Customer Service & Quality Management Leader
Resume:
Shelly Jackson
Customer Service Manager
Contact
*****************@*****.***
Linked.com/in/shellyejackson
Summary
Results-driven Customer Service Manager with 27+ years in manufacturing, specializing in quality management, product development, and team leadership. Skilled in strategy, cross- functional collaboration, and driving continuous improvement. Dedicated to delivering high-quality products, enhancing operational efficiency, and ensuring exceptional customer satisfaction. Education
Macomb Community College
2024-Current
ABA Business Management
GPA 3.580
Deans List 4 consecutive semesters
Key Skills
Problem Solving
Conflict Resolution
Cross-Functional Leadership
Training &Mentoring Performance
Evaluation
Analytical Thinking
Communication
Quality Management & ISO
Continuous Improvement
Experience
DECEMBER 2024 - PRESENT
Quality Manager DME Company
Lead the implementation and continuous improvement of organizational quality strategies, maintaining ISO certification and operational excellence.
Coordinate quality initiatives, manage systems
Track and analyze performance Quality & Safety metrics
Address challenges and support company objectives May 2023 – December 2024
Product Manager DME Company
Guided product success by defining vision, strategy, and roadmaps; led cross-functional teams including engineering, sales, marketing, and support.
Conducted market research, analyzed customer pain points, and performed competitive analysis to inform product development.
Collaborated with stakeholders to make data-driven decisions, ensuring the product’s market success through strategic planning and execution.
Oversaw product lifecycle from conception to execution, aligning market needs with business goals.
FEBRUARY 2021 - MAY 2023
Customer Technical Service Supervisor DME Company
Guided product success by defining vision, strategy, and roadmaps; led cross-functional teams including engineering, sales, marketing, and support.
Conducted market research, analyzed customer pain points, and performed competitive analysis to inform product development.
Collaborated with stakeholders to make data-driven decisions, ensuring the product’s market success through strategic planning and execution.
Oversaw product lifecycle from conception to execution, aligning market needs with business goals
Shelly Jackson
Customer Service Manager
Contact
*****************@*****.***
Linked.com/in/shellyejackson
Experience
APRIL 2014 - FEBRUARY 2021
Customer Care Specialist Lead, Southern Territory DME Company
Maintained and strengthened relationships with clients across the Southern United States, ensuring high levels of customer satisfaction.
Addressed and resolved customer complaints and quality issues promptly, enhancing overall customer experience.
Collaborated effectively with internal departments to resolve issues and improve service delivery.
Provided exceptional customer service, fostering long-term loyalty and trust.
Contributed to continuous improvement initiatives by identifying and addressing recurring customer concerns.
Managed multiple accounts and prioritized tasks to meet customer needs efficiently.
Education
Macomb Community College
2024-Current
ABA Business Management
GPA 3.580
Deans List 4 consecutive semesters
Key Skills
Problem Solving
Conflict Resolution
Cross-Functional Leadership
Training &Mentoring Performance
Evaluation
Analytical Thinking
Communication
Quality Management & ISO
Continuous Improvement
JULY 2013 – APRIL 2014
Sakes Support Associate DME Company
Supported daily activities of the internal sales team to ensure smooth operations.
Followed up with customers daily to review quotes and process orders.
Maintained, organized, and distributed product literature and information to customers.
JULY 2006 – JULY 2013
Customer Service Training Coordinator DME Company
Created and implemented comprehensive training programs for new customer service representatives, including system, product, and phone etiquette training.
Developed ongoing training plans for all levels of representatives to ensure continuous skill development.
Managed training initiatives while maintaining responsibilities as a customer service representative.
JUNE 1998 – JULY 2006
Customer Service Representative DME Company
Answered phone calls and processed mail orders to ensure timely customer service.
Troubleshot customer issues and collaborated with internal departments to resolve concerns effectively.
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