Customer Service Management
Resume:
Crystal Mooring
Millville, NJ **332
Home: 856-***-**** / Cell: 856-***-****
***************@*****.***
OBJECTIVE
Seeking a management position where my customer relationship management, operations management and sixteen years of business experience can be effectively utilized to improve customer satisfaction and enhance the company's brand name.
COMPUTER SKILLS
• Software: Microsoft Suite, WordPerfect 9/8, Adobe Acrobat
• Programming Languages: Cobol, Pascal, RPG, D-Base
• Computer Systems: BPCS, CICS, RP 2/3, SAP 4.6/3, AS400
PROFESSIONAL HIGHLIGHTS:
MS Suite COBOL
BPCS
Adobe Acrobat PASCAL CICS
WebMethods RPG RP 2/3
AS400 D-Base SAP
BAAN
EDUCATION
Franklin University, Columbus, OH May 2004
Master of Business (MBA) GPA 3.7
Franklin University, Columbus, OH December 2002 BS in Business Administration GPA 4.0
EXPERIENCE
2011-Present State Of New Jersey Department Of Labor Claims Examiner Vineland, NJ
• Reviews and processes unemployment insurance claims and documents
• Interviews claimants and employers to gather facts on claims being investigated.
• Assists in making determinations regarding the payment of unemployment insurance to claimants and the liability of employers for reimbursement.
• Conducts research to ensure adequate documentation was provided to appropriate parties prior to initiating civil processes on collection actions.
2011-2011 Siemens Industries Sales Support Professional Vineland, NJ\
-Temporary position
• Field in-bound customer calls.
• Assists in the project management of SAP related initiatives (proficient in SAP SD)
• Handle and resolve customer problems/issues.
• Assist in processing orders, handling inquiries, and expediting delivery of products in the SAP system.
• Ensure telephone calls are accurately responded to with professional customer service skills.
• Provide administrative and/or operational support as required on moderately complex assignments.
2010-2011 Nesco Resources Document Preparer Williamstown, NJ
-Temporary position
• Instructed staff for the preparation of documents to be scanned into a computer database.
• Supervised staff of twelve preparers which included going through a box of documents and removing staples, folds and generally making a document presentable enough to go through a high speed scanner.
• Ran a high speed scanner.
2005-2008 Teknion LLC Regional Operations Manager Mount Laurel, NJ
-A leading international designer, manufacturer and marketer of office systems and related office furniture products.
• Directed, motivated, led, monitored, and implemented key operations functions for the western region of the country. This included providing direction, motivating, monitoring, and implementing personnel actions to a team of customer service reps, claim reps and project managers.
• Acted on behalf of the organization at the regional level in relation to stakeholders, dealers, customers and sales initiatives and needs as they relate to Teknion responsibilities.
• Effectively built, managed, and sustained a diverse team wherein each employee contributes specific expertise but gains exposure to other related functions.
• Advised higher level executives of status of work assigned and how it relates to the overall mission and what impact or conflict exists.
• Participated in the formulation of short and long range job roles and goals, budget requirements, policies, procedures and practices regarding customer service, claims, project management, and technical activities.
2002-2005 The Glass Group Account Executive/Outside Sales Millville, NJ
- The largest producer of small, specialty molded glass containers in the United States.
• Responsible for using unique selling strategies for selling glass on behalf of one of the largest manufacturers of molded glass United States, which results in a significant sales increases year after year for the company
• Successfully handled Distributor and Cosmetic accounts on the East Coast and Canada and aid in the growth of the business in some of the smaller inactive accounts by 32% the first year, 38% the second year, and 42% in the third year.
• Top cosmetic customers-Fresh, Caswell Massey, and Kolmar. Top distribution customers-Leone Industries, O’Berk, Penn Bottle, I Andler, Brad-Pak, and Champion Container.
• Promoted and sold glass liquor, cosmetic, specialty, and pharmaceutical bottles.
• Successful in communicating orally and in writing with customers and with management in regards to company policies and procedures.
1993-2002 Alcan Wheaton Customer Service Supervisor Millville, NJ
- Major global packaging company generating US$3.5 billion in annual revenues.
• Scheduled, organized, and distributed work to customer service employees while assuring compliance with company procedures, quality standards.
• Hired, trained, instructed, observed and discharged workers.
• Communicated with upper management and other departments to resolve problems and expedite work.
• Helped workers in resolving problems and completing work. Resolved complaints and answered questions of customers regarding services and procedures.
• Maintain daily, weekly, and monthly telephone logs and work orders received by customer service and claim representatives.
• Facilitated open communication and cooperation between management and non-management staff within the department.
• Managed a cross functional team towards the organization's vision, mission, and goals.
1989-1992 Prudential Insurance Company Data Entry Clerk Millville, NJ
• Verified accuracy of data, compiled spreadsheets by combining data from claim forms, telephone calls to and from doctor’s offices.
• Knowledge of ICD-9 codes, medical terminology, and hospital and doctors’ procedures.
1984-1987 U.S. Army Multichannel Communication Equipment Operator
Ft. Campbell, KY
LICENSE, AWARDS AND CERTIFICATES
• MEA Certificate Project Management Workshop April 2008
• MEA Certificate Customer Service Certification March 2006
• AMA Certificate Fundamental Techniques for the New Salesperson July 2003
• Certificate of Appreciation for Excellent Service June 2003
• Franklin Centennial Award Scholarship for 4.0 GPA December 2002
• Community College Alliance Scholarship (CCA) August 2002
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