Customer Service Manager

3/2008 - 4/2009

Kellyco Metal Detectors

Manager

• Supervising Employees,Overseeing Customer Service,Recognize Sale Opportunities,Training Customer Service Employees,Meeting Goals,Carries Out Company Mission,Satisfies Customers

5/1990 - 4/2006

ROL Manufacturing of America

Manager

• * Responsible for the supervision of a staff of t pe * Responsible for the supe• Computers o Repair and configurations. o Hardware installations. o Windows 98/ME/2000/XP; Microsoft Office (Word, Excel, PowerPoint, etc.). o Graphic Design (Photoshop, CorelDraw (Flyers, Signs, Web Pages, etc.). o Installed and setup all customer services computers and updated all software. • Bookkeeping o Issued all warehouse expense reports, credits, and return authorizations. o Assisted in marketing department in setting up all contracts outside sales teams. o Controlled labor costs. o • Inventory o Maintained all invoicing for customers. o In control of twelve (12) feeder warehouses and inventory. • Training o Trained all new personnel. • Customer Service o Set up all new accounts and acted as liaisons between sales and customers. o Technical support for automotive, water works and exhausts products. o Coordinated orders from customers to our factory for production. • Management o Managed up to eight (8) employees in a call center. o Managed all the logistics in coming and out-going, export documentation o Coordinated orders for the warehouse to pull and ship. o Attended local trade shows. o Implemented and organized new and efficient packing methods. • Identified and made recommendation for process improvements. • Oversaw the implementation of organizational policies and procedures. • Monitored the performance of personnel to ensure a productive work environment. • Managed the HR function in the areas of staffing and training. • Motivated employees to achieve personal goals and to consistently meet expected quotas. • Built a teamwork environment that encouraged hard work and collaboration .Ensured workflow efficiencies, customer service excellence, and quality assurance. • Administrative Assistant- President of Sales o Managed all sales reports for all sales teams o Coordinating various specialized programs, events and travel arrangements o Reconciling travel and expense reports o Coordinates phone calls for company officers and monitors all information flow o Scheduled conference calls. ithin the cu

5/1988 - 4/2003

ROL Manufacturing of America

Manager

• * Responsible for the supervision of a staff of twenty-eight people within the customer service department. * Responsible for the recruitment and training of customer service * Provided support to the sales team, ensuring all sales and service objectives were met. * Responsible for customer service in the digital equipment division, duties included answering customer queries, problem solving and providing detailed information on new products. * Worked with new customers in the development of new accounts and the implementation of new systems. * Assisted in the development of new policies and procedures. * Assisted in the training of new customer service representatives and associates. * Performed market research surveys on customer needs and requirements. * Prepared weekly sales reports for the sales team and sales management. * Generated repeat business through successful client follow-up. representatives. * Managed the needs/requirements of high revenue commercial accounts through extensive follow-up procedures. * Successful account retention record of 98%. * Performed market research surveys amongst client base to seek feedback on sales techniques, follow-up methods and quality of after sales service. * Responsible for the supervision of a staff of 12 people within the customer service department. * Responsible for the recruitment and training of customer service representatives. * Managed the needs/requirements of high revenue commercial accounts through extensive follow-up procedures. * Successful account retention record of 98%. * Performed market research surveys amongst client base to seek feedback on sales techniques, follow-up methods and quality of after sales service. * Improving customer service based on client feedback through the development of new policies and procedures. Successfully handled all public relations issues.

2009

Certification Degree

Business Works

• Effective Supervisory Management