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Customer Service Manager

Oceanside, CA, 92057
August 30, 2012

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Marian Birch-Pelhan

*** ***** ***

Oceanside, CA 92057



Result-driven professional with 10 plus years experience in managing high-volume business operations. Strong orientation in customer service/satisfaction. Proven track record of: optimizing performance, driving revenue growth and strengthening competitive market position. Introduced continuous process, business, and leadership competencies to facilitate positive change. Expert in client relationship management, traditional and emerging sales channels/techniques, high-level project management. Recognized for professionalism, creativity, resourcefulness and competence in managing and supporting organizational affairs and goals.


• Call Center Training • Call Center Recruiting/Hiring

• Quality Coaching • Quality Monitoring/Assurance

• Excellent Communication Skills • Telemarketing Scripting Design

• Continuous Process Improvement • Employee Development


FleetCor 10/2008-Current

Client Services Associate

• Respond to inquiries and maintain relationships with small and medium-sized accounts for Fortune 10 petroleum companies ensuring successful implementation of corporate fleet card programs.

• Training of new hires

CLC, Inc 8/2006-7/2007

CCC Supervisor/Duty Manager

• Managed a team of 14-21 CSR’s, enhancing their professional growth through extensive QA monitoring/coaching using NICE, and training on new processes and applications

• Created and implemented FAQ’s and standardized e-correspondence reducing repeat calls by 40% while improving e-correspondence response times from 72 hours to same day

• Improved daily management of and reporting on floor activities by 20%, ensuring proper & adequate staff training prior to project implementation for: inbound and outbound PDS campaigns using Avaya; credit review; electronic communications; document processing; business closure assurance activities; and work assignment distribution

Natural Alternatives International, Inc 10/2005-4/2006

Brand Services Manager (Contract)

• Managed activities and performance of Direct to Consumer sales via outsourced customer call centers and fulfillment houses including remote monitoring and contractual SLA implementation

• Development of programs to encourage brand loyalty and increase customer retention, including: call center script creation/implementation; training material development/distribution and presentations; ensuring call center agents achieve revenue and AHT goals; confirming orders are fulfilled and shipped; customer service issue resolution; and call monitoring/coaching

Marian Birch-Pelhan Page Two

• Coordinated marketing efforts with Sales, Finance and Logistics on project, timing and approach

• Served on technology, personnel and core teams for the transition project to bring two call center and fulfillment vendors in-house, saving the company an initial $600,000 and $4 million annually.

CA Inc 2/2003-10/2004

Customer Service Manager

• Redesigned and managed Customer Contact Center with 9-10 FTE ‘s handling 10, 000 inbound customer inquiries per month via Internet, telephone and written correspondence

• Responsible for over seeing: order entry, B to B/B to C domestic, international mail, catalog and Internet sales processes and procedures, ensuring AR implementation, and executing Sales, Marketing and Development efforts resulting in increased sales of 50-80% ($6.5 million per annum)

• Developed/implemented training including procedure/process revisions on new software implementation

• Recruited, hired, trained on systems and product up-selling and cross-selling and scheduling of personnel for the organization; call quality monitoring and coaching

IBM 9/1998-8/2003

Territory Relationship Representative, Industrial Solutions Unit

Responsible for industry and geographically aligned territory initiating and coordinating consultative selling efforts with Account Teams, Business Partners and IBM Solution Resources.

• Achieved 120% quota first year

• Closed $40M combined hardware/services solution achieving 240% of quota second year

Telemarketing Team Lead, (contracted through Manpower) 5/1998 – 9/1998

Responsible for a team of 12-15 outbound Telemarketing reps

• Achieved 110-120% productivity on qualifying sales leads

• Modified and created training documents for various applications to reduce new hire ramp up time

Toshiba 1990 - 1997

Area Service Manager 1990- 1995

Regional Service Manager 1995- 1997

• Managed a region covering one-third to two-thirds of the U.S, while achieving and maintaining the highest, continuous customer satisfaction ranking for in and out of warranty service delivery nation-wide (an average 4.36 out of a possible 5.0 score for 18 consecutive months). Maintained, monitored Customer Satisfaction survey, follow up and issue resolution

• Lead cross-functional efforts to revamp the Field Scrap Electronic Warranty Claim Form procedures, resulting in immediate 40% cost savings and 60% staff utilization modifications resulting in a 40% increase in parts shipping and a 20% improvement in customer satisfaction ratings nation-wide

• Involved in continual innovation and process improvement projects including: templating the process and driving national service authorization for two major retail chains; initiating and creating the policies for the Corporate Customer Relations Department; National Field Scrap Program; the National Battery Recycling Program; developed and rolled out national service support for Notebooks for Schools Project in partnership with Microsoft; updated the ASP Policy and Procedure manual including field notifications


B.S. Degree in Consumer Services


IBM-Two Managerial Awards, Toshiba- Outstanding Contributor Award, FleetCor, Multiple Outstanding Contributor Awards

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