Customer Service Project Management

Megan Kaminsky

**** * **** **. *** *

Milwaukee, WI 53214

Phone: 414-***-****

Email:*******@*****.***

Professional Summary

Highly knowledgeable and skilled Customer Service Leader with excellent interpersonal communication skills (both written and verbal) and strong mentorship and coaching abilities. Over 20 years of Customer Service leadership, with an emphasis on helping associates balance sincere empathy with transactional efficiency and sales and project management acumen. Proactive, customer-minded professional with excellent organizational skills. Significant successful experience in improving the performance of struggling teams through clear expectations and strategy awareness.

Core Qualifications

●Excellent managerial interpersonal and communication skills

●Good written and verbal communication abilities

●Effective at associate empowerment

●Solid experience with PowerPoint, Excel, Outlook and Word

●Strong technical and tactical skills; capable of quickly mastering new systems and work flows

●Excellent collaborator with peers, leaders and associates

●Excellent documentation and time management skills

●Strong experience with Sales Force

●Years of experience with SAP

●Experience with Workday

●Experience with Jira

Experience

Export Supervisor 6/2023-1/2024

Saputo, USA

Major Responsibilities:

Create customer orders, validate pricing, weight, and incoterms.

Request and confirm bookings freight forwarders.

Create shipments in SAP to ensure freight invoicing is accurate

Prepare and ensure accuracy of export documents as required by country, such as but not limited to, Commercial Invoice, Packing List, Government Certificates, Original Bill of Lading, Sea Waybill, AES filings, and Certificate of Insurance.

Process and review letters of credit and payment confirmation from customers

Partner with third party vendors and systems to create, update and submit required customer data.

Manage deadlines to ensure customer receives export documents prior to product arriving at port destination.

Maintain ship schedule document and report on the status of export orders in weekly team meetings.

Monitor order status and material availability with 3PLs, Plant, Production and Sales.

Prepare internal and external customer correspondence (email, memo, documents, etc.)

Minimize or eliminate negative impacts to the customer.

Maintain Broker Commissions files.

Build strong relationships with our cross functional teams

Logistics Supervisor Import Export 9/2019-6/2023

Regal Rexnord

Major Responsibilities:

●Dedication to 80-20 over serve strategies

●Drives continuous improvement initiatives within the department

●Created and KPI’s for the Export department

●Created SOP’s to make future training seamless

●Collaborates with other teams to drive resolution/shipment on open order reports

●Assists in creating standard operating procedures to ensure a consistent customer experience

●Assists team with internal & external customer inquiries utilizing established standard operating policies & procedures

●Responsible for building strong customer relationships and delivering customer-centric solutions

●Works with internal partners (Credit, Planning, Shipping, etc.…) to drive resolution on customer-impacting issues

●Leads training initiatives within department and works with Supervisors in the creation of Training Tools and Job Aids

●Leads assigned team in the support of corporate initiatives designed to over serve our customers while providing an effortless customer experience

●Serves as an escalation point of escalation for the assigned team

●Work with internal teams with a high sense of accountability and urgency

●Handles complex customer inquiries with expanded product knowledge and is a resource for the team

●Assists in providing coaching to the team to drive an industry leading experience

●This is in addition to all responsibilities of the Export Coordinator role

Customer Care Supervisor – International 3/2021-3/2022

Regal Rexnord

●Supervises international customer care advocates

●Achieves KPIs by proactively addressing customer issues/gaining VOC

●Deploys 80-20 principles for overserving our strategic customers by appropriately automating/segment/prioritizing work for our Strategic Customers

●Focuses in driving increased levels of customer satisfaction and service levels

●Proactively identifies potential issues and effectively involves others to drive resolution; handles routine escalations

●Guides team to educate customers on automation tools available

●Contributes to driving account growth by reviewing customer scorecards for areas of improvement and driving process change

●Uses established best practices in VDM (Visual Daily Management) to trend, establish root cause, engage collaborative internal departments, and escalate call-to action

●Embraces the RBS/Lean Culture by effectively using tools and following a disciplined RCCM approach

●Drives initiatives/goals forward by leveraging project management tools (Action Plans)

●Hires “A” players who drive a best-in-class customer experience

●Works with Manager to effectively deploy technological enhancements that will drive productivity

●Knowledge of export rules and regulations, free trade agreements, and international banking documents, as relevant

●Responsible for ensuring adequate coverage for daily team workload as it relates to staffing, call queue work and cases in Salesforce.com

●Develops a team through training, coaching, providing balanced performance feedback and guiding development plans. Holds associates accountable that are not meeting expectations

●Drives Associate Engagement by promoting teamwork, recognizing success, and encouraging open communication

International Customer Care Advocate I 9/2019 –3/2021

Regal Rexnord

●Primary customer contact

●Answers standard inbound calls and SalesForce cases

●Makes outbound calls as needed to clear up customer issues

●Manages email as well as other electronic communications in a fast-paced call center environment

●Receives, processes, and follows up on customer orders as well as order changes to include quotations, pricing, availability, order follow-up and confirmation of shipment dates

●Communicates with various internal customers regarding credit holds, order status, scheduled shipment dates or other customer related inquiries as required.

