Customer Service Quality Manager
Resume:
D
Kelly Duel
*********@*****.***
Winneconne, WI 54986
SUMMARY
Service-oriented person focused on establishing positive relationships with clients and exceeding goals. Effective communicator and leader known for bringing out best in team members and providing motivation to achieve success. SKILLS
Business Operations
Conflict Management
Contract Negotiation
CRM Software
Customer Surveys
Workload Prioritization
Customer Service
Customer Needs Assessment
Service Level Agreements
Process Improvement
Decision Making
Customer Relationship Management
Revenue Forecasting
Verbal and Written Communication
EXPERIENCE
Customer Manager
Neenah, WI
Plexus Corp/ Aug 2018 to Current
Collaborated with managers to discuss possible customer service improvements. Communicated courteously with customers by telephone, email and face to face. Investigated and resolved client issues escalated by customer service representatives. Informed customers about billing procedures, processed payments and provided payment option setup assistance.
Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
Quality Manager
Appleton, WI
Plexus Corp/ Apr 2022 to Aug 2022
Managed company onboarding processes, interviewing and selecting new quality assurance personnel and cultivating teamwork and technical proficiency in training. Monitored execution of testing activities, directing supervisors, inspectors and floor workers according to testing specifications to gather accurate, useful data. Oversaw study of problems in production lines and creation of new products or procedures to alleviate impediments to optimal production or profits. Operations Manager
Neenah, WI
Plexus Corp/ Aug 2014 to Aug 2018
Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals. Managed company operations with responsibility for profit and loss, scheduling, training and inventory control.
Delivered positive customer experiences by implementing effective quality assurance practices.
EDUCATION AND TRAINING
Master of Science: Engineering
UW-Platteville May 2009
Platteville, WI
Bachelor of Science: Industrial Engineering
UW-Platteville May 2002
Platteville, WI
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