Customer Service Manager

Katie Rogerson

*********@******.*** 207-***-**** Sandy Springs, GA

SUMMARY

Customer service professional with 10 years of experience, including a role as Regional Customer Service Manager at ARC Document Solutions, adept at managing customer accounts, resolving conflicts, and enhancing customer satisfaction. Proven track record of exceeding sales quotas and fostering positive communication. Skilled in CRM tools, team training, and operational management, seeking to leverage expertise in a Customer Service role. WORK EXPERIENCE

ARC Document Solutions LLC Remote

Regional Customer Service Manager Sep 2022 - Dec 2024

• Managed customer service operations across 17 locations in the Southeast region, facilitating the resolution of customer conflicts and reporting outcomes to enhance service quality.

• Averaged 900 positive Google reviews annually by monitoring and assisting with online feedback initiatives, contributing to the company’s positive reputation.

• Provided strategic input and training in weekly manager meetings, and generated monthly reports on new credit applications to support informed decision-making.

Branch Manager Dec 2020 - Sep 2022

• Exceeded sales quota by 23%, achieving $964,418 EBT, while ensuring top-tier customer service and satisfaction.

• Oversaw fiscal and operational responsibilities, including managing departmental activities within budget and timescales, maintaining inventory controls, and ensuring timely branch reporting.

• Led branch performance evaluations against established standards, providing guidance and corrective actions to optimize staff productivity and departmental outcomes.

• Fostered a professional work environment by troubleshooting and resolving customer complaints, maintaining facility security, and aligning operations and sales processes to drive business success. Lowe's Home Improvement Macon, GA

Department Manager Feb 2019 - Jun 2020

• Led the management of Appliance, Kitchen Cabinets & Millwork departments, consistently exceeding sales quotas in the Appliance department each quarter and supervising a team of 10 employees.

• Coordinated inventory and installation services, ensuring efficient operations and customer satisfaction by liaising with vendors, installers, and customers.

• Developed training programs and work schedules, fostering a productive work environment while addressing and resolving both employee and customer issues effectively. Elite Environmental Services, LLC Macon, GA

Account Manager Oct 2017 - Oct 2018

• Managed 26-30 client accounts and coordinated a team of 40 employees, ensuring high-quality professional cleaning services and maintaining strong customer relationships.

• Developed and executed action plans, including site visits and inspections, to address customer needs and resolve complaints efficiently.

• Conducted training sessions for new employees and participated in community events to foster business growth and strengthen local partnerships.

Texas Freight Services Inc. Jeffersonville, GA

Operations Jan 2016 - Jun 2017

• Managed end-to-end logistics operations, ensuring timely and efficient transport from pickup to delivery, and maintained compliance with transportation laws and DOT procedures.

• Negotiated rates with brokers and managed billing processes to ensure accurate invoicing, adhering to company guidelines and enhancing operational efficiency.

• Developed marketing strategies to attract new CDL drivers and Diesel Mechanics, while monitoring fuel levels, driver expenses, and performance to minimize business risk. Abercrombie & Fitch/Hollister Co. Bangor, ME/Douglasville, GA Assistant Manager Sep 2014 - Jun 2015

• Developed and implemented a weekly recruiting strategy, effectively identifying and hiring top candidates in alignment with company guidelines.

• Executed quarterly floor-sets and biweekly updates while adhering to strict timelines, and analyzed sales results to monitor performance and enhance competitive positioning. Sherwin-Williams Bangor, ME

Sales Associate/Internship Feb 2013 - Sep 2014

• Facilitated sales and customer service by assisting professional contractors and retail customers in selecting appropriate paint products and ensuring their needs were met for successful project completion.

• Contributed to marketing and merchandising efforts through the implementation of plan-o-gram and pricing systems, while managing inventory through monthly audits and stock replenishment.

• Supported business operations by handling financial reports, managing accounts receivable, and participating in delivery scheduling and competitive product analysis. EDUCATION

Husson University, School of Business

Master of Business Administration, Business Administration Bangor, ME

May 2014

Husson University, School of Business

Bachelor of Science, Business Administration, Minor in Marketing Bangor, ME

May 2014

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