Customer Service Manager
Resume:
Tracy Lyn Kinney
Hancock NH 03449
*********@*******.***
OBJECTIVE A position in a results-oriented company that seeks an ambitious and career conscious person, where acquired skills and education will be utilized towards continued growth and advancement
WORK HISTORY
Oct 2009 – Present Customer Service Manager
Infor Restaurant Systems
Nashua, NH
• Providing direction to others, ensure quality support by monitoring the day to day support activities and recommending policy and procedure adjustments as needed to fulfill the business needs.
• Ensure customer satisfaction as it relates to the quality of delivered support services
• Manage the progress of support area, and present accurate and timely updates.
• Manage risk in the best interest of the department.
• Participates in complex cross-functional tasks within support organization
• Partner with key senior technical contributors to ensure project success and to drive product direction.
• Regularly communicates with the customer and manager on status of outstanding items.
• Keep abreast of current and new terminology and trends via trade journals, conferences, or educational opportunities.
• Maintain an awareness of business unit and company objectives
• Actively work to attract, retain, and develop associates in assigned area.
• Share (with management) people related responsibilities in the areas of job satisfaction, career development and mentoring.
• Communicate clearly defined individual and team objectives to team members, resulting in their acceptance of those objectives
• Adhere to the support policies and procedures.
• Recommend alternatives for improving support performance
• Participate in special projects as the business needs demand
• Provide input into associate training maps
• Serves as a role model for the support organization
Sept 2007 – Oct 2009 Customer Care Sales/Service Center Supervisor
Edwards High Vacuum
Wilmington, MA
• Lead, Motivate and Train 14 key account, inside sales coordinators and service coordinators to deliver a best in class level of customer service
• Regularly collaborate with outside/inside sales and finance organizations on customer priorities, implications and initiatives
• Synchronize with shipping and planning departments to ensure orders are expedited and delivered on time as required by the customer.
• Implement and train on current, updated and new policies and procedures
• Review Warranty Claims and RMA’s to provide feedback regarding quality and shipment processes to warehouse and manufacturing management
• Process and handle all customer RMA’s to ensure proper replacement in a timely and efficient manner
• Create and maintain process materials that supports business process
• Ensure integrity of all customer data, pricing, contracts
• Train on all core procedures to ensure accuracy and consistency in adherence with company controls, policy requirements, and/or statutory regulations
• Report on KPI’s to upper management and utilize them to provide constructive feedback during reviews and to tailor training and development programs to address any issues
• Bring about change within the organization to maximize customer support and service
• Analyze and compile various metrics to determine and develop trends using excel, charts and pivot tables
Jan 2007 – Aug 2007 Director of Customer Support
OnState Communications
West Newbury, MA
• Oversee and implement all customer service functions, drive process improvement, and manage the customer experience for a technology start-up company
• Create process manuals and customer training manuals
• Interact regularly with Engineering and Sales Teams
• Manage and update CRM database
• Install and Configure customers automated call distribution systems
• Process payroll, expense reports, and vendor payments
• Handle all customer escalations
• Start-Up Company
Mar 1999 – Jan 2007 Call Center/Customer Service Operations Manager
Nortel Networks
Billerica, MA
• Align and ensure shift coverage, direct resources, maintain continuity of service to customers, and resolve unanticipated events 24 hours a day as the on-call duty manager
• Manage a staff of 15-20 people
• Achieve an overall 98% delivery level in servicing our US, Canada and South American Customers
• Responsible for maintaining customer satisfaction
• Advise senior management daily on the prior day’s activity, issues and resolutions
• Create revenue reports, T&M billing, and TPM vendor reports and metrics using charts and graphs in Excel.
• Train Customer Service Representatives on policies and procedures, research and respond to escalations as required, implement corrective actions
• Provide back-up support to our customer service representatives
• Interface daily with internal business partners including the Contracts and Finance Departments
• Administer Service Contracts
EDUCATION
August 2008 Merrimack College
Andover, MA
Project Management
Certificate of Completion
May 2007 Rivier College
Nashua, NH
Master of Business Administration
GPA: 4.0
May 2003 Southern NH University
Manchester, NH
Bachelors of Science: Business Administration
GPA: 3.9
SKILLS
• Advanced User of Microsoft Office Applications including Excel, Word and PowerPoint
• Clarify and SalesForce
• SAP
• Planning and analysis
• Relationship Management
• Project Management
• Training
• Strong Multi-Tasking Ability
• Sense of Urgency at its best
REFERENCES Excellent references are available upon request
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