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Client Services Manager Resume
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| Desired Industry: Management |
SpiderID: 2794 |
| Desired Job Location: Tacoma, Washington |
Date Posted: 6/7/2005 |
| Type of Position: Full-Time Permanent |
Availability Date: |
| Desired Wage: 75000 |
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U.S. Work Authorization: Yes |
| Job Level: Management (Manager, Director) |
Willing to Travel: Yes, Less Than 25% |
| Highest Degree Attained: Bachelors |
Willing to Relocate: No |
Objective:
I am interested in using my skills and experience as a manager of Services or Operations in a stable, yet progressive firm. My goal is to obtain a position where I contribute to customer satisfaction, employee growth and satisfaction, strategic planning, and an organization¡¦s goals and objectives. My ideal employer embraces integrity, innovation, creativity, and open and honest communication in a team environment.
Experience:
July 2002 ¡V Present McFarland Cascade, Tacoma WA Administrative Mgr-Sawn Products
My primary duties here are managing Inside Sales, Customer Support, and Administration, and managing inter and intra-department technical initiatives. Act as primary on-site divisional manager while other managers are out of the office.
Responsibilities:
„X Manage Inside Sales/Customer Support and Administrative Staff, including resource management
„X Develop and streamline process and procedures relative to customer support
„X Manage logistics and shipping of product
„X Coordinate relationships between Inside and Outside Sales
„X Manage Accounts Receivables monitoring for the department
„X Develop outbound sales strategies for increasing sales by Inside Sales staff
„X Handle escalated customer issues
„X Initiate and manage all technology projects relative to Sales, as well as Support functions
„X Maintain department metrics, such as financials, call metrics, staff performance, and freight allocation
„X Manage special projects as directed by Product Manager
„X Coordinate relationship between Support Staff and Yard/Production staff
„X Perform strategic planning for the department
Achievements
„X Managed the implementation of a new mcfarlandcascade.com contractor website
„X Designed and implemented an integrated CRM for inside and outside sales
„X Streamlined A/R review process and dramatically decreased past due A/R
„X Implemented career development program for Inside Sales staff
„X Created team environment where none formerly existed
„X Successfully moved transportation from an internal function to outsourced function
„X Decreased overtime and costs
„X Created processes and procedures and online repository, including Sharepoint
„X Led implementation of systems and procedures, as well as off-site management of customer service activities for acquisition of Canadian company
March 2000 ¡V June 2001 AdvanceOnline, Seattle WA Director Operations, Customer Service
My position encompassed divisional management of two major functional areas: Customer Service and Operations.
Customer Service responsibilities:
„X Create Customer Service/Technical Support Organization
„X Manage Support Staff
„X Define Process/Procedures for that Department
„X Implement Supportlogix for Call Tracking
„X Manage Customer Service Projects, such as defining SLA¡¦s, moving toward 24 x 7 support.
„X Implement department strategic initiatives, manage budget and performance.
„X Participate in sales and kick-off process for new customers.
„X Develop additional customer offerings such as new services, reports, etc.
The Operations function in this organization is primarily the development of cross-department infrastructure and initiating and managing organization-wide projects. This includes projects such as:
„X Development of Customer Life Cycle
„X Initiation and development of a Marketing Promotional Institute
„X Management of office relocation, including build-out of new space
„X Initiating Project Management software and process implementation
„X Participating in definition of product enhancements
„X Manage inter-department database and data-modeling project
„X Participation in executive group related to strategic planning
May 1998 ¡V Feb 2000 The Macabe Associates, Inc., Seattle WA
Director, Implementation Services
In my role here, I managed: the Implementation team, comprised of nine Implementation Consultants, Product Support, which included three Product Support Consultants, and Dealer Technical Support, which included four technicians and a dispatcher.
Responsibilities:
„X Define and meet department corporate objectives
„X Define department policies and procedures: Implementation Methodology, Project Management Process, Engagement Management Process, Billing, Escalation Process, and Sales/Service Cycle.
„X Part of the Strategic Management Team responsible for defining and implementing the policies and objectives of the organization.
