Customer Service Supervisor

Damion Broomfield

Stratford, CT LinkedIn 203-***-**** *****************@*****.***

WORK EXPERIENCE

Nesco Agency

E.A.O Corporation Shelton

Customer Service Production Analyst 2022-2023

●Validated and entered customer purchase orders and process for shipment.

●Interacted with the planning Department at Headquarters to maintain accurate accounts communication and delivery information on sales orders.

●Maintained commercial cases in the CRM system.

●Created memos for the engineering and production department.

●Created new component items and pricing requests and submitted for approval.

●Generated Returned Material Authorizations (RMA’s) and provide stock checks.

●Provided specification sheets, certificates of origin, NAFTA certificates, and letters of compliance per customer and distributor.

●Provided formal written price quotations for standard items per OEM customers, distributors, and sales representatives.

Penny Publications LLC Norwalk

Customer Service Supervisor 2008-2021

●A dedicated customer service supervisor with five years’ experience. Areas of strength include:

oA solid reputation for building productive customer-focused teams enthusiastically committed to achieving outstanding customer service standards.

oReduced staff turnover by 12%.

oDeveloped customer service policies and procedures that were implemented and widely used.

oSuccessfully introduced innovative strategies to improve quality of customer service, productivity and profitability.

●Achieved "Best in Class" recognition metrics including First Call Resolution, Average Speed of Answer, and Call Quality.

●Improved customer outcomes, and cross-organization business performance by identifying root problem causes and long-term fixes & initiating improvement in high-impact areas.

Customer Service Trainer 2010-2021

●Designed and developed creative and audience-appropriate training tools, including instructor-led programs, on-the job practice, self-paced exercises and written communications.

●Developed course curriculum to ensure maximum effectiveness of training and utilized after-course questionnaire to tailor new coursework.

●Effectively collaborated with other functional groups within the organization to ensure learning objectives and goals are clearly defined and addressed business needs.

●Incorporated company beliefs and professional development guides for new hires to achieve proper industry exposure.

LEADERSHIP EXPERIENCE

Penny Publications LLC Norwalk

Customer Service Manager 2020-2021

Analytical Decision Making

oUsed key data to improve metrics, customer satisfaction and employee morale.

●Creative Problem-Solving

oImplemented ‘work arounds’ to solve issues while permanent solutions were being sourced

●Trustworthiness

oProduce high-quality work that always met, if not succeeded, expectations

EDUCATION

Charter Oak State College New Britain, CT

English Literature/Bachelor of Art 2017

●Organizations/Awards: Honors Program, Dean’s Honors List

SKILLS & INTERESTS

Skills: Microsoft Office (Word, PowerPoint) Paylocity

Interests: Marketing & Operations, Theater, Acting and Singing

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