Customer Service Technical Support

Dennis Worthen

***** *. ***** ******* ****** Hill, KS. 66083 620-***-**** *************@*******.***

Accomplishments

• 83% under budget on order entry errors for fiscal year 2011

• Single out by Senior management to participate in the Acquisition procedure project

• Completed 24 hours of Supervisory and Management training through ESU

• Completed Conflict resolution training

• Awarded Exception effort award for work on the BrakeBuddy Acquisition project

• Proficient in Microsoft Office Suite, Seagate Crystal report writer and IFS system

Profile

Motivated, personable business professional with multiple college degrees and a successful 15 -year track record of successful business management recognized for quickly mastering technology. Diplomatic and tactful with professionals and non-professionals at all organizational levels. Demonstrated history of producing accurate, timely reports meeting stringent guidelines.

Flexible and versatile – able to maintain a sense of humor under pressure. Poised and competent with demonstrated ability make difficult decisions. Thrive in deadline-driven environments. Excellent team-building skills.

Skills Summary

Analytical Report Preparation

Written Correspondence

General Office Skills

Customer Service

Financial Modeling

Microsoft Outlook – Advanced

Microsoft Access

Microsoft PowerPoint

Seagate Crystal Reports Computer Savvy

Policy & Procedures

Root Cause Analysis

Conflict Resolution

Microsoft Visio

Microsoft Word-Advanced

Avaya CMS Supervisor Software

IFS Integrated Database

ACT CRM database experience Management & Training

Damage Claim Negotiation

Performance Improvement

Budgeting

Time Management & Organization

Microsoft Excel – Advanced

ERP System Experience

Professional Experience

COMMUNICATION: REPORTS/PRESENTATIONS/TECHNOLOGY

Prepare complex reports for senior management ensuring full compliance with organizational requirements and tight deadlines

Author professional correspondence to customers and end-users

Design and deliver series of training classes for educating employees

Rapidly learn and master varied computer programs

Perform data analysis and reporting

MANAGEMENT: CUSTOMER SERVICE/TECHNICAL SUPPORT/PROBLEM SOLVING

Oversee front-office operations and provide impeccable customer service.

Direct the department activities of Customer Service, Technical Support, and Consumer Repairs.

Successfully negotiate consumer damage claims.

Initiate performance improvement efforts.

Execute root cause analysis.

Employment History

HOPKINS MFG. CORP. – Emporia, KS April 1996 to Present

Manager, Customer Service & Technical Support, 2002 to Present

• Direct department activities of the Customer Service and Technical Support Representatives

• Write, design, and produce departmental policy and procedures

• Instrumental in developing an acquisition procedures

• Assist in the preparation of annual budget

• Train new and existing employees in policies, procedures and best practices

• Responsible for managing a team of up to 15 customer service/technical support representatives

• Improved service level from 85% to 98% by establishing metrics, publishing results, and coaching employees to exceed goals

• Improved team member efficiency by over 20% by implementing system enhancements increasing efficiencies and automation

• Schedule work hours, resolved conflicts, and determine salaries for workforce

• Collaborated with various levels of leadership through executives to develop and implement strategic performance improvement plans for the organization

• Structure and maintain an ACT CRM database

• Assign and delegate responsibilities for specified work and functional activities

• Prepare reports and records on department activities for management

• Initiate and authorize employee hiring, promotion, discharge and transfer

• Spearhead performance improvement efforts

• Monitored interactions with B2B contacts and end consumers to ensure service representatives exceeded expectations

• Eight years experience with Seagate Crystal Report writing software

Supervisor, Customer Service & Technical Support, 1997 to 2002

• Supervised and coordinated activities of the Customer Service Department

• Gave work directions resolved problems, prepared schedules and set deadlines for assignments

• Recommended and initiated promotions, transfers, discharges and disciplinary measures

• Developed and implemented action plans to motivate workers to achieve work goals

• Analyzed and resolved work conflicts and assisted workers in solving employment problems

• Studied customer specific shipment routing guides

• Assigned experienced workers to assist in training new workers

• Reviewed open orders to ascertain sequence of shipments

• Employee recruitment, training, and development

• Member of implementation team for company Enterprise Resource Planning system

• Analyzed reports, records, and directives

• Successfully handled customer damage claims

Technical Support & Customer Service &, 1996 to 1997

• Arranged and replaced defective items covered by warranty

• Answered customer’s telephone, mail, and in-person inquires

• Provided customers with catalogs and other marketing materials

• Processed orders

Education

FRIENDS UNIVERSITY – WICHITA, KS

Master of Business Administration Degree, 2009

GPA: 3.91/4.0

FRIENDS UNIVERSITY – WICHITA, KS

Bachelor of Business Administration Degree, 2007

GPA: 3.5/4.0

BUTLER COMMUNITY COLLEGE – ELDORADO, KS

Associate in General Studies Degree, 2002

Member Phi Theta Kappa National Honor Society

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