Cynthia Battle
Summary
Accomplished customer service manager with expertise from Millennium Distribution DBA BradyPlus, excelling in team leadership and process improvement. Proficient in Microsoft Office and ERP systems, I resolved complex issues and enhanced customer satisfaction by 20%. Skilled in problem-solving and employee training, I consistently deliver exceptional service and drive operational excellence.
Overview
25
25
years of professional experience
Work History
customer service manager
Millennium distribution DBA BradyPlus
05.2019 - Current
- Oversee National Accounts, such as Whole Foods, Amazon, and Baskin Robbins.
- Lead a team of 7 CSR’s work closely with Procurement to ensure stock of product needed.
- Setup new items, transition items discuss upcoming changes with Regional and Global teams on projected changes in usage and help prepare for new and or promotional programs.
- Work closely with the accounting department in collections of invoices and provide documentation for payment as needed.
- Set up new customers and ensure all customer triggers are set correctly.
- Create SOPs for sales and customers service to insure they follow proper processes.
- Work with Operations team to ensure timely deliveries to customers.
- Research and find route cause of missed sales and communicate with Procurement teams to ensure the correct inventories are in the proper locations.
- Liaison for Mountain Region for all national account issues.
- Report to General Manager.
- Resolved complex customer issues by coordinating with various departments.
- Collaborated with sales teams to align customer needs with product availability.
- Led team meetings to discuss performance, challenges, and solutions regularly.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Monitored staff performance to ensure adherence to customer service standards.
- Served as point-of-contact between customers and internal teams regarding escalated issues requiring special attention.
- Evaluated employee job performance and motivated staff to improve productivity.
- Collaborated with senior management team members in designing strategies that would improve overall quality of services offered by the organization.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Rolled out operational improvements and solutions to deliver top-notch customer service.
- Recruited and trained new employees to meet job requirements.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
Customer Service advocate
victory Packaging
07.2017 - 05.2018
- Promptly respond to general inquiries from members, staff and clients via e-mail and phone.
- Provide a high level of product and leadership support to representatives and clients.
- Collected, monitored, and evaluated customer requirements to achieve desired delivery times and order fill rates.
Planning & scheduling manager
fox Packaging
02.2015 - 07.2017
- Led department meetings to build cohesiveness and coordinate projects.
- Organized and prioritized projects.
- Examine documents, materials, or products and monitor work processes to assess completeness accuracy and conformance to standards and specifications.
- Confer with department supervisors or other personnel to assess progress and discuss needed changes.
- Requisition and maintain inventories of materials or supplies necessary to meet production demands.
- Distribute production schedules or work orders to departments.
- Coordinate new art jobs for press checks with customers and art department.
- Determined recurring business needs and maintain necessary inventory levels.
- Plan and coordinate purchase of raw materials based on production needs.
customer service manager
fox Packaging
02.2009 - 02.2015
- Assist with design of engineering projects, including products, parts, and components.
- Attend cross-functional product meetings to discuss parts sourcing, lead times and production schedules.
- Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
- Confer with production, sales, shipping, warehouse, or common carrier personnel to expedite or trace shipments.
- Adjust inventory records to reflect product movement.
- Notify departments when supplies of specific items are low or when orders would deplete available supplies.
TRAFFIC COORDINATOR
fox Packaging
04.2004 - 12.2008
- Resolve problems concerning transportation, logistics systems, imports, or exports.
- Coordinate inbound and outbound loads and work closely with Warehouse Supervisor to ensure orders shipped out complete.
- Negotiate rates with brokers on inbound loads, set delivery appointments and send out invoices with supporting documents, such as packing lists and BOL’s.
receptionist/ accounts payable
fox Packaging
07.2000 - 04.2004
- Greet persons entering establishment, determine nature and purpose of visit and direct or escort them to specific destinations.
- Check figures, postings, and documents for correct entry, mathematical accuracy, and proper GL accounts.
- Match invoices with necessary documents.
Education
GED -
Manufacturing Certifications -
South Texas College
Skills
- Microsoft Office Word
- Microsoft Office Excel
- Spanish
- Eclipse ERP System
- P21 ERP System
- Team leadership
- Process improvement
- Problem solving
- Employee training
- Skilled multi-tasker
- Customer service
- Account management
- Handling escalations
Timeline
customer service manager
Millennium distribution DBA BradyPlus
05.2019 - Current
Customer Service advocate
victory Packaging
07.2017 - 05.2018
Planning & scheduling manager
fox Packaging
02.2015 - 07.2017
customer service manager
fox Packaging
02.2009 - 02.2015
TRAFFIC COORDINATOR
fox Packaging
04.2004 - 12.2008
receptionist/ accounts payable
fox Packaging
07.2000 - 04.2004
GED -
Manufacturing Certifications -
South Texas College
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