Manager Customer Service

Theresa Nielsen

**** *. ***** ******

Gilbert, AZ 85295

H: 480-***-**** Home

C: 480-***-**** Cellular

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

QUALIFICATIONS

o Proven, long-term commitment with dedication and enthusiasm.

o Professional qualifications proven by consistent success in growing company.

o Adaptive, flexible and eager to accept new challenges.

o Exceptional organizational skills as an adept multi-tasker and detail-oriented professional.

o Strong customer service, customer relationship, human resource and motivational skills.

o Intuitive – excellent communication skills.

AREAS OF EXPERTISE

• Financial and Operational analytic skills

• AS400 Computer System

• Customer Relationships

• Safety Awareness and Training

• Superior Time management and Problem Resolution Abilities

• Solid understanding of regulatory compliance issues.

EMPLOYMENT HISTORY

Reddyice, Phoenix 2001 to 2010

Regional Manager

Responsible for 12 facilities generating $45M annually in sales. Responsibilities included: financials, safety regulations, budgets, operational efficiencies and human resources issues. Additional focus on team work and employee satisfaction in work environment. Approved all A/P and P-cards and helped collect tough A/R.

• Most profitable region for past three years. 3 facilities had 5% ebitda increases over the past three years with focus on consolidations and cost awareness.

• Responsible for reviewing all month end financials

• Implemented safety awareness and a professional working environment in all facilities through mandatory training.

• Responsible for budgets, forecasting, ensuring OSHA/DOT compliance, and producing a quality product.

• Coached and lead teams using KPIs and scorecards. Supported and communicated sales and cost plans to all facilities.

• Responsible for profit attainment, financial and operational planning, payroll and employee performance

Reddy Ice, Phoenix 1995 to 2001

Plant Manager

Managed a staff of 100 employees generating annual sales of 22M. Built a team atmosphere for success. Provided an account presence in support of client satisfaction. Ensured compliance will all safety practices.

• Ensured all Standard Operating Procedures are in place and being followed.

• Executed training principles for all new hire positions.

• Consistently met tough sales and ebitda expectations set by corporate office.

• Developed succession plan for all leadership positions.

Sparkle Ice, Phoenix 1989 to 1995

Office Manager

Supervised office personnel ensuring all duties were performed accurately and timely. Supervised and trained clerks, audited processed work, and researched and corrected accounts. Responsible for all administrative functions, payroll, data entry, budgets, receivables, and payables.

• Monitored work-in-progress and reassigned staff as needed

• Developed the annual budget including revenue projections and operating expense forecasts

• Established goals for the department, administered performance evaluations, trained and promoted continuing education activities, interviewed and hired employees.

• Ensured quality of work process through audits.

EDUCATION

Rocky Mountain College, Billings, MT. 1989

B.S., Accounting

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