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Customer Service Manager

Grand Blanc, MI
December 29, 2019

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**** ***** **** *****, ***** Blanc, MI *****

Home: 810-***-**** - Cell: 810-***-****

Jerri L. Buiting

Executive Summary

Highly-motivated professional with more than 35 years of experience in Administrative, Customer Service, Sales (wholesale and retail), and Marketing. Action-oriented with strong ability to communicate effectively with technology, executive, and business audiences. Results-oriented skilled in creating marketing plans and leading successful product launches, promotions, and development. Expertise in client relationship development and project management. Experienced Professional with high integrity, solid work ethic, and strong leadership skills.

Core Skills

• Experience in Automotive, Specialty Food,

Energetic Work Attitude

Retail, Mortgage, Technology, Customer

Microsoft Office Proficient

Service, and Education Industries

• Team Leadership & Facilitation

Staff Training/Development

Strategic Planning

Sales – Wholesale & Retail

Builds Key Relationships

Business Consulting

Critical Thinking

Curriculum Development

Human Resources

Statistical Analysis

Product Development

Cross-functional Team Management

Project Management

Staff Development

Strategic Planning

Customer Service


Conflict Resolution

Website Development

Effective Organizational Skills

Creative Problem Solver

Clerical Experience – type 100+ wpm

Excellent Communication Skills

Professional Experience

Business Development Consultant

November, 2018 - present

LaFontaine Automotive Group

●Sales Assistant

●Incoming & Outgoing Calls

●Internet Leads

Business Development Consultant

May, 2017 – October, 2018

Feldman Automotive Group

●Sales Assistant

●Incoming & Outgoing Calls

●Internet Leads

Production & Shipping Clerk

Retail Sales

Ongoing contract work

Fireside Coffee, Inc.

•Retail show sales conducted during final quarter every year since 2010

•Production, shipping, and operations clerk since August, 2015


February, 2014 – present

Ms. B’s Errands & More

Executive Assistant/Sales Assistant

February, 2016 – October, 2016

WingIt Innovations

●Office Management


●Travel/Catering Arrangements Nationwide

●Internal/External Correspondence

Assistant Manager

November, 2012 – March, 2013

MCA, Inc. – Flint, MI

•Data Quality Manager – Manages data entry, reports, and communication with various clients.

•Customer Service Implementer – hired to develop, implement, and manage customer service center for future product expected to enter beta testing in April, 2013. Project on hold until product testing is complete.

•Non-Profit company development – project on hold


August, 2011 – Current

Saginaw Valley State University – Saginaw, MI

•Adjunct Faculty for Marketing and Retail Sales courses.


September, 2000 - Current

Baker College – Flint, MI

•Core Faculty Professor for Marketing and Business Management courses.

•Classes taught to date: Advertising, Advertising Management, Consumer Behavior, Conflict Management, Human Resource Management, International Marketing, Internet Marketing, Introduction to Business, Marketing Principles, Small Business Management, Small Business Marketing, Marketing Research, Partnership Marketing, Seminars for Marketing Planning and Management.

•Co-Developer and Coordinator of the Small Business Management Program and curriculum.

•Active member of Understanding by Design (UbD) Curriculum Development teams for Management, Marketing, and Small Business Entrepreneurship programs, Member of Faculty Assessment Committee

•Faculty/Staff Trainer for Customer Service and Classroom Technology.

•Advisor for Gamma Beta Phi, National Collegiate Honor Society - a service-based organization; coordinated fundraising of over $10,000 for various community charities (Whaley Children's Home, Big Brothers/Big Sisters, Angel Tree Project)

• Editor, Benchmark, Baker College of Flint's Public Relations newsletter

Customer Service - Mystery Shopper

May, 2006F – Current


•Independent Contractor registered with over 90 companies.

•Mystery shopper, in many industries: fast food, fine dining, finance, entertainment, training, technological, and retail.

•Scheduler in the mystery shopping industry as a contract employee for Kern Scheduling.

•Worked directly with clients and management to develop customer satisfaction metrics.

General Business Manager

January, 2005 – March, 2006

Country Home Creations, Inc. – Flint, MI

•In-house and Outside Sales/Customer Service Management and staffing, marketing and advertising campaigns, website development, trade show management, office management, marketing and business plan development.

•Restructuring and training program developed for increased customer service.

Marketing Director

October, 1999 – January, 2005 (full time)

Fireside Coffee Company – Swartz Creek, MI

•Involved in organization and planning over 75 wholesale and retail trade shows per year.

•In addition to full-time work indicated in timeframe above, worked as contract employee throughout 2007 with wholesale/retail shows and management of production/warehouse.

•Responsible for Retail Internet site Re-Design - Internet sales growth of 116% in three (3) years.

•Development and Implementation of wholesale Internet site - Growth of Internet wholesale sales of 102% in two (2) years.

•Initiated a customer care retention program, which increased sales by 5% during 7-week pilot program.

•Created new revenue streams through strong corporate alliances and relationships with key customers.

•Hired and trained staff.

Vice President

July, 1997 – May, 1998

Dynasty Funding Corp – Farmington Hills, MI

•Marketing and Systems - Organized all marketing efforts, which included the development of marketing and sales strategies as well as customer database design and support.

•Developed, implemented, and managed customer service department; human resource activity from recruiting, interviewing, and testing, to hiring personnel; authored company's annual and long-term strategic plans; managed office facilities; and responsible for management team coordination.

•Instrumental in developing past-client cultivation program to build a referral-only business.

•Key member of executive committee that developed the 5-year-old company's mission, vision, and documented business processes and standards.

•Directed a charity fund-raising effort, which rose over $1,200 to adopt a needy family.

•Organizational Development Consultant to company prior to formal hiring.

•Outside advisor/consultant for several years as the company grew from 5 employees to 20+.

Manager, Customer Electronic Communications

May, 1978 – July, 1997

General Motors Service Parts Operations – Flint, Michigan

•Responsible for all communication systems that GMSPO used to communicate with their various market segments (dealers, wholesalers, Adecco retailers).

•Managed project to convert older communication system into new language and logic for Adecco customers, which enhanced capabilities and provided new options.

•Worked on top-level management committee to develop new electronic communication and commerce transactions/applications within GMSPO.

•Product Specialist: Managed brake product line for GMSPO, which included competitive analyses; development of business plan; development of marketing campaigns, and introduction of new product lines and programs. Directed implementation and introduction of GMSPO's first all-makes, aftermarket marketing brand and campaign for a new brake product.

•Held progressively responsible positions throughout tenure at General Motors.

•Project Manager: Developed knowledge-based program that analyzed proper ordering methods and handling of backordered part numbers using artificial intelligence. This program was responsible for reducing 20% of backordered part numbers for General Motors' dealerships.

•Project Manager: Developed, Implemented, and Managed TRACS 2000 system, a voice-response communication system linked directly to GMSPO's mainframe computer. This system received in excess of 50,000 phone calls a day with a rate of 95% in customer satisfaction with the system. At the time it was implemented, it was IBM's single largest voice-response application.

•Other Key Positions Held: Analytical Department Supervisor, Statistician/Analyst; Senior Systems Analyst; Systems Development, Customer Service Supervisor, Training Coordinator, Customer Service Representative


Central Michigan University

Mt. Pleasant, MI

Business Administration

Master of Science

Dean’s List; 3.9 GPA

Northwood Institute

Midland, MI

Business Management

Bachelor of Business Administration

Magna Cum Laude; 3.6 GPA

Davison High School

Davison, MI

General Business & Music

Magna Cum Laude; 3.7 GPA

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