Customer Service Manager

Michael Surges

**** ******* ****

Joliet, IL ****1

*******-******@***.***

Home: 815-***-****

Cell: 815-***-****

Dedicated customer service and warehouse manager with extensive experience in distribution settings. Consistently implemented procedures for improvements to the bottom line and turnaround of underperforming operations.

Respected builder and leader of customer-focused teams; instilled a shared, enthusiastic commitment to customer service as a key driver of company goal attainment.

Areas of Expertise

Customer Service Management

Customer Satisfaction Enhancement

Complaint Handling & Resolution Warehouse Management

Interdepartmental Liaison

Inventory Control Teambuilding & Training

Cost-Reduction Strategies

Order Fulfillment

Professional Experience

RUNGE PAPER CO., Inc. Elk Grove, IL

Regional, $20 million distributor of food service & packaging supplies. 02/1999 to 12/2011

Customer Service Manager

Recruited, trained and supervised a team of customer service representatives and receptionist. Fostered an environment in which employees are motivated to deliver top performance.

Selected Contributions:

Awarded “Employee of the Year” for performance and ability to relate with others.

Exemplified second-to-none customer service in all interactions with customers.

Ensured the swift resolution of customer issues to preserve customer loyalty while complying with company policies.

B & H, SYSTEMS Bensenville, IL

Chicago area cartage company. 06/1997 to 01/1999

Customer Service Manager

Selected Contributions:

Developed procedure / training manuals.

Provided backup assistance to dispatch.

Bolotin Inc. Hillside, IL

Regional, $9 million distributor of maintenance supplies & equipment. 05/1986 to 06/1997

Customer Service/Warehouse Manager 1994-1997

Warehouse Manager 1988-1994

Shipping Clerk/Truck Driver 1986-1988

Promoted to increasingly responsible positions, culminating in a dual management role.

Selected Contributions:

Instituted “Customer Call Back” program for advising customers of order status.

Initiated “Next Day Delivery” processes.

Implemented “Cycle Count” system for increased inventory accuracy.

Education

JOLIET JUNIOR COLLEGE – Joliet, IL Earned associate degree in Computer Science & Automotive Service

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