Summary
Overview
Work History
Education
Timeline
Generic

Kelly Biddle

Fort Wayne,IN

Summary

Personable and dedicated Customer Service Manager with extensive experience in the repair parts industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing our business.

Overview

42
42
years of professional experience

Work History

Senior Group Manager - Customer Service

Parts Town
Fort Wayne, IN
10.2019 - Current
  • Manage Corporate Partnerships segment in Institutions.
  • Responsible for a group of 15-20 people to hit budget goals.
  • Successfully achieved top line sales goals for the last 4 years.
  • Evaluated individual and team business performance and identified opportunities for improvement.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Organized events and meetings for the group.
  • Mediated conflicts between employees and facilitated effective resolutions to disputes.
  • Interviewed prospective employees and provided input to Talent on hiring decisions.
  • Work closely with other group managers to achieve goals for Institutions.
  • Business Development interaction to build sales as a team daily.
  • Successfully work to save the company money through RMA's and adjustments.
  • Back-up for offline work, Esker, and online calls if needed.
  • Goal oriented while pushing myself and the team to achieve all numbers.

Customer Service Group Manager

Heritage Food Service Group
Fort Wayne, IN
12.2013 - 10.2019
  • Analyze, define, communicate, and provide feedback regarding objective and results for the group for priority metrics related to: parts, profit, discounting application, top line sales, freight revenue, sales calls, and returns reductions.
  • Teach and demonstrate operating functions and best practices.
  • Monitor and measure CSR performance through established reporting procedures.
  • Delegate and assign functions and tasks to the Team Leader and follow up when necessary. Hold the TL responsible.
  • Handle employee and customer complaints efficiently and effectively in all aspects.
  • Assist Customer Service Team Leaders with building management skills.
  • Migrate to operational mode of management and oversight.
  • Accountable for attaining group objectives in terms of customer satisfaction, top line sakes. margins, returns, freight revenue, and operating efficiency.
  • Successfully managed group to build other leaders and meet sales goals.

Team Leader - Customer Service

Heritage Food Service Equipment
Fort Wayne , IN
01.1998 - 08.2011
  • Managed a team of representatives.
  • Ensured members made outbound calls and sales goals.
  • Performed reviews, training, and guidance for CSR's.
  • Continued to look for new customer opportunities to build sales.
  • Teach, train, and develop customer service representatives with new procedures and operational systems.
  • Meet monthly goals outlined by the company in sales.
  • Mentored newly hired employees on operations and expectations.
  • Identified needs of customers promptly and efficiently.
  • Maintained positive working relationship with fellow staff and management.

Customer Service Representative

Heritage Food Service Equipment
Fort Wayne, IN
12.1993 - 12.1997
  • Sold over $1 million in sales in 1998, 1999, 2000, and 2001 in replacement parts.
  • Took incoming calls to help customers, process quotes and complete orders.
  • Worked my way up to consistently being in the top 5 in sales within the company.
  • Built relationships with expertise customer services.
  • Sea World and Busch Gardens were given to me as a challenge to build report and sales within our company. They came to be some of my largest accounts.
  • Responsible, dedicated, and dependable to job and company to ensure success.

Store Manager

Madison's Retail Store
Fort Wayne, IN
05.1988 - 07.1993
  • Managed store operations and supervised employee functions.
  • Interviewed, hired, trained, motivated and developed sales associates.
  • Conducted annual staff reviews.
  • Communicated with district manager and buyers concerning merchandise needs.
  • Supervised store activities, scheduled work hours for coverage for store hours, assisted in month reviews, and merchandised the store.

Assistant Store Manager

Casual Corner
Fort Wayne, IN
07.1987 - 05.1988
  • Supervised store operations; achieved daily figures according to last year's plan.
  • Assistant sales associates to achieve goals.
  • Worked directly with customers to obtain personal productivity and daily goals.

Sales

LS Ayres
Fort Wayne , IN
05.1982 - 06.1987
  • Beauty Advisor - cosmetics: assisted customers in profiling skin type to reveal needs; met monthly goals concerning productivity, average unit sale, and top products. Also, followed up on regular customers, and gained knowledge in computerized skin care analysis.
  • Sold all typse of cosmetics and gained knowledge of Ester Lauder, Clinique, and Ultima II.
  • Sales - infant department; sold merchandise, put out stock, and helped customers.

Education

Associate of Science - Marketing

Indiana University
Fort Wayne
08-1987

Timeline

Senior Group Manager - Customer Service

Parts Town
10.2019 - Current

Customer Service Group Manager

Heritage Food Service Group
12.2013 - 10.2019

Team Leader - Customer Service

Heritage Food Service Equipment
01.1998 - 08.2011

Customer Service Representative

Heritage Food Service Equipment
12.1993 - 12.1997

Store Manager

Madison's Retail Store
05.1988 - 07.1993

Assistant Store Manager

Casual Corner
07.1987 - 05.1988

Sales

LS Ayres
05.1982 - 06.1987

Associate of Science - Marketing

Indiana University

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