Regional Client Relations Manager

Stephenie A. Dzurnak

Mobile: 508-***-****

Email: ************@*****.***

Experienced client relations manager with proven track record of delighting customers through personalized service and customized solutions.

Work Experience

W.B.Mason - Regional Client Relations Manager 2012 – Present

● Solving customer problems with personalized service and customized solutions

● Oversee client operations in Worcester, Framingham, Brockton, Hyannis, Portland, Woburn, Lyndonville, Rutland, Plattsburgh, Cranston, Manchester, Burlington and Boston locations

● Responsible for team of 20+ And 4 reporting managers, inclusive of hiring, onboarding, training, performance management and team growth

● Assisted in development and execution of customer support training, documentation and key performance indicators of call monitoring

● Supported implementation of new CRM software and lead training protocol

Customer support for 6,000+ team total just my accounts are about 435 - 16 million, facilitating approximately 60 million revenue year in transactions/revenue per

year/month with the goal to provide the best overall solution to meet customer needs

● Fielding customer inquiries and providing solutions for office supply needs, order

processing and tracking, coordination of delivery

● Measures of success include:

● Lead of web chat team providing real time support for customers

Awards/recognition

2017 Customer Service Manager of the Year

Technology

● Avaya phone system

● CRM Software

● Web Chat - Monitoring

● ADP – Scheduling - Payroll

● Microsoft Dynamics 365

● Unified Service Dynamics

● Ariba

● Manhattan and other LTL Scheduling

Wal*Mart – In stock Control Team/ Inventory Management – 2005- 2009

Customer Service Supervisor and Asset Protection Associate 2012-2015

● Asset Protection Associate.

● In stock Control Team

● Photo Lab Specialist.

● Receiving Associate.

● Overnight stocker: Powerlifting Equipment Certified (Walkie Stacker, Electric

Pallet Jack) Baled boxes; Operated Telson; Picklist; Pallet jacks, Bin Overstock

Merchandise, Bin Audits.

Macys- Loss Prevention Detective (University Heights, Ohio) 8/2011-05/2012

● Responsible for the protection of assets of the company, inclusive of prevention

through apprehension.

● Maintained a safe business environment for associates and customers

● Ensured associate compliance to company policies and rules of conduct

● Drove compliance and understanding of Shortage prevention and awareness

● trained associates on identifying shortages and prevention methods

● Conducted in store loss prevention audits

● Apprehend Shoplifters other customers who commit thefts, misused

Macy’s credit cards and/or commit other crimes on Macy’s premises.

Positive Education Program – Team Associate– (Cleveland, Ohio) 8/2009- 1/2012 –

● Focused on both mental health and academics, PEP holistically supports

children with significant behavioral or developmental challenges.

● Utilize RE-ED principles in- day treatment setting with clients in a classroom

● Provide academic, social skills and partial hospitalization services.

● Assists in crisis situations using the Therapeutic Crisis Intervention, Life Space

Crisis Interviews and Sanctuary model techniques. Trauma based services.

Coffey Process Service - Office Manager – (Naples, Florida) 4/2008 –6/2009 Processed

court runs; assigned servers to papers; input the services; affidavits; notarized

documents; general office duties

Education: Ashland University (Ashland, Ohio) Major: Bachelor of Science in Criminal

Justice Minor: History

Relevant Experience: Cuyahoga County Juvenile Court Probation Southeast Office –

Internship - (Bedford Heights, Ohio) 6/2005 - 8/2005- Participated in office visits and

general appointments; Monitored probation officers in court; Assisted with office work;

Advised with disposition reports and other paperwork; Shadowed community service.

Affiliations/Achievements

Kappa Kappa Psi - Member (2005-Present)

USA Powerlifting Association Member (USAPL) – (2003-2020)

USAPL Ohio Co- Chair USAPL State/National Referee (2003-2020)

USAPL Operations Director, Committee Member USAPL- Arnold Sports Festival (2007-

2020)

USAPL National Champion 2015, Junior National Bench Press Record (2006),

Open Bench Press World Team Member, Placed 5th (Sundsvall, Sweden

2015) Placed 3rd (Thisted, Denmark 2007), Placed 5th (Prague, Czech

Republic 2008) Notary Public – State of Florida Commission #DD867652 (Until 2013)

Coaching Certification, Pupil Activity Certification (2010-2012)

Fairview High School and Middle School Track and Field- Shot Put and Discus Coach (07-

08/10-15)

Camp Invention - Head Camp Counselor- Teacher (2002-2010)

Ashland University Powerlifting Club –Vice President (2004) Secretary (2003/2004)

Treasurer (2003/2004)

Midwestern Criminal Justice Association – Member Conference - Volunteer (2005)

North Central Ohio Adult Music Camp - Librarian/ Volunteer (200*-****-****)

Ashland University Marching and Concert Bands -Librarian (2002-2006) Received

Directors Award (2005)

Ashland Area Community Band - Librarian (200*-****-****)

Fairview Park Community Band - Librarian (2008-2009)

**References upon request

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