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yyyyyy x. yyyyyy                        

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Career Objective


Results-oriented Customer Service/Operations Professional eager to contribute broad management background toward boosting bottom-line performance of dynamic company

yyyyyy x. yyyyyy

Profile of Qualifications


Ø  Excel at Customer Relations, quickly processing and researching client needs and sufficiently resolving all requests and problems in timely fashion

Ø  Expertise in planning, coordinating and managing workflow/projects to efficiently and consistently meet deadlines and operational goals in accurate and exceptional manner

Ø  Enthusiastic results-oriented supervisor, awarded several promotions over 20-year career at multinational Network and Electrical Solutions company

Ø  Offer strong technical skills and proficiency at functioning in variety of systems and formats

Ø  Dynamic communicator highly effective in collaborating with various departments/personnel

Ø  Team-oriented leader with proven ability to train and develop employees on variety of EDI and VMI network systems, ultimately motivating and maximizing employee resources

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Professional Experience


Panduit Corp, Tinley Park, IL                                                                                            1988-Present

Regional Supervisor/Western Region, 2004-Present


  Excel at interpersonal communications, diplomatically creating effective customer dispute resolutions while maintaining highest of company standards

  Excel at coaching customer service clerks in performing live phone calls and orders

  Responsible for monitoring productivity and error rates of coordinators, ensuring customers were serviced in appropriate manner and within Panduit procedures/policies

  Monitored recorded calls and reviewed them weekly in conjunction with coordinators

  Spearheaded processing of global fiber-cable orders, and approved all sample orders and large project/large value orders


Training Supervisor, 1994-2004


  Directed company s Pan-Link software training program; Implemented newer Pan-Serve online system, conducting overseas training for Panduit UK coordinators

  Effectively trained customers on complete use of Panduit's online Business System

  Assisted customer service coordinators and customers with EDI (Electronic Data Interchange) and VMI (Vendor Managed Inventory) transactions with Queued Error corrections and processing functions

  Supervised coordinators to properly correct/support customers with EDI error kick outs

  Processed incoming calls from customers and sales reps, regarding computer-to-computer business solution requests

  Displayed superb communication skills in conducting numerous in-house seminars and presentations, and teaching all of the company s online business systems



Customer Service Coordinator/Data Entry Clerk, 1988-1994


  Efficiently multi-tasked approximately 80 calls per day, inputting such entries as orders, claims, credits/returns, damaged/lost shipments and sample/product literature requests

  Consistently serviced customers quickly, courteously and efficiently, maximizing potential of each sales contact

  Skillfully utilized online IBM computer system (CICS-MVS) to process all purchases, including mailed and faxed purchase orders

  Showed keen fiscal aptitude in properly pricing product, assisting in promotional programs and processing credit/debit accounts


Levolor Lorentzen Inc., South Holland, IL                                                                            1986-1988

Order Entry Clerk


  Processed average of 200 daily computer orders, recording error factor of less than 1% using a Data General MV1000 system

  Electronically transferred orders to other branches for production; Entered shipping information and charges for orders

  Executed proper billing by matching shipping orders to invoices

  Handled replacement orders, and defective merchandise requests


William J. Goodman Ltd., Homewood, IL                                                                            1985-1986

Administrative Assistant


  Maintained client/business files on Kaypro II and IBM-AT computer, including invoicing, claims and payroll

  Accurately and quickly transcribed Dictaphone correspondence

  Diligently prepared bank deposits, balanced monthly statements and composed/prepared payroll checks

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Training/Career Development


Panduit Corporation

Quality Award for EDI Error Reduction


Panduit Corporation

Certificates of Completion - Professional Interviewing; Management Fundamentals


Training C Oracle; Word Perfect 5.1; Letter Perfect; Quality One Man Business Course; Electrical and Electronic Seminars; EDI and VMI; Customer Service; Project Management; Performance Appraisals


Thornton Community College

Introduction to Personal Computers


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