Summary
Overview
Work History
Education
Skills
Certification
Languages
Computer Software Knowledge
Websites
Languages
Timeline
Generic

Ines V Colon

Vero Beach

Summary

Customer Service Manager with extensive experience at Univar Solutions, utilizing Six Sigma methodologies to drive process improvements. Achieved service level enhancements, managing a $6,000 monthly budget for 30 CSRs, resulting in performance target increases from 43-46% to 95-100% over two years. Demonstrated effective coaching strategies, leading to a 99.8% success rate in meeting annual performance goals.

Overview

44
44
years of professional experience
1
1
Certification

Work History

Customer Solution Manager

Alva Manufacturing
Vero Beach
01.2023 - Current
  • Lead of weekly team huddle
  • Rebranded Customer Service team to more a Concierge Service team
  • Realigned CAP with Sales Rep to better serve the customer
  • Created a Career growth within the department
  • Written the Delivery and Return process
  • Improved teamwork, cross-functional collaboration, employee skills and information sharing amongst organization through training and team building activities
  • Provides continuous Improvement
  • Monitors and coaches' staff regarding daily processing goals and data entry goals
  • Working with Team Lead to make sure each team is completing work in a timely and high-quality manner while adhering to company policy
  • Identifying and addressing any internal employee issues relating to performance, attendance and moral
  • Handles customer escalations as needed via call/email to achieve immediate resolution
  • Hiring new employees as needed to keep all teams within the department performing optimally
  • Ensuring new employees are trained per the department plan and continuously reviewing and improving the training programs
  • Engages in team building activities to help staff understand, embrace, and achieve key performance indicators
  • Provides program specific training for supported programs including review of policy/procedure training with each member
  • Interacts with multiple departments to ensure cooperation to meet the needs of the customer.
  • Makes presentations and represents customer care at various interdepartmental and sales meetings
  • Attended conferences and trade association meetings and reports back on best practices, benchmarking, etc.
  • Proactively working with other departments such as sales, Finance, Operations and Account Management to gather information and resolve issues as needed
  • Creating and running monthly reports to ensure accuracy of system data
  • Evaluating opportunities for process improvement and or automation to increase department efficiency
  • Giving 90-day and annual performance reviews

Customer Service Supervisor

Univar Solution
Morrisville
02.2018 - 01.2023
  • Created a Team Coaching form for Monthly reviews
  • Recruit, train and lead a team of Customer Service Solutions Representatives in a fast-paced environment
  • Strong problem-solving skills and the ability to think analytically while working in a fast-paced environment
  • Support individual and team growth through continuous training and real-time feedback
  • Proven ability to successfully provide relevant and immediate feedback in a fast-paced and complex environment
  • Handle customer experience escalations ensuring the best possible experience for all customers
  • Participated in the Office implementation plan SAP and Cisco resulting in serve level improvements and cost reductions
  • Completed and deliver performance reviews development plans and disciplinary actions
  • Improved teamwork, cross-functional collaboration, employee skills and information sharing amongst organization through training and team building activities
  • Overall responsibility for Customer service associate performance improvement to meet agreed upon productivity and quality objectives.
  • Manage a team of 12-18 Customer Service Rep at varying skill levels
  • Supervise Customer Service Rep answering calls and emails from customers seeking assistance with post-order issues such as returns, replacements, refunds, delivery status, back-order inquiries and any other issues that may arise in the order fulfillment process
  • Provide extensive coaching and counseling to assist Customer Service Rep in meeting customer satisfaction, resolution targets, exceed customer expectations, build customer loyalty, and take advantage of sales opportunities
  • Conduct side-by-side observations and quality assurance (call monitoring) reviews, order entry audits
  • Make recommendations and/or take corrective action to manage performance as appropriate and be an integral part of the disciplinary and termination process
  • Work closely with Human Resources and Senior Leadership to address and resolve employee issues
  • Effectively interview and recommend candidates for hire
  • Project Management created and implemented career development/leadership program that provided development opportunities for aspiring leaders to career develop into Senior, Leads and Supervisor roles
  • Analyze trends based on historical data to close performance gaps
  • Respond in a professional and courteous manner to escalated customer service inquiries, requests, or complaints to reach an effective resolution
  • Quality monitoring and inspection utilized Cisco to listen to live and recorded calls for coaching and training purposes
  • Responsible for maintaining personnel records including performance and attendance.
  • Adheres to and ensures the team upholds all safety rules.
  • Manage Customer Service Incentive and Recognition for 30 CSRs within monthly $6,000 budget, Rep meeting monthly performance targets increased from 43-46% to 95%-100% over two-year period
  • Effective coaching and performance my team to achieve 99.8 success ratio for yearly performance goals
  • Interacts with multiple departments to ensure cooperation to meet the needs of the customer.
  • Makes presentations and represents customer care at various interdepartmental and sales meetings
  • Attended conferences and trade association meetings and reports back on best practices, benchmarking, etc.
  • Manage system failures and outages; working with IS and Customer Service teams minimizing loss of productivity and customer disruption.

