Customer Service Manager Resume Waukegan, IL - Hire IT People

PROFESSIONAL EXPERIENCE:

Confidential, Waukegan, IL

Customer Service Manager

Responsibilities:

Communicate performance expectations, monitor performance against goals, coach and train employees to achieve optimal results
Quantify and analyze KPI's (Key Performance Indicators) monthly
Create a culture of accountability and high productivity
Liaison between sales reps and nurses for customer set up (i.e. ordering supplies, deliveries)
Work closely with Distribution Management to ensure data integrity and consistency
Managing client expectations and establishing positive working relationship with customers
Manages and responds directly to client escalated issuesand complaints
Strategically review processes to ensure continuous progression of work efficiencies

Confidential, Waukegan, IL

Customer Service Manager

Responsibilities:

Supervised and trained customer service representatives
Prepared various standard and ad hoc product and customer service sales analysis
Maintained a strong positive relationship with the customers and sales representatives
Resolved all disputes that involved our customers and/or sales staff
Maintained the company’s pricelists as new part numbers were introduced
Assisted with devolvement of creating company policies related to customer service
Entered customer purchase orders into ERP system

Confidential, Skokie, IL

Contact Center Manager

Responsibilities:

Ensured all policies and protocols were being followed and evaluated for efficiency
Performed analytical and conceptual analysis in order to perform technical/supervisor functions to include assessment, planning, and implementation of systems