Carrie McMahon
Scappoose,OR
Summary
With 18 + years in Customer Service and Administrative Management I have learned what drives employees to strive for the customer service excellence we all desire. I am proactive with setting goals and objectives to ensure that we have successful results. I lead by example and believe that structure in a department, with clear expectations will bring solid results
Overview
26
26
years of professional experience
Work History
Customer Service Manager
RainShadow Labs
03.2023 - 04.2024
- Managed a Customer Service Staff/Sales Support team of 6 who were responsible for order entry, raw material and packaging order placement, payment processing, Order validation & invoicing, shipping arrangements, and continuous updates throughout order fulfillment
- This included hiring, team coaching & documentation, payroll, vacation management, etc.
- Created SOP's, job descriptions, and critical structure and support within the department
- Thus, playing a part in us receiving our ISO certification
- Worked interdepartmentally with Shipping, Production, and Custom Fill to ensure that all orders were processed accurately and in a timely manner
- Spearheaded a contract negotiation with FedEx which would save the company approximately $73,272 annually (based on our previous years annualized small parcel shipping spend)
- I managed this project from start to completion, ensuring a smooth transition with no delay in shipping orders
- Ran daily management team zoom meetings to ensure that all departments were working towards the same goal of exceeding customers needs
- Developed relationships with all key customers (including weekly calls with their teams regarding any orders, fulfillment/QA issues, new product development needs, box subscription coordination, etc.)
Customer Service
Oregon Hill Farms
01.2017 - 03.2023
- Developed a customer service standard of excellence by implementing processes and procedures for customer follow up and order fulfillment
- Maintained a friendly, clean, and welcoming store front with proper stock rotation
- Processed all incoming orders, assisted in sales, sampling events, production line, and general facility operations
Regional Operations Excellence Mgr.
Swisher International Inc.
05.2015 - 11.2016
- Manage Regional staff of eleven and supervise daily operations of an additional remote customer service team of three
- Complete routine remote observation of customer service calls in order to counsel employees on best practices
- Create monthly metrics reports for field and senior management measuring department progress
- Statistics included: Abandoned call percentage (improved from 15% down to 6% since 2014), Call volume across three call centers (10,000+ calls/month), Customer handling time (Avg
- 2 min/call), Total orders processed
- Provide Distributor Service Support by acting as the liaison between distributors and Swisher to ensure all needs are met and concerns are addressed
- Manage the order process of 200+ orders daily from order receipt, review, warehouse printing, and converting orders into invoices
- Manage open orders to ensure no revenue is lost
- Create and manage the infrastructure for four inside sales representatives to ensure qualified leads are provided to sales team
- Produce sales metrics monthly
- Developed and maintain call scripts
- Manage monthly commissions reporting and allocation
- Implemented Dynamics CRM Service module in order to facilitate the company's vision of 'Customer Service Excellence'
- Created ticketing system to log and organize customer issues
- Tickets then electronically routed to service techs requiring to be closed out based on predefined deadlines
- Customer Service Reps would escalate outstanding tickets to management
- Resulted in a 'closed loop' system that ensured customer complaints and issues were resolved within 24-48 hours
- Defined job roles within department and designed schedules to ensure time was optimized
- Other special projects and ad-hoc reporting as assigned
Regional Operations Manager - West
Swisher International Inc.
03.2014 - 05.2015
- Managed ten Area Operations Specialist in five locations including hiring, performance, goals, learning, and improvement
- Defined and implemented job roles for Area Operations Specialists
- Analyzed data related to A/R, billing, revenue, payroll, and inventory
- Provided process training and guidance to all regional employees on policies and procedures relative to administrative aspects of their roles
- Planned meetings and conferences for Regional VP and Trainers
- Assisted with data coordination for regional books of business
- Investigated and resolved any escalated or complex customer issues
- Created monthly metrics reporting for presentation to regional and national directors
- Promoted and worked in a high energy team environment
Customer Service Manager
Mt Hood Solutions/Swisher Int. Inc.
03.2006 - 03.2014
- Managed team of five customer care representatives
- Addressed customer complaints and ensured that they were resolved in reasonable time and within the given guidelines
- Performed troubleshooting when required
- Defined job roles within department and designed schedules to ensure time was optimized
- Managed the order process of 200+ orders daily from order receipt, review, warehouse printing, and converting orders into invoices
- Managed open orders to ensure no revenue was lost
- Rolled out an automated order process from the web, downloading into Add+On
- Trouble shot issues as they arose and provided necessary training both internal and external to remedy situations
- Resolved customers complaints/Quality Assurance
- Implemented a New Account Manager Training program ensuring they had the proper tools to produce successful results
- Promoted and worked in a high energy team environment
Regional Administrative Assistant - Human Resources
Kraft Foods
08.2000 - 01.2006
Customer Service Representative
Kraft Foods
01.1998 - 01.1999
Skills
- Excel Level 2
- Power Point
- Microsoft Access
- Dynamics GP
- Dynamics CRM
- SharePoint
- AddOn
- SAP
- Mainframe
- Complaint resolution
- Training and mentoring
- Staffing coordination
- Metric tracking
Timeline
Customer Service Manager
RainShadow Labs
03.2023 - 04.2024
Customer Service
Oregon Hill Farms
01.2017 - 03.2023
Regional Operations Excellence Mgr.
Swisher International Inc.
05.2015 - 11.2016
Regional Operations Manager - West
Swisher International Inc.
03.2014 - 05.2015
Customer Service Manager
Mt Hood Solutions/Swisher Int. Inc.
03.2006 - 03.2014
Regional Administrative Assistant - Human Resources
Kraft Foods
08.2000 - 01.2006
Customer Service Representative
Kraft Foods
01.1998 - 01.1999
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