●Provides timely updates on order status, scheduled shipment dates, and other customer related inquiries as required

●Responsible for initiating and processing returns through final resolution

●Supports Account Managers to ensure highest level of customer satisfaction as well as to proactively identify issues based on customer interactions

●Maintains customer profile sheets

●Effectively manages open customer cases in SalesForce

Customer Service Supervisor 1/2017 – 7/2019

Waste Management

Menomonee Falls, WI

●Provided day-to-day management and support to customer service staff.

●Provided input into termination, compensation, and promotion decisions.

●Monitored and evaluated customer service performance. Identified operational issues and process improvements and implemented strategies to improve performance.

●Monitored call center schedules, training time and performance forecasts to ensure service levels remained at or above set goal, including individual sales goals of over $500k.

●Evaluated customer feedback through various channels. Identified process improvements and implemented performance improvement mechanisms.

●Communicated and enforced company policies and procedures and developed and implemented customer service performance standards.

●Mentored Lead Customer Service Representatives and provided guidance to continue growth in customer service organization.

●Determined training needs and established programs.

●Compiled all customer service reporting requirements. Developed and analyzed budgets, reports, and financial data.

●Investigated and resolved escalated customer service inquiries.

●Backup for payroll and skilling and for all Customer Experience leadership as well as all center Customer Experience Management Scorecard reporting

Customer Service Coach 7/2014 –12/2016

U.S. Cellular

Waukesha, WI

●Supervised, coached and mentored multiple teams of associates responsible for delivering superior customer service while handling a large volume of inbound calls regarding wireless products and services

●Performed full scope of talent management including interviewing and hiring

● Development activities, including all aspects of the performance management process, performance and behavior assessment, feedback, coaching, career planning and guidance, corrective action and training

●Analyzed information related to behaviors and metrics to develop action/development plans to attain business imperatives

●Monitored daily team and queue performance, understands the impacts to the business and takes appropriate action

●Drove customer engagement to attain and retain customers to achieve positive customer base growth

●Resolved and/or addressed more complex customer issues or questions, which includes taking escalated calls from customers/associates

●Ensured standards for quality and performance are achieved

●Interpreted data analysis including statistics and trends for the team’s performance

●Communicated, interpreted and ensured compliance with USCC policies, procedures and goals as they apply to area of supervision

Customer Service Associate 4/2011-7/2014

U.S. Cellular

Waukesha, WI

●Provided efficient, proactive and thorough telephonic service to U.S. Cellular customers regarding billing, data and cellular services and products

●Managed high call volume while providing technically accurate, empathetic service

Roaming Technical Support Representative 12/2009– 4/2011

U.S. Cellular

Waukesha, WI

●Provided efficient, proactive and thorough telephonic service to U.S. Cellular customers regarding technical issues related to handsets, data, roaming, voicemail and other systems

●Provided superior customer service and resolution in a timely and efficient manner

●Served as liaison between customer service representatives and clients

Service Desk Technician 6/2006 – 5/2009

Manpower

Milwaukee, WI

●Provided customized solutions to Manpower employees as technician on the Helpdesk.

●Supported Manpower’s internal clients in the United States, Canada and Puerto Rico with identity and access-related issues

Shift Supervisor 7/2002 – 6/2006

Starbucks Corporation

Milwaukee, WI

●Provided exceptional customer service and product knowledge to Starbucks customer base

●Responsible for:

oBusiness plan implementation

oStrategic planning and decision-making

oTraining and management of twelve-person staff

oPrimary control of inventory control and management

Education

University of Wisconsin-Milwaukee, Milwaukee, WI 1994-1996

Arizona State University, Tempe AZ 1993-1994

Divine Savior Holy Angels High School, Milwaukee, WI 1989-1993

Awards/Special Recognition/Training

U.S. Cellular Waukesha - Associate of the month February 2013

U.S. Cellular Waukesha - Coach of the month November 2014 and March 2016

U.S. Cellular Leadership & Development Training: July 2004 – March 2016

Coaching for Performance; Leading through the Dynamic Lens; Certified Interviewer Training; Diversity Inclusion Training; Leadership Essentials

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