Service Manager

SARA SIMBALL

847-***-**** ************@*****.***

Customer Service Manager with a proven track record of enhancing team performance on customer service metrics. Capable of motivating teams and developing underperforming individuals into potential leads. Proactive, dynamic, and skilled troubleshooter strongly emphasizes developing and implementing process improvements to support company growth and innovation. Excellent interpersonal and communication skills, a strong work ethic, and the ability to operate under pressure while maintaining high service levels are all required.

Core Competencies

Leadership, Coaching, Team Building, and People Development Customer Service Management Project and Risk Management Budgeting and Forecasting KPIs, scorecards, and metrics B2B, B2C, and Customer Sales experience Microsoft Office Suite (Excel, Access, Word, and PowerPoint) and other: ACD, VPN, Norstar Phone Systems in call centers AS400, BOSS, PRMS, PLEX, CRM & ERP systems- (Service CEO, Epicor, Siebel) Zendesk, Slack, ZOHO, Zoom, Agyle. SAP/Oracle/JDE/SAGE Order Fulfillment Sales & Margin Improvement

Education

Oakton Community College Working toward Associate Degree

Experience

Big Lift, LLC Downers Grove, IL (Downsized -Position Eliminated)

Autonomous Implementation Lead 05/2023-07/2024

Performed presentations and demonstrated the autonomous unit to potential customers.

Deployed autonomous unit and trained personnel in the operation, maintenance, diagnosis of issues, and repair of our autonomous mobile robots

Acted as the primary contact for diagnosing problems, creating new use cases, and continually improving the system

Maintained contact with customers on their experience with our products and respond quickly and professionally to any issues as they arise

Ensured customers were meeting or exceeding their desired ROI and process improvements and assist them in their CI (Continuous Improvement) activities

Collaborated with our sales, engineering, manufacturing, aftermarket, and operations team to build on future enhancements

Tested new software features before implementing them into the field.

Translated all materials and processes into Spanish

Attended Tradeshows and networking events to create an awareness of the autonomous unit in the different potential industries.

Kalle Group Gurnee, IL (Position Eliminated)

Customer Service Operation Manager 05/2022-02/2023

Handled all incoming orders (fax, email, phone calls) for assigned customers.

Provided documents as required/requested—COAs, Spec Sheets, Cert. of Insurance, packing slips, invoices, etc.

Checked for material availability and coordinate with scheduling to produce.

Coordinated with outside warehouses for shipment of stocked material and monitor inventory.

Responded promptly to all customer inquiries, such as order status, expediting delivery, material availability, and resolving complaints.

Invoiced all orders daily. Verify pricing and that freight has been added, as necessary.

As requested, or needed, led or participated in special projects that require customer service input.

Handled discrepancies, conflicts, and other problems that involve customer service personnel or transactions.

Personally handled confidential customer service information and transactions, i.e., credit card purchases.

Directly responsible for procurement management functions, including all strategic purchasing/inventory activities, from executing purchase orders to resourcing purchasing requirements necessary for the company's operation.

Developed and managed all KPIs related to performance for customer service.

Directed and coordinated teams' day-to-day and long-term strategic activities to ensure timely planning and procurement of goods and services to meet business demand.

Managed customer orders and customer portals, including external systems such as EDI.

Improved processes to streamline activities and raise customer service quality.

Assisted other functions within the company to resolve customer issues such as credit limits, complete credit memos, and be involved with customer collections, returns, etc.

Served as an escalated point of contact for customer issues by supporting Customer Service Representatives with issue remediation and communication with customers as necessary while supporting their career growth and objectives.

Visual Comfort & Co, Skokie, il (Left for a better opportunity)

Customer Service Manager 04/2021-05/2022

Responsible for managing the day-to-day functions of the order management group as well as creating & maintaining an environment of teamwork.

Ensured all orders received by 12 pm CT were entered the same day by actively working with the team and the work queues.

Managed Zendesk system conversion project for the entire customer service experience department from inception to implementation, including training and training material.

Created, analyzed, and developed daily, monthly, and annual goals & objectives for all team members.

Created, tracked, and posted daily established metrics and developed improvement plans when team members did not meet metrics.

