Customer Service Analyst Resume

Desired Industry: Customer Service/Technical Support	SpiderID: 21739
Desired Job Location: Langhorne, Pennsylvania	Date Posted: 7/18/2008
Type of Position: Full-Time Permanent	Availability Date: asap
Desired Wage: 55,000.00
	U.S. Work Authorization: Yes
Job Level: Management (Manager, Director)	Willing to Travel: No
Highest Degree Attained: Bachelors	Willing to Relocate: No

Objective:
Twenty-Four years of experience in Customer Service with extensive skills in Customer Service Supervisor in exceeding expectation such as managing day to day tasks, coaching support, handling customer issues, providing direction to Customer Service, and providing suggestion for improvement, monitored CSA phone calls, analyzed needs, and then coached to enhance the quality of the CSA’s call handling skills, a Team player by always making myself available to help anyone inside or outside the Call Center, a “can do “Attitude

Experience:
Matheson Tri-Gas, Inc. Montgomeryville, Pa (2004-Current)
Project Manager of Marketing
• Participate in Supply Chain activities to obtain product availability information, supply issues and allocate product in short supply
• Coordinate activities associated with a new product launch including special pricing, credit terms, delivery and inventory
• Communicate methods and materials pertaining to customer service and sale activities
• Responsible for designing, documenting and implementing improved process or operational policies including order processing related to the Web site.
• First line for resolution of disputes/problem solving within the sales force and customer service
• Defined service level expectations and monitoring performance within Web Center
• Assist in leading initiative to recast workflow with goal to improve operating efficiency
• Work closely with Procurement Management and Product Management
• Perform scope definition and project planning
• Ensure achievable project scope and product requirements
• Create an integrated project plan for achieving schedule, budgetary, quality, and performance baselines
• Track project team members, project lifecycle resource requirements, and ongoing resource optimization
• Bring project to closure at appropriate time.
• Evaluated employee performance and service to both internal and external customers
• Collected, compile and analyze with Cognos Impromptu program to identify opportunities for service improvement.

Liberty Industrial Gases, Brooklyn, NY (2002-2004)
Operation Manager
• Oversee staff of 9 employees
• Formulated and introduced business policies and strategies that led to a 100% increase in sales
• Implemented and managed safety and compliance standards
• Coordinated design and construction of new manufacturing facilities
• Guided and supported warehousing, raw material / finished goods inventory, shipping, and receiving functions
• Assist in the recruitment and hiring of the most qualified applicants to meet the stores needs.
• Conduct orientation, train, coach, and manage Department Managers and all associates in execution of daily tasks.
• Assist in supervision, staffing and scheduling of the workforce with particular emphasis in areas such as accounting, cashiers, loss prevention, receiving, and maintenance.
• Ensure compliance with payroll budgets.
Review operational reports and records to ensure adherence to Company policies and procedures
• Monitor the accuracy of receiving, transfers, debits/damages, returns-to-vendor (RTV's), and charge-backs to headquarters to maintain the accuracy of the inventory.
• Prepared and managed production schedules, and achieved all monthly goals

BOC Gases, Lebanon, NJ (1997-2002)
Call Center Supervisor
• Effectively provided coaching within feedback, coaching, training and developing skills in a variety of areas including: Basic Technical Expertise, Systems Knowledge, Business Knowledge, Customer Service Skills and Processes and Procedures to 15 employees.
• Can effectively communicate Upper Management directives, policies and procedures to team member. Exhibit effective interpersonal skills during feedback, coaching or training of CSA Generalist
• Possesses Business Knowledge to enhanced knowledge of the business’s production facilities and distribution options. Establishes an effective internal and external network of resources to resolve customer service issues. Understands and follows appropriate problem escalation protocols within upper management structure.
• Manage decision making when applicable, applied a focused, organized approach using appropriate systems processes and resource to ensure order accuracy and completeness. Analyze and act on open reporting issues, follow-up and act on daily deferred order reports, identify, follow-up and address issues that could effect customer service from the daily support call logs, and distribute daily individual team call statistics report
• Work with management to manage and sustain call center and customer relationship management (CRM)
• Point person for coordinating daily communication with field operations.
• Roll out new programs and business process a resource of product knowledge for the team

Education:
Associate Degree in Business Administration
Bachelor Degree in Business Administration (anticipated summer 2008)
American Management Association Certificate

Affiliations:
Emarketing Campaigns (Data base to launch and advertisement by Email)
Strong knowledge of Impromptu (Data base system to pull Analysis of sales, calls etc.)
Strong knowledge and Proficient in Microsoft Office (Excel, Word, Access and Outlook)

Skills:
Business Skills, Analytical, Communication, Coach, Leadership, Decision Making, Interpersonal
Ability to motivate others within organization
Strong Supervisory Customer Service Skills
Strong Coaching, initiative and leadership skills
Strong experience with performing detailed statistical analysis and root cause analysis
Ability to make decisions and recommendations based upon analysis
Knowledge and understanding of change process and requirements for success

Reference:
Judy Long VP of Customer Service 215-641-2700
Kevin Wassel Director of Marketing-215-641-2700

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