Manager Customer Service
Resume:
Teresa Hodgson
Elgin, IL 60123 **********@*****.***
Professional Skills
High energy, enthusiasm and excellent judgment
Self-confident and assertive even in ambiguous situations
Proficient communication skills
Proven ability to work well in cross-functional team environment
Able to apply analytical thinking to understand complex
business scenarios
Advanced analytical, problem solving, and technical finance
skills
Strong sense of urgency and unbiased for action
Objective
To obtain a position in a growing organization that will allow me to utilize my education, business skills and experience to contribute to the ongoing success of the company.
Employment
CEVA Logistics Elk Grove Village, IL
Domestic Operations Supervisor December 2018-April 2019
Lead, direct and manage inbound and outbound site operations to ensure that the operations staff executes service agreements at, or above the customer's standards.
Maximize profitability through superior customer service, effective and prompt communications and follow-up on all pending matters.
Plan and monitor daily staffing schedules, and adjusts accordingly to ensure adequate staffing levels that support operational demands and business objectives. Overall responsible for processing shipments and all related activities for an assigned base of accounts, in constant contact with clients, carriers and potential clients on a daily basis
Ensure directives, rules and procedures are communicated to all operations' staff, safety methods, practices and programs are implemented and maintained, freight is being moved in a safe and timely manner utilizing appropriate equipment and tools.
Maintain a clean, professional and safe working environment by inspecting and scheduling maintenance, and ensuring that all office and warehouse equipment is properly accounted for and in safe working condition/be proactive in providing quality client service, including: handle pressure and responsibility in a fast pace environment and responding in a timely and affective manner
Crane Worldwide Bloomingdale, IL
Sr. Domestic Operations Specialist April 2018-November 2018
Overall responsible for processing shipments and all related activities for an assigned base of accounts, in constant contact with clients, carriers and potential clients on a daily basis
Be proactive in providing quality client service, including: handle pressure and responsibility in a fast pace environment and responding in a timely and affective manner
Seek the most profitable mode of shipment, yet meet client’s requirement for the movement of freight and ensure company profit
Communicate with vendors/suppliers regarding shipment dispatch, routing, pricing, and rates
Prepare documentation, dock receipts, bills of lading, export declarations
Communicate with clients regarding disposition of Freight (i.e. tracking & tracing, routing & dispatching, and rate quotations)
File SED’s (Shippers Export Declarations)
Daily research orders regarding lead times/ship dates and resolve customer disputes, tracking and tracing cargo as necessary to insure proper movement and delivery
Provide accounting department with proper and correct billing information
Communicate & correspond with other Company branches and agents for client satisfaction, and ensure excellent service execution
Work Area Protection St. Charles, IL
Customer Service Manager September 2015-November 2016
Daily research orders regarding lead times/ship dates and resolve customer disputes
Interview potential temp to hire candidates for warehouse and plant, make recommendation for hire
Complete monthly sales reports for President and National Sales Manager, along with special projects
Maintain contract reports monthly
G/L code and verify invoice amounts prior to payment
Process all Amazon and Lowe’s orders, ensuring on time shipping and verify/dispute monthly report cards
Worked directly and effectively with vendors to maintain a productive and healthy relationship ordering plant and warehouse supplies, as well as products for distribution
Order general warehouse and office supplies
Provide backup coverage for employees when absent: entering orders, providing quotes, researching shipments and invoices
Train customer service staff order processing/entry, ship confirming, and invoicing
Verify hourly employees weekly hours and disperse checks for WAP employees and temps
Run bi-weekly update meeting with President, National Sales Manager, Controller, Director of Manufacturing and VP of Plant Management
Suggest and implement capital improvements
Reduced lead time from 6 weeks to 2 weeks
Dynamex Elk Grove Village, IL
Purchased Transportation Supervisor September 2014 – April 2015
Interview potential drivers, order and verify findings of drug screen, background check and MVR, prepare/deliver contracts, complete initial set-up for driver to contract including: entering into DECS, phone set up, ID and uniform distribution.
