Customer Service Manager

Posted on: 2006-09-15

ELIZABETH V. GUIO 16 Mountain Road Mahwah, NJ 07430 Home 201-252-2195 Cell 201-264-9271 [email protected] Customer Service Manager seeks a challenging new career opportunity where more than 15 years of diversified and progressive customer service, operations management and sales support experience, academic credentials, skills and abilities can be utilized. Summary of Qualifications • Excellent organizational and planning skills – completely reorganized customer call center to optimize efficiency and improve service. • Effective communication and interpersonal skills – Relationship building with focus on proactive communication with customers. • Self motivated with experience and ability to build a strong team. • Proven leadership skills/Decision maker/Problem solver – display a highly effective “Management by Example” style of leadership. • Computer Skills – Advanced Word, Excel, PowerPoint • Well rounded knowledge of sales processes and procedures internally and in the field • Personality Traits – enthusiastic, friendly, articulate, productive, efficient, self disciplined, ethical, loyal Employment Record 1991-Present TITAN TOOL INC., Oakland, NJ Customer Service Manager (1999-Present) Manage all facets of the Domestic and International Customer Service Department/Call Center with a staff of eleven and a Canadian branch with emphasis on order entry, trouble-shooting and follow through with problem resolution at this manufacturing company. Interface with distributors and head buyers on a national basis as well as international distributors. Coordinate national/international sales and promotional programs with sales force, administration, marketing and customers. Communicate extensively with sales force attend sales meetings and shows both in the U.S. and internationally. Oversee inventory control, budget, engage in sales analysis, product management and quality control. Responsible for annual reviews, disciplinary action and hiring decisions. • Restructured call center to handle key customers and specific area managers by dedicated representatives to improve communication, relationship and service levels. • Supported 36% sales increase over last 6 years through proactive internal and customer communication. • Established and implemented new procedure for all international orders including pro forma confirmations and customer profiles. • Established and administered sales programs for National/International Accounts • Developed, implemented and administered new company policies for freight, carstock, returns, national sales promotion, quantity buy and express parts program. • Annual budget analysis to monitor expenditures and establish future year budgets • Review the work performance of staff to determine salary increases and future goals. • Train new staff on processes, procedures and company policies. International Operations Manger (1997 – 1999) Supervised the activities of three, inclusive of the Canadian branch, with focus on sales support, order entry/customer service, invoices, credits, warranty and shipments. Coordinated and managed project teams to establish new policies and procedures within the company. Coordinate customs clearance and freight quotes. Managed the international budget and forecasting as well as international and Canadian carstock accounts. Interfaced extensively with senior management to ensure all international interests considered in discussions and programs. Ensured the compliance with departmental policies and procedures. • Set up and managed the warehouse in Sydney, Australia, previously non-existent. • Integral in supporting sales increase of 5% over plan in 1997. • Managed the administration over all promotions, discount programs and special event pricing, inclusive of Canada. • Created pricing policy for the product line. Titan Tool of Canada, Woodbridge, Ontario, Canada Branch Manager (1993-1997) Managed various administrative functions for the company, including accounts payable and receivable, order entry, customer service, inventory control, credits, warranties and chargebacks. Oversaw the operations of the sales, warehouse, and human resources. Expedited shipments to fulfill order demand on a timely basis. Disseminated product information, including updates and pricing changes to Canadian sales force. • Kept pace with a rapidly growing organization; i.e., sales growth from $750,000 to $1.5MM. • Maintained the policies and procedures for the operating budget and forecasting as well as the P&L position of the branch. • Supervised customer service issues and managed marketing requirements; i.e., promotions, administration, discount programs and quantity buy pricing. • Directly trained Canadian distributors through comprehensive seminars. Office Manager (1991-1993) Managed accounts receivable and payable, weekly deposits, invoicing, financial reporting, order entry, credit and returned goods. Coordinated U.S. purchases and inventory control. Ensured that all sales leads were distributed to sales representatives. Developed, administered and implemented all office policy and procedures for newly opened branch in 1991. Education QUEEN’S UNIVERSITY, Kingston, Ontario, Canada Bachelor of Science degree (with Honours) in Biology (1986-1991)