Customer Service Manager

Clifford M. Biermann, CRP, GMS

408-***-**** - *************@*****.***

PROFESSIONAL OVERVIEW

Customer Service Manager

National Corporate Housing - Pleasanton, CA 2019 - present

Responsible for managing a team of Customer Service agents

Escalation point for all client relations issues

Process improvement and workflow management

Achieved a 10 point increase in overall guest survey scores

Business Development Manager

HOLLANDER INTERNATIONAL - Elk Grove Village, IL 2017 - 2018

Responsible for selling global and domestic mobility services to national accounts

Generating Leads through networking, cold calling, and market research

Consulting clients on policy

Escalation point for all client relations issues

Attend Industry events

Relocation Manager

THEMIGROUP - Hayward, CA 2014 - 2017

Administer home sale and home purchase program

Facilitate domestic and global relocation policies

Destinations services coordination

Counsel employees on relocation benefits

oExplain policy components

oManage Exceptions

oAudit expense reports

Foster good working relationships with client contacts by continually providing opportunities and exposure to market trends and industry news

National Account Sales Manager

CROWN WORLD MOBILITY - San Leandro, CA 2013 - 2014

Sold Mobility Services to emerging market accounts.

Generated Leads through networking

Consulted on global and domestic policy

oProvided benchmarking information to clients to assist with policy decisions

oWorked alongside implantation team to implement new clients.

National Account Sales Manager

NOR-CAL MOVING SERVICES, ALLIED VAN LINES - San Leandro, CA 2010 - 2013

Managed relationships with existing clients including assisting in policy development

Partner with 3rd Party Relocation Companies

National Account Sales Manager

REEBIE INTERNATIONAL, ALLIED VAN LINES - Franklin Park 2004 - 2010

Work directly with accounts to develop mobility policies

Managed International Customer Service Team

Vendor Management

Customer Service Manager

PRAGER, NORTHAMERICAN VAN LINES - Naperville, IL 2002 - 2003

Managed a staff of nine customer service representatives each responsible for coordinating 350-450 moves per year

Developed and maintained 20 key National Accounts

Resolved critical service issues and tracked quality scores for accounts—team achieved north American agent of the year

Customer Service Manager

DARYL FLOOD INCORPORATED, ALLIED VAN LINES - Elgin, IL 2000 - 2002

Improved customer service ranking from the 4th highest to highest in the Chicago market based on Gallup surveys

Forecasted volume, created budget, planned staffing and incentive increases

Established performance goals for customer service staff focusing on accuracy, timeliness, and Gallup survey responses

Customer Service Manager

BEKINS VAN LINES CORPORATE HQ - Hillside, IL 2000 - 2000

Managed corporate Customer Service call center consisting of 22 employees

Responsible for budget, staffing, and reviews

Training Manager

ALLIED VAN LINES CORPORATE HQ - Naperville, IL 1992 - 2000

Designed and delivered Training Manual for operational staff of 40 in a high-volume call center

Evaluated individual employee performance and development

EDUCATION

BENEDICTINE UNIVERSITY - Lisle, IL

Bachelor of Arts: Management & Organizational Behavior

PROFESSIONAL TRAINING AND AFFILIATIONS

Worldwide ERC member, Certified Relocation Professional (CRP) and Global Mobility Specialist (GMS)

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