Customer Service Supervisor

VWR International
Bridgeport
04.2016 - 02.2018
  • Team Colon 1st place with VOC Metric
  • Lead the OLE Project at BPT
  • Safety Warden
  • Salesforce Communications Team
  • 2017 Network Leadership Team
  • Overall responsibility for Customer care associate performance improvement to meet agreed upon productivity and quality objectives.
  • Responsible for Customer Care associate development.
  • Managers associate hiring, retention, progressive disciplinary process, and terminations, as necessary.
  • Lead focus teams and pilot projects on areas of improvement. Leads and participates, assists, and represents customer service on process improvement initiatives, such as Kaizen, OLE projects, etc. May take the lead on smaller projects or portions of significant projects.
  • Manages Customer Care representative and Team Lead training and coaching.
  • Supports quality monitoring program by performing monthly QM assessment, reviewing for trend and improvement opportunities, and providing monthly CCX coaching sessions.
  • Interacts with multiple departments to ensure cooperation to meet the needs of the customer.
  • Makes presentations and represents customer care at various interdepartmental and sales meetings
  • Attended conferences and trade association meetings and reports back on best practices, benchmarking, etc.
  • Manage system failures and outages; working with IS and Customer Service teams minimizing loss of productivity and customer disruption.
  • Support business needs, when necessary, as part of the business continuity plan; temporarily manage daily business needs during business continuity event to minimize customer interruptions
  • Handles most complex escalated calls, complaints, questions, and queries as necessary
  • Responsible for maintaining personnel records including performance and attendance
  • Responsible for following and enforcing building procedures
  • Adheres to and ensures team upholds all safety rules

Customer Service (No Reports)

Puratos
Cherry Hill
05.2015 - 04.2016
  • Develop a Working document for Samples
  • Super User to SAP
  • Evaluate and determine root cause and corrective action for external (customer) quality complaints using problem analysis tools.
  • Implement and document corrective actions.
  • Manage the Customer Service process from beginning to end, to ensure the fulfillment of customer orders in line with processes and procedures.
  • Point of contact for any escalated customer enquiries or complaints to ensure prompt and satisfactory resolution of any issues affecting service.
  • Manage process details for large national chains and independents; process includes contract and pricing verification, inventory management tracking, customer system updates, item verification, distribution coordination, etc.
  • Ensures all stock is moved correctly in business system (SAP) and physically so stock levels are reflected correctly for production.
  • Log quality complaint notifications in business system and assigns tasks as necessary to drive complaint to resolution.
  • Work closely with Production Planning, Corporate Quality, and Customer Service
  • Investigate customer's problems and find solutions. Communicate with customers via phone, email, or letter.
  • Provide email scripts how to write correspondence
  • Responsible for managing and processing customer orders to required delivery timelines, keeping the customer fully informed on issues affecting service.
  • Liaison with customers to ensure the timely processing and shipment of orders and to resolve any customer enquiries or complaints.
  • Manage the logging and resolution of customer queries and complaints, while ensuring that departmental processes and procedures are adhered to.
  • Ensure that the department’s operational processes are effective in-service delivery and are continuously improved to achieve best practice.
  • Manage the allocation, prioritization, and general management of customer’s orders to ensure service levels are met.
  • Act as a point of contact between the customer and operations to ensure all issues affecting customer service performance are identified and appropriate remedial action taken.
  • Manage the day-to-day changes to ensure the service levels/objectives are met and improved upon.

