AMY GOODFELLOW
Hanover,PA
Summary
Customer Service Manager with over 20 years experience initiating process improvements, workflow efficiencies and leading project teams.
Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Unparalleled enthusiasm for enhancing the customer experience and exceptional interpersonal and communication skills.
Looking to take a dedicated career as a Customer Service Executive to the next level.
Overview
35
35
years of professional experience
Work History
Customer Service Manager
Spectrum Control, Inc, Formerly API Technologies
10.2017 - Current
- Collaborated with IT team to initiate roll out of MS Dynamics CRM to customer service teams in two facilities, along with preparing training tools
- Managed 6 CSRs across Frederick, MD, Ann Arbor, MI and remote.
- Learned 2nd version of ERP system (Macola) to support staff in Ann Arbor
- Demonstrated willingness to learn 3rd ERP system (KBM) when product line moved from State College, PA to Frederick. Created job aids and training tools in absence of any being available.
- Serve as SME to all 3 ERP systems, databases and workflows in current project to consolidate to one ERP system(KBM).
- Serve as SME in meetings and planning for transition from MS Dynamics CRM to SalesForce.
- Resolve customer complaints while prioritizing customer satisfaction and loyalty.
Global Service Manager
TIC Gums, An Ingredion Company
02.2012 - 10.2017
- Lead team of 8 customer service representatives, monitoring day-to-day activities of Customer Service departments based in USA and China
- Dynamic role in Lean process evaluation of Order Entry and initial Kaizen event for impact of product availability and allocation. Collaborating and coordinating Lean project with internal and external resources
- Drive for process improvements in all daily processes and meetings: Leadership Team, Nonconformance, Correct/Preventative Action, Supply Review, Production Review and Business Continuity team meetings
- Selected by senior management to be member of Customer Experience team. Collaborating with peers and working proactively with all departments to improve processes and systems to prevent errors and enhance customer experience.
- High powered role in implementation of new ERP system ( X3/Sage). Joined forces with our IT team and consulting firm to ensure order entry process was fluid, effective and efficient. Developed training documentation and facilitated training sessions with customer service team to ensure understanding of new system pre and post go live.
Team Lead Book Publishing/ Envelope & Converting
Glatfelter Paper
03.2005 - 12.2011
- Led staff of 10 Customer Service Representatives
- Ensured service levels met or exceeded quality standards by coaching staff to improve response time, order accuracy and proactive communication.
- Ensure compliance to Sarbanes Oxley by flagging problems, implementing controls and creating audits.
- Tracked production and shipments for 5 of company's most profitable clients. Developed method to monitor their multiple million pound orders, reducing delivery delays and enhancing customer satisfaction.
- Redesigned 8 week New Customer Service Representative training program. Established learning objectives, developed plan and design program that reduced training times and improved initial productivity.
Customer Service Manager
Fypon, Ltd
Seven Valley, PA
2003.10 - 2005.03
- Provided leadership, guidance and support to 9 customer service and 12 national sales team members.
- Solely accountable for establishing an Inside Prospector position
Assistant Sales Manager
Eisenhart Wallcoverings
Hanover, PA
04.1998 - 10.2003
- Guided, motivated and coached 8 customer service and 15 national sales team members.
- Developed reports and databases to track sales and profitability.
- Solely accountable for profitability, account relations, sales promotions and advertising for two large purchasing group.
Branch Manager
M&T Bank
Hanover, PA
02.1988 - 04.1998
- Coordinated the daily activities of a branch office to include: security controls, balancing vault cash and handling confidential documents.
- Hired, trained and developed new employees to follow policies and procedures
Skills
- Cross-Functional Team Leadership
- Interdepartmental Collaboration
- ERP and CRM subject matter expert
- Workflow Efficiency
- System Proficiency
- Continual Improvement
- Effective Workflow Management
- Training and Development
- Key Account Relationship Management
- Customer Experience Management
- Employee Coaching and Mentoring
Timeline
Customer Service Manager
Spectrum Control, Inc, Formerly API Technologies
10.2017 - Current
Global Service Manager
TIC Gums, An Ingredion Company
02.2012 - 10.2017
Team Lead Book Publishing/ Envelope & Converting
Glatfelter Paper
03.2005 - 12.2011
Customer Service Manager
Fypon, Ltd
2003.10 - 2005.03
Assistant Sales Manager
Eisenhart Wallcoverings
04.1998 - 10.2003
Branch Manager
M&T Bank
02.1988 - 04.1998
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