Marie Monts
Jacksonville,FL
Summary
Results-driven Customer Service Director known for high productivity and efficient task completion. Specialize in strategic planning, team leadership, and customer relationship management. Excel in communication, problem-solving, and adaptability to ensure positive outcomes and enhanced customer satisfaction. Committed to leveraging these skills to drive success and foster strong client relationships.
Overview
19
19
years of professional experience
Work History
Global Customer Service Director
Customized Distribution, LLC
Jacksonville, FL
03.2016 - Current
- Developed and implemented customer service policies and procedures for both the domestic and international customer base.
- Analyzed customer feedback data and identified opportunities for improvement.
- Established key performance indicators to measure the effectiveness of customer service operations.
- Recruited, trained, and managed a team of customer service representatives, consisting of a manager, supervisors, and reps.
- Monitored call center performance metrics such as average handle time, first-call resolution rate, and abandonment rate.
- Developed training materials for new hires and ongoing development of existing staff members.
- Measured and tracked KPIs to enhance customer experience and improve customer retention.
- Reduced department labor costs by managing overtime and refining shift schedules.
- Managed the daily operations of the International execution team, selecting and loading 6-8 containers a day.
- Interacted directly with brand management to ensure all international needs were met and performed at an exemplary standard.
- Conducted regular meetings with staff to review progress and provide feedback.
- Coordinated cross-functional teams to develop comprehensive solutions for complex requests from customers.
Administrative Director
Reinhart Foodservice L.L.C.
Jacksonville, FL
02.2006 - 10.2016
- Supervised a team of domestic and international customer service representatives, as well as other support staff, in their daily activities.
- Collaborated closely with other departments to ensure smooth flow of operations across the organization.
- Facilitated communication between various teams across multiple locations.
- Oversaw human resources requirements, including employee onboarding, managing and administering health and employee benefits and maintaining personnel records.
Education
Business Administration and Management
Thornton High School
South HollandSkills
- Workforce Planning
- Policy Enforcement
- Escalation management
- Brand representation
- Customer Relationship Management
- Team training and development
- Shipping coordination
- Employee Performance Management
Accomplishments
- Reinhart Food Service - HR Manager of the Year - 2012
Timeline
Global Customer Service Director
Customized Distribution, LLC
03.2016 - Current
Administrative Director
Reinhart Foodservice L.L.C.
02.2006 - 10.2016
Business Administration and Management
Thornton High School
Similar Profiles
Danielle L PenderDanielle L Pender
Customer Service Manager at Customized Distribution LLCCustomer Service Manager at Customized Distribution LLC
Jereamie CookJereamie Cook
Operations Manager at Customized Distribution LLC.Operations Manager at Customized Distribution LLC.
WILLIAM BARTELSWILLIAM BARTELS
Chief Financial Officer at CUSTOMIZED DISTRIBUTION, LLCChief Financial Officer at CUSTOMIZED DISTRIBUTION, LLC