Summary
Overview
Work History
Education
Skills
Special Projects And Teams
References
Timeline
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Susan Winter

Susan Winter

Overland Park,KS

Summary

Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

14
14
years of professional experience

Work History

Customer Service Manager

Composites One
08.2019 - Current
  • Manage Customer Service Teams in Grimes, IA, Brooklyn Park, MN and Lenexa, KS consisting of 16 direct reports from 2019 – 2024- emphasis is in Aerospace and Wind Energy
  • Ensure Team is adhering to AS 9120 and ISO:2015 Standards
  • Instrumental in development of Aerospace Quoting process for entire company
  • Responsible for recruitment, hiring and training of all CSR staff including allocation of workload
  • Provides motivational and developmental leadership to CSR staff daily, creates performance objectives/goals and applicable training plans, conducts semi-annual performance reviews, and writes and delivers annual performance reviews and provides regular updates on team members' performance to DC Manager(s)
  • Assists DCM(s) with strategic planning and resource allocation
  • Regularly monitors interaction between CSR's and customers to ensure a congruent approach with Stellar Service techniques
  • Provides on the spot coaching to ensure excellent Team moral and Customer Service
  • Drives and facilitates order fulfillment process in a manner that creates customer intimacy and builds and maintains positive, effective relationships with customers
  • Driving CSR team to engage buyers, logistics and transportation resources to identify cost effective solutions that will help to meet/exceed customer expectations
  • Ensures that standard operating procedures and established company guidelines are followed consistently
  • Ensures CSR teams are participating in customer visits and conducting regular reviews with Sellers, Sales Manager and DC Manager and Conducts routine Customer visits based upon business needs
  • Serves as interdepartmental liaison between customer service, warehouse, delivery, sales, and purchasing to resolve customer related issues and enhance organizational efficiency
  • Drives and monitors fill rates, continuously pursues improved customer satisfaction
  • Works in conjunction with other work groups to move obsolete or slow- moving, aged, or obsolete inventory
  • Works with credit team to resolve credit related issues to eliminate service failures in order fulfillment process
  • Works closely with DCM on annual budgets
  • Develops, refines, and implements Customer Service procedures and policies
  • Has written three SOPs for company-wide use and shares/learns from other DC locations, including collaboration on creation of new SOPs and policies
  • Fosters continuous improvement environment, establishing, communicating, and provides training on standard operating procedures to improve efficiency and overall performance of Customer Service team, while enhancing customer experience
  • Participates in and prepares CSR Team for all DC Quality/ROM/Safety Audits (internal and 3rd party.) Communicates a strong sense of urgency in creative problem solving and getting work done
  • Ensures time, resources and actions of CSR Team is focused on priorities that contribute to meeting customer needs and business goals and objectives
  • Sets standard as a role model for providing Stellar Service; demonstrates positive, customer service focus
  • Anticipates customers' needs and proactively seeks to meet them; responds to unexpected customer requests with sense of urgency and positive action
  • Works closely with Customer Service Center to ensure team will review, learn, and respond to Customer Scorecards
  • Ability to effectively manage employees and Teams in three different states, including ability to mentor and guide CSR Team to increase skill level, morale, and efficiency
  • Ability to delegate responsibility and authority to maximize use of employees' skills
  • Able to clearly articulate areas for continuous improvement Ability to effectively prioritize and manage day-to-day tasks in an efficient manner; recognize, clarify, and prioritize concerns
  • Identifies needs and preferences of customers; coordinates and collaborates with internal support functions to ensure ability to meet common and unique customer needs
  • Knowledge of tasks, tools and procedures associated with supporting the sales plan and process
  • Assists Sales team in the process of growing existing accounts; reviews sales history and current activity to better understand current and future needs of customers
  • Reviews reported customer concerns surfaced by CSRs and assures that root cause analysis and control plans are completed, and future performance measured/Conducts investigations to successfully RCCA and close QMS Occurrences
  • Reviews and evaluates costs of potential solutions; ability to assess risks, benefits, and considerations of alternatives
  • Ability to identify trends when issues arise and put corrective actions in place to prevent similar issues from reoccurring
  • Ability to effectively transmit, receive and accurately interpret ideas, information and needs through application of appropriate communication and interpersonal skills
  • Ability to work in a team environment with a variety of individuals, including Supply Chain team, Sales team, Operations, Drivers, Corporate staff, etc., in a constructive and collaborative manner; adapts interaction style to situations and people

