Customer Service Support

CHERYL DUPREY

Douglas, MA ***** 401-***-****

*********@*****.***

CUSTOMER SUPPORT MANAGER

Proven leader with excellent communication, management, and coaching skills. High performance professional known for innovative and creative solutions that improve process and yield results. Highly motivated individual with strong organizational skills and the ability to develop and create effective teams. Recognized for developing strong customer relations, both internal and external. In-depth understanding of all functions within a business which enables full turnkey solutions that work for the business.

CORE COMPETENCIES

SAP Super User IU5-Vendor Payment Process Compass-New Account Process/System Microsoft Office Suite GAN-Compliance, Leap-Contract/Agreement Repository Visio JBA and JDE (AS400) Systems, Prophet

ADP Payroll System Microsoft Teams Net Suite- CRM Intelli-Chief-Workflow Management Shopify

Customer Centric Focus Process Design and Improvement Time Management/Organization Customer, Vendor & Program Account Management Lean Principles in an Admin Environment (Value Stream Mapping, Voice of Customer, FMEA, Rapid Problem Solving, Root Cause Analysis, Visual Management, 5S, Built in Quality).

EXPERIENCE

A.T. Cross, Providence RI May 2024-Present

Customer Service Manager-

Account Management for Amazon, working with Retailer suppliers’ system and EDI.

Account Management for Staples Canada, working with Retailer suppliers’ system and EDI.

Provided training, feedback, and guidance. Developed plans aligned with company goals and employee's skillsets.

Worked closely with customers, sales, finance, and marketing.

Created and implemented processes and operational policies.

Escalation lead in the immediate solving of any unusual or urgent customer issue.

4 Direct Reports supporting several different Channels. Provided training, feedback, and guidance. Developed plans aligned with company goals and employee's skillsets.

HONEYWELL, Smithfield, RI 2020 - 2023

Commercial Excellence Sales Support Specialist

Fast-paced, rapidly changing environment where risk-taking is acceptable and successfully managing multiple projects simultaneously is required. Strong skills in sales, marketing, and business management. Responsible for selling Personal Protective Equipment. (Hearing (ear plugs, Earmuffs), respiratory, eyewear, gloves, etc) Good understanding of guiding regulatory organizations.

Analyze supply agreements of key customers and ensure all customer requirements are defined, agreed to, and communicated through all functions. (Legal, logistics, supply chain, customer service, finance).

Assisted sales in projecting additional costs of programs when negotiating new customer offerings.

Documented and communicatee to Sales, Customer Care, Supply Chain & EDI team on all special customer requirements and potential costs, particularly when on-boarding new customers.

Work with Retailer suppliers’ systems. Working closely with customers (score cards) and cross functionally to monitor contractual program incentives, penalties etc. and ensuring timely payment.

Escalation lead in the immediate solving of any unusual or urgent customer issue.

Serve as the lead coordinator of all new rep on-boarding processes including working closely with sales and finance. Setting up new reps as vendors as well as maintaining manufacturer rep contract database.

NATIONAL MARKER, North Smithfield, RI 2019

Inside Sales Manager

Coached and motivated representatives to maximize their growth within the organization.

Provided training, feedback, and guidance. Developed plans aligned with company goals and employee's skillsets.

Conducted annual performance appraisals; made salary and promotion recommendations and addressed personnel issues as necessary.

Utilized company rewards and recognition programs to acknowledge individuals.

Built enthusiasm and trust within the team; we win and lose as a team.

Provided clear expectations and goals. Constantly measuring success and insuring we have the right measurements.

Ability to challenge and inspire growth. Provided strong and consistent communication.

Understands the importance of empathy for all customers, both internal and external.

Active listening skills.

Worked closely with customers, sales, finance, and marketing.

HONEYWELL, Smithfield, RI 2008 - 2019

Process Improvement Leader, 2017 - 2019

Led a team of 20 process improvement specialists. Responsible to drive process improvements in systems and process across 5 separate business to show sustainable process improvement driving efficiency through process focus, systematic thinking, consistency and customer value, ultimately improving the customer experience.

Order Management/System (SAP) Process Super User, 2012 - 2017

Selected by senior leadership to champion “Customer Experience Project”. Took common business processes across 4 different ERPs to 1 standard ERP; SAP, including development, testing, and production Championed Lean and 6 Sigma principles to implement processes within Order Management/Customer Care resulting in reduction of non-value-added activity.

Process Management

oIntegrative, creative, and analytical thinker with ability to map out processes, coach, and mentor people.

oIdentified gaps between the global template and local business processes, including changes that impacted the business, while proactively engaging in identifying solutions.

oIn depth hands-on knowledge of functional areas within a business.

oStrong multi-tasker in fast paced environment while prioritizing tasks on a consistent basis and within project deadlines.

oLead meetings and trainings while interacting with personnel at varying levels in an organization (from executives to production workers). Decision maker for Order Management function and the business.

Testing & Training Management

oDefined business processes for testing.

Developed training documentation for all Order Management and Cross Functional processes.

oEnsured that all Users understood the new processes and could execute to the required standard.

Change Management

oOpenness to change and ability to lead change within a business environment.

oChampion of the CPS (Common Process Solution). Key communicator in site change management activities.

oResponsible for supporting end users ensuring correct business processes were used.

oKey member of the production support team. Responsible for validating, prioritizing, and escalating, testing, and approving remedy cases (incidents and service requests).

oMentored, coached, and managed a staff of 25-30 people.

Customer Care Manager, Domestic Industrial and International Groups - Call Center Operations, 2008 - 2012

Customer Care Manager, Domestic Industrial and International Groups - Call Center Operations

Developed unique ways to coach and motivate 25-30 representatives to maximize their growth within the organization.

Provided feedback, training, guidance, and development plans aligned with company goals and employees’ skills.

Responsible for creating and implementing processes and operational policies.

Ensure clear KPIs are determined. Maintained department service standards always working towards strong performance.

I interviewed and hired new employees and oversaw the integration of new employees into the department. Defined and communicated departmental goals, expectations, and standards to all employees.

Conducted annual performance appraisals; made salary and promotion recommendations and addressed personnel issues as necessary.

Utilized company rewards and recognition programs to acknowledge individual achievement and exceptional performance.

Organized call center work schedules for coverage and contingency planning for spikes in workflow to ensure service levels were met. Responded quickly and efficiently to needs during high volume situations.

Participated in business initiatives within the department and throughout the organization.

Responsible for designing and implementing a return process using systems and cross functional support.

Acted as a resource for information. Ensured that policies and procedures are up to date. Developed successful teams that excelled through mutual support. Acted as a role model with respect to a level of professionalism.

Demonstrated above-average problem-solving skills while understanding the need for exception processing, which may include creative solutions. Measured customer impact against business risk when making decisions.

Led and managed cross functional teams in the organization, planning and implementation of multiple projects/or programs. Identified priorities and resources related to each initiative. Ensured deliverables were met on time and within budget as required.

EDUCATION PROFESSIONAL DEVELOPMENT CERTIFICATIONS

Westfield State College

Six Sigma Core Green Belt Certified

Leadership & Supervisory Management Certificate– Dan Pelley Educational Service (100 classroom hours)

High Impact Communication Skills for Women – Career Track

Principals and Qualities of Genuine Feedback – Achieve Global

Needs Satisfaction Selling – Achieve Global

Time Management and Telephone Behavior – Achieve Global

Exceptional Customer Service – Fred Pryor Seminars

Strength Finder-GALLUP

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