Summary: Self-driven, multi-faceted, and reliable professional with over 15 years of experience in a service-driven environment. Diversified skill sets covering employee training, account management, project testing and implementation, and executive communication. Creative problem solver, leading point kaizen events for various departments to incorporate business process improvement plans. Proven leader in a team environment, as well as self-motivated in individualized tasks.

Experience:

Confidential

Customer Service Coordinator

• Main point of contact for US specialty tire and wheel distributors and retailers to provide support on pricing and product information, as well as order processing
• Research and process shipment and pricing discrepancies by communicating with various distribution channels, carriers, and departments to determine validity of claim
• Provide frequent correspondence to accounts regarding shipment detail, billing information, open order status, and previous order/sales history
• Offer resolution to customer inquiries sent through public company website, as well as non-routine customer complaints, including periodic travel to meet with dissatisfied customers to better understand their needs
• Establish and maintain timely reporting to executive management on all Customer Service management facets of the organization, including customer issues and transactions, feedback on promotions, sales reporting information, and forecasting
• Work closely with managers in other departments, including sales, on updating policies and procedures for client services, helping determine non-value added activities to be eliminated that help streamline and ensure customer service and satisfaction, while supporting internal service objectives
• Effectively lead and manage activities, processes and strategic plans of the corporation that support the company's strategic vision, marketing strategies and financial objectives in a continuous improvement environment
• Develop and maintain processes and procedures to produce maximum service, minimal downtime and maximum efficiency levels through Business Process Kaizen BPK events, resulting in Business Process Leader certification with the Carlisle Companies Operating System COS design
• Main point of contact for development of web-based order fulfillment program, working closely with Product Management, IT, and webpage developers
• Fostered, created, and implemented company-wide training manual of AS400 operating system JD Edwards 7.3 and provide training to new CSC's throughout the company's US-based customer service centers
• Aided in the development and implementation of new ERP system JD Edwards Enterprise One 9.0
• Managed, organized, and supervised education of new ERP system by creating User Productivity Kits UPK's , while monitoring the creation of other department UPK's prior to launch of system to ensure adequate training for each department, including traveling to various Customer Service locations for hands-on training and understanding
• Established process to reduce pricing credits generated by the sales team, resulting in a 30 reduction in credits
• Established process to reduce the turnaround time of setting up a new customer from 17 days to 5 days
• Developed process flow for Carlisle Companies' employees to purchase the Carlisle Transportation Products product line, as well as provide price quotes, shipping charges, and tax amounts

Confidential

Regional Telemarketing Supervisor

• Supervision of approximately 40 Telemarketing Sales Reps TSR's doing outbound sales efforts to current customers offering service upgrades to their current service s
• Reported on previous day's sales numbers and commission totals
• Prepared and administered disciplinary notices, including employee termination, and various policy memos
• Maintained employee files, with confidentiality, consisting of annual reviews, employee relations and salary tracking
• Built relationship with staffing agency to assist in the recruitment of qualified candidates for open positions filled during job fair and provided new hire screening
• Trained, coached and monitored TSR's to ensure order quality, integrity, and accuracy
• Created daily and monthly incentives for TSR's to increase morale and sales
• Member of Safety Committee to discuss ways to maintain and promote employee safety awareness
• Member of Customer First Committee to determine ways to provide customer satisfaction with the customer's products and services

Confidential

Program Development Coordinator

• Supervised outbound business-to-business B2B and business-to-consumer B2C sales campaigns, working directly with new and existing clients to create sales scripts, product literature, and various selling points to achieve maximum number of sales
• Delegated new sales campaigns to direct reports, providing revisions and approval before campaign launch
• Coordinated and provided training of new Telemarketing Sales Representatives TSR's on company policies, procedures and Mosaix Campaign Dialer/ DigiVoice Audio Recorder, as well as the training of new sales campaigns to current employees
• Generated daily sales reports to customers and Vice President/General Manager, which were used to determine calling trends in order to maximize profitability
• Communicated with clients on campaign feedback, as well as establish resolutions to better enhance struggling sales campaigns, including coordinating client call monitoring to ensure the integrity of TSR's
• Quality control of orders to ensure accuracy and integrity of sales orders

Confidential

• Supervision of approximately 60-90 Telemarketing Sales Representatives, including development, coaching and motivation, and other employee relation issues
• Offered constant feedback to Program Development Director and Vice President/General Manager on ways to enhance sales campaigns as learned from monitoring calls
• Clerical duties including lead generation and processing and weekly status reports of TSR's to Director of Telemarketing
• Determined staffing needs based on client and campaign requirements and coordinated with Human Resources on recruiting qualified candidates
• Traveled to other telemarketing call centers to offer additional training and coaching to enhance sales requirements