Customer Relations Manager

Posted on: 2006-01-19

STACI L. CAVALCANTE 3235 SW 2nd Court Deerfield Beach, FL 33432-2314 (954) 429-9302 • (954) 242-2020 [email protected] EXPERIENCE Customer Relations Manager SONNY’S Enterprises Incorporated, Fort Lauderdale, Florida July 2002-Present As Corporate Customer Relations principal for a leading manufacturer of automotive wash technology and national supplier of over 22,000 separate car care wash products, was directly responsible for the management of the entire customer service and technical assistance functions in support of $50MM in sales. • Developed from inception multi-seat call center in support of a 150-employee corporate organization to include design, procurement, and execution phases of business planning. • Implemented business plans which increased inbound sales revenues from $14.2MM to $17.6MM. • Significantly improved call center efficiencies by increasing call answer rates from 78% to over 97% within a 24-month period. • Created and implemented corporate and industry development, training and certification programs for all current and new employees. Chief Operating Officer, DeSantis Collection Subsidiary of CDS International, Delray Beach, Florida November 2000-July 2002 As Chief Operating Officer for a five-year old fashion men’s catalog company, was directly responsible for the hands-on production and management of the company’s catalog and its distribution to nearly 5 million customers nationwide, which included 16 mailings a year. Also responsible for 5 MM in annual sales revenue generated through the company’s 15-seat call center, website and retail outlet store. • Reduced inventory from $1.7MM to less than $750K. • Reduced overhead payables from $1.3MM to less than $450K. • Implemented business plan requiring 54% less staff, thus reducing salary overhead costs by nearly $200K annually. • Reduced unit production costs from $1.47 per mailing piece to less than $0.58. • Streamlined production schedules which significantly reduced costs by 7% and $75K during last fiscal year. • Increased average sale per order from $145 to over $185 per customer purchase. • Implemented more effective management controls and subsequent reporting which improved company’s overall fiscal soundness and public marketability. Direct Marketing Operations Manager Rexall Sundown, Inc., Boca Raton, Florida 1995-2000 Managed the company’s flagship Direct Marketing Division which generated over $20MM in revenue annually. Responsible for providing leadership to the 35 employees of a 40 seat inbound call center and its ancillary customer-support functions. Also directly responsible to execute on-going service processes and real-time solutions to operation problems which effectively exceeded customer needs to achieve 100% satisfaction. • Successfully guided Division’s complete automated conversion to MACSII catalog system. • Established more effective call handling standards, service level criteria and performance monitoring metrics. • Provided greater coordination of front-end direct marketing techniques while implementing more efficient back-end fulfillment and customer satisfaction techniques. • Implemented comprehensive training system, which greatly improved employee development and retention. National Message Center Manager American Paging, Inc., Ft. Lauderdale, Florida 1994-1995 Responsible for all facets of telecommunications operations of national message center providing alphanumeric paging service to 17 cities nationwide and over 4,500 customer accounts. Supervision and productivity of 60 voice-data transcribers in dispatching an average of 300,000 messages monthly. Additional duties included bi-monthly payroll for 150 employees for 5 sites within the tri-county area; and collateral human resource functions including benefits administration, training and employee relations. • Improved call dispatch timeliness by a phenomenal 23%. • Increased call center volume from 170,000 messages to 300,000 monthly. • Developed Center’s first orientation and training manual. • Successfully guided message center operations to national focus by implementing plan to expand service to 17 cities. • Reduced corporate liability for wrongful termination suits with 74% success rate. Senior Loan Processor Chemical Residential Mortgage Corporation, Deerfield Beach, Florida 1993-1994 • Responsible for preparation and completion of residential mortgage loan application files for a high-volume mortgage processing office. Possess complete familiarity with FNMA, FHA and VA lending guidelines. • Personally closed 1.7MM in loans in a single month. • Developed file quality control checklist which significantly improved processing efficiency.