Debra B. Anderson
Baldwin,MI
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Seeking a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
35
35
years of professional experience
Work History
Receptionist/Operator
C.A. Ritchey
01.1989 - 01.1990
- Managed and implemented procedures in document preparation, filing systems and customer data
- Maintained office supply inventory levels.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
Construction Specialist
C. A. Ritchey
01.1990 - 01.1991
- Presided as primary point of contact with hardware dealers, construction companies and architects
- Ensured that all material, keying specifications and hardware schedules were accurate and delivered upon within customer expectations
- Scheduled and supervised end user keying meetings
- Liaison between end user and hardware dealers
- Maintained precise spreadsheets in order to quantify work load levels against time restraints.
Customer Service Representative
C. A. Ritchey
01.1992 - 03.1997
- Designed new forms and documents to improve office operating functions.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Assistant Office Manager
C. A. Ritchey
03.1997 - 03.1998
- Managed all Human Resource functions
- Conducted Keystone 600 computer training classes
- Trained new employees with order processing, product knowledge and effective communication skills.
- Delivered top-notch administrative support to office staff, promoting excellence in office operations.
- Offered technical support and troubleshot issues to enhance office productivity.
- Delivered performance reviews, recommending additional training or advancements.
Office Manager
C. A. Ritchey
03.1998 - 01.2006
- Supervised all office, small parts assembly and shipping/receiving personnel for Michigan region
- Reported and managed processes for compliance with corporate service level agreements
- Completed all cycle counts and yearly inventories
- Assisted with Cisco Telephone transition.
- Reported to senior management on organizational performance and progress toward goals.
- Delivered performance reviews, recommending additional training or advancements.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Branch Manager
Best Locking Systems
01.2006 - 01.2008
- Managed Michigan, Ohio, Indiana and Kentucky regions
- Supervised all Customer service, small parts assembly and shipping/receiving personnel
- Formulated new CMRC policy and procedural plan for disbursement throughout the company
- Implemented cross functional procedures to meet both month end and quarter end operational requirements
- Participate in and lead conference calls with regional counterparts for the purpose of business growth
- Provide backup for Cisco Telephone operations throughout the corporation
- Supervised and assisted with resolution of telephone issues
- Designed new “Customer Service Telephone Guideline”.
General Manager
Best Locking Systems
01.2008 - 01.2009
- Supervised Sales agents, Customer Service, Small Parts Assembly and shipping/Receiving personnel
- Conducted training classes for sales agents and customer service to increase product and computer based knowledge
- Crafted team building events to forge a more cohesive team
- Developed and maintained SOX (Sarbanes-Oxley) policies which drove compliance, increased accuracy and elevated customer satisfaction levels.
Regional Director
Stanley Black & Decker
01.2009 - 01.2011
- Attended weekly meetings to discuss and optimize strategies.
- Reviewed financial reports to identify potential issues, cost saving opportunities and significant departures from budget.
- Visited sites periodically to view service levels and adherence to global service standards.
- Monitored staff performance by actively engaging in and observing day-to-day activities.
National Account Project Manager
Stanley Black & Decker
12.2007 - 01.2017
- Managed, supported and grew business relationships with existing accounts and developed strategies to increase sales and revenue.
- Worked diligently to resolve unique and recurring complaints, promoting loyalty, and enhancing operations.
- Efficiently resolved sales, service and account issues to maximize customer satisfaction.
- Increased market penetration by growing brand awareness.
- Developed sales strategy based on research of consumer buying trends and market conditions.
- Collaborated with business development managers in partner planning process to develop mutual performance objectives, financial targets and critical milestones.
Customer Service Account Manager
Dormakaba USA
01.2017 - Current
- Kept accurate records to document customer service actions and discussions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Created and reviewed invoices to confirm accuracy.
- Researched and corrected customer concerns to promote company loyalty.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
Education
Diploma -
Crestwood High School
1987
Allen Park Beauty School
Skills
- Windows
- Kronos Workforce Time Keeper
- Keystone 600
- Corporate Procurement and Receiving System (CPARS)
- EDI
- Microsoft Word, Excel and Outlook
- SAP
- ADP
- Zendesk
Timeline
Customer Service Account Manager
Dormakaba USA
01.2017 - Current
Regional Director
Stanley Black & Decker
01.2009 - 01.2011
General Manager
Best Locking Systems
01.2008 - 01.2009
National Account Project Manager
Stanley Black & Decker
12.2007 - 01.2017
Branch Manager
Best Locking Systems
01.2006 - 01.2008
Office Manager
C. A. Ritchey
03.1998 - 01.2006
Assistant Office Manager
C. A. Ritchey
03.1997 - 03.1998
Customer Service Representative
C. A. Ritchey
01.1992 - 03.1997
Construction Specialist
C. A. Ritchey
01.1990 - 01.1991
Receptionist/Operator
C.A. Ritchey
01.1989 - 01.1990
Diploma -
Crestwood High School
Allen Park Beauty School
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