Customer Service Manager

Diane Smith-Dudley

**** ******** **., ******, ***** 75233

Phone: 214/542-8240, Email: **********@***.***

Customer Service Manager

Summary

Customer Service Manager with in-depth experience leading client services, operations, and project teams. Manage resources, timeframes and multiple priorities; create strategic partnerships to achieve aggressive goals. Managed call center environment to be in compliance with service level requirements, oversee order entry, product returns, invoice corrections, and manufacturer rebate processes to enhance customer experience and ensure accurate sales is reflected. Interacting with all departments (A/P, A/R, Sales, Inventory, Purchasing, Marketing, Project Management, IT and Distribution Centers) to ensure operation flow is consistent and customers are serviced in alignment with company values. Manage staff with effective mentoring and coaching skills to foster cohesiveness among members and increase production. Perform appraisals, disciplinary documentation and action steps in accordance with company policies, maintain attendance records, coordinate “fun” activities, recognition awards and providing training to ensure “first call resolution” practices.

• Leading Client Services • Data Analysis & Trend Monitoring

• Project Coordination • Business Tool Development

• Create Strategic Partnerships • Maintain Attendance Records

• Strong Communication Skills • Performance Appraisals

• Business Writing / Document Creation • Disciplinary Documentation & Action Steps

• Manage Service Levels • First Call Resolution Practices

• Strong Analytical Skills • Effective Mentoring & Coaching Skills

Best Known For: Getting Things Done!

Professional Experience

ASD Healthcare, Inc., 3101 Gaylord Pkwy., Frisco, Texas 1996 thru Sept. 2010

Tenure Progression:

Customer Service Manager (2002 to 2010)

Customer Service Supervisor (2000 to 2002)

• Managed customer service representatives in order entry, product return, manufacturer rebates and invoice correction processes with a style that encouraged team cohesiveness and production.

• Apply mentoring skills to assist with staff development.

• Monitor service levels to ensure compliance of 99.9% goal.

• Maintain attendance records (PTO), present performance appraisals, disciplinary documentation and action steps per company policy.

• CRM data analysis, adhoc reporting and monthly matrix generation to assist in identifying deficiency trends and training needs.

• Tailored reconciliation reports for specific clients and manufacturer programs.

• Developed business relationships with customers, clients, manufacturers, vendors, executives, as well as other department members to assist in production, project completion, and issue resolution.

• Compose and distribute business correspondence.

Administrative Assistant to Sales Executive (1996 – 2000)

• Provided administrative support to Director and department of 15 employees.

• Provide company notary service.

• Database maintenance.

• Adhoc reporting and proposal preparations.

• Record and transcribe meeting minutes.

• Compose and distribute business communications.

• Manage calendars.

• Maintain filing system – physical and online.

• Made travel arrangements.

• Maintain expense reports.

• Meeting and event coordination.

• Respond to customer inquiries.

• Attend meetings as required during Director’s absence.

Reason for Leaving: Company mass lay-offs due recession.

CNA/Continental Ins., Elm & Pearl Street, Dallas, Texas 1986 thru Sept. 1996

Tenure Progression:

Administrative Assist. to Director of Risk Management (1989 to 1996)

Secretary to Loss Control Manager (1987 to 1989)

Loss Control Word Processor (1986 to 1987)

• Provided administrative support to Director and department of 12 employees.

• Database maintenance.

• Adhoc reporting and proposal preparations.

• Record and transcribe meeting minutes.

• Compose and distribute business communications.

• Manage calendars.

• Maintain filing system – physical and online.

• Made travel arrangements.

• Maintain expense reports.

• Meeting and event coordination.

• Respond to customer inquiries.

• Attend meetings as required during Director’s absence.

• Transcribe recorded survey dictations.

Reason for Leaving: Company mass lay-offs due to merger.

Greatest Accomplishments

• Identified an area in the company business that was not being sufficiently serviced – Product Returns Process. Offered a proposal to the Executive Lead Team to separate this function from the sales arena to enhance customer experience and support the product retrieval in a manner to increase the opportunity for resale. Proposal was accepted. This unit’s activity soon expanded to invoice corrections, manufacturer rebate and incentive program processes as well.

• Creation of performance matrix for all departments to provide management with an effective tool to identify and monitor training needs and process improvement opportunities to enhance customer experiences and decrease operation expenses.

• Each year the Lead Team awards a member that has demonstrated the core values of the company by presenting the MVP award. I was the recipient of this award in 1999 with a Trophy and $2,500!

Software – Proficient Level:

• MS Word

• Excel

• Power Point

• Concur

• Baan

• CRMs: Ctek, Goldmine, One Source, Sales Force

• Outlook

• TelStrat

• Symposium

• Engage

• Performance Manager

• Kronos

Education

High school graduate with some college experience.

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