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.