Customer Service Associate Director

Teresa Graham

Phone: 708-***-**** Email: **********@***.***

PROFESSIONAL SUMMARY

Customer-focused operations leader with 15+ years of experience supervising customer service teams and driving service excellence.

Adept at coordinating across Sales, Manufacturing, and Operations to ensure seamless order fulfillment and customer satisfaction.

Proven record of coaching teams, enforcing policies, conducting performance reviews, and implementing programs that minimize complaints and elevate service delivery.

Known for building strong customer relationships, resolving escalations efficiently, and aligning service strategies with business goals.

CORE COMPETENCIES

Customer Service Operations Team Leadership & Coaching Order Management

Performance Evaluation Sales & Manufacturing Coordination Conflict Resolution

Complaint Handling Process Optimization Policy Enforcement

Cross-functional Collaboration Critical Customer Engagement Customer Communication

PROFESSIONAL EXPERIENCE

Associate Director of Customer Care

Icon Protection – Tinley Park, IL Dec 2016 – May 2025

- Supervised a team of 15+ Customer Service Representatives, providing training, coaching, and performance oversight.

- Enforced company policies and conducted annual performance and compensation reviews for CSRs.

- Worked cross-functionally with Sales and Manufacturing to resolve scheduling issues and ensure timely order fulfillment.

- Developed strong relationships with key accounts and handled complex inquiries and escalations.

- Led initiatives that improved service delivery and reduced customer complaints by 30%.

- Stepped in to support CSR functions during high-volume periods or staff absences.

Manager, Customer Service

Fuchs Lubricants – Harvey, IL Oct 2005 – Dec 2016

- Directed daily customer service operations, ensuring SLA compliance and customer retention.

- Managed SAP ERP integration to improve order tracking and service response.

- Built KPI dashboards and led training to improve efficiency and accuracy.

EDUCATION

Bachelor of Science – Mass Communications

Illinois State University – Normal, IL

CERTIFICATIONS

- Lean Six Sigma

- Certified Customer Service Professional (CCSP)

- CSAT Performance Certification

- 3M Managing Total Quality

- Inside Out Coaching & Training

TECHNICAL SKILLS

ERP & CRM: Salesforce, Oracle NetSuite, SAP S/4HANA, Microsoft Dynamics 365, SYSPRO

Contact Center Tools: Avaya, Zendesk, Grove Order Management, Google Call Tracking

Productivity Tools: Microsoft Office, Excel, SharePoint

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