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Manager, Customer Relations Resume

SUMMARY:

  • 20+ years of measurable management success from roles including, Global Management, Acquisitions Manager, Vendor Manager, Credit and Collections Specialist, Project Manager and Manager - Contract Manufacturing Business Manager.
  • Collected $2M of mismanaged assets from a Contract Manufacturer for end-of-life secured assets.
  • Saved $907,000 in cost savings through research efforts of overpayments to vendors.
  • Spearheaded the development and implementation of custom reporting and documentation, removing barriers that prevented employees from succeeding in their roles.
  • Saved $552K in capitalized monies through detailed research on several key projects.

PROFESSIONAL EXPERIENCE:

Confidential

Manager, Customer Relations

Responsibilities:

  • Managed a third-party International Call Center, comprised of over 200 agents.
  • Executed weekly meetings to offer feedback for areas of improvement which led to an increase in customer service satisfaction.
  • Monitored and measured weekly/monthly/quarterly performance metrics for Call Center Agents and conducted weekly/monthly/quarterly reviews with Call Center Executives.
  • Managed domestic Escalations team comprised of 24 agents.
  • Led and advised customer escalations from senior management to effectively resolve issues for first call resolution.
  • Served as liaison between district and store leaders to amicably resolve dispute resolutions with customers.

Confidential

Supervisor, Finance/Credit Service Center

Responsibilities:

  • Managed a team of nine overnight Senior Customer Service Specialists as well as a Team Lead.
  • Documented employee performance metrics and conducted one-on-one meetings with staff to improve performance and provide mentoring and coaching.
  • Analyzed compliance reports for Operations Integration/Risk Management department to ensure employees were making accurate decisions in accordance with credit line increases, over limit approvals, etc.
  • Optimized team’s mission to enhance performance in addition to identifying more complex fraud cases and handling written inquiries from customers.
  • Successfully handled escalated customer issues with grace and ease while staying within company policies.

Confidential

Manager, Technical Assurance and Ordering

Responsibilities:

  • Hit the ground running and managed the internal Order Entry team due to departmental reorganization.
  • Managed a team of six Order Entry Specialists and worked with Local Exchange Carriers on national accounts
  • Analyzed and researched customer billing disputes generated from Customer Care team and provided resolution.
  • Successfully led special projects as Project Manager and consistently delivered high-yielding results. such as spearheading/managing an Operational and Ordering Task Force across cross-functional teams companywide to address and assist in solving operational issues.

Manager, Vendor Management

  • Developed and upheld customer relationships with internal and external vendors and partners.
  • Performed due-diligence regarding large installations as well as monitoring maintenance vendors’ work detail to ensure provisions were followed and in compliance.
  • Performed and presented quarterly product/monetary forecasting for the largest vendors in addition to Accounting/Senior Management executives.
  • Managed financial priorities of capitalized and expense projects and monitored purchase orders.
  • Received, approved and processed invoices for payment to vendors and contractors.

Confidential

Materials Manager - Global Manufacturing/ Business Operations Manager - Global Manufacturing

Responsibilities:

  • Collected $2M from a Contract Manufacturer for end-of-life secured assets that were mismanaged.
  • Accurately managed monthly Reconciliation process for Smartcard/Chip sales and receipts, representing approximately $600M in sales, receipts, return-to-manufacturer activity, and in-transit activities.
  • Managed a staff of six Program Managers in the area of Inventory Control, Credit/Collections, Order Management and any additional special projects.
  • Successfully managed disposition of obsolete/excess inventory across multiple organizations.
  • Presented recommendations for dispositioned inventory to Inventory Review Board and senior management.
  • Managed fixed assets reporting process for testing equipment as well as additional contract manufacturer locations around the world which represented approximately $40M in capitalized assets.
  • Oversaw ordering process of Smartcards/chips for contract manufacturers and worked cohesively with Supply Chain team in controlling inventory as it related to monthly forecast.

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