Customer Service Manager

EDNA MEHLHORN UPTON

Oklahoma City, OK adtmcf@r.postjobfree.com 405-***-**** linkedin.com/in/ednamehlhorn CUSTOMER SERVICE MANAGER

Personable and conscientious CSM with proven experience in customer service management, customer support representative and as a Remote management. Managed up to 17 results driven representatives while maintaining focus on SOX audit, Process updates and improvements. Fast paced environment while key focus on dedicated accounts and high level of quality service. Focused on KPI's for Customer Satisfaction, Core competencies include:

Internal Process Quality Employee Satisfaction Financial Performance Process Improvement Cross-Functional Team Leadership Data Management Employee Relations Call Center SAP Products Workforce Optimization (WFO) Siebel Salesforce.com Training EXPERIENCE

Avaya August 2010 - September 2022

Customer Service Manager

Effectively supervised day-to-day front-end operations of a busy customer service department with 17 employees. Trained and mentored top customer service agents in various job functions

Implemented ambitious customer satisfaction goals, and better-enabled customer service staff members to effectively meet them.

Created, edited, and altered customer service strategies and procedures in Agile manner to best deliver a satisfying experience for all store customers. Maintenance and Disputes Manager

Letter of Agency (LOA) for the US Indirect Channel and to ensure compliance for Legal Guidelines for process. Equipment Record Changes and install base creations for Indirect and Direct for the US.

Customer Master Data for the US - Creation, changes, and updates to Customer Sold to's. ensuring high levels data quality, integrity, accuracy, completeness, consistency, and privacy.

Responsible for the US CMDT Duplicate Sold to requests approval and Policy Compliance Owner of the FAQ Records Correction Document.

Responsible for the Collections Distress report for 180+ monies to clear outstanding accounts in outside collections.

Helped roll out tools such as the Global Registration Tool, ACSBI tool and the Customer Authorization Tool.

Participated in several UAT - user acceptance trainings for Global Registration Tool, Customer Authorization Tool, B to I SAP migration and ACSBI Tool used for customer system reporting.

Participate in Avaya Partner Sharing Calls, PCC Calls, GRT Meet the trainer Calls to help assist with Questions about processes and tools.

Process Owner for Functions Managed and Responsible for Process documentation and training Documentation.

Oversaw Job Aids and Knowledge Base Articles written and shared for functions managed Received - Avaya Client Services - Circle of Excellence award 2012.

Familiar with tools Salesforce, SAP, Avaya One Source, SharePoint, GetPaid, WFO and Siebel. Info8 Legal August 2021 - December 2021

Hiring Manager

Worked a contract position as a hiring manager for a legal services company. Handled vetting resumes, confirming information and qualifications, form and document requirements, and setting up interviews. EDNA MEHLHORN UPTON adtmcf@r.postjobfree.com PAGE TWO ADDITIONAL RELEVANT EXPERIENCE

Avaya

Customer Care Manager

Customer Master Data Management and Integrity, records Corrections and Management for Install Base. Process owner and Process documentation. Managed Front Door team who were responsible for assigning out work to other teams. Duplicate Sold to Authorization and Policy Enforcement.

Letter of Authorization process and Policy Enforcement.

Managed the Dealer Desk team who were responsible for providing parts replacement orders for our Indirect Avaya Partners

Managed the ACU team who was responsible for billing for times spent by Avaya techs for onsite customer visits.

Managed the Pre-registration team who was responsible for adding Install Base to End users records and assisting our Avaya partners with Equipment Records Management.

Managed our Government Orders team who was responsible for placing orders for government customers for Aftermarket orders and tech visits.

Managed our Indirect Install Orders team who was responsible for placing orders for Avaya Partners for technician and certification orders.

Customer Care Representative

Fast paced environment, managed small projects from ordering to installation. Focus on Quality of customer interactions. Handled dedicated accounts to ensure excellent care.

Ensured customer satisfaction while managing the project with customer success from equipment MOJ's to scheduling techs and helping assist with any customer dissatisfaction.

Answered phone calls from customers, internal and resellers to assist with billing, ordering or collection efforts.

EDUCATION

Masters, Administrative Leadership, University of Oklahoma Bachelor of Liberal Studies, BLS, General Studies, University of Central Oklahoma PROFESSIONAL DEVELOPMENT

International Reiki Training Center, Holy Fire Reiki Karuna Master Transformation Academy, Certificate, Shamanic Life Coach

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