Customer Service Care

KEITH OWENS

*** ******* **, ******, ** ***** * C: 770-***-**** * *****@*****.***

Summary

Providing Exceptional Service, Building Loyal Relationships and Solving Problems. Profit-driven and process-oriented manager of multimillion-dollar operations (200+ direct/indirect reports). History of strengthening compliance; improving processes; and elevating output, auditing quality, customer satisfaction and employee morale.

Dynamic customer service professional experienced in call-center, operations and B2B settings.

Productive relationship builder; excel at listening to customer needs, articulating product benefits and creating solutions that provide value to the customer.

Highly professional--dependable, reliable and able to perform duties with minimal supervision.

Highlights

~ Develop programs & training initiatives ~ Navigate multiple computer systems

~ Quality coordinator (SME)

~ Customer care specialist ~ Develop lean process improvements

~ Crisis intervention & problem-solving skills ~ Employee Relations

~ Logistics coordination ~ Exceptional Interpersonal Skills

~ Resolve internal & external customer complaints

~ Direct reports

Accomplishments

~ Improved paperwork processing time by 50% by streamlining submission process through automation.

~ Saved over $200k per year by reorganizing staffing structure to eliminate wasted man hours.

~ Project Manager lead on a number of cost savings initiatives through Six Sigma quality principles.

Experience

Director of Operations; 527 Logistics Group - Atlanta, GA 10/2008-08/2020

~ Oversight of office managers for multi-state offices.

~ Oversight of regional budget with P&L responsibilities.

~ Customer service relationship building,

~ SME in production work flow processes; Revise SOP’s, Training, Employee and Safety manuals.

~ Primary point-of-contact for clients

1/1989 – 2/2005

Regional Program Manager/Quality Compliance Analyst; Delta Airlines Atlanta, GA 01/1987-01/2008

~ Identify supplier KPI driven statistics for evaluation and corrective action.

~ Spokesperson for policy and procedure while interacting with frontline management team, employees, vendors and contractors.

~ Compile weekly audit results for distribution to executive management team.

~ Perform random unannounced quality audits of suppliers and internal customers worldwide to ensure compliance with company standards and federal regulations to protect return on $90 million department spend.

Education

Bachelor of Science: Business Management

St. John’s University Queens, New York

Diploma: College prep with Business electives

Christ the King Regional High School Queens, New York

Six Sigma Green Belt: Quality Certification

New Dimensions Atlanta, Georgia

Certified Quality Auditor: Process Analyst

New Dimensions Atlanta, Georgia

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