Summary
Overview
Work History
Education
Skills
Timeline
Generic

Deborah Ford

Macomb,MI

Summary

Results-oriented Customer Service and Sales Supervisor with over 20 years of experience in team leadership and escalation resolution. Expertise in CRM management and cross-functional collaboration to enhance client support and service outcomes. Proven ability to resolve complex issues, train staff, and ensure timely project execution.

Overview

24
24
years of professional experience

Work History

Program Manager

Snap-On Business Solutions
Rochester Hills, Michigan
12.2002 - Current
  • Facilitated client program planning for Snap-on Business Solutions fleet software implementations, ensuring alignment with client goals.
  • Coordinated cross-functional teams across operations, sales, support, and technology groups.
  • Monitored program deliverables through status meetings and issue logs, maintaining project timelines and accountability.
  • Built project schedules, risks, and dependencies for business solution rollouts.

Inside Sales Supervisor

Snap-On Business Solutions
Rochester Hills, Michigan
12.2002 - Current
  • Supervised inside sales team for Snap-on Business Solutions dealer support.
  • Trained representatives on CRM use, call handling, and order processing.
  • Communicated product, promotion, and sales incentive information to enhance team motivation and competitive drive.
  • Streamlined order processing and customer service operations to improve efficiency and customer satisfaction.
  • Created pricing models that balanced competitive rates with maintaining company profit margins.
  • Participated in industry events and trade shows to increase brand awareness and generate leads.

Customer Service Supervisor

Snap-On Business Solutions
Rochester Hills, Michigan
12.2002 - Current
  • Trained representatives on phone support, email handling, and case documentation.
  • Monitored service queues and prioritized customer requests for efficient resolution.
  • Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
  • Resolved complex account issues using order records and customer history.
  • Coached staff on escalation procedures and product knowledge to enhance customer care standards.
  • Coordinated with sales, logistics, and operations teams on service requests.
  • Collaborated closely with upper management on projects involving new initiatives or improvements within the department.

Education

Associate of Science - Finance

Baker College
Flint, MI

Skills

  • Customer service
  • Client management
  • Order processing
  • Escalation handling
  • Cross-functional coordination
  • Program coordination
  • Sales analysis
  • Team leadership
  • Team oversight
  • Task allocation
  • Time management
  • Decision-making
  • Effective communication
  • Problem solving
  • Customer relations

Timeline

Program Manager

Snap-On Business Solutions
12.2002 - Current

Inside Sales Supervisor

Snap-On Business Solutions
12.2002 - Current

Customer Service Supervisor

Snap-On Business Solutions
12.2002 - Current

Associate of Science - Finance

Baker College
Deborah Ford