Your Name
Summary
Seasoned Customer Service Manager offering leadership experience in administrative positions. Well-versed in business, client, and industry practices, policies and procedures. Top-notch management abilities in financial, personnel and clerical areas.
Overview
29
29
years of professional experience
1
1
Certification
Work History
Customer Service & Procurement Manager
First Transit
Atlantic City, NJ
03.2019 - Current
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Consulted with outside parties to resolve discrepancies and create expert solutions.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
- Answered constant flow of customer calls/request regarding recycling and/or shredding services.
- Leveraged sales expertise to promote products and capitalized on upsell opportunities.
- Cultivated customer loyalty, promoted repeat business and improved sales.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Verified insurance coverage by telephone and online to guarantee proper reimbursement of benefits and estimate patients' financial responsibilities.
- Analyzed onsite incidents and instituted precautionary measures to reduce risk and severity of workplace injuries-route drivers, employees, and customers.
Customer Service Dispatcher
Accu-Shred/Accurate Paper, INC.
City, STATE
06.2004 - Current
- Coordinated schedules for optimal coverage of daily workload and adjusted quickly to changing demands.
- Served as mediator when appropriate to settle conflicts and discrepancies between field personnel and management.
- Received new orders, prepared documentation and assigned personnel.
- Coordinated repairs to vehicles to maintain fleet operations.
- Facilitated communications between customers and field personnel to answer questions or resolve concerns for recycling and shredding services.
- Developed and implemented performance improvement strategies and plans to promote continuous improvement.
- Identified issues, analyzed information and provided solutions to problems.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Maintained team productivity by efficiently scanning, reconciling tickets, submitting and processing service records.
Dealership Office Management
The Money Tree-Easy Credit, INC.
City, STATE
09.1995 - 06.2004
- Managed budgets, appointment scheduling, employee and event itineraries and accounts to improve productivity initiatives of participating five locations.
- Established workflow processes, monitored daily productivity and implemented modifications to improve overall performance.
- Monitored and evaluated personnel performance to complete annual reviews, recommend advancement or address productivity concerns.
- Monitored appropriateness of credit limits on customers, making changes to realign operations with policies and targets. Providing all possible advice to applicants.
- Maintained payroll information by calculating, collecting and entering data.
- Calculated and remitted state sales tax, service and other charges.
- Organized and prepared tax and title documents to transfer ownership of property.
- Communicated with customers to resolve common title issues.
- Prepared tax and title documents to submit legal transfer work to DMV.
- Proactively monitored accounts and addressed various issues.
- Substantiated validity and admissibility of evidence and preserved data integrity for court hearings.
- Maintained excellent attendance record, consistently arriving to work on time
Education
High School Diploma -
Penn Foster Career School-Virtual
Lakeland, FLSkills
- Multitasking and Prioritization
- Building Customer Trust and Loyalty
- Calm and Professional Under Pressure
- Problem Assessment
- Work Order Preparations
- Process Management
- Documentation and reporting
- Policy and procedure modification
- Documentation and control
- Upselling Products and Services
- Order and Refund Processing
- Microsoft Excel
- Bookkeeping
- Record Reconciliation
- Bank Statement Reconciliation
- Proactive and Self-Motivated
- Customer Relations
- Financial Recordkeeping
Certification
- AAA NAID Certification-Current
AAA NAID certified shredding processes eliminate identity theft and privacy breach risks by rendering confidential information unreadable. During a NAID AAA certification audit, shredding particle size is reviewed to ensure shredded documents cannot be reconstructed. The entire shredding process is captured by CCTV image capture technology and archived.
- ARMA & FRMA Member-Lifelong
ARMA International is a community of information management and information governance professionals who harness the strategic power of information.
Timeline
Customer Service & Procurement Manager
First Transit
03.2019 - Current
Customer Service Dispatcher
Accu-Shred/Accurate Paper, INC.
06.2004 - Current
Dealership Office Management
The Money Tree-Easy Credit, INC.
09.1995 - 06.2004
High School Diploma -
Penn Foster Career School-Virtual