KELLY GILES
Inman,SC
Summary
Knowledgeable Service Center Manager with proven background in managing service centers to ensure smooth and efficient operations. Leveraged strategic planning and team leadership to enhance customer satisfaction and operational efficiency. Demonstrated problem-solving abilities and effective communication skills to foster collaborative work environment.
Overview
14
14
years of professional experience
Work History
Service Center Manager
Applied Industrial Technologies
01.2024 - Current
- Established performance goals for staff, providing ongoing feedback and coaching to drive success.
- Resolved escalated customer issues promptly, strengthening customer loyalty in the process.
- Promoted a positive work culture by fostering open communication channels among team members.
- Improved customer satisfaction by implementing efficient service center processes and procedures.
- Implemented training systems for new employees on [Service].
- Trained new staff members on company policies and center expectations.
- Managed budgets and resources effectively, ensuring profitability of the service center.
- Increased revenue with targeted marketing strategies to attract new clients.
- Aligned team objectives with organizational goals through effective communication of expectations and responsibilities at all levels of the workforce hierarchy.
- Scheduled daily service center employees and monitored performances.
- Implemented inventory control systems to minimize waste and optimize stock levels.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Inside Sales/Customer Service
APPLIED INDUSTRIAL TECHNOLOGIES
07.2022 - Current
- Responds to requests for RFQ and market leads, review of RFQ, product identification, and obtaining price and lead times
- Analyzes quotes to identify additional sales where applicable
- Solicits and records quote
- Process customer purchase order/change orders
- Includes the reviewing of purchase order against quote, contract or Applied terms and conditions, resolving any discrepancies, creating sales order for accuracy and sends confirmation/acknowledgment
- Manages customers’ open orders
- Includes processing customer expedites, periodic review of open orders to address issues and communicating status/issues to customers
- Assist customers with additional information requirements
- Includes providing tracking, POD, invoices, packing slips, product literature etc
- Process RMA requests
- Including obtaining facts, obtaining decision to accept or reject request, creating/issuing RMA, monitoring and RMA and all communications involved
- Enters and expedites replacement orders
- Monitors customer accounts, understanding issues, trends and general 'healthiness' of the customer-supplier relationship to assist the organization in the service and support of all of our customers
Customer Service Department Product Management
MACK Industries
04.2021 - 07.2022
- Responsible for the development and strategy of assigned products lines and ensuring that the Executive Management team is aware of all vendor business objectives, challenges and needs
- Develop and execute strategic plans and act as the liaison between the vendor and Mack
- Currently responsible for 14 overall lines in the vendor business capacity
- Provide quality sales support to Mack employees in regards to assigned Vendor line
- Asset management for the vendor line including, inventory, returns, purchase orders
- Network and build relationships within the Vendor to promote Mack Industries
- Work with Vendor to streamline processes
- Maintain a high profile with Vendor
- Maximize on all accrued marketing dollars with strategic plans for growth and nurturing
- Create strategic marketing plans
- Ensure execution of marketing deliverables
- Understand the competitive landscape of the Vendor
- Quarterly Business Reviews
- Coordinate meetings between Vendor and respective Mack executives
- Identify key trends
- Training of peer team members
Customer Service Representative Returns Department
Eaton Corporation
04.2019 - 04.2021
- Provided world class customer support to customers and internal teams
- Most impactful accomplishment was authoring a procedural handbook that would serve as the core process document for all team members across all customer service departments worldwide
- Working directly with customers via phone and email to represent the company and assist customers with returns and issues
- Advisement to customers of options and pricing
- Accurately process customer requests including orders, credits and OEM information
- Resolve problems with shipments or invoicing
- Issue return goods authorizations and enter replacement orders as necessary
- Collaboration with other departments to ensure excellent customer service
- Responsible for ensuring issues are escalated to management for prompt investigation or action as appropriate
Assistant Director / Preschool Teacher
Sunshine House CDC
03.2014 - 11.2016
- Responsible for the development and execution of an ongoing program that promoted the social, emotional, cognitive and physical development of each individual child
- Develop weekly plans and activities
- Maintain records on each child’s development
- Implemented an IEP for children with disabilities
- Attended staff meetings and all training required by the State of South Carolina
- Provided day to day supervision of my teacher’s aide, teacher’s assistant, as well as substitutes and volunteers
- Conducted individual parent conferences to discuss their children’s development and needs
- As assistant, I took over the director’s duties in their absence
Owner / Operator
DHEC Certified at Home Daycare
07.2012 - 12.2013
Assistant Director
Sunshine House CDC
02.2011 - 07.2012
Education
International Paralegal Program -
Duke University
Raleigh, NCBusiness Associate Degree -
Spartanburg Methodist College
Spartanburg, SCSkills
- Proficient in Microsoft A
- Oracle/Ariba/SAP
- Safety trained
- Motivation
- Document processing
- Reliability
- Customer Relations
- Multitasking
- Team building
References
Personal References available upon request
Phone
cell, 7275147555
Timeline
Service Center Manager
Applied Industrial Technologies
01.2024 - Current
Inside Sales/Customer Service
APPLIED INDUSTRIAL TECHNOLOGIES
07.2022 - Current
Customer Service Department Product Management
MACK Industries
04.2021 - 07.2022
Customer Service Representative Returns Department
Eaton Corporation
04.2019 - 04.2021
Assistant Director / Preschool Teacher
Sunshine House CDC
03.2014 - 11.2016
Owner / Operator
DHEC Certified at Home Daycare
07.2012 - 12.2013
Assistant Director
Sunshine House CDC
02.2011 - 07.2012
Business Associate Degree -
Spartanburg Methodist College
International Paralegal Program -
Duke University
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