Customer Service Manager

Robyn Shaver

*****.******@*****.*** 571-***-**** Lorton, VA

SUMMARY

Seasoned professional with 23 years of experience, adept in customer service, contract procurement, and office management. Skilled in fostering communication, problem-solving, and maintaining financial accuracy. Seeking a Customer Service Manager role to leverage expertise in client satisfaction and operational efficiency. WORK EXPERIENCE

USA Technology, LLC Fairfax, VA Office Manager/Customer Service Manager May 2007 - Nov 2024

• Managed scheduling and calendars, booked appointments across all divisions, led CSR group trainings and 1:1 meetings to meet individual and group KPIs. Maintained excellent client relations and problem-solving to meet clients needs.

• Light AR/AP duties, processed bi-weekly payroll, billing.

• Managed daily financial report generation and distribution to department leaders, ensuring accurate and timely insights into departmental performance.

• Conducted daily managerial meetings to address current issues and strategize daily operations, fostering an environment of continuous communication and problem-solving.

• Oversaw the review and verification of invoice and purchase order coding to guarantee correct entry into QuickBooks, maintaining financial accuracy and compliance.

• Handled the billing process for approved project estimates and executed project closure procedures, including gross profit margin analysis for financial assessment.

• Handled the billing process for approved project estimates and executed project closure procedures, including gross profit margin analysis for financial assessment. Atlas Manassas, VA Purchasing Coordinator Jun 2004 - May 2007

• Coordinated procurement of equipment and parts for company projects, maintaining adherence to budget constraints.

• Negotiated product pricing with vendors to secure cost-effective purchasing agreements. Simpson Heating & Cooling Fairfax, VA Customer Service Representative Aug 2001 - Jun 2004

• Managed a multi-line phone system, ensuring efficient scheduling of client appointments and technician dispatches.

• Maintained and promoted customer contract agreements, contributing to consistent service delivery and client satisfaction.

• Achieved set contract goals, demonstrating commitment to organizational objectives and performance standards. EDUCATION

Robert E. Lee High School

Diploma, General studies

NVCC

Coursework, English and Business Management

CERTIFICATIONS

Marketing

Sales / Financing

Customer Retention

Membership Sales

Service Management

Various Service Titan Certifications

Springfield, VA Jun 1999

Woodbridge, VA 2002

SKILLS

Customer Service • Contract Procurement • Excel • Word • Excellent Communication • Data entry • Skills: Microsoft Office proficiency • Basic accounting principles • Communication skills

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