Meri Reaume

adz988@r.postjobfree.com

678-***-****

Dacula, GA

Qualifications

Ability and willingness to adapt and learn quickly to a changing environment, technology, or situation Driven towards exceptional support and communication to customers and team members Experienced in maintaining detailed records accurately and processing multiple accounts in a fast-paced environment

Professional Experience

Nixon Power Services, Lawrenceville, GA

Customer Service Manager (CSM) 2020 - Current

● Oversee satisfaction of all commercial/ industrial generator needs for Georgia and surrounding territories. Customers include major accounts, life support, and safety facilities such as; FEMA, Emory, GA-DOT, retirement communities, USDA, Disney, Home Depot, Verizon, etc.

● Provide and prioritize emergency services during major outages and weather related disasters.

● Manage direct team of 4-5 CSR’s, logistics of approx. 20 technicians, and all office functions, collaborate with other CSM’s and department heads to improve service and retention.

● Maintain awareness and accountability of customer’s contracts and financial standing through daily reporting to Operations Manager and Executives.

Atlanta Flooring Design Center, Suwanee, GA

Customer Service Department Manager 2017 - 2020

● Served as the New Construction Warranty Department Manager for the 9th largest speciality flooring company in the nation. The new construction division contributes 77% of the entire company’s market. The Warranty Department is where all customer service needs are met within the division. Customers include Builder groups, Superintendents, and Homeowners.

● Consistently exceeded the expectations of corporate goals to include controllable expenses, employee productivity and retention. In 2018, results were greater than $100,000 below corporate budgets in 3 categories.

● Reported directly to the Sales Executive.

● Created standardization processes and conducted applicable corporate training.

● Traveled to multiple states to meet with existing or potential clients.

● Interviewed, conducted salary reviews, and strategically assigned accounts based on experience, talent and personality.

● Lead a team of approximately 20 CSR’s in order to ensure the Warranty Department met expectations while maximizing company profits, productivity and reputation.

● Retained the responsibility of all escalated accounts, emails, calls, and employee needs.

● Work among and encourage others to prosper within a very high-stress, fast-paced industry. Account Manager 2015 - 2017

● Improved interdepartmental relations by fostering a positive environment by example of compassion for treating others kindly and encouraging creative problem solving.

● Developed and promoted representatives into various levels of management through recognizing talents, providing training, and facilitating leadership opportunities that did not previously exist.

● Applied situational management skills to resolve escalated customer concerns via phone, email, in-person, and social media.

● Built strong relationships with high-level executives, superintendents, warranty representatives, trade partners, and homeowners to achieve growth and retention in business. Customer Service Representative (CSR) 2014 - 2015

● Exceeded all productivity goals which included processing a high volume of typed worked orders, phone calls, and email responses within very short turnaround times. Met 100% returned call and email rates on a daily basis.

● Served as Account Representative for high profile and/ or distressed accounts.

● Trained in all New Production positions gaining an understanding of 11 departments which allowed the warranty processes to become its own department.

● Typed new install orders for semi-custom builders and maintained all warranty contracts.

● Assisted in changing the culture in a growing company to be led with listening, dedication, and serving others.

RE/MAX, Braselton, GA

Office Manager/ Property Manager 2009 - 2014

● Reporting directly to the Owner, managed 3 locations while continuing to increase business during the market downturn by displaying competency, honesty and optimal customer service.

● Expanded Property Management division from 20 properties to over 110 in 3 years.

● Performed all bookkeeping tasks including the processing and signing of Trust, Operating, Commission and Property Management Accounts, financial reporting and preparing 1099s.

● Prepared detailed, customized contracts and met with clients and potential clients to discuss terms.

● Created thorough application process for potential Tenants, processed and deciphered background checks and discussed results with property Owners without violating privacy or ethic regulations.

● Addressed all Homeowner and Tenant needs including maintenance coordination, billing/ payments and other communications.

Listing Specialist/ Executive Assistant 2005 – 2009

● Continuously cross trained and developed into new roles in order to improve company productivity and profit margins.

● Obtained new clientele by competently explaining company services and maintained existing clients by offering irreplaceable customer service and efficiency.

● Performed monthly bank reconciling for 5 highly active accounts.

● Worked directly with Real Estate agents to meet any needs to include assistance with personal marketing or technology, office invoices, scrubbing leads, etc.

● Attended to all incoming calls and emails including those that may result in obtaining a new business or diffusing of an unsatisfied client.

● Assisted to progress the company in accordance with the most current advertising and communication for the industry by researching and scheduling technology related classes, training the associates and staff on new systems, composing easy to understand instruction manuals and meeting with vendors to discuss new options.

● Handled all data entry and all accounting, and client software specialized programs used include; SWIFT, Lonewolf, GAMLS, FMLS, NAVICA, Transaction Desk, Authentisign, Buildium, Top Producer, FRAMES and all Microsoft Office products.

● Created and maintained an organized filing system implemented for the company. Activities and Achievements

Voted company most influential employee 2019

Held Leadership forums on behalf of employer 2018 - 2020 Voted company’s Leadership award 2017, 2018

Completed Myers Briggs Leadership training 2018

Received Employee of the Year award 2014

Certified and Approved Adoptive Parent of Special Needs Children State of GA 2010 Guest speaker to potential adoptive parents 2011 - 2018 Board member and Volunteer with Adventure Bags, Inc 2011 - 2020

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