Customer Service Special Projects
Resume:
Dawn Cloe
*************@*****.***
About Me
Exemplary Operations and Customer Service professional seeking challenging new industry. Propensity to delve into standard operating procedures and processes, existing or abstract. Achieves success by documenting and streamlining the service path forward to attain 100% customer satisfaction, increased retention, and revenue.
Special Projects/Segrera (Kaseya)
12/04/2023 to 3/8/2024
Detailed issues and gaps in contractor reporting, rates, contracts and payment agencies.
Compiled and validated contractor survey responses and subsequent uploads to Bamboo HR.
Created tracker and researched all NS and EVISORT documents to track contracts, MSA’s and SOW’s for all contractor vendors.
Assisted as needed with A/P and A/R projects.
Customer Service Manager Jewell, a CRH Company
9/2014 to 7/31/2023
Executive Highlights
Created 5-year roadmap aligned to executive vision.
Delivery targets of 98% on-time SLO, 92% SLA, and 100% customer satisfaction provided
Responsible for implementation of roadmap with complete oversight and ownership.
Maintained 93.5% SLA throughout roadmap lifetime
Maintained 100% customer satisfaction throughout roadmap lifetime
Customer interactions saw 5-year growth of ~2250% (2500 to 57700)
Revenue saw 5-year growth (164M to 264M)
Operations Highlights
Key stakeholder for Plant Operations with responsibilities impacting logistics, material availability, and cost targets.
Central coordinator for all order changes, compliance coding, notation, and product coverage.
Special Projects
Identified and planned all plant shutdowns, new book of business internalizations, new training guide for retail operation and other business needs as required.
Training Highlights
Identified significant gaps in training development and delivery preceding proposal to centralize and standard training operations
5-year roadmap for training operations overhaul accepted with executive buy in, currently in year 3
Scope includes all business units with standardized SOPs driven by operational requirements tied to business objectives.
Onboarding overhaul with adherence to training program saw creation of digital and physical material for remote, hybrid, and in-person distribution. Skills matrix by role in progress to be tied into onboarding and professional development.
Purchasing/Inventory Control Manager McDowell & Company
6/1997 to 9/2014
Corporate purchasing and forecasting for distribution of o-rings and seals plus all requirements for high precision manufacturing facility including raw material and services. Total yearly sales $12M. Manage 7 consigned warehouses domestically and internationally. Manage 4 direct staff. Evaluate all new business customers and target margins. Manufactured parts include semiconductor, medical and aerospace industries integral parts.
Accomplishments:
Decreased inventory $4M in 5 months.
Streamlined purchasing database.
Implemented cross-reference parts system.
Maintain 96% on time delivery for suppliers and customers.
Promoted 4 times in 6 years:
Office Manager – managing Dallas, Arizona and Austin sales offices.
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