Customer Service Manager

Arbill Safety Industry
Philadelphia
02.2014 - 02.2015
  • Develop a Customer Satisfaction Survey
  • Develop a Team Capacity Plan
  • Career Level Top Grading System
  • Created a simple Call Monitoring system
  • Created a Dashboard for the Team
  • Manage process details for on-boarding large national chains and independents; process includes contract and pricing verification, inventory management tracking, customer system updates, IT process coordination, invoicing administration, item verification, distribution coordination, etc.
  • Manage a team of 10 Customer Service Rep and 3 Sales Assistant
  • Developed short- and long-term strategic plans for Customer Service: develops model for partnering with sales, develops training programs for staff, develops Quality plan for department; does benchmarking of best Order Fulfilment practices inside and outside of the business unit.
  • Demonstrated ability to work with cross-functional teams and resolve issues through others not under direct control
  • Performed monthly and yearly Development Performance Reviews and Key Performance Indicators with staff; ensure they are understood and met and develop sales techniques of each customer service representative to drive revenue growth
  • Evaluates staff on ability to meet performance objectives through continuous coaching and development
  • Identifies gaps and recommends measures to improve methods, and increase efficiency and directs and advises improvement strategy when objectives are not met
  • Development of quality improvement programs to increase productivity and improve service levels
  • Assist the sales force and sales force management in maintaining current customers by continually providing guidance, new methods to resolve cost, inventory, availability, and accounts receivable issues.
  • Develop sales techniques of each Sale Service representative to drive revenue growth
  • Analyze daily and weekly team statistical reports; prepare spreadsheets that reflect current data.
  • Track, report and Set progress against goals for all Sales Service representatives, including RMA’s, Goal against Territories, Speed of Answer, Average Talk Time, Quality Scores, Routing phone system to reach available agent within its region.

Project Integration

McKesson Medical-Surgical
Moorestown
11.2013 - 02.2014
  • Manage a concept to full implementation
  • Manage process details for on-boarding large national chains and independents; process includes contract and pricing verification, inventory management tracking, customer system updates, IT process coordination, invoicing administration, item verification, distribution coordination, etc.
  • Customer Implementation Specialist, Extended Care Sales Administration is responsible for managing the on-boarding of new and transitioned large national/regional chains or independents for Home Care, Long Term Care, Government and Web Retail.
  • Responsible for the project management of the customer on-boarding program, including administering the back end set up functionality, process flow, customer relations, and reporting required for the new customers.
  • Responsible for communicating and coordinating tasks associated with on-boarding large chains, i.e., working with pricing, rebates, inventory management, distribution, FP&A, sales, customer service and other departments, as necessary.
  • Responsible for maintenance and support which may include issue resolution, reporting, costing/pricing discrepancies, customer relations, etc.
  • Project management of on-boarding process for McKesson Medical Surgical customers
  • Create reporting tools for customer program management
  • Develop or maintain metrics for process tracking to manage expectations and program implementation and for communication to management
  • Manage external customer relations and project communication
  • Administer day-to-day continued support for customers, including issue resolution, pricing or contract discrepancies, item changes, formulary updates, etc.
  • Responsible for the planning and implementation of projects that support the Sales organization. Assist Sales department in providing technical and administrative product information. Prepares the distribution of accounts to the Sales Representatives and updates the automated tracking system.

