Manager Service

EXPERIENCE

Lakeland Delivery Service November ***8-April 2020

Data Entry Specialist/Work from Home

Work within the Crown system to enter pickup orders for 2 branches

Work within the Crown system to enter Proof of Deliveries

Utilize company email to communicate with customers as necessary

Home Educator June 2017-Present

Stay at Home and Homeschool Mom

Coordinate lessons for 5 school-aged children with varying levels of abilities and behaviors from a traumatic background

Manage budget, calendars and transportation for 9 family members

Chemstar Company December 2016-August 2017

Customer Service Manager

Created documentation for all processes and customers using SnagIt, customer portals and Microsoft Word

Instituted new procedures for product and customer launch

Managed all incoming calls regarding orders, emergencies, logistics, new product launch and employee communication

Coordinated and supervised all logistics and production for 3 plants and 50 global customers and their multiple divisions using both Chemstar and customer carriers

Created a system of Branch Readiness based on product availability, production schedules and on time shipping and reported through all upper management

Managed all international shipping documentation and certification, and maintained inventory in consignment warehouses overseas

Phillips and Temro Industries March 2015-December 2016

Customer Service Representative

Managed large OEM account such as Daimler, Cummins, GM Service, Freightliner, Ford production and Caterpillar

Phone Center associate, taking up to 100 calls daily for Phillips and Temro and Idle Free concerning maintenance and orders

Created documentation for all customers and processes for ISO certification

Headed transition teams for launch of Idle Free company and Amazon.com orders

Improved relationships and supplier scores from failing to high 90s for all assigned OEMs through dedicated and detailed customer management

Purolator International February 2008-March 2015

Client Relations Representative, Minneapolis, MN July 2011-March 2015

Consistently surpass established Customer Satisfaction Survey goal score of 4.5 on 5.0 scale, scoring 4.9 and above

Selected as CRR Ambassador in 2014, a corporate directive to improve communication and policy company-wide

Selected to participated on SAP Migration Testing, Service Exception Report Improvement and Customer Service Appreciation teams to better align internal goals

Develop in-depth PowerPoint presentations for all Quarterly Business Reviews and End of Year Reviews for 25+ customers by collecting and analyzing Excel data including volume/charges, coverage/distribution, transit time and service performance

Independently responsible for daily branch operations including minimizing operating costs and maintaining safety

Maintain Accounts Receivable greater than 60 days in a 0-1% range, surpassing company goal of 5%

Dispatch Coordinator, Taylor, MI July 2008-July 2011

(Contract through Snelling Staffing) February 2008-July 2008

Created and conducted training on several departmental processes to promote efficiency and standardization throughout company restructuring

Established credentials to measure effectiveness of training and presentation of material

Created and maintained business relationships throughout the United States and Canada by promptly mitigating concerns

Scheduled and tracked partial and full truckloads throughout the United States and Canada for 30 branches through the utilization of the Beacon program

Fastenal Company June 2005-February 2008

General Manager, Romulus, MI

Improved and maintained business relations with over 300 customers through dedicated client interaction and prompt delivery

Trained and motivated branch’s sales teams through establishing a rewards program, increasing up-selling by 10% and customer base by 15%

Maintained payment due greater than 45 days under 5%, supporting company goal

Army National Guard June 2000-June 2008

1st Lieutenant, Pontiac, MI

Successfully lead company Field and Base Operations for 3 years in high-intensity/high rate-of-change training environments for missions that supported Homeland Security, NATO and Operation Iraqi Freedom

Planned, coordinated, executed, and reviewed monthly training for all soldiers under my command

Created and conducted Annual Performance Counseling for 200 soldiers

Submitted and presented the Monthly, Quarterly, and Yearly Training Plans, Reviews, and Readiness Status for the unit to the Battalion Staff

Ensured the unit consistently stood at 97-100% efficiency and readiness for potential deployment

EDUCATION

Eastern Michigan University, Ypsilanti, MI

Bachelor of Arts International Language and Foreign Trade, minor in Business Management

ACTIVITIES AND ACCOMPLISHMENTS

RAD Support Group Coordinator on Facebook Current

Blogger, Parenting Children with Reactive Attachment Disorder (www.myradfamily.com) 2019

Adoptive Parent Current

Branch of the Year Recipient 2014, 2015

Branch of the Month Recipient 6 times in 2015

Awarded Employee of the Month October 2013

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