Holly Galvin
Savage,MN
Summary
Encouraging Customer Service/Operations 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.
Overview
19
19
years of professional experience
Work History
Operations Customer Service Manager
Berry Coffee Company
07.2014 - Current
- Manage day-to-day operations of 40 employees
- Led 3 data integration projects including onboarding of employees and customers in implementation of new processes and technology
- Led website redesign project and ongoing management
- Frontline for IT troubleshooting for all systems
- Creation and interpretation of large customer sales reports (trends and budget forecasting)
- Develop presentations and visuals of reporting that increase efficiency of sales team and aids in client acquisitions
- Supplier Evaluation & Selection
- Implementation and execution of target marketing.
- Developed working relationships with internal and external customers while assisting with account management duties.
- Resolved customer billing errors by researching issues in system, asking open-ended questions, and determining root causes of problems.
- Employed comprehensive benchmarks to establish and monitor customer service standards.
- Delivered exceptional training and hands-on motivation to team members to enhance customer satisfaction.
- Assessed customer service trends and evaluated complaints to determine areas in need of enhancement.
- Corresponded with delinquent customers to collect payments and make billing arrangements.
- Made reasonable procedure exceptions to accommodate unusual customer requests.
- Evaluated interactions between associates and customers to assess personnel performance.
- Interacted well with customers to build connections and nurture relationships.
- Trained and guided team members to maintain high productivity and performance metrics.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Reduced operational risks while organizing data to forecast performance trends.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
MANAGER & SERVICE REPRESENTATIVE
VARIOUS COMPANIES
01.2005 - 01.2014
- Worked with several different vendors in ordering and controlling inventory
- Facilitated training of new employees in company systems and software
- Supplied reports to broker team to increase client retention
- Identified claim error trends and resolved complex issues quickly and effectively.
- Accomplished multiple tasks within established timeframes
- Maximized performance by monitoring daily activities and mentoring team members
- Cross-trained existing employees to maximize team agility and performance
- Onboarded new employees with training and new hire documentation
Education
Completed 2 semesters with an emphasis in communication -
Metro State University
Saint Paul, MNDiploma -
Mankato West High School
Mankato, MN06.2000
Skills
- Strong written and verbal communication skills, focus on attention to detail
- Basic SQL (in progress), Microsoft Suite, Quickbooks, AccountMate, Servquest, Routestar
- Customer service optimization
- Team Development
- Root Cause Analysis
- Escalation management
- Sales Support
- Staff Training and Development
- Customer Satisfaction
- Data Tracking
- Account Management
- Customer Relationship Management
- Issue Escalation
- Call center experience
- Employee Performance Management
- CRM Software
Timeline
Operations Customer Service Manager
Berry Coffee Company
07.2014 - Current
MANAGER & SERVICE REPRESENTATIVE
VARIOUS COMPANIES
01.2005 - 01.2014
Completed 2 semesters with an emphasis in communication -
Metro State University
Diploma -
Mankato West High School
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