Customer Service Manager

McKesson Medical-Surgical
Moorestown
08.2011 - 10.2013
  • Create SOPs guidelines for Customer Service and Customer Service Incentive Programs
  • Created and implemented Career Path for customer service
  • Maintain KPI's for avg handle time less 6 minutes, service level at 93% and abandonment rate of 1.5%
  • In the event of staff shortages answer inbound and make outbound calls based on call volumes
  • Organized and lead Customer Service Week and Diversity Luncheon
  • Manage a team of 23 Customer Service Rep (handle an avg of 934 calls per day)
  • Maintain KPI's for avg handle time less 6 minutes, service level at 93% and abandonment rate of 1.5%
  • Oversee the implementation of organizational policies and procedures and identify and make recommendations for process improvements
  • Monitor the performance of personnel to ensure a productive work environment and the HR function in the areas of staffing and training.
  • Continue to build a teamwork environment that encourages hard work and collaboration and ensure workflow efficiencies, customer service excellence, and quality assurance

Project Manager of Marketing

Matheson Tri-Gas, Inc.
Montgomeryville
04.2004 - 08.2011
  • Project Manager that implemented eMarketing that resulted in a cost savings of $250K, and generated $850K in revenue
  • Negotiated a recent savings of $150k for Web Site Upgrade project and negotiated a realized savings of $175K in Government Contracts and generated 1 million in revenue
  • Six Sigma, Green and Yellow Belt Certified in Process Excellence and Lean Manufacturing.
  • Created SOPs guidelines for Customer Service and created call scripts for Customer Service
  • Centralized Retail Locations Phone to the Center and created Product Catalog (Medical and Bulks)
  • Planned and executed the customer communication strategy for the web-based program, which increased sales volume by 15%
  • Achieved 20% growth over three years in a competitive marketplace through GSA
  • Instituted telemarketing into the company to qualify sales leads, leading to a $210K gain in sales.
  • Responsible and accountable for the coordinated management of multiple related projects directed toward strategic business and other organizational objectives including in a call center customer service, sales, marketing etc.
  • Build credibility, establish rapport, and maintain communication with stakeholders at multiple levels, including those external to the organization.
  • Project managed development of company's first ever eMarketing platform creating $850K in gross revenue
  • Define and initiate projects, and assign people to manage cost, schedule, and performance, while working to ensure the ultimate success and acceptance of the Call Center.
  • Present periodic campaigns Dashboard reports on the current program, future opportunities, and client issues
  • Preparation of training manuals and policy formulation and coordinate social media with LinkedIn and Facebook
  • Led a team of 10 employees for website creation that included production timetable, cost control and project coordination
  • Responsible for streamlining work processes in various teams that include quality control, human resource, communication management and design
  • Work with cross functional leadership team to ensure customer delivery expectations are met.
  • Act as a customer advocate within the packaging organization to ensure customer requests are being met.
  • Partner with business development to ensure seamless project handoff from opportunity won to execution and delivery
  • Work with Supply Chain and Operations to determine the best course of action when issues arise
  • Ensure customer is billed appropriately for all products and services provided
  • Drive process improvements and accountability with the customer service organization through visual management, standard work, and other Lean/Six Sigma tools

Operation Manager

Liberty Industrial Gases
Brooklyn
03.2002 - 04.2004
  • Achieved the targets given by the company and Increased profit of the company by 22%
  • Lead, direct and manage inbound and/or outbound site operations to ensure that the operations staff executes service agreements at, or above the customer's standards.
  • Maximize profitability through superior customer service, effective and prompt communication, and follow-up on all pending matters with the customer
  • Maintain a clean, professional, and safe working environment by inspecting and scheduling maintenance, and ensuring that all office and warehouse equipment is properly accounted for and in safe working condition
  • Utilize superior communications skills to motivate staff and develop effective working relationships with peers, executives, and clients
  • Address all employee performance problems promptly and directly in accordance with company personnel policies and procedures

