PROFESSIONAL SUMMARY:

• Detail - oriented, highly motivated and creative professional with experience in Customer Service/Call Center, Systems Implementation and Technical Service, Project, and Sales Management for North American and International markets.
• Excellent reputation as a creative, energetic individual, who enjoys leading, and being part of a team.
• Outstanding communication skills and a proven ability in delivering results and providing profit to my company.

TECHNICAL SKILLS:

Hardware: Motorola and Digital Servers, Laser printers, peripherals, IBM PC's and communication devices for networking/server.

Software: Microsoft Windows, UNIX, Linux, Pick, Navision, Visual, Oracle, Impromptu Report Writer, Word, Excel, PowerPoint, Outlook, ACT, Clarify, Flash, and Lotus Notes.

PROFESSIONAL EXPERIENCE:

Confidential

Client Relations Manager

Responsibilities:

• Provide quality customer service contributing to sales growth, customer satisfaction, and customer retention. Manage, train and develop an effective team of Key Account Representatives. Lead effective ISO processes for order management, resolution of customer concerns, developing new business quotations, and supplying product and business information in an accurate and timely manner. Run an effective customer service operation using analytics, problem solving, and cross-functional leadership.
• Train, coach, supervise and motivate a team of 4 Key Account Representatives
• Conduct performance reviews for team members on a regular basis and in accordance with company guidelines.
• Manage lead program of new customer prospects. Pre-qualified all leads that came in house and provided feed back to Outsides Sales and President to establish business line and win business.
• Manage quotations process, customer web portals, EDI mapping and testing, and product information reports, extracts and feeds. Maintain and update customer information utilizing Visual CRM.
• Communicate with managers, peers and team members of all departments as chief customer advocate. Ensure that customer orders and other transactions flow smoothly from order capture to fulfillment. Resolve issues and work closely with the Quality Manager to continuously improve the quality of service. Advise and inform other functional partners proactively of customers’ needs. Champion the process development and improvement in the customer service department.
• Meet with customers as required in support of business development, process improvements, and relationship building.

Confidential

Inside Sales Manager

• Responsible for managing relationships and increase profitable sales with CGW distributors, Manufacturing Sales Reps and Regional Sales Managers, developing over $65 million in yearly sales for a US market of a major European manufacturer of abrasives for commercial, industrial, manufacturing and construction usage.
• Co-Customer Service Manager, over see a staff of 5 customer service/inside sales rep. Hire, train new employees with Customer Service/Inside Sales functions. Provide yearly reviews.
• Managed all new leads and developed business over $6 million dollars for outside sales managers and Manufacturer reps.
• Project Manager for all Special Make products. Read blue prints/product specifications and work with R&D and engineering team to develop and create pricing structure of product for end user. Escalate Life Cycle of product from creation to final development to customer, occurring $8 million in sales.
• Establish new distributor base thru performing credit checks on account and determining sales volume within regional area. Building relationship with them to promote CGW product line.
• Assist A/R Manager on delinquent accounts, “over 30 days” and other difficult accounts. Contact customers through effective telephone collection methods to verify all information, evaluate the customer’s willingness and ability to pay.
• Create orders and expedite existing orders thru EDI, fax and email. Create Sales Quotes on competitive products. Handle customer issues relating to product description, usage and pricing.
• Monitor consignment customer’s upcoming usage. Monitor inventories and responsible for month end consignment billings. Work with Production Manager to ensure stocking levels.
• Led all Quality Control issues pertaining to RGA’s and testing of product lines, with QA Manager.
• Executed development of reports for sales analysis by customer and part-number, month end accounting transaction reports, RGA/Credit Memo and inventory control reports.
• Project Manager for $20 million dollar acquisition of Pacific Abrasives. Created order entry and inventory control processes. Assisted in training/development Customer Service staff on Microsoft NaVision.
• Led company efforts in Microsoft Nav, ERP database, development and implementation. This included financial, order entry, and manufacturing function, implementation and CRM. Lead with 3rd party company in developing customer base and part-no. pricing structure, manufacturing cost analysis, and inventory control processing. Created order entry training documentation for Customer Service/Inside Sales staff. Provided Training to Customer Service/Insides Sales on order entry, quoting, RGA and creating credit memos.
• Developed Phone Server for Call Center.
• Attend trade shows to provide product knowledge to Manufacturer Representatives and distributors.

Confidential

Implementation/Technical Support Supervisor

• Customer Service Manager role, responsible for managing a Laser Implementation Install, technical service specialist staff (call center) of 19 and overseas call center in India of 3. Assigned and coordinated training and support for all Customer Service activities for Laser imaging/printer installations. Also responsible for recruiting, forecasting staffing, developing training, coaching (providing one-on-ones), and maintaining a full install specialist staff including performance reviews, terminations and salary recommendations.
• Led company implementation efforts of Enhanced Laser Forms installations and DSDA installations. This consisted of over 300 installs per month resulting in revenue that began at 100 million and grew to over “$600 million dollars” per year for a $2 billion dollar organization within 3 years.
• Primary escalation point for Customer Service install problem resolution for Laser Install Specialists.
• Responsible for call handling of up to 200 calls per day through an Avaya, Teloquent call center system in reference to technical support and implementation issues.
• Responsible for managing technology driven change project efforts such as: systems conversions, client migrations, and new product delivery.
• Responsible for performing audit reports and evaluate workload based on status reports and analytical processes.
• Own all Quality Assurance processes. Responsible for developing and documenting new procedures for changing business. Provide feedback to R&D group(s) and Product Marketing regarding new hardware and software implementations.
• Project Manager for any new software/hardware application. Responsible for creating task groups to develop processes and implement staff direction, training, installation and support channeling.
• Product Manager - Planned and executed new hardware product programs and life cycle management. Evaluated price structure, product training and roll out of product.
• Developed and implemented Teloquent Phone server for the department. Created metric’s reports that monitored call flow, time per calls and employee phone screening.
• Created new performance review process that is based on the competencies of their daily role.
• Completed MRA, Management by Objectives and Project Management training courses.

Customer Service Team Leader/Regional Support Coordinator

Confidential

• Responsible for Backup Supervisor/Team Leader to an internal customer service call center staff of 14.
• Oversaw and assisted in the workload of Client Technical Associate (Customer Service) staff and Account Executive staff with implementation of ADP Hardware and Software applications for National/Mega Accounts onsite and in house.
• Provided monthly management reports on software application and need for additional training for internal staff to insure quality assurance and technical expertise.
• Managed high volume of calls (average 100) on a day-to-day basis, through a VNET Call Center.
• Single point of contact for critical client issues for all National/Mega Accounts.
• In-house escalation point for critical software and implementation needs.
• Assisted ADP sale associates in assessing clients software needs and assist in sales cycle. This includes assisting on software and hardware conversions when needed onsite and in house.
• Worked with client/server networks within a LAN and WAN environment.
• Developed training classes, which increased product and technical knowledge for my team members.
• Successful in writing special procedures and software items for clients, which lead to customer satisfaction.
• Created new incentive programs which improved yearly reviews for my internal staff.

Senior Client Technical Analyst/Customer Service

Confidential

• Responsible for providing Customer Support through analyzing program deficiencies and responsible for developing creative solutions.
• This requires knowledge of ADP's DCS software and multiple versions of hardware and PICK databases along with their purposes and limitations.
• Managed high volume of calls (average 90) on a day-to-day basis, through a VNET Call Center.
• Responsible for training new associates.