Customer Service Manager Resume

Desired Industry: Management	SpiderID: 17257
Desired Job Location: Columbus, Ohio	Date Posted: 11/22/2007
Type of Position: Full-Time Permanent	Availability Date: 11/26/2007
Desired Wage: 40000
	U.S. Work Authorization: Yes
Job Level: Management (Manager, Director)	Willing to Travel: Yes, 25-50%
Highest Degree Attained: Other	Willing to Relocate: No

Objective:
Innovative, bottom-line focused and "take charge"
professional with extremely diverse career highlighted by
process administration, business development, and retail
management roles in diverse arenas; proficient in leading
diverse groups of associates through productivity enhancing
initiatives ultimately surpassing company goals. Proven
track record of multi-person supervision and
implementation/creation of departmental budgets, enhancing
profits by meeting/exceeding projections.

Experience:
KABLE FULFILLMENT SERVICES, INC. ... Marion, Ohio
November 2005 to Present

Supplier of circulation and direct marketing services to
the publishing, media and direct marketing industry;
responsible for more than 800 titles.

Supervisor, Customer Service Non Order Mail

Oversee all facets of mail processing, subscription
modifications, rewards processing, gift card allocation,
resolution of payment and information gathering executed by
25-39 customer service representatives; ultimately
accountable for maintaining production standards processing
up to 25,000 pieces of mail weekly (for 3 locations -2 out
of state and 1 off-shore) within 3 days of receipt.

Prepare department budget covering operations, staffing,
hiring, training and seasonal requirements; hire, train,
motivate and evaluate performance (including annual
reviews) of direct reports (including senior customer
service representatives with more than 20 years' tenure).

Simultaneously contribute to supervision of entire
building operations and delegate direct reports to assist
with order processing in other departments; previous member
of internal audit team.

* Throughout tenure, grew department and increased
processing responsibilities including additional oversight
of bi-lingual telecommunications staff (facilitated with
development of Spanish written and oral test as measurement
for hire); effectively right-sized department from 25
associates to 39 associates.

* Elevated department performance with development of
quality check program based on metric of 95% process
completion; since April 2006 inception, customer service
representatives have performed over 95% (with exception of
1 month) in random audits.

* Contributed to launch of 5-member Spanish call center
in Ohio to support Illinois office; launch and process
improvements ultimately maintain company contract standards
relative to incoming calls.

* Vastly improved employee development by collaborating
with department trainer to add technology to learning
environment (effectively mirroring college lecture hall);
also developing initiative providing practical training
versus training from learning manual.

* Consistently operate within budget production numbers
by informing team members of performance and expectations
as well as implementing accountability for performance;
also develop senior staff and provide insight to budget
projections and production numbers.

* Responsible for returning donation checks that did not
meet the specifications of client, Consumer Union.

* Facilitated information gathering (supporting program
rewarding teachers for signing up students for Highlights
Magazine) with development of form letter requesting
student/teacher information required to file magazine
order; form letter replaced previously used
telecommunications and eliminated need to request student
private information from schools.

* Lowered costs with modification of non-sufficient funds
letter to post card (saving on printing and postage as well
as labor spent sending checks back to subscribers); also
reduced complaints with initiation of form letter (sent to
subscribers with unidentified checks) as means of properly
filing subscriptions.

* Enhanced management role with attendance in on-site
training classes (including internal auditing and drug free
workplace).

MERLIN MANUFACTURING ... Barberton, Ohio 2001 to 2004

Full-service manufacturer of window treatments and bed
spreads for the food & beverage and hospitality industries;
notable clients included Bob Evans, Cracker Barrel, Don
Pablo's, Holiday Inns, Staybridge Inn, Great Wolf Lodges,
Marriott, Sheraton and Microtel.

Fulfillment/Project Manager (May 2004 - October 2004)

Responsible for administration of fabric ordering from
suppliers, fabric distribution throughout production
department, workload scheduling, and installation of
finished product in client properties; delegated tasks to 1
direct report and supervised all vendor areas and projects
simultaneously. Worked closely with sales staff and ensured
delivery of product within agreed timeframe.

* Effectively communicated with several fabric mills and
ensured availability of material in workrooms; maintained
constant follow up and balancing of work as means of
facilitating operations progression.

* Enhanced operations and customer service by
concentrating operator training on phone etiquette,
processing of work orders and sales orders, and maintenance
of inventory levels.

Education:
McDonald's Hamburger University ... Oakbrook, Illinois
Degree in Hamburgerology

Skills:
* Team Leadership
* Relationship Building
* Customer Service
* Project Management
* Employee Relations
* Employee Motivation
* Staff Hiring & Supervision
* Staff Training & Development
* Productivity Improvement
* Business Development
* Budget Management
* Performance Evaluations
* P&L Responsibility
* Microsoft Office
* Performance Audits
* Order Processing
* Retail Operations
* Inventory Management

Candidate Contact Information:

Name: Bette Robinson
Street:	Phone: -
City: Delaware	Fax: -
State: Ohio
Zip: 43015
Web Site: