Call Center/Customer Support Manager Resume

Desired Industry: Customer Service/Technical Support	SpiderID: 13687
Desired Job Location: Pittsburgh, Pennsylvania	Date Posted: 7/3/2007
Type of Position: Full-Time Permanent	Availability Date: 7/15/2007
Desired Wage: $70,000
	U.S. Work Authorization: Yes
Job Level: Management (Manager, Director)	Willing to Travel: Yes, 25-50%
Highest Degree Attained: High School/Equivalent	Willing to Relocate: Yes

Objective:
Goal oriented, results-driven Management Professional with experience in human resources, inside and outside sales, and customer support in the manufacturing and health services industries. Global perspective, skilled in leading direct reports and cross-functional teams to achieve sales objectives and high levels of customer satisfaction. Thrive in challenging, fast-paced environments requiring strong customer relationship and problem-solving skills. Consistent high achiever, resulting in multiple outstanding sales performances awards.

Experience:
PROFESSIONAL EXPERIENCE:

MEDRAD, INC., Indianola, PA 1997-2007
Inside Sales & Customer Support Manager (2003-2007)
Led the customer support and inside sales teams within the Multi-Vendor Service(MVS)business unit. Responsible for recruiting, hiring, coaching and evaluating employees. Participated in management planning sessions for developing domestic and European markets. Implemented processes for worldwide delivery of new,refurbished and repaired medical equipment.
* Developed and coached a high performing team for this newly created
department, consistently meeting or exceeding business unit goals for the last three years.
* Performed regular sales-related analyses, monitoring statistics to assess opportunities for skill development and coach team members to higher levels of performance.
* Initiated �Sales Rep of the Month� award program, resulting in consistent
monthly revenue growth and higher morale.
* Developed a methodology to analyze existing sell cycle for process
improvement, yielding more reliable inventory levels, order tracking, shortened cycle times, and increased productivity.
* Developed standardized training for utilizing customer management and order
systems, enabling more effective territory management and timely resolution of customer issues.
* Established guidelines for career development, providing a useful framework for coaching employees and assessing performance in a fair and consistent manner.

Senior Inside Sales Associate (1997-2003)
Negotiated and presented all product line service programs to existing and
potential end-user customers, including national accounts. Accountable for monthly forecasting and data analysis for Regional Manager. Developed and delivered training to team members and peers.
* Participated in field visits, using consultative selling to educate customers on the most cost-effective program for maintaining equipment while ensuring compliance.
* Recognized with numerous awards including five for exceeding quota, five for contributing to regional performance, two from customers, and one for landing the largest order of the year.
* Served on Medrad Employee Safety Committee for three years, elected to
Chairman position in 2002.

NORRELL SERVICES INC., Pittsburgh, PA 1996-1997
Insurance Resolution Consultant
Contracted to administer claims for patients participating in the restrictive Merck Crixivan pharmaceutical program.
* Worked closely with carriers, providers and patients to resolve electronic drug claim submission rejections, increasing customer satisfaction and assuring payment to Merck.
* Researched a variety of nonprofit and state resources to provide financial aid, assisting patients with maintaining an uninterrupted supply of this critical medication.

MEDASTAT SCIENTIFIC CORPORATION, Pittsburgh, PA 1995
Personnel Director / Safety Coordinator
Established the human resources function for this rapidly growing company. Handled recruiting, hiring, new employee orientation, retention, and benefits administration.
* Ensured compliance with all local, state and federal regulations for employee records and safety.

FAMILY HOME HEALTH SERVICES INC., Monroeville, PA 1992-1994
Professional Relations Coordinator
Marketed services to medical provider community.
* Built excellent relationships with doctors and hospital social services
managers, leading to a consistent flow of new referrals while retaining existing clients.
* Elevated community awareness through public speaking engagements at senior
centers and other organizations, and active membership in local Chamber of
Commerce and Rotary Club.

LIKEN NURSING SERVICES INC., Pittsburgh, PA 1990-1992
Staffing Coordinator
Recruited healthcare professionals including nurses, nurses aides, private duty nurses, and physical therapist for placement by this temporary agency. Worked closely with customers to match qualified medical temporaries to meet a diverse set of assignments.

Education:
PROFESSIONAL DEVELOPMENT & TRAINING:

Completed a variety of college level courses, most recently at Penn State
University

Attended numerous internal classes and seminars including:
Employee Relations, Employee Development, Performance Management, Diversity, Consultative Selling, Customer Service, Leadership, Teamwork

Microsoft Office (Word, Excel, PowerPoint, Outlook)SAP

Candidate Contact Information:

Name: Kimberly Stewart
Street: -	Phone: 724-961-8677
City: -	Fax: -
State: Pennsylvania
Zip: 15065
Web Site: