Customer Service Manager / Director

PROJECT MANAGER - OPERATIONS MANAGER

COLLECTIONS MANAGEMENT ~ ACCOUNT MANAGEMENT ~ PROCESS IMPROVEMENT ~ RELATIONSHIP BUILDING

PROFILE

Enthusiastic, dynamic, and goal-oriented professional with several years of progressive experience in customer service and project management operations. Possess in-depth ability in building and cultivating positive relationships with clients, team members, senior leaders, and corporate professionals that bring forth profitable results. Adept at utilizing strong organizational skills, self-motivation, and innovative strategies to increase market share and maximize bottom-line results. Results-driven and tenacious achiever with articulate oral and written communication skills combined with unequaled dedication to superior service.

Core competencies include, but not limited to:

- Business Operations Management

- Budgeting, Profit and Loss

- Contract Negotiation

- Organizational Planning

- Cost Control Reduction

- Root Cause Analysis

- Project Management

- Resources Allocation

- Six Sigma Methodology

- Finance and Cost Reporting

- Forecasting and Presentations

- Team Building and Development

PROFESSIONAL EXPERIENCE

DHL Express - US - HOUSTON, TX

NATIONAL ACCOUNT PROJECT LEAD Apr 2008-Present

Develop efficient approaches to deliver high quality services. Conduct research and analyze business procedures to establish and implement plans that develop productivity, efficiency, accuracy, cost savings, safety, compliance, standardization, and revenue production procedures for specific department. Determine trends and areas for improvement by monitoring and reviewing operational service and performance data obtained through automated reporting and regular communication with the management and other business units. Produce reports outlining approval, implementation, and maintenance of all process improvement project plans. Assist and train collection personnel in the entire project duration.

Key Contributions:

- Functioned as independent liaison for sales representatives, collectors, and customers to maintain long-term, ongoing relationships with clients

- Facilitated training to the collector concerning DASP report analysis, SharePoint tool, high level customer report, customer task list, and customer overview form

- Performed customer analysis through using root cause identification and issue resolution skill set

- Prioritized accounts to be processed through AR cleanup procedure and coordinated data collection for new customer

NEW ACCOUNT DEPARTMENT MANAGER / CUSTOMER RELATIONS SUPERVISOR Jun 2004-Apr 2008

Oversaw customer account set up and maintenance to ensure accurate and on-time execution. Formulated techniques to improve performance of a team of customer representatives through coaching and training in order to deliver high quality customer service. Evaluated diverse team performance and attendance and advised HR to create appropriate corrective action. Supervised telephone, correspondence, and research functions of customer service representatives to ensure utmost customer satisfaction and service efficiency. Reviewed operational, sales, and technological changes to develop and implement business improvement initiatives. Managed and approved special price concessions, quotes, and bid allowances or adjustments. Directed and handled escalated and unresolved calls; ensured service levels were met through coordination and adjustment of call volumes in a timely manner. Interfaced with internal and external managers to communicate business observations and customer feedbacks.

Key Achievements:

- Three–time recipient of Supervisor of the Month award in 2007

- Key person in establishing, improving and managing procedures for new account department in 2007

- Qualified for First Choice Six Sigma and passed the certification test in December of 2007

- Served as the Highest Rated Supervisor for year 2007

EARLIER CAREER

GENERAL EMPLOYEE, Bucks Bit Service, Houston, TX May 1995-Aug 1995

ADMINISTRATIVE ASSISTANT, Sterling Bank, Houston, TX May 2009-Aug 2009

CAMP COUNSELOR, Shasta College, Redding, CA Jun 2000-Dec 2000

SALES ASSOCIATE, Party City, Houston, TX Jun 1996-May1998

EDUCATION AND CERTIFICATION

BACHELOR OF ARTS IN BUSINESS ADMINISTRATION

Sul Ross State University, Alpine, TX - 2004

FIRST CHOICE BRONZE CERTIFIED (SIX SIGMA GREEN BELT EQUIVALENT) - 2007

TECHNICAL SKILLS

Microsoft Excel, Word, PowerPoint, Outlook

Alltel Fidelity, Customer First, Focus, Call Management System (CMS), Sigma Flow, DMAIC Software

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