Customer Service Manager
Resume:
Developed, implemented and maintained key performance indicators (KPI)
metrics. Improved first-time call response from 92% to 99%. Measured talk time performance and customer satisfaction levels. Increased same-day order entry from 90% to 98.5%.
Highly regarded as a subject matter expert in all aspects of customer service, working with an independent audit firm to conduct an SSAE16 audit. Defined business systems requirements for website sales and participated in testing and implementation phase.
Provided world-class customer service for Harvard University Press, The MIT Press, Yale University Press, De Gruyter, and Birkhäuser Academic Publishers.
Managed a team of representatives providing call center support, order fulfillment, and client and customer response services, significantly improving customer relations.
Reported KPIs and operational activity to the Board of Manager CFOs. Provided proper allocation of products to customers in liaison with sales, production, and distribution.
Worked closely with Distribution and Returns department to improve communication and processes.
Monitored and maintained EDI and ASN activities for major customers. C O N T A C T
*********.*.*******@*****.***
linkedin.com/in/cjmorrone/
UNIVERSITY OF PHOENIX
MBA, 2015
DAEMEN COLLEGE
BSBA, Business Management
E D U C A T I O N
C O R E S K I L L S
Customer and Vendor Relations
Effective Communication Skills
Operations and Order Fulfillment
Strategic Planning and Execution
Attentive and Responsive
Conflict Resolution
Budgeting and Cost Control
Training and Team Development
Project and Program Management
Performance Metrics and Analysis
Microsoft Word, Microsoft Excel,
Microsoft PowerPoint, Microsoft
Outlook
S U M M A R Y
Results-oriented leader with a track record of delivering world-class service to meet the needs of both management and customers. Skilled in process optimization, troubleshooting, and problem-solving. Collaborative mentor who develops high-performing teams through coaching. Adaptable multitasker who maintains composure while meeting customer satisfaction and company goals. P R O F E S S I O N A L E X P E R I E N C E
TriLiteral, LLC / LCS Communications / Lakeside Book 2001 - 2024 Customer Service Manager
Swarovski North America 1999-2001
Customer Service Manager
A.T. Cross 1997 - 1999
Customer Service Manager
Managed the Collector’s Society with over 500 members, overseeing member subscription entry and processing, discount control, and invoicing. Also managed order entry, returns, and call center activity. Collaborated across departments to provide support and drive continuous improvement, enhancing customer service with improved accountability and accurate billing.
Served as a subject matter expert for the SAP company transition team. CATHERINE J. MORRONE
Customer Service Leader
Project Lead for implementing a new phone system with ACD capabilities. Managed a department of 25 employees, overseeing consumer relations and both domestic and international retail accounts.
Participated as a subject matter expert in continuous improvement teams focused on customer service, order fulfillment, and metrics management. Cumberland, RI
Cranston, RI
Lincoln, RI
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