SUZANNE WANDREI 707-***-****

adhw53@r.postjobfree.com

OBJECTIVE: To make a significant difference in a healthy, growing organization using exceptional customer relations, communications, problem-solving and organizational skills to achieve team goals.

ACCOMPLISHMENTS

Managed from 3 – 24 Customer Service Representatives: (45 in heavy season)

training and development, team-building, formulating guidelines, streamlining procedures, all communication within the group as well as other departments, ACD performance analysis, scheduling and project management.

Successfully interfaced with Information Systems groups:

to support implementation of new order processing applications/versions.

Responsible for the company’s top six accounts:

order processing, problem-solving, forecast updates, maintenance of customer master files, contract management, complaint-handling within a TQM system.

Established strong working relationships with customers:

analyzed and responded to their need for communication and services beyond the required level.

Developed and implemented the customer service function:

created procedures and tools, obtained support of other departments, successfully won continued business from previously unhappy customers.

Increased not only revenue but profit line:

improved processes, added inbound telemarketing, researched and resolved product and production problems.

Produced fast, accurate work in high-pressure environments:

handled 120 + problem-solving calls per day on ACD system, in addition to special assignment of difficult cases.

Created solutions:

to internal procedure and work-flow problems as well as customer issues.

EDUCATION Master of Management, 1985

Kellogg Graduate School of Management, Northwestern University

WORK EXPERIENCE – 1991 to Present

Realtor

2000 thru present Coldwell Banker Residential Brokerage

Sebastopol Office

Prudential California Realty

Sebastopol office

Office Assistant & Project Coordinator Curtis & Associates Land Surveyors, Healdsburg

10-15 Hours per week, 2019 Company did not have enough work

To keep me busy.

Customer Service/Cashier Sebastopol Hardware

Christmas Season, 2018 Part Time Temporary Job

Call Center Supervisor TRAVELSMITH OUTFITTERS

December, 1998 – 1999 Novato, CA

Company ownership changed, along with most of the management team. I left shortly thereafter.

Customer Service Manager NORTHERN CALIFORNIA HOMETECH

October, 1997 – December, 1998 Santa Rosa, CA

Core management were let go due to budget cuts. I left shortly thereafter. Company was bought out by APRIA

and closed down.

Customer Service Manager APRIA HEALTH CARE

March, 1997 – October, 1997 Santa Rosa, CA

Call Center Supervisor REAL GOODS TRADING CORP.

July, 1996 – March, 1997 Ukiah, CA Catalog Business sold to GAIAM

With an East coast Call Center..

Senior Customer Service Rep. NEW ZEALAND MILK PRODUCTS

October, 1995 – May, 1996 Santa Rosa, CA

Company Out of Business

Customer Service Supervisor, TRI-VALLEY GROWERS

Retail Accounts San Francisco, CA

December, 1994 – September, 1995 Company Out of Business

Customer Relations Manager ZIPCODERS, INC.

March, 1991 – July, 1994 San Francisco, CA

Company sold to PSI Group

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