Norma Elizabeth Damen
35497 Monterra Circle 510-384-2431
Union City, CA 94587
Objective
Obtain a management level position allowing me to contribute to the success of an established company by utilizing my education and professional skill set and knowledge for mutually beneficial results.
Experience
THARCO 2004 - Present
Customer Service Manager
· Manage CS department consisting of 3 teams ( 18 CSR’s ): Operators/Estimators/Customer Order Processors
· Assure that effective procedures and instructions are in place to provide the CS department the appropriate tools to maintain the highest level of support to our customers and sales representatives
· Manage CSR productivity to ensure adherence to profit margin guidelines
· Indentifies and arranges training and/or continuing education schedules
· Quality Trainer
· Identify and direct the implementation of process improvements to enhance the customer experience
· Partner with departments ( Production, Design, Sales) regarding various process opportunities
· Resolve customer/vendor/transportation escalations
· Annual CSR reviews/ monthly performance evaluations
· Perform other duties and special projects as assigned
Kathleen Milne Company 2002 –2004
Customer Service/Operations Manager
· Manage and maintain relationships between vendors and customers
· Proactively implement and manage policies and procedures to maintain high customer service satisfaction and customer retention
· Work closely with sales manager on a weekly basis to help increase sales
· Support and manage 6 independent sales reps
· Monitor and process all orders
· Update all vendor information in the database
· Prepare sales material for trade shows and promote company at trade shows
· Perform miscellaneous duties required to improve day-to-day operation
· Author Bi-monthly sales newsletter
· Create and implement sales promotions and incentives to generate sales
Webvan 1998 –2001
Customer Service Supervisor
· Managed the performance of 15 – 20 customer service representatives
· Developed new procedures and training manual for the customer service center
· Proactively implemented and managed numerous projects, procedures and practices to maintain high customer service satisfaction and customer retention according to call metrics and report trends
· Major contributor in building an information database and an internal CRM tool, which reduced department and company costs
· Responsible for training csr’s on all new procedures
· Authored daily newsletter for the customer service center
· Managed the daily operations of the customer service center
· Interviewed and hired all customer service representatives
· Responsible for scheduling team members
· Facilitated team briefings and weekly one on one meetings with team members
· Developed customer service representatives through positive coaching, timely feedback, developmental action plans and progressive disciplinary action.
· Responsible for trouble shooting computer system issues
· Responsible for resolving all customer escalations
· Liaison between customer service, management, dispatch, and operations
· Met and exceeded the quality and service goals of the customer service center
Logistix 1995 –1998
Customer Service Supervisor
· Coached and developed team members to maintain high level of quality work and positive working environment
· Worked closely with marketing, sales and business development to help establish possible joint ventures and negotiations with other clients
· Developed incentive programs for customer service representatives
· Assisted in training all new customer service representatives
· Developed standard operating procedures for client, Qualcomm
· Interviewed and hired all customer service representatives
· Maintained productivity standards and reporting history for customer team manager
· Liason between customer service, upper management, and client, Qualcomm
· Performed duties required to improve day-to-day operations
· Took corrective actions within the customer service center
KAO Infosystems 1993–1995
Customer Service Team Lead
· Worked directly with existing and possible client accounts for 3rd party software distribution and customer service company negotiating
· Developed sales presentation to generate sales for the company
· Managed day-to-day operations of key clients including Hewlett Packard, Compaq and Novell according to call metrics and reports
· Wrote and implemented company policies and procedures which were incorporated into ISO 9002
· Supervised 20 telemarketing representatives
· Wrote and performed trainings for Technical Service Representative
· Evaluated efficiency of client specific accounts and made recommendations to improve effectiveness
· Performed miscellaneous duties required to improve day-to-day operation
· Conducted daily meetings with Customer Service Representatives
Education
Bachelor of Arts Sociology June 2003
Minor Criminal Justice
California State University Hayward
Additional
· Fluent in Spanish
· Proficient in Microsoft Office 2000, 98 ; OS 95,98; Internet Explorer, Netscape, Email ,Visio, Aspect, Lucent, Remedy, SAP
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