Management Career |
| 01-24 03:35:28 来源： 作者： |
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Management Career Inquiry (采购产品): Management Career Nannette E. Johnson 9737 Cherbourg Drive Union, Ky. 41091 E-mail: Nannette Johnson@zoomtown.com Home Phone: 859 384-2474 Mobile Phone 859 835-2716 Objective: Seeking management position in Customer Service Management where I can use my 13 years of experience to add value to your customer focused operation. Qualifications: Managed inbound Call Center that processed inbound and outbound calls and maintained 95% Service Level and less than 2% Abandoned Rate (LCR - Lost Call Rate). Established and monitor Quality performance ratings through quarterly audits. Monitored and established guidelines for improving Customer Complaints and Customer claims against their purchase orders. Responsible for Agent activity of resolving shipment and purchase order claims. Managed and led a team of Supervisors in a Contact Center/Team based environment ensuring service levels were maintained. Lead and direct inside sales support team for day to day activities of Customer Service for Call Center and Order Management. Initiate cost cutting activity related to transportation and logistics with Third Party Partner and Customer Service Teams. Interact with cross functional teams across the organization for streamlined processes and any new product introductions implemented domestically and globally. Implement established policies and programs to functional teams regarding service, logistics, and export compliance regulations. Problem solving, leadership, and communication skills are qualities from my experience as manager and supervisor of logistics and call center teams. Work closely with Quality organization relating to Customer Corrective Action Requests. Experience: Square D Company April 1994 - March 2008 Familiar with CMS, Avaya Communications for processing electronically e-mail, fax, and call contacts. Familiar with Electronic Data Interchange (EDI processing for orders and invoicing). Responsible for the implementation of electronic tools for self service for Afilliate purchasers. (MSE - My Schneider Electric) Led development Export Packing/Packing manual used as a guideline in shipment processing. Developed On Time Deliver report measuring shipment delivery to the Customer. Served as liaison between Customer Operations, Marketing, and Projects Team to ensure shipments were processed according to customer specifications. Participated in monthly sales team reviews, providing updates on activity as needed. Responsible for warehouse management of 80 millions dollars annual inventory. Collaborate with Transportation team to ensure Carrier Partners are in compliance and establish any process improvement areas identified. Served as lead in preparation for implementing a Customer Relations Management System (SAP) for international export. Traveled to Europe, Asia, Canada, and South America to develop customer relations, and to resolve problems. Participated in the development of an electronic tool where the Customer communicates logistic complaint where this information was uploaded to a Corrective Action Request database. This is a closed loop process in Customer Complaint Resolution. Developed an electronic expedite tool to provide updated communication to the customer on the status of their shipment. **** Hidden Message ***** Nannette Johnson 41091 USA Company: Unemployed E-mail: nannette.johnson@zoomtown.com **** Hidden Message ***** nannette.johnson@zoomtown.com |
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