Fredia Scruggs
Hickory,North Carolina
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Collaborative passionate leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
35
35
years of professional experience
Work History
Director of Customer Service & Inside Sales
Shurtape Technologies, LLC
06.1988 - Current
- Maintained consistent communication with leadership team to manage customer service effectiveness by monitoring performance and customer valued metrics.
- Responded to disruptive events using crisis management techniques to offer corrective solutions and maximize customer satisfaction.
- Built strong relationships with field sales team to support business development opportunities and improve service.
- Directed efforts leading to positive growth results with Inside Sales Manager and team for successfully handling leads and primary inside sales accounts. (distributors) using every up-sell opportunity, promotions and general attentive partner sales..
- Established and monitored annual customer service goals employing recognized and comprehensive benchmarks.
- Audited customer support procedures and collaborated across channels and business groups to promote standardization across offices.
- Devised recommendations to streamline and simplify customer support system, including our online distributor portal with a continuous improvement mindset.
- Maintained consistent communication with leadership team to manage customer service effectiveness by monitoring performance and customer valued metrics.
- Responded to disruptive events using crisis management techniques to offer corrective solutions and maximize customer satisfaction.
- Built strong relationships with field sales team to support business development opportunities and improve service.
- Directed efforts leading to positive growth results with Inside Sales Manager and team for successfully handling leads and primary inside sales accounts. (distributors) using every up-sell opportunity, promotions and general attentive partner sales..
- Established and monitored annual customer service goals employing recognized and comprehensive benchmarks.
- Audited customer support procedures and collaborated across channels and business groups to promote standardization across offices.
- Devised recommendations to streamline and simplify customer support system, including our online distributor portal with a continuous improvement mindset.
- Directed team of 6 supervisors and managers to enhance across-the-board customer support, inside sales support, billing and customer master database in order to meet company service demands.
- ISO Control of all Customer Service & Inside Sales Work Instructions and Customer Profiles.
- Successfully recommended and participated in numerous improvement projects with cross functional teams including IT and SAP SD Analysts.
- Directed team of 6 supervisors and managers to enhance across-the-board customer support, inside sales support, billing and customer master database in order to meet company service demands.
- ISO Control of all Customer Service & Inside Sales Work Instructions and Customer Profiles.
- Successfully recommended and participated in numerous improvement projects with cross functional teams including IT and SAP SD Analysts.
Education
Various Accounting, Business & Payroll
Catawba Valley Community College
Hickory, NCFinance And Banking
University of Hawaii At Manoa
Honolulu, HIPsychology
Appalachian State University
Boone, NCSkills
- Assessing Performance
- Providing Solutions
- Database Maintenance
- Team Management
- Adaptable and Resilient
- Remote Work Coordination
- Leadership
- Change Management
Timeline
Director of Customer Service & Inside Sales
Shurtape Technologies, LLC
06.1988 - Current
Various Accounting, Business & Payroll
Catawba Valley Community College
Finance And Banking
University of Hawaii At Manoa
Psychology
Appalachian State University
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