THOMAS SMITH
San Diego,CA
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
26
26
years of professional experience
Work History
Customer Service Manager
Tower Moving Services LLC
01.2007 - Current
- Responsible for all marketing and advertising strategies.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Handle all contract negotiations, sales, strategic planning and coordination of schedules.
- Process orders, track inbound/outbound shipments, invoice, and handle chargeback disputes.
- Keep accurate records and compile data for freight shipments.
- Track new deliveries and customer shipments for out of state orders.
- Consulted with customers to assess needs and propose optimal solutions.
- Enhanced operational efficiency and productivity by managing budgets, accounts, and costs.
- Trained and motivated employees to perform daily business functions.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
Customer Service Department Manager
Newgen
01.2005 - 01.2007
- Managed a team of 60 employees in a call center environment
- Monitor customer preferences to determine focus of sales
- Provide employees with guidance in handling difficult or complex problems
- Discuss job performance problems with employees in order to identify causes, and to work on resolving problems.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Identified opportunities and found solutions for continuous improvement.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Call Center Manager/Sales Manager
Class One Associates
01.2003 - 01.2005
- Managed staff of 25 representatives in a call center environment
- Review reports and monitored calls for quality control
- Train and instruct employees in job duties and company policies
- Resolve customer complaints, and answer questions regarding policies and procedures
- Responsible for new hire sales training.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
Operations Manager
TLS Express Services
01.2000 - 01.2003
- Responsible for daily routines, operations, and warehouse logistics
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Managed the movement of parcels into and out of facility
- Managed staff, prepared work schedules and assigned specific duties
- Developed a small business into a profitable venture
- Coordinated pickup and delivery schedules for all drivers.
- Established foundational processes for business operations.
- Used knowledge of market trends to create value-added solutions resulting in significant increase in revenues.
Field Representative
Terminix
01.1998 - 01.2000
- Maintained 170 customer accounts, troubleshoot calls, scheduling, completing commercial accounts as well as servicing and maintenance
- Maintained all sales and generation of new businesses in assigned areas
- Recorded a daily log of chemical usage and application procedures
- Responsible for the safe storage of chemicals, and the upkeep of all equipment.
- Completed paperwork in full, on time and with high accuracy.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
Education
Associate of Science - Business Administration And Management
Southwestern College
Chula Vista, CA7.1997
Skills
- Staff Management
- Business Development
- Quality Management Systems
- Client Service
- Customer Relations
- Staff Training
- Contract Negotiation Expertise
- MS Office Expertise
- Time Management
- Sales Expertise
- Verbal and Written Communication
- Interdepartmental Collaboration
Timeline
Customer Service Manager
Tower Moving Services LLC
01.2007 - Current
Customer Service Department Manager
Newgen
01.2005 - 01.2007
Call Center Manager/Sales Manager
Class One Associates
01.2003 - 01.2005
Operations Manager
TLS Express Services
01.2000 - 01.2003
Field Representative
Terminix
01.1998 - 01.2000
Associate of Science - Business Administration And Management
Southwestern College
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