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| Desired Industry: Customer Service/Technical Support |
SpiderID: 5197 |
| Desired Job Location: Hartford, Connecticut |
Date Posted: 1/31/2006 |
| Type of Position: Full-Time Permanent |
Availability Date: ASAP |
| Desired Wage: |
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U.S. Work Authorization: Yes |
| Job Level: Management (Manager, Director) |
Willing to Travel: Yes, Less Than 25% |
| Highest Degree Attained: High School/Equivalent |
Willing to Relocate: No |
Experience:
OFFICE DEPOT, INC. / VIKING OFFICE PRODUCTS; Enfield, CT 1991 – 2005
Customer Relations Manager (2000 – 2005)
Managed a group of 12-15 Customer Service Representatives handling both inbound & outbound calls. Oversaw complete and timely processing of orders, telephone, mail, internet and fax. Trained and coached CSR’s through Integrity Selling to increase Customer Loyalty, Profitable Growth, Customer Primacy and Share of Wallet. Assisted with interviewing, new-hire training, follow-up and cross training. Kept team members appraised of their performance through formal & informal discussions, performance improvement plans, coaching, mentoring and performance reviews. Worked directly with customers to ensure complete customer satisfaction while providing fanatical customer service. Worked with Call Center Director on annual budget and various reports as well as acting as Call Center Director when needed.
· Selected as Project Manager for a pilot team charged with increasing sales through Integrity Selling. Increased sales by 11% within the first 90 days.
· Project leader for company wide vendor sponsored program (VISP), recognized by team leader for outstanding performance. Overall team increased sales by 17% from 2003-2004.
· Managed a cross-functional team of Viking employees trained on the Office Depot J-millennia system, positioning the company's ability to assist both brands by 100%.
· Coached and mentored representatives for growth opportunities throughout the organization, resulting in promotions for Senior Customer Service Representative and Customer Resolution Specialist positions.
· Mentored employees through New Management Discovery Program, which provided developmental skills towards personal growth and management positions.
Administrative Assistant (2000)
Provided administrative assistance to the Call Center Director. Prepared and maintained departmental information, including expense reports and invoice payments. Prepared Excel spreadsheets, and word documents. Planned and organized company-sponsored activities for employees. Assisted in administering of employee recognition programs and worked directly with management team on ways to improve employee morale and internal communications.
· Instrumental in the move to new facility. Directly responsible for working with moving company, vendors, contractors, designer and management.
· Achieved immediate trust and respect from members of the management team and entrusted with confidential information and documents.
Senior Customer Service Representative (1998 – 2000)
Functioned as liaison, a “go to” person to coach, train and mentor Customer Service Representatives. Answered inquiries, assisted with challenges, offered support and suggestions. Utilized strong problem solving skills and time management in order to organize daily events.
· Outstanding reputation for keeping and maintaining excellent customer service standards, by meeting and exceeding company goals.
· Earned a reputation as role model for leadership, dependability, excellent interpersonal skills, rapport building, trust, respect and the ability to support diversity.
Customer Returns Specialist (1997 – 2000)
Researched the daily transactions on the customers account, including returns and miscellaneous credits. Processed returns and credits on customer’s accounts to ensure completions and accuracy at the end of the day.
· Dramatically enhanced customer satisfaction by expediting returns/credits and ensured a high degree of accuracy.
· Effectively resolved all returns and credits at the end of each day, resulting in customer satisfaction.
· Improved office efficiency and customer service by overhauling previously designed return guidelines.
Customer Service Representative (1991 – 1997)
Provided customer assistance in processing orders, addressing customer complaints and/or issues with orders and resolved in timely manner. Researched product information, processed credits and product returns, maintained customer files and interacted with other departments to resolve issues.
· Assisted in the training of new representatives to the department, completed training within allotted time frame.
· Contributed to increasing customer loyalty and retention through the use of fanatical customer service.
· Maintained an excellent customer satisfaction rate and effectively handled customer inquiries.
· Played key role in reducing cost and maintaining customer retention by working out a win/win situation for both the customer and corporation.
· Rewarded with numerous awards based on top sales achievement, reducing customer returns and perfect adherence.
· Selected by manager and Director to become a Senior Customer Service Representative within the department.
· Received letters of recognition from customers and corporate for excellence.
Skills:
Team Building and Leadership Development, Communication Skills, Detail Oriented and Multitasking, Problem Solving and Decision Making, Coaching and Mentoring, Planning and Organization, Strategic Planning and Project Management, Employee Motivation
Additional Information:
Microsoft Word, Excel, Outlook, PowerPoint, Publisher, J-Millennia, People Soft, Click 2 Coach, Kronos,
AS400, Extensity, Performance Impact, Meridian, Total Document Management, Total view, Internet, Intranet
Reference:
Paul Pellegrini:
Cell/860)559-0166
Ann Chernik:
Home/860)688-8933
Work/860)368-6748
Theresa Botellio:
Home/860)749-1292
Work/(860)749-2291 x-8634
Michelle Groskritz:
Home/(860)872-6453
Work/(860)533-3000
Candidate Contact Information:
This candidate has chosen not to make contact information available on this page.
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