Cynthia M. Moshier
Racine,WI
Summary
Experienced customer care manager with a proven track record in effectively managing customer care operations. Instrumental in leading initiatives to enhance customer satisfaction and streamline processes. Recognized for expertise in conflict resolution and adeptness in team leadership.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Care Manager
Elkay Interior Systems
08.2021 - Current
- Manage team of 5 direct reports, responsible for supporting replenishment orders and Rework & Warranty claims for Quick Serve Restaurant and Retail customers.
- Employee related management includes interviewing, hiring, training, coaching, motivating, discipline, performance appraisal, conflict resolution, and administration of human resource policies and initiatives
- Monitor and report out on KPI's important to providing a positive customer experience: Customer Request to Quote/Quote to Sales Order/Rework & Warranty Claim Review to Resolution.
- Optimized workflows through process improvements, reducing response times for customer quotes from 3 days to 24 hours without sacrificing quality standards.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement, onboarding 4 CC Coordinators in my first 12 months. 3 of 4 hires were promoted and have surpassed 3 year tenure with EIS.
North America Order Management Supervisor
Rockwell Automation
01.2019 - 08.2021
- Acquired two remote depot Production Coordinators to my team.
- Leveraged resources between the two teams, through cross training to flex resources resulting in ability to maintain PO to quote KPI's during peak ordering.
- Responsibilities below from Strategic Outsourcing Center Supervisor included in NA Order Management Supervisor duties
- Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.
Strategic Outsourcing Center Supervisor
Rockwell Automation
12.2016 - 12.2018
- Managed five direct reports on Order Management Team, responsible for supporting Asset Management Professionals embedded on-site at Customer’s facility
- Employee related management included interviewing, hiring, training, coaching, motivating, discipline, performance appraisal, conflict resolution, and administration of human resource policies and initiatives.
- Developed and managed Quote and Orders Released to Repair KPIs for key accounts, resulting in a 25% increase in customer satisfaction surveys of 4 & 5 stars.
- Presented key account reviews to Asset Management Professionals team to help build overall strategy deck for each customer
- Coached individuals with bi-weekly 1:1, provided constructive feedback to keep team focused on strategic initiatives and create positive customer experience
- Goals were 'waterfall driven', to ensure team's responsibilities matched key corporate initiatives driven by CEO and leadership team
Customer Care Supervisor
Tecomet
10.2014 - 12.2016
- Managed Customer Care Team of 5 Sr. Customer Care Reps and Customer Care Associates
- Mentored, coached, and implemented staff members personal and team performance objectives, completed quarterly and yearly performance reviews
- Hired new Customer Care staff members and oversaw training of new hires
- Implemented Department procedures, maintained and managed Standard Operating Procedures (SOPs) and Work Instructions (WIs) within ISO and FDA compliance
- Provided metrics/reports on Customer Care activities and objectives weekly to Kaizen leadership team and facilitated process improvements
- Worked with Planning Group to reduce time from PO placement to customer delivery confirmation from 5 days to 48 hours
Education
Master of Science Degree - Psychology, Industrial/Organizational Psychology
Capella University
Minneapolis, MNBachelor of Arts Degree - English
Northeastern Illinois University
Chicago, ILAssociate of Arts Degree -
College of Lake County
Grayslake, ILSkills
- Organization and Time Management
- Cultural Awareness
- Teambuilding
- Strategic planning
- Coaching and mentoring
- Customer experience improvement
Affiliations
Society for Industrial and Organizational Psychology
Certification
- Lean Six Sigma Yellow Belt Certification (LSSGB) - IASSC Lean Six Sigma Certification Board.
- Kepnor-Tregoe Problem Solving & Decision Making Certification
Timeline
Customer Care Manager
Elkay Interior Systems
08.2021 - Current
North America Order Management Supervisor
Rockwell Automation
01.2019 - 08.2021
Strategic Outsourcing Center Supervisor
Rockwell Automation
12.2016 - 12.2018
Customer Care Supervisor
Tecomet
10.2014 - 12.2016
Bachelor of Arts Degree - English
Northeastern Illinois University
Associate of Arts Degree -
College of Lake County
Master of Science Degree - Psychology, Industrial/Organizational Psychology
Capella University
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