Customer service manager

Donna Salva

845-***-**** Fort Montgomery, NY ****2 *********@*****.***

Administrative Professional

PROFILE

• Dedicated Administrative professional motivated to maintain customer satisfaction and contribute to company success.

• Reliable and driven, with strong organization skills and attention to detail

• 19+ years of experience that proves loyalty and the ability to adapt to change and successfully work cross functionally within an organization.

Areas of expertise include:

- Customer Satisfaction - Communication - Management

- Organization - Sales Support - Administration

- Time Management - Ability to work cross functionally - Leadership PROFESSIONAL EXPERIENCE

DYNAREX CORPORATION, Orangeburg, NY 1/2008 - 3/2022 Dynarex is a leading manufacturer of Disposable Medical Products, with thousands of distributor partners in Canada, Europe and South America.

Purchasing Administrator

Coordinated purchasing and receiving of 5,000 parts across six regional distribution warehouses in the US. Worked with brokers, vendors and freight carriers to ensure deliveries and documentation was intact and accurate. Assisted sales, customer service and accounting internally to schedule delivery and expedite parts as needed.

• Created and managed internal purchase orders to move parts between distribution centers

• Monitored inventory weekly to ensure product was on hand

• Reviewed purchase orders and blanket orders weekly and expedited according to need by date

• Processed receiving reports in X3 and created adjustments as required based off of documentation provided by warehouse

• Ran weekly reports to monitor open PO’s, pricing differentials, and promise date changes

• Communicated with foreign and domestic suppliers on projected demand and pricing updates

• Worked closely with our China office to monitor material availability and negotiate pricing

• Created a user manual to define processes for the entire purchasing group Customer Service Manager

Promoted to Customer Service Manager after 6 months of working on the team. Grew team from 6 members to 15 to adapt to increased customer demand. Developed processes for accuracy and efficiency that are still being used. Oversaw the processing of approximately 7,000 orders per month.

• Ran metrics to determine accuracy level, consistently kept sales order accuracy above 99%

• Created process documentation in compliance with ISO requirements

• Created and maintained processes for entire department functionality, including reception and administrative assistant

• Managed training and on-boarding of all new employees

• Manifested a happy, relaxed work environment which contributed to employee satisfaction

• Evaluated employees quarterly and provided goals and paths to growth and success Affinity, Englewood Cliffs, NJ 9/2003 - 11/2007

Affinity is responsible for the consolidation of federal and private student loans. Retention Supervisor

Reported directly to Retention Manager. Oversaw daily operations for three retention team members. Responsibilities included deescalating irate customers and turning a negative experience into a positive one by providing accurate and helpful information to help provide a top tier experience.

• Ability to maintain a calm and informative demeanor while working with irate customers

• Increased retention rate to from 40% to 73% during my time within the department

• Handled between 15-20 calls daily from customers, assisting with understanding of process and helped them to understand the best available options for their loans

• Ran pricing related reports, such as sales history and margin analysis for sales reps and upper management as needed.

• Assisted customer service with pricing on orders using pricing records. Customer Service Representative

Communicated with potential new borrowers to review their options and eligibility based off of their current loans.

• Collected financial and personal data and inputted them into the system for analysis

• Once qualification was determined, calls were transferred to the sales floor for further servicing

• Answered phone calls from potential borrowers, and assisted with providing information on the process and pro’s and con’s to choosing loan consolidation EDUCATION:

Bergenfield High School

High School Diploma

TECHNICAL SKILLS:

Relationship Building, Positive Attitude, Excellent Written and Verbal Communication Skills, Sage X3, Microsoft Word and Excel, Conflict Resolution, Mediation and De-escalation

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