Manager Customer Service
Resume:
MARC J.THOMPKINS
ROLES:
Customer Service Agent
Operations Manager
Sales Account Manager
Operations Manager
Account Executive/Marketing Manager
TOOLS/METHODS:
Six Sigma, DMAIC, SDLC
MS Project, Visio, PowerPoint, Strategic planning, SWOT analysis, operational plans
INDUSTRY APPLICATION:
Microsoft Word, Visio, Groove, InfoPath, OneNote, PowerPoint, Outlook, Excel, MS Publisher, MS Project Adobe Acrobat 6.0 Professional, Oracle CRM, Margin Minder,SalesForce. Sabre, Qik
EDUCATION:
Texas Christian University
Neeley School of Business
Certificate-Lean Six Sigma Greenbelt -TQA
Felician College
Bachelors of Arts: Business Administration
N.Y.C Technical College
A.A.S: Marketing Management
Professional Associations:
American Society of Quality EXPERIENCE SUMMARY
I am a results oriented strategic leader with over 16 years of extensive experience developing sales and marketing projects aligned with business goals, business operations and providing expertise in the areas of business development, strategic planning and customer service.
Proven record of accomplishment of successfully delivering results on projects consistently on time and within budget.
Strong communication-oriented manager focused on excellent client service, management of client relationships and successful resolution of issues.
11 years of experience implementing wholesale marketing plans for two Fortune 500 corporations.
Ability to effectively perform and clearly communicate in a high stress, rapidly changing environment.
Proven ability to balance strategic thinking with focus on day-to-day work. Effective at working independently with a strong sense of when/how to seek counsel from other business partners to ensure alignment and positive impact.
SKILLS INVENTORY
• Strategic Planning & Development
• Client Relationship Building & Management
• Category Management
• Issue Management & Action Plans
• Marketing Management
• Business & Process Analysis
• Forecasting-Cost Analysis
• Conversion & Implementation
• Business Management
• Business Assessment
• Quality Assurance
• Budget Management
• Attention to detail and accuracy
• Demonstrate analytical problem-solving ability
• Understand customer needs and expectations
• Proven ability to work independently (minimal supervision) or within a team structure (well with others)
• Negotiation skills
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EXPERIENCE
Customer Service Agent
Piedmont Airlines- US Airways
November 2010- Present
• Reduced customer complaint rate to 1.67 %, which led to a record-breaking year for operational performance. Provide passenger assistance at the special services counter by resolving issues caused by delays, cancellations and misconnects. Assist passengers with check-in procedures, including tagging baggage and issuing boarding passes. Sell tickets, processes ticket changes, creates and book reservations. Ensures FAA, Company and airport regulations are strictly enforced. Enforce safety/security measures and protect sensitive zones. Facilitate the passenger boarding process. Log in tickets and completes sales reports.
Operations Manager
Hunger Pangs Food Group
June 2007- Present
• Streamlined production process, which resulted in a 12% reduction in deliver time. Plan, direct, and coordinate the work activities and resources necessary for manufacturing food products in accordance with cost, quality, and quantity specifications. Direct continuous improvement in all production and processes to improve safety, standard costs and product quality. Duties consisted of organizing, leading and motivating the catering team, ensuring health and safety regulations exceed standards, budgeting and establishing financial targets and forecasts. Primary responsibilities included monitoring the quality of the product and service provided, keeping financial and administrative records, managing the payroll and monitoring spending levels, maintaining stock levels and ordering new supplies as required, liaising with suppliers and negotiating contracts with customers
• Proficiency with online publishing tools and social media tools such as Facebook, Twitter, YouTube and other online tools.
• Plan, organize, assign and supervise the work of a number of diversified personnel engaged in food preparation and service.
Sales Account Manager
Coca Cola
March 2004 – June 2007
As an account manager, generate sales revenues of over $2 million by effectively selling clients on new product placements, marketing initiatives, sales promotions and aggressive pricing strategies.
• Conducted proactive sales activities including proactive needs assessment, applications development, proposal presentation, order negotiation and post- sales service requirements to gain market space and sales growth. Leveraged community/marketplace/ industry contacts to enhance recognition of brands and develop business. Effectively utilize margin minder software to create strategic plan for increase in market growth. Maintained client related database with MS Office software. Developed and implemented strategic account plans for assigned accounts to grow volume and revenues. Managed and scheduled merchandiser’s daily activity to ensure goals are met. Coach and develop direct reports to meet company standards. Built business using the account discovery process of identify & understand customer needs, by identifying opportunities, in visits to ensure plan meets customer needs. Established relationships with senior level buyers to support their commitment for various initiatives or programs and participated in contract negotiations/re-negotiations with customer and Coca-Cola System to formalize the agreement.
Strands, LLC
Hackensack, NJ
Operations Manager
October 2002 – March 2004
• Duties consisted of analyzing the business needs to help identify business problems and propose solutions. Developed and implemented strategic plan and performance goals for organization. Involved in provide overall leadership and direction to direct reports and implementation and administration of policies, systems, and procedures. Within this role I was called upon to lead team meetings, create forecasts, maintain revenue records worksheet and risk management methods.
Account Executive/ Marketing Manager
Anheuser- Busch Inc.
September 1994-October 2002
As a sales /marketing professional achieved five straight years of double-digit growth for targeted brands.
• Provide guidance and leadership to brand team in the development, coordination and implementation of brand strategies. Managed multiple projects and coordinated projects with various departments in sales and marketing division, established and developed relationships as a liaison for company within targeted markets, by developing national and local sales promotions to reach targeted consumers in specific markets. Served on product development committees charged with determining sales and marketing promotions for specific brands. Oversaw marketing budget to ensure compliance with budgetary guidelines as well as identify cost savings.
• Leveraged brand identity to avoid channel conflicts, assessed brand architecture and developed a strategy, including co-branding guidelines for all product lines.
• Received company wide recognition for spearheading the integration of voice and data communications to field operations.
• Gained a 15% increase in market share; created and executed an innovative product line strategy to achieve a customer-centric product portfolio.
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