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Customer Service Manager

Bristol, Rhode Island, 02809, United States
March 28, 2012

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Melysa Bortone

**** **** ****** *******, ***** Island 02809

646.***.**** ******.*******@*****.*** ___________________________________________________________________________________________________________

Employment History:

September 2009 - July 2011

July 2007 - July 2008

A&H Manufacturing, Johnston, Rhode Island

Assistant Customer Service Manager

Responsibilities: Provided daily support to the customer service manager and reps; created and maintained sales and statistic charts and graphs; ensuring flawless communication between manufacturing and customer service; weekly audits of ISO (International Organization for Standardization) forms and standards within the customer service and sales departments; Quality Control of company owned product; maintain stock levels of all company manufactured product; maintained communication between the customer service and sales department to ensure proper communication; daily communication with both A&H Taiping and A&H Qingdao (China) factories, researched and documented all manufacturing material rejection notices, partner with billing department to ensure proper billing of customer responsible inventory; maintained accounts for representatives out of the office; account conflict resolution and maintenance of high profile accounts.


- Increased communication between the sales department and customer service

- Created and improved all department charts and graphs for statistics relating to sales and customer service, allowing for more accurate analysis of performance

- Developed a formula to both enter and maintain all stock orders produced in both US and China factories

- Developed a standard system of monitoring all stock production and usage that was implemented company wide

- Developed an operations manual for the assistant customer service manager position, including a training outline

January 2007 -- July 2007

A Better Sound, East Providence, Rhode Island

Operations Manager

Responsibilities: Provided administrative and accounting support to both business and personal accounts of owner; coordinated

appointments for owner; handled accounts payable including payroll and monthly bills; coordinated and generated all wedding

invitation sales; interviewed potential contractors; office coordination; maintained proper supply levels and appearance of office;

traveled to company office in Boston to meet with potential clients; represent company and generate sales through attending multiple

trade fairs; creation and maintenance of sales, accounting and event spreadsheets; marketed company at bridal events, through

mailings, and client meetings


- Satellite manager of A Better Sound Chicago with responsibilities including maintenance of all client relations, generating sales, and vendor coordination and relationships

- Developed a higher level and standard of organization within office

- Improved communication to clients through follow up and timely responses

- Improved accounting practices and awareness by establishing concise practices and accountability

- Increased communication to contractors via more thorough and streamlined process planning

- Increased productivity of office through an updated filing system, including event specific filing making information more accessible

April 2004 – August 2006

Kate’s Paperie, New York City

Senior Manager of Custom Printing

Responsibilities: vendor relations; guidance for clients in choosing the correct look, style, and design for their event needs; lead the department in sales and organization; broadened the styles and design of products the department produced; analyzed weekly and monthly sales reports; employee management; scheduling; training; vendor relations; promoted and hosted bridal information events focusing on clients understanding of etiquette and design


- Increased sales over previous years by thirty percent

- Increased corporate accounts by twenty five percent

- Increased organization and communication through creating a communication binder and an updated filing system

October 1999 – December 2003

Williams-Sonoma, Inc., New York City

Store Manager

Responsibilities: hiring; scheduled 50-150 associates; balanced budget and payroll; human resources; training; product knowledge education; partner with corporate buyers and planners to introduce specialty products based on customer demand and stock levels; visual merchandising; wrote and delivered performance reviews; inventory management; analyzing profit and loss reports; organizing and developing special events involving various guest appearances and themes.


- Manager of first flagship store in the company network

- Integral role in redesigning store layout; opening new store locations; closing and/or relocating stores

- Developed staff programs focusing on policies, procedures, and customer service to better serve customers and facilitate staff efficiency

- Head of numerous departments, increasing sales over company expectations


- Fluent with Microsoft Office package (Word, Excel, Outlook) Highly proficient with Internet browsers and online database utilities for research purposes

- Strong written and verbal communication skills; skilled in both interpersonal communication, and public speaking

- Strong background in arts and design (focus in photography, design and bookmaking); used professionally to enhance store design, layout, and product presentation

- Retail Math

- Formal ISO (International Organization for Standardization) training

- Quality Control standard knowledge of printed, molded and manufactured materials

- Quickbooks

- Lotus Notes

- AS400 Software


Pratt Institute, Brooklyn, NY; achieved Bachelor of Fine Arts, May 2000

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