Research and resolve settlement discrepancies, process loans, train drivers for specific account requirements, terminate drivers when necessary
Complete monthly fleet report and unit expiration report, bi-weekly INSEL and accumulated deduction report, weekly collect driver logs and resolve DOT/MC issues on monthly TSP authorization report
Daily maintain independent contractor monthly audit report – update vehicle insurance (communicate with insurance agents), driver’s licenses, registration and order annual MVR (billing drivers as necessary)
Recruit new drivers
Increased deduction revenue by $2000 a month
The Law Offices of Rachel A. Moreau Newby Elgin, IL
Legal Assistant May 2011 – August 2014
Negotiate short sale negotiations; collect documentation for submittal, provide comps for BPO disputes, contact lenders on client’s behalf, etc.
Prepare closing documents, recordable power of attorney, foreclosure dismissal letters, hold harmless and other credentials as required
Order Title and clear exceptions as necessary
Schedule closings and verify court appearances
Daily contact with banks, attorney offices, clients, etc. to ensure continuous attention to the completion of imperative tasks
I3 Group Schaumburg, IL
Operations Manager Dec 2010 – Apr 2011
Oversaw the global operation of all personnel in a call center environment, which included 20-60 employees, a Unit Manager and Team Leads, the client and any other segment of business assigned and reported to the Senior Operations Manager
Ensured all positions were adhering to company policies, procedures and the statement of work by being the front line of defense in protecting the integrity of the company and ultimately the company’s client base
Created, monitored and audited internal work standards and reported results to senior management through monthly scorecards
Conducted reviews of a segment of accounts and developed strategic processes to obtain monthly and quarterly goals
Exercised discretionary authority on settling accounts, accepting payments and handling client disputes
Increased productivity by 30%
Lighthouse Financial Group of Illinois, Inc. Hoffman Estates, IL
VP of Branch Audits/ Branch Manager/ Floating Manager Nov 2007-May 2009
VP of Branch Audits
Verified discrepancies found during daily audits conducted to ensure efficient operations and compliance to company guidelines and policies, saving the company thousands in potential fines
Recruited, trained, coached and developed a highly motivated and effective team of floating managers, branch and document management personnel mostly remotely tracking performance and monetary growth KPIs, etc. reporting results to upper management
Interacted with executive team and individual department heads to ensure operational priorities were aligned with overall company direction
Continually investigated, created and improved processes and proactively anticipated regional needs, assessed options, and made recommendations on policies and actions
Branch Manager/ Floating Manager (In School for MBA) Mar 2002-Nov 2007
Branch Manager
Enhanced branch profitability, productivity, and efficiency – 1st branch manager in the Hoffman office to show a profit since opening in 1995
Promoted Marketing Programs and identified areas of improvement at branch level and communicated ideas to COO/CMO and maintained knowledge of competitor’s products/
Trained and developed assistant managers and administrative assistants
Responsible for branch audits and file management, incoming phone quotes and booking of vehicles, appraisal of vehicles and determining condition and damage deductions
Completed collection calls daily or delegated task to administrative assistant, approved accounts to be sent to out for repossession, prepared vehicle release forms when applicable and arranged transportation and sale of repossessed vehicles
Floating Manager
Trained new managers and assistants, covering branch offices as needed due to illness or vacation (on call 24/7)
Created standard operating procedures and office manuals
Performed all branch/financial tasks during coverage including writing loans, check signing, payment processing, collection calls, repossession orders, calculating daily store balance and nightly deposit
Provided excellent customer service and resolved any customer challenges
Starck Realtors Elgin, IL
Real Estate Counselor May 2006-Oct 2008
PETCO Animal Supplies, Inc. (In School for MBA) Crystal Lake, West Dundee, Streamwood, IL
Assistant Manager (Merchandise/Operations Manager) May 2000-Feb 2002
Education
Keller Graduate School of Management Elgin, IL
Masters in Business Administration, GPA 3.8/4.0 (High Honors) Sep 2001-Feb2005
University of Nebraska Lincoln, NE
Bachelors in Business Management, GPA 3.7/4.0 (High Honors) Aug 1998-May 2000
Elgin Community College Elgin, IL
Associate Degree in Science, GPA 3.5/4.0 (Phi Theta Kappa Honors Society, Honors) Aug 1996-May 1998
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