Highly energetic, customer focused sales professional with extensive experience, reliable and great team player. Exceptional communication skills with a focus of the corporate perspective. Strengths include driven work ethic, "out of the box" thinker, and problem resolution. Responsive to challenges and implementing change.
Overview
6
6
years of professional experience
Work History
Customer Service Manager/Shipping & Receiving Manager
R&M High Speed Stampings formerly Thomas Engineering Company
10.2019 - Current
Manage the entire Customer Service department by delivering excellent customer service through fast and accurate processing orders, communication and coordinating with other departments to resolve inquires, communicate with all customers via email or phone if there is foreseen delays in production
Work in direct contact with outside sales representatives to generate new sales and upsell
Process invoices daily and email invoices to accounts payable
Created macro program in excel to create the monthly commission reports instead of manually entering the information from the ERP system which created many errors in the past
Manage the entire shipping and receiving department, create pick tickets, run packing slips, schedule carriers to pick up, run shipping labels, process purchase orders for outside subcontracting, receive purchase orders and approve invoices from carriers for accounts payable
Update forecasts in ERP system weekly.
Resolved customer complaints while prioritizing customer satisfaction and loyalty.
Created and reviewed invoices to confirm accuracy.
Took ownership of customer issues and followed problems through to resolution.
Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
Kept accurate records to document customer service actions and discussions.
Generated customer satisfaction surveys to analyze results into action plans.
Led improvement initiatives to advance operational efficiencies and increase revenue.
Prospected for leads to build pipeline and convert to sales opportunities.
Customer Service Manager
Carbide Tool Services Inc
08.2018 - 03.2019
Managed a team of three customer service representatives by enforcing company policies and procedures
Also implemented changes to accommodate providing the best customer service to our internal and external customers
Hired and trained new customer service representatives
Updated and followed ISO procedures
Processed accounts receivable and collections
Purchase research and purchasing to find the best possible price and availability
Processed monthly sales reports.
Account Manager, United States and Canada Territories
Babcock-Davis (a Division of Nystrom Incorporated)
- 08.2018
Management (existing and new business)
Rep Development and Strategic Management
Development and distribution of persuasive pricing programs (all large customer and potential customer)
Resource Development and Customizations
Customer and Territory Growth Comprehension
Innovative Approach
Critical Thinking and Creative Solutions.
Customer Service/Account Manager
CrownTonka Walk-ins
02.2008
Cross-trained and provided back up for other customer service representatives when needed
Directed calls to appropriate individuals and departments
Developed reputation as an efficient service provider with high levels of accuracy
Communicated with vendors regarding back order availability, future inventory and special orders
Provides effective communication and customer service support to the sales, marketing and administrative teams on daily basis
Ensures superior customer experience by addressing customer concerns, demonstrating empathy, and resolving problems on the spot
Required to read blue prints and quote from them.
Senior Call Center Lead/Project Manager
Mate Precision Tooling
06.1990
Created Mentoring Training Program for new employees in the Customer Service department
Communicated with internal and external customers via phone, fax, email and written correspondence in a timely, efficient manner
Assigned primary contact for key accounts and OEM director
Assumed management responsibilities when needed.
Education
Bachelor of Arts - Organizational Management & Communication
Concordia University
01.2007
Associate in Applied Science - Supervisory Management
Anoka Technical College
01.2005
Skills
Sales Leadership
Customer and Industry Knowledge
Account Management
Strong Customer Relations
Sales Forecasting
Pricing Models
Customer and Sales Training
Critical thinking
Lead by Example
Team Player
Cad Key
Microsoft Office (Word, Excel, PP)
ADP Payroll Systems & Ceridian Payroll Systems
Nortel 2616 Phone Systems & 11c PBX Call Center Phone Systems
Specification Interpretation
CRM Software
Call Management
Complaint Resolution
Account Updating
Problem-Solving Abilities
Customer RMA Management
Call Center Experience and Operations
Customer Relationship Management (CRM)
Microsoft Outlook
Critical Thinking
Project Management Abilities
Team Leadership
ISO 9001:2015
ERP Systems
Training Seminars
Knock Your Socks Off Customer Service
Managing for Success
Professional Development Plan Training
Teamwork
Problem Solving
Volunteer Experience
Special Olympics
Timeline
Customer Service Manager/Shipping & Receiving Manager
R&M High Speed Stampings formerly Thomas Engineering Company
10.2019 - Current
Customer Service Manager
Carbide Tool Services Inc
08.2018 - 03.2019
Customer Service/Account Manager
CrownTonka Walk-ins
02.2008
Senior Call Center Lead/Project Manager
Mate Precision Tooling
06.1990
Account Manager, United States and Canada Territories
Babcock-Davis (a Division of Nystrom Incorporated)
- 08.2018
Bachelor of Arts - Organizational Management & Communication
Concordia University
Associate in Applied Science - Supervisory Management
Anoka Technical College
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