Coached and developed all team members on order entry accuracy as measured by errors reported to accounting. Maintained monthly individual team member scorecards and conducted monthly reviews with each team member.

Interviewed, hired, and set up training for new team members.

Resolved all escalated issues and customer discrepancies.

Partnered with team members to drive improvements cross-functionally with Customers, Sales Reps, Vendors, and Operations by establishing communication lines, developing procedures, and building relationships.

Assisted in workforce planning, analysis, and optimization of multiple queues.

Weber Stephen Products, Rolling Meadows, IL (Worked with both Visual and Weber)

Bilingual Customer Service Supervisor 02/2020-11/2021

Managed the day-to-day operations of the Inbound Consumer Care Team and Bi-Lingual team.

Interviewed & hired prospective agent candidates.

Mentored & coached new agents after initial training.

Continue professional development, coaching, and accountability of the team.

Monitored quality performance on a weekly and monthly basis.

Conducted monthly 1x1s and weekly team meetings.

Maintained performance and productivity reports.

Ensured all tickets, web forms, and calls were completed within the guidelines set by monitoring the different queues.

Monitored attendance and vacation schedule.

Handled consumer escalation from the team and assisted with taking non-escalation incident calls when necessary.

Assisted in researching and addressing any Better Business Bureau Complaints that the company received.

Assisted in the workflow scheduling of the teams' queues- switching reps within queues.

Participated in and administered the Annual Review of the team.

Belcan TechServices, (Relocated to Indiana)

Technical Regional Recruiter 08/2017-12/2019

Full lifecycle management of vacancies across various industries and organization functions ex: IT and engineering roles, manufacturing, warehouse, accounting, and office roles.

Identified high-quality candidates by proactively sourcing active and passive candidates via direct channels, job postings, social media, web sourcing, talent mapping, vendors, local events, unemployment office, and local colleges.

Partnered with account managers on open searches, identified the right talent for the role, and pitched them as qualified candidates.

Interviewed candidates for general and client-specific opportunities.

Utilized the applicant tracking system to actively track, manage, and report on candidates.

Managed the candidate experience through efficient process management and supported interview schedule where required.

Prepped and coached candidates throughout the client's interview process, ensuring a positive experience and ultimately filled roles.

Built talent pipelines to fill current and future roles to drive improvements in time to hire.

Sundberg America, Chicago, IL (Relocated to Michigan)

Customer Service Manager 2013-2017

Oversaw the performance of customer service representatives onsite/offsite and assisted in managing 15 branch locations.

Provided ongoing coaching and motivation of the team as well as trained and conducted performance evaluations/management, established performance metrics and scorecards, and created KPIs.

Improved customer service by studying, evaluating, and re-designed processes; established and communicated metrics; monitored and analyzed results; and implemented changes.

Continually reviewed and analyzed order processing and fulfillment data to reduce inefficiencies and increase Web and EDI system productivity.

Managed Web logins and created new user logins, phone system users update, and maintenance.

Assisted with IT projects and was responsible for suspended orders in the database and website.

Assisted in the EPICOR system conversion and ensured the CSRs were all trained and knowledgeable.

Developed and implemented all office processes and procedures for the EPICOR system.

Managed and coordinated the warranty program throughout the whole company.

Coordinated issue resolution process between customers, sales, and operations.

Participated in the hiring process of new associates and assisted with HR duties.

PermaSeal (Left for a better job opportunity)

Customer Service Manager 2009-2013

Staffed, trained, developed, and managed a team of customer service representatives and order processers.

Responsible for overseeing the workflow of the team's orders from start to finish.

Coordinated issue resolution process between customers, sales, and production operations, ensuring mutual resolution, customer satisfaction, and retention.

Attended weekly and monthly management meetings and provided feedback on the team.

Researched and addressed any Better Business Bureau, Angie's List, and State's Attorney General Complaints the company received.

Assisted CSRs and Site managers with problem calls or escalated situations and intervening appropriately.

Recruited and interviewed customer service, office, dispatching, and warehouse personnel.

Assisted in the system conversion and ensured the CSRs were trained and knowledgeable in the new system.

Assisted in Dispatching and Scheduling Daily jobs.

Responsible for company events and department activity, and sales contests

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