„X Staff recruiting, development, resource management.
„X Resolve Customer issues.
„X Coordinate relationships and needs with other departments including Sales, Engineering, Production, Support, and Programming.
„X Manage Department Budget.
Achievements
„X Named Employee of the year for 1998, after 8 months of employ
„X Created a team environment within my departments
„X Doubled Implementation revenue from 1998 to 1999, increased gross contribution by 6%
„X Created an Implementation Methodology for consulting.
„X Created and implemented an Employee Mentoring program
„X Created and implemented multiple cross-department procedures for improved customer management.
„X Created, documented, and implemented multiple process improvements across two divisions
„X Helped create new procedures and processes for strategic planning.
„X Implemented a sales support strategy within Implementation.
„X Assisted in the design of a Technical Support Help-Desk System.
April 1993 ¡V May 1998 ABT Corporation, New York, NY District Mgr, Professional Services
Responsibilities
„X Resource Management. Managed Pacific District Professional Services staff, team of 8 consultants. This included recruiting, development, and administration.
„X Sales Support. Provided assistance in pre and post-sales activities to Sales group, including developing proposals, training new Account Managers, performing on-site presentations, provide trade show support, and speaking at conferences and user groups
„X Engagement Management. Managed customer engagements from start to end, including Needs Assessment, developing implementation solutions, overseeing engagement staff, communication with executive sponsor, and providing roll-out plan for the future.
„X Software Requirements Definition. Involved in designing requirements for Repository software suite and performing testing and beta roll-out.
„X Professional Services Internal Support. Provided support and product development input to both Services and Development. Assisted in development of intranet and provided technical support to customers.
Oct 1986 ¡V Mar 1993 SHL, now EDI, Baltimore MD Business Analyst
My duties within this organization included:
„X Internal Project Workbench Expert: Developed SHL Project Workbench course, incorporating SHL¡¦s Methodology and Project Management principles. Conducted Project Workbench Training and Implementation across all SHL branches. Acted as SHL ¡§Hot-Line¡¨ support.
„X Acted as Project Office for large engagements: creating project workplan, assisting project managers in analysis, replanning, tracking effort, and reporting.
„X As part of proposal team, wrote proposals, standardized document preparation.
„X As Technical Writer, wrote User Documentation.
„X Acted as Project Administrator for projects performed at client-sites.
„X As part of Methodology Group, provided project management support and assisted in creation and documentation of new methodology.
Education:
Bachelor of Arts, Marketing Major (summa cum laude)
1991 ¡V 1993 College of Notre Dame Baltimore, MD
1986 ¡V 1987 Hawaii Pacific College Honolulu, HI
Numerous development seminars, including the Project Leadership Conference, Visions Accounting Software conference, and various management courses.
Affiliations:
„X Delta Mu Delta Honor Society 1993
„X Kappa Gamma Pi Honor Society 1993
„X Alpha Sigma Lambda Honor Society 1992
„X Phi Sigma Honor Society 1986
„X Florence Crittenton Volunteer Award 1985
Professional Memberships
„X President Project Workbench User¡¦s Group, DC area, for 3 years.
„X Project Management Institute, Seattle Chapter
„X Served as a Board Member for Family Services, a non-profit organization, from 1998-1999.
„X Communications Officer for Seattle chapter of Help Desk Northwest
Skills:
o Customer Service Management
o CRM System Design/Implementation
o Consulting
o Strategic Planning
o Professional Services Implementation
o Budget Management
o SW Development
o Resource Management
o Project Management
o Client/Customer Management
o Effective leadership skills
o Account Management
o Solid PC/Software Skills
o Marketing/Web Design
o Strong Communication Skills
o Technical Writing
o Strategic Planning
o Training
Additional Information:
Interests and Hobbies
o Music: writing and playing
o Travel
o Volunteer Work
Reference:
AVAILABLE UPON REQUEST
Candidate Contact Information:
| Name: (private) |
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| Street: - |
Phone: 253-606-1594 |
| City: TACOMA |
Fax: - |
| State: Washington |
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| Zip: - |
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| Web Site: |
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