Ryan Heffner
Reynoldsville,PA
Summary
Experienced with leading customer service teams to ensure top-notch customer satisfaction. Utilizes strategic planning and process improvements to boost efficiency. Track record of developing team capabilities and resolving customer issues effectively.
Overview
19
19
years of professional experience
Work History
Customer Service Manager
Miller Fabrication Solutions
12.2017 - Current
- Managed, trained and staffed team including Project Managers, Estimators and Account Representatives
- Implemented new CRM into use within organization
- Negotiated contracts for new business
- Responsible for team handling all customer interactions and outcomes
- Selection of new work and timing of launches
- Responsible for forecasting customer demand to organization for S&OP
- Member of companies strategic planning team
- Increased services of department by merging two departments increasing interdepartmental efficiencies
- Implemented cross departmental workflows leading to clear expectation of required actions and needed timing
- Worked to satisfy customer needs in times of constraint to outsource processes
- Used ERP system to track and enter customer orders, complaints and returns
- Member of Vistage Emerging Leaders program
Material Handler
Domtar
06.2015 - 12.2017
- Worked with team to meet production requirements
- Performed routine maintenance of equipment in my workspace
- Adhered to safety policies and participated in safety committee
- Assessed raw material for use in equipment and made necessary modifications for use
Sales Specialist
Lowe's Home Improvement
01.2006 - 06.2015
- Worked with customers to design and sell windows and doors according to customer specifications
- Maintained millwork department stocking
- Top 5 salesmen in region for millwork department
Secondary Teacher
Punxsutawney Christian School
08.2012 - 08.2014
- Taught 7th-12th grade students’ history, algebra, chemistry and gym classes
- Facilitated online learning classes
- Created social studies curriculum
- Planned and led senior high service trips to Tennessee
Facilitator
St Marys School District
08.2010 - 08.2012
- Tutored students in academic classes
- Substitute taught
- Proctored state assessments
- Assisted shop teachers in entry level classes
- Taught summer school classes
- Taught at risk students in home setting
Education
Bachelor's degree - Secondary Education, Minor in History
Clarion University
Clarion, PA05.2010
Skills
- Contract Manufacturing
- Strategic Planning
- Management
- Presentations
- CRM
- ERP Systems
- Problem-solving
- Customer service
- Microsoft outlook, word, and Excel
- Customer relations
- Training and mentoring
- Decision-making
Timeline
Customer Service Manager
Miller Fabrication Solutions
12.2017 - Current
Material Handler
Domtar
06.2015 - 12.2017
Secondary Teacher
Punxsutawney Christian School
08.2012 - 08.2014
Facilitator
St Marys School District
08.2010 - 08.2012
Sales Specialist
Lowe's Home Improvement
01.2006 - 06.2015
Bachelor's degree - Secondary Education, Minor in History
Clarion University
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