Customer Service Manager

Melissa Elizabeth Ens

Results-Driven Leader Dedicated to Optimizing Customer Success

St. Louis, Missouri 63042 314-***-**** ******@*****.*** Executive Profile

Accomplished Customer Service Manager eager to contribute 15+ years of experience in Relationship Building, Strategic Planning, and Program Development toward maximizing a top employer’s success

Influential self-starter who quickly rectifies on-site and virtual challenges by streamlining operations, eliminating customer-related discrepancies, and adapting to evolving scenarios in fast-paced environments

Prioritize and manage multiple projects while achieving on-time, on-budget, high-quality, and KPI goal

Dynamic communication and interpersonal relation skills with a continual commitment to directing, managing, and training high-performance teams

Adept at quickly earning the trust, confidence, and respect to cultivate positive relationships that lead to increases in satisfaction, retention, and repeat business with customers Highlights & Achievements

Effectively handled up to 10K calls and 9,400 emails per month

Achieved 98% customer retention using outstanding customer service skills and strategies

Drove a decrease in warranty claims by 25% by restructuring the lead generation department

Successfully improved freight claim refunds by 35%

Served an integral role as Subject Matter Expert (SME) for the company’s phone system Career Track

CULLIGAN WATER – CHESTERFIELD, MO 2021 – 2022

OFFICE MANAGER

• Streamlined and expedited office operations to maximize productivity and customer satisfaction

• Delivered outstanding service by quickly greeting customers, determining their needs, and addressing their concerns or inquiries

• Delegated daily tasks and assignments to office staff

• Efficiently prepared and processed payroll in a timely fashion

• Provided dynamic accounting support to staff by managing AR / AP operations RENEWAL BY ANDERSON – ST. LOUIS, MO 2021

CUSTOMER SERVICE MANAGER

• Displayed a friendly and professional demeanor when addressing the needs or concerns of customers

• Offered the necessary resources and training for staff to succeed in meeting company objectives

• Consistently ensured operations were in compliance with corporate policies and procedures

• Productively managed relationships with key B2B accounts to encourage repeat business and satisfaction NORDYNE – O’FALLON, MO 2007 – 2021

CUSTOMER SERVICE MANAGER; 2013 – 2021

INSIDE SALES REPRESENTATIVE; 2007 – 2013

• Effectively managed, motivated, and coached a high-performance team with up to 12 employees

• Strategically coordinated, planned, and managed multiple programs and front desk operations for the large- scale manufacturer of high-value heating and air solutions for residential and commercial HVAC markets

• Skillfully developed and implemented a lead generation program to achieve new business growth

• Played a vital role in ensuring the seamless operations of the project life cycle for a new phone system

• Remained in constant contact with inventory and warehousing departments to communicate product availability and special requests

Melissa Ens 314-***-**** Page 2

Career Track Continued

SOURCE ONE PACKAGING – ST. CHARLES, MO 2006 – 2007 MANUFACTURING SALES REPRESENTATIVE

• Built long-term relationships with clients to maximize retention

• Produced in-depth reports that highlighted sales forecasts and performance

• Controlled ordering and inventory to maintain optimal stock levels of products

• Kept lines of communication open with key partners including Bunzl Distributors, Schnucks, and Dierburgs to discuss pertinent information and updates

Additional Work Experience

Regional Coordinator: National / Midwest Accounts Customer Service Representative Education

Certificate in Executive Management & Leadership, Notre Dame Technical Efficiencies

Microsoft Office Suite, SAP, Workday, ADP, Scale, CRM, AS400, Cisco

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