Customer Service Manager

MANAGER

Management … Customer Relations ... Recruit… Trend Analysis ... Training & Development

Over 30 years of professional marketing exposure with Profit & Loss responsibilities. Possess the ability to manage multiple tasks at one time throughout a complete range of marketing disciplines including customer service, trend analysis, advertising & promotions, training & development of associates. Have always demonstrated strong analytical and problem-solving skills while managing a team of people to overachieve goals.

CAREER HISTORY and ACHIEVEMENTS

MANAGER OF CALL CENTER AND PROCESSES

Roho Belleville, IL 8/08 Present

• Manage Call Center, analyze quality of production in call volume.

• Worked effectively within a team to accomplished managerial goals. Motivate employees with a high degree of professionalism, integrity and respect. Hire, recruit and train.

• Control expenses and increase profitability through the enhancement of work processes.

• Interview, recruit, trained and hired employees. Coach and foster career development of employees.

• Establish performance and productivity standards for annual reviews

• Accurately assessed the strengths and weaknesses of employees.

DIRECTOR OF CALL CENTER AND OPERATIONS

Financial Resources of America O’Fallon, IL 10/05 – 9-07

• Directly manage and trained 80+ member customer service team, IT, Human Resources, Quality Control.

• Manage monthly call metrics and sales measurements. Yearly budget planning, Statically Reporting

• Control expenses and increase profitability through the enhancement of work processes.

• Interview and recruit new hires. Coach and foster career development of others.

• Attract, develop and maintain high performance teams, Establish performance and productivity standards

• Accurately assesses the strengths and weaknesses of others; assemble, deploy, empower, and inspire the right talent, at the right time, to get the job done right.

,• Excellent oral and written communication and presentation skills

MANAGER, CALL CENTER/CUSTOMER SERVICE

United Stationers Supply Company Greenville, IL 8/02 to 10/05

• Directly manage 85 to 150 member customer service team in a call center environment representing more than 100 major Vendor Companies. Averaging 4,000/5,000 inbound calls daily. Completed yearly Budgets and Projects.

• Achieved a 42% revenue increase from 2002 versus 2003. Manage monthly call volume, trends and productivity.

• Review reports to assist supervisors with tactical management and staffing issues. Interview and recruit new hires.

• Attract, develop and maintain high performance teams. Troubleshoot problems with customers and associates.

• Communicate goals and priorities to achieve customer satisfaction and company objectives.

MANAGER, CALL CENTER/CUSTOMER SERVICE

DDS Right Choice Fulfillment Services, Inc. Mascoutah, IL 8/96 to 7/02

• Directly manage 75 member customer service team in a call center environment representing more than 60 major manufacturing companies, including Ralston Purina, Whirlpool, Epson, Brown & Williamson and more.

• Manage monthly call volume in excess of 75,000 in-bound calls per month, an increase of 140% over last year.

• Catalyst for achieving a 57% revenue increase ($8 Million in 1999 versus $5.1 Million in 1998).

• Analyze data, identify trends by business unit and propose actions to improve revenue and cut expenses.

• Conduct recruiting, interviewing & hiring process and provide training to phone reps and clerical support staff.

STORE MANAGER

K-Mart Corporation Centralia, IL/Edwardsville, IL/Evansville, IN 6/78 to 7/96

• Developed and continuously improved total business plan for new merchandise receipts, in-store merchandising & presentation and all management responsibilities for over 100 associates operating at salary and hourly levels.

• Interviewed and hired applicants, scheduled employee workloads, maintained payroll and executed sale events.

• Awarded the Manager of the Year Award 5 times; 1995, 1994, 1993, 1990 and 1988. This award recognized peak performance in sales, gross margin, employee turnover and overall customer satisfaction by region.

• Recognized with the Achievement Award for Customer Service and Management Skills.

EDUCATION, TRAINING and COMPUTER SKILLS

OUTSTANDING GRADUATE of the YEAR

Central Community High School Breese, IL 1979

• Dimensional People Skills Training. • Microsoft Office (Excel, Word and Outlook).

• Franklin/Covey Time Management Training. • Internet, Windows, e-Mail and PC applications.

• Customer Service Training Seminars. • Knowledge of spreadsheets and call center software.

• Dale Carnegie Training Seminars • Call Center Systems, Work force Management, Witness

• Centreview, InterTel and CISCO

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