Customer Service Manager – Operations Resume
Frances O ‘Malley
104 Harmony Lane
Pleasantville, CA 94138
(935) 535-1114
Career Profile
• Leaders and managers with strong organizational skills, orientation of the project, and are able to operate effectively the pressure and stress. Identify problems / needs and initiate effective solutions.
• Promote the work environment / procedures to improve productivity, increase efficiency, improve quality and strengthen their financial results. The process certification ISO 9001:2000.
• Motivated to work effectively without direct supervision in a busy environment, handling multiple tasks at the same time, able to prioritize workload and multiple tasks. Constantly “doing” and exceed expectations.
• Effective communication / interpersonal skills and a team player, positive interaction with a wide range of people and build relationships based on respect. Generate enthusiasm in the minds of staff, who were ready for the implementation of the recommended processes.
• Computer competency in Windows platforms (3.11, 95/98 and NT) includes Microsoft Word, Excel, Outlook Express, PowerPoint, Internet communications and research, the file manager. As a connoisseur of the operations of the different e-mail and voice mail systems.
Work Experience
Manning Manufacturing, Inc., Gary, 1996 – Present
MANAGER
• Directed the certification process for ISO 9001:2000 quality system. Documented order entry customer service and complaint procedures; guaranteed quality policy as detailed by management is understood by department personnel. Completed plans for continuous improvement processes in the short, medium and long term.
• Developed and implemented a model system for efficient storage. Pioneer and the plan implemented to maintain proper inventory mix. Achieved a 30% reduction of inventory even eliminated stock-outs.
• lead the development of a system of order tracking, improved on-time delivery performance from 80% to 99%.
• set up a system of “low value” complaint. Dispute resolution improved by reducing the cost of treating “low value” requirements, resulting in better customer service.
• received written praise of the president of the company (2000) and vice president of sales / marketing (1998) for outstanding performance on special project teams.
Manning Manufacturing, Inc., Gary, IN 1988 – 1996
Customer Service Supervisor
• Simplification of the system for order entry and improve accuracy of documentation, reduced shipping, and order entry errors. To facilitate better communication between departments.
• Restructuring of department and instituted training through the training, efficiency and professionalism throughout the department. Consistently received “praise” of our customers, suppliers and even competitors to be the best in the industry.
• handled the transition to computer-based access to the amount of work, production times and shipping. Significant recovery planning, precision, and reduces the production of documentation and shipping errors.
• Schedule regular training for staff to add the product information that allows a better service to customers and suppliers. Other workshops covered topics such as effective listening / speaking skills, problem solving, professional customer service techniques, etc.
Manning Manufacturing, Inc., Gary, IN 1986 – 1988
Customer Service Representative
• At the beginning of personalized admission process to meet the specific needs of customers control, improved delivery performance and maximize customer satisfaction.
• Recommended and implemented revisions to the shipping documents in order to improve the accuracy and efficient use of documents.
• quotes competent handling complex customer and sales staff.
Doyle, Environmental Services, Chicago, IL 1984 – 1986
CUSTOMER SERVICE / Inside Sales REP / Traffic Supervisor
• Supply of product information, prices, specifications and delivery of information to customers. The knowledge and professionalism of products, which contributed to an increase in the survey to control the speed of capture.
• accelerated deliveries to meet customer delivery notes; shipped as carriers to ensure prompt delivery. Creation of goodwill and customer satisfaction improved.
Geo Systems, Inc., Chicago, IL 1973 – 1984
TRANSPORTATION / Inside Sales / Customer Service / PRODUCTION DESIGN
Support staff trained and made significant contributions in several departments, including logistics, sales, customer support, and production.
Professional Organizations
Association of Women in the metal industry (AWMI), Chicago Chapter – 1987 to present
• Membership Chair, 1993 – 1995
• Chairman of funding, 1990
• Committee of the 1990 Conference
• Council Member, 1987 – 1989
• Founding member of the National Organization – 12000 members
American Business Women’s Association, Gary Chapter – 1998 to present
• Scholarship Committee Member
• Member of the Fundraising Committee
• Co-President of Business Associates of the Year Committee
Training / Continuing Education
Bradford College
Certificate, Leadership and supervisory skills for women
Professional Seminars
Certificate, exceptional customer service seminar
American Business Women’s Association Laboratories
• Microsoft Project
• Art • High-relief assistance over the phone
• Managing multiple projects and meet deadlines • Effective Coaching
• • Constructive criticism to talk a little Big Deal
• Business Etiquette • daily management of e-mail
Midwestern University, Gary, 1989
Certified Materials Processing
Steel Technology
Buckeye College, Greenville, OH 1970
Business Courses
University of San Francisco, Baltimore, MD 1968
Undergraduate, Honours