Customer Service Manager Trimmer Cutter

STEPHEN NITCHKE-ELLISON

MANAGER CUSTOMER SERVICE MILFORD, 06461 203-***-****

DETAILS

** ***** **** **, *******, 06461

203-***-****

*******@*******.***

SKILLS

General Management

Problem Solving Skills

Clear Communication Skills

Good time management skills

PROFILE

Dedicated Customer Service Manager capable of monitoring special client projects while empowering customer service associates to solve problems. Adept at maintaining a large staff and meeting all corporate service goals. Specializes in call center and in-person environments

EMPLOYMENT HISTORY

Manager Customer Service at Graybar Electric, Wallingford, CT May 2006 — April 2018

• Provide direction to all front-line customer service, administrative, warehousing and transportation functions through applicable supervisors to maintain established service standards

• Establish performance expectations for all supervisors and for any direct reports; manage performance through coaching, counseling, feedback, and performance appraisal process.

• Involved in resolving local service failures and responsible for taking necessary action to prevent recurrences

• Ensure proper staffing to provide excellent service; set branch schedules and procedures;

• Monitor safety and associated programs; ensure compliance with Company safety and health procedures; and coordinate/implement succession planning for branch. Responsibilities:

• Supervise day-to-day operations in the customer service department.

• Respond to customer service issues in a timely manner.

• Create effective customer service procedures, policies, and standards.

• Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis.

• Implement an effective customer loyalty program.

• Maintain accurate records and document all customer service activities and discussions.

• Assess service statistics and prepare detailed reports on your findings.

• Hire and train new customer service agents.

• Manage the approved budget of the customer service department.

• Stay informed on the latest industry techniques and methods. Supervisor Customer Service at Graybar Electric, Hamden, CT March 2006 — May 2006

Supervisor Customer Service

Responsible for supervising customer service agents and other staff. Trains, coaches, and mentors employees on how to deliver the best customer service possible. Primary responsibilities

· Investigate customer's problems and find solutions.

· Communicate with customers via phone, email, or letter.

· Hire, train, and terminate customer service agents.

· Provide scripts to read from during phone calls.

· Handle major incidents that cannot be resolved by agents.

· Resolve complaints and order issues.

· Ask customers to provide feedback on agents and customer service experience.

· Keep abreast of new company products and services.

· Issue refunds to customers.

· Oversee product exchanges and returns.

· Analyze data and statistics.

· Compile and print reports on overall customer satisfaction.

· Isolate and identify areas of improvement.

· Train agents on how to adequately address problem over the phone or how to write correspondence.

· Work with management on customer service initiatives.

· Utilize social media to respond to customer complaints and praise.

· Supervise customer service managerial staff.

· Train managers on how to effectively lead customer service agents. Zone Administrative Manager at Graybar Electric, Taunton, MA 2003 — 2006

Supervisor Customer Service at Graybar Electric, Albany, NY 2000 — 2003

Manager Customer Service at Graybar Electric, Teterboro, NJ 1998 — 2000

Supervisor Administrations & Customer Service at Graybar Electric, Long Island City, NY 1994 — 1998

Manager Customer Service at Graybar Electric, Teterboro, NJ 1991 — 1994

Manager Customer Service at Graybar Electric, Teterboro, NJ 1989 — 1991

Customer Service Rep at Graybar Electric, Stamford, CT 1988 — 1989

EDUCATION

Bullard-Havens Technical High School, Bridgeport, CT 1970 — 1974

COURSES

Electrical, Bullard-Havens Technical High School

2000 — 2001

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