Manager Customer Service

Dena Klebs

219-***-**** *********@*****.***

PROFESSIONAL SUMMARY

Goal-oriented Customer Service Manager with 25 years of experience in leadership roles. Detail-focused and driven to help employees succeed in meeting and exceeding sales goals. Charming salesperson skilled in communication and collaboration for best-in-class service. Motivated professional well-versed in building productive relationships, resolving complex issues, and winning customer loyalty. Bringing 25-year background maintaining customer satisfaction and contributing to company success. Proficient in Microsoft Office and SXe.

SKILLS

Inter-department collaboration Personnel training and development

Talent Development Team Leadership

Complaint resolution Excellent time management skills

Microsoft Outlook, Work and Excel Customer-focused

WORK HISTORY

Customer Service Manager, 11/2016 to Current

Distribution International – Hammond, IN

Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.

Reviewed issues within operations and business management to solve problems and improve company outcomes.

Assumed ownership over team productivity and managed workflow to meet or exceed quality service goals.

Consulted with outside parties to resolve discrepancies and create effective solutions.

Reduced process inconsistencies and effectively trained team memeners on best practices and protocols.

Branch Manager – 10/2014 to 11/2016

SJ Smith Co – Hammond, In

Assessed budget plans and present costs to forecast trends and recommend changes.

Interviewed and hired talented individuals with top-level strengths, improving organizational talent and skill set.

Uncovered and resolved strategic and tactical issues impacting sales management and business operations.

Protected company assets with strategic risk management approaches

Engaged employees in business processes with positive motivational techniques

Assessed employee performance and developed improvement plans.

Independent Agent, 2/2014 to 10/2014

Combined Insurance Group – Chicago, IL

Handled policy renewals

Explained features of policies to customers and helped determined best policies to meet personal needs.

Worked to accommodate new and different insurance requests and explored new value opportunism to optimize insurance agency reputation.

Business Co-Owner, 4/2011 to 4/2014

Wright Painting LLC- Dyer, IN

Oversaw business budget planning and administration, accounting functions, purchasing and weekly payroll.

Employed prompt decision-makkling and in-depth research to resolve issues efficiently and effectively.

Branch Manager, 4/2006 to 4/2012

Airgas North Central – Hammond, IN

Engaged employees in business processed with positive motivational techniques

Maximized employees through effective resource allocation and employee management

Boosted branch sales by developing and deepening customer loyalty through incentive programs

Managed branch operations, including sales. Customer service, finances, and recordkeeping

Analyzed financial statements to identify cost control initiatives

Interviewed, hired, and developed team, of 25

Complied with government and other regulatory agencies by following policies and documenting transactions

Enhance branch production rates by handling stagg conflicts, evulations, hiring termination processes. Coaching employees on company protocol

EDUCATION

Associates Degree of Business Management: Business Administration and Management

Purdue University Calumet – Hammond, IN

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