Inbound Call Center Coach

BOC Gases
Lebanon
09.1997 - 03.2002
  • Trained and performed activities relating to Industrial Gases, Welding Equipment Order Entry, and Office Safety
  • Created Customer Service Incentive Program and Enhanced Customer Satisfaction
  • Developing Standards, Process Improvement and Call Center Support
  • Direct call center operations as a liaison between clients, supervisors, and call center employees of a 24/7/365 team
  • Administer performance management by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development, and corrective action plans.
  • Perform quality checks, develop, and review performance reports, identify areas to improve, and implement measures to improve performance levels and meet objectives.
  • Develop sales techniques of each customer service representative to drive revenue growth
  • Manage the day-to-day responsibilities of an assigned team (approximately 55+ people)
  • Analyze daily and weekly team statistical reports; prepare spreadsheets that reflect current data.
  • Track, report and Set progress against goals for all customer service representatives, including Abandonment Rate, Average Speed of Answer, Average Talk Time, Quality Scores, First Call Resolution Rate, Routing phone system to reach available agent within its region.
  • Wrote scripts and handled escalated calls from CSR Representatives and launched the Anti-Stress Campaign
  • Monitor interaction between staff and callers to ensure quality assurance standards and Review call center statistics to measure staff performance and the need for improvement

Customer Service Manager

Wilson & Stokes, Inc.
Trenton
02.1982 - 09.1997
  • Effectively set operational priorities and directed management and staff resources to enable successful attainment of operational goals and budgets
  • Responsible for the budget of the company
  • Recommended and rolled out rewards/recognition and coaching/corrective practices to ensure that all personnel were effectively aligned with company goals
  • Identified and made recommendations for process improvements.
  • Oversaw the implementation of organizational policies and procedures.
  • Monitored the performance of personnel to ensure a productive work environment.
  • Managed the HR function in the areas of staffing and training.
  • Motivated employees to achieve personal goals and to consistently meet expected quotas.
  • Built a teamwork environment that encouraged hard work and collaboration.
  • Ensured workflow efficiencies, customer service excellence, and quality assurance.

Education

bachelor's degree - Business of Science- Business Administration

Ashworth College
01.2017

associate degree - Applied Science- Business Administration

Ashworth College
01.2016

Skills

  • Process Improvement
  • Six Sigma Green Belt
  • Innovative Problem-Solving
  • Data-Driven decision-making
  • Project Management
  • Employee Development
  • Leadership Skills
  • Sales-driven
  • Interpersonal Skills
  • Customer Relations
  • SAP
  • Cisco
  • Salesforcecom
  • Insurance Compliance System (ICS)
  • Tableau
  • Krono’s Workforce Central
  • Microsoft Office
  • Excel
  • Word
  • Outlook

Certification

  • Employee of the year 2019, 2020, 2021
  • Customer Service Excellence Team 2022
  • Best Practice Award 2021
  • CX Customer Experience 2021
  • Six Sigma Green Belt 2009
  • Six Sigma Yellow Belt 2007
  • Safety Awareness, 2008
  • Integrity Award 2000
  • Excellence Award 1999

Languages

Bilingual-English/Spanish

Computer Software Knowledge

  • Strong knowledge of SAP
  • Cisco and Cisco reports
  • Salesforce.com
  • Insurance Compliance System (ICS)
  • Tableau
  • Krono’s Workforce Central
  • Strong knowledge and Proficient in Microsoft Office
  • Excel
  • Word
  • Outlook

Languages

English
Professional
Spanish
Professional

Timeline

Customer Solution Manager

Alva Manufacturing
01.2023 - Current

Customer Service Supervisor

Univar Solution
02.2018 - 01.2023

Customer Service Supervisor

VWR International
04.2016 - 02.2018

Customer Service (No Reports)

Puratos
05.2015 - 04.2016

Customer Service Manager

Arbill Safety Industry
02.2014 - 02.2015

Project Integration

McKesson Medical-Surgical
11.2013 - 02.2014

Customer Service Manager

McKesson Medical-Surgical
08.2011 - 10.2013

Project Manager of Marketing

Matheson Tri-Gas, Inc.
04.2004 - 08.2011

Operation Manager

Liberty Industrial Gases
03.2002 - 04.2004

Inbound Call Center Coach

BOC Gases
09.1997 - 03.2002

Customer Service Manager

Wilson & Stokes, Inc.
02.1982 - 09.1997

bachelor's degree - Business of Science- Business Administration

Ashworth College

associate degree - Applied Science- Business Administration

Ashworth College

Similar Profiles

CREATE PROFILE