Operations Manager

Par Exsalonce
09.2015 - 01.2019
  • Oversaw all customer concerns and relationships while maintaining focus on the needs of the business and the customer
  • Handled and documented all difficult conversations with employees regarding performance or termination
  • Implemented sanitation, maintenance, and aesthetic standards of excellence for all areas of the location
  • Provided one on one coaching/goal setting meetings with service providers and guest relations staff on a regular basis (communication is king) Oversee all social media interaction for my location
  • Planed, executed and lead all-team meetings for over 100 employees on a regular basis
  • Managed weekly inventory costs and ordering, including all the back of the house supplies, consumables as well as retail orders more than $15,000 per week
  • Facilitated all maintenance of the building and equipment
  • I did all recruiting and hiring for five departments utilizing a variety of resources to find the best possible people
  • Handled all customer concerns with the needs of the customer and the business in my heart to reach a satisfactory outcome
  • Communicated to all departments any information that is needed daily through social media, email, one on one conversations, texting, and phone calls
  • Management of day-to-day operations for both customers and employees Set all goals for staff on a yearly, monthly, weekly, and daily basis and coach to those goals
  • Celebrated all success while offering encouragement in areas that may have an opportunity for improvement
  • Planned and organized monthly team sales and informational meetings for over 45 people
  • Organized and lead bi-monthly managers' meetings with my management staff and the owners of the company to ensure that key personnel was aware of important information
  • Grew service and retail sales a minimum of 12% yearly
  • Managed quality in call center which received over 300 calls daily for two locations
  • Ensured that all appointments on the book were correct (more than 200 appointments per day)

Lead Educator/Program Manager

B Street Designs
01.2010 - 01.2015
  • Served as lead educator and program manager for five years
  • Personally taught over 300 people to become Estheticians and oversaw education of 200+ more
  • Developed and wrote curriculum to Kansas Stare Board of Education Regulations and Kansas State Board of Cosmetology to ensure compliance with standards.

Education

Esthetics License - Esthetics

B-Street School of Design
Overland Park, KS
09.2012

Bachelor of Science -

Wichita State University
Wichita, KS
06.1996

Skills

  • SAP
  • MXP
  • Microsoft Outlook, Word, and Excel
  • Recruitment and hiring
  • Living As A Leader Program Completion
  • Logistics
  • AS/ISO certifications/Quality Management System/Audits
  • Prepreg material ordering and shipping
  • Team Building and Leadership
  • Customer Relationship Management (CRM)
  • Handling Escalations
  • Training and coaching
  • Project Management
  • Policy Enforcement
  • Performance Evaluations
  • Continuous Improvement

Special Projects And Teams

  • 5S Team – Office Implementation
  • HS&E Employee Incentive Team – CSR Representative
  • Acquisition of Aerovac – CSR Learning and Development Team
  • Microsoft Teams – Company Wide Training Team
  • Multispec Materials/Advanced Composites Team
  • SAP Superuser/Trainer for several locations
  • ERP Transition Team-Switch ERP in 2023 – Super User

References

  • Mark Kirk, Manager, Wind Energy & Process Consumables Markets, 847-922-1681, mark.kirk@compositesone.com
  • Trevor Drenik, Hairstylist, 913-237-2376
  • Katy Heenan, Former Customer Service Manager at C1, 607-425-4250

Timeline

Customer Service Manager

Composites One
08.2019 - Current

Operations Manager

Par Exsalonce
09.2015 - 01.2019

Lead Educator/Program Manager

B Street Designs
01.2010 - 01.2015

Esthetics License - Esthetics

B-Street School of Design

Bachelor of Science -

Wichita State University

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Susan Winter