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Title: |
Customer Service Manager by Trade
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Location: |
US-New Jersey-Northern
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Work History: |
JOSE R. GUTIERREZ
72 Rivervale Rd · Park Ridge, NJ 07656 · jgutierrez711@hotmail.com · 551-404-3883
QUALIFICATIONS SUMMARY
Highly personable Customer Service Management Professional with ten years of experience in account management, customer claims and sales processing, invoicing, and call-center operations within the pharmaceutical, telecommunication, and manufacturing industries. Recognized for success in managing complex projects from concept to completion. Proven ability to build productive customer relationships, motivate and develop staff, and deliver superior results on time. Excellent interpersonal, multi-tasking and presentation skills. Ability to work independently and as a part of a team. Commitment to reliability, integrity and confidentiality.
¨ Talent for identifying customer needs and presenting appropriate company product and service offerings.
¨ Demonstrated ability to gain customer trust and provide exceptional follow-up, leading to increased repeat and referral business.
¨ Ability to hire, train, coach, and develop a team through a proven method of mentoring.
¨ Track record of assisting in the design and implementation of efficient data entry proficiencies that improve customer-satisfaction ratings.
¨ Expertise in resolving escalated customer service issues.
¨ Proficient with Microsoft Office System (including Microsoft Word, Microsoft Excel, Microsoft PowerPoint®, Microsoft Access, and Microsoft Outlook®).
PROFESSIONAL EXPERIENCE
Uneeda Enterprises – Spring Valley, New York 2005 to 2008
Customer Service Supervisor/Sales Support Coordinator
Customer Service Supervisor for a major abrasive manufacturer, serving most of the needs of the prominent furniture, flooring and cabinet manufacturers both nationwide and internationally.
Collaborate with External Operations Manager to create strategic plans to enhance customer fulfillment. Provide employees with tools to maintain and increase service levels to both internal and external customers. Work closely with other departments to promote sales, clarify information, and distribute reports. Gather, analyze, and report daily/weekly/monthly sales and service statistics.
· Contributed to collaborating with division and departmental leadership to manage customer care initiatives to eliminate customer dissatisfaction and create/improve satisfaction.
· Instrumental in improving customer-satisfaction ratings through suggestion, development, and implementation of new reporting procedures.
· Enhanced employee performance and attendance through daily mentoring, one-on-one discussions and motivational strategies.
· Received outstanding positive comments from team members on employee reviews, as well as exceptional feedback from senior management.
Northern Business Systems– Mahwah, New Jersey 2003 to 2005
Customer Service Supervisor/Lead Dispatcher
Customer Service Supervisor and Lead Dispatcher for a major office equipment company which, serviced and sold the highest-quality products for office technology.
Provided top-rate service to both internal and external customers. Processed orders, answered customer inquiries, responded to concerns, and alleviated delicate situations with professionalism and sensitivity. Assisted Service Manager in creating and updating training materials for field technicians’ and in-house customer service staff.
· Exceptionally managed territory regions in the NY/NJ area and dispatched all technicians and assigned appropriate technician to each job ticket.
· Provided time estimates for work request ensuring overall customer satisfaction and scheduled appointments based on Dedicated Integrated Systems troubleshooting.
· Monitored service progress and managed technicians time to ensure follow through from start to finish on completion of work performed.
· Received recognition for outstanding service contributed to the organization coming in as a runner-up for Employee of the Year.
AT&T Wireless Services – Paramus, New Jersey 2000 to 2003
Customer Care Supervisor
Customer Care Supervisor for one of the nation’s largest telecommunications provider.
Provided customers with advanced wireless product support based upon each customers needs via incoming call center phone queue. Provided detailed feedback and suggestions regarding drivers behind customer calls as well as process and training modifications ensuring overall customer satisfaction and retention.
· Handled special employee based programs while managing with directors and vice presidents the overall conversion of our network.
· Spearheaded department in determining customer expectations and assessing performance against those expectations.
· Prepared standard performance measurement reports and action plans to appropriate parties throughout the company
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Skills: |
Dear Sir/Madam:
Please accept this as an expression of interest in a position within your company.
I have attached a copy of my resume for your review. I am familiar with the requirements for success in a well-established company such as yours. I believe I possess the right combination of personality, skills and work ethic to be a part of your team. I'm seeking a position in the 45K range taking into consideration my knowledge, diverse background and well roundedness.
I have an extensive background in Customer Service dealing directly in customer/business relations. I have a reputation for striving for excellence, and I am a team player at all levels.
Thank you for your time and consideration. I would welcome the opportunity to discuss my prospective contributions to your company. Please call me 551-404-3883 or e-mail me at your convenience. I look forward to hearing from you regarding an interview.
Sincerely,
Jose R. Gutierrez
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Education: |
EDUCATION
William Paterson College, Wayne, NJ –Undergrad Studies in Business Administration/Management
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