-- 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
* 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 2003-2005
Office Administrator/Co-owner
* 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.
* 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 1990-2003
Customer Service Supervisor
* 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