Customer Service Manager/Customer Service Supervisor/Business Se

-- CUSTOMER SERVICE MANAGER -QUALIFICATIONS PROFILE Seasoned, accomplished, and resourceful professional with demonstrated expertise in areas of customer service, operations, and staff management. Demonstrated im pressive, fast-track management career marked by an ability to build high-perfor mance teams and achieve cross-functional business objectives. Documented success in exceeding customer satisfaction. Results-oriented with an aptitude to coordi nate multiple projects and teams simultaneously, coupled with the skill to effec tively manage staff of all levels and diverse backgrounds. Adept at translating vision into action to achieve substantial increase in productivity, operating ef ficiency while continuing to support critical business operations within a highl y competitive industry. Possess extensive travel experience to Australia to meet with executives, develop business, and consolidated all global business operati ons into uniformed and enterprise-wide system environment. Display proficiency i n using Microsoft Office Suite (2007 Word, Excel, Outlook, PowerPoint, Project, Visio, and Publisher), Kronos, Aspect Scheduling, Blue Pumpkin, and Witness Qual ity Assurance Systems. CORE STRENGTHS Performance Improvement Regulatory Compliance Strategic and Tactical Planning Leadership and Teambuilding Business Operations Management Workflow Planning / Coordination New Business Planning and Execution Project and Contract Administration Customer Service Support Management Contract Negotiation and Strategic Alliances PROFESSIONAL EXPERIENCE ARAMARK, INC. - DENVER, CO 2010 Seasonal Employment at Coors Field

2010

* Efficiently and rapidly moved products, such as beer, liquor, and fresh food into Coors Field warehouse on a daily basis. * Ensured sensible and precise data entry of product part numbers into pro prietary inventory program. * Produced purchase orders for Coors Field product needs. * Established and maintained precise records that matched with GL codes re cognized by accounting. * Executed daily cycle counts of high-volume product. Notable Contributions: Successfully developed the effectiveness and turnaround time of the rece iving operations from five days out to daily. STAPLES, INC. - AURORA, CO 2006 -2010 Quality Assurance Team Manager 2007-2010 * Cultivated confidence in the program to establish an effective Quality A ssurance program and attain constructive results. * Spearheaded a team of 11 QA analysts in the useful and competent monitor ing of phone calls with video recordings, email, fax, and outbound calls of the customer service representatives in a 600-seat call center.

* Ensured that the team assessed the right mechanism of agent performance throughout customer interactions, and used appropriate measurements and weights. * Evaluated call recordings in support of Management and Continuous Improv ement efforts. * Promoted Quality Assurance program to all new hires as well as developed integrity and cultivated relationships through ongoing communication with stake holders at all management levels. * Established and maintained a team that efficiently supported client prog rams, products, and services. * Encouraged staff using motivational techniques and coaching skills. Notable Contributions: Obtained a promotion within two years in acknowledgment of exemplary per formance. Instrumental in converting inefficient department into a world-class one , resulting in the enhancement of monitoring efficiency from 8 daily monitors in to 16. Discovered system discrepancies where customer service representatives w ere unable to view over 9,000 products in the company’s e-commerce site by conductin g time study and performance analysis. Reduced product lookup handle time by 13% through the initiation of simp le changes. Customer Experience Team Manager

2006-2007

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Managed a team of 20 to 30 customer service representatives in answering customer phone calls, email, and faxes in a call center environment. * Established an environment of pride and insight on the customer’s needs by m aintaining customer loyalty. * Supervised and directed large staff using Salesforce.com for case manage ment. * Performed cross-functionally; facilitated and provided effectual trainin g, continuous improvement, and quality assurance with emphasis on executing the finest methodologies to obtain successful outcomes. * Conceptualized and implemented streamlining methodologies, resulting in reduction of FTE requirements. * Functioned as Reporting Support; created dashboard for the un-sourced pr oduct lines. * Created Task Force between Customer Service and Purchasing departments. * Influenced non-customer facing departments to focus on the customer. Notable Contributions: Effectively minimized volume of backordered lines from daily average of 30,000 to 5,000 within three months. Successfully achieved performance goals by surpassing Key Performance In dicators and quality assurance standards. VESTAL ENGINEERING, INC. - DENVER, CO Office Administrator/Co-owner

2003-2005

* Developed and nurtured the new function of office administrator within t he organization. * Effectively managed compensation and benefits in an accurate and timely manner. * Integrated recruitment, hiring, training, and termination of total staff . * Assumed full responsibility in managing the accounting and payroll servi ces for the company. * Organized and maintained office activities, including vendor relations, leasing negotiation, marketing and accounting.

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Served as a secretary/treasurer on the board of directors. Maintained an organized office for the Civil Engineering staff; rendered support with the assembly and submittal of RFP documents. * Developed Small Business Administration certification for the company. Notable Contributions: Transported constricted accounting responsibilities to office administra tor, minimizing monthly cost to $200, resulting in annual savings of $2,400. COCHLEAR AMERICAS - ENGLEWOOD, CO Customer Service Supervisor

1990-2003

* Supervised a team of 7-10 customer service representatives in answering phones, utilizing TDD, and sending email and fax to the Cochlear Implant patient s. * Ensured proper and friendly interaction between CSRs and the patient. * Strictly monitored and managed the development of order entry; planned a nd proposed return authorizations; interfaced and worked closely with customer t o provide information about the products and services offered. * Prepared and carried out Enterprise Resource Planning (ERP) process; det ermined staffing requirements, hired, trained, and led the development of a larg e customer service staff while maintaining best practices. * Traveled extensively to Sydney, Australia and directed the ERP Team in t he transition of the global operation to new Enterprise Resource Planning system . * Collaborated with key business units and leadership concerning process i mprovements and customer impacting solutions. * Spearheaded the team in merging all global business operations into a un iformed and enterprise-wide system environment. * Supported the flow of information between all business functions inside the boundaries of the organization, and managed the connections with outside sta keholders. Notable Contributions: Earned numerous service excellence awards by ensuring compliance with re gulatory conformity areas, policies, and procedures. Attained progressive career advancement, occupying various positions wit hin several different business units of the organization. Received the Customer Care Team of the Year award in 2001 for achieving 196% of sales quota, and in 2002 for reaching 148% of sales quota. EDUCATION Arapahoe Community College - Littleton, CO Coursework in International Business and Music University of Northern Colorado - Greeley, CO Coursework in Music PROFESSIONAL TRAINING Trainingdepartment.com – Leadership (December 2010) Trainingdepartment.com - Team Building (September 2010) COMMUNITY INVOLVEMENT Artistic Director for local Denver non-profit Wind Ensemble - Volunteer * Produced comprehensive music program and improved diverse levels of musi cal abilities, resulting in a professional musical standard * Produced three large concerts involving a number of music groups from ar

ound the Denver metro area, such as: Lost in Moonlight – Denver Center for Performing Arts (May 2010) Melodies of Pride – Cheesman Park (June 2010) Colorado Community Band Festival – Citizen’s Park (July 2010) Tier III Development with Scientific and Cultural Facilities District (SCFD) - V olunteer * Fostered the development of a performance/rehearsal venue for individual s and organizations involved in non-profit organizations. * Campaigned for non-profit organizations to assist in the discovery phase of the venue search. AWARDS AND HONORS Outstanding Direction – 2010 Received highest level of recognition and a lifetime membership, Mile High Freed om Band