Customer Service Manager Operations

Frances O 'Malley
604 Harmony Lane
Pleasantville, CA 94588
(925) 555-1234


• Leader and manager with strong organizational skills, project orientation, and the ability to work effectively under pressure and stress. Identify problems/needs and initiate effective solutions.
• Promote working environment/procedures conducive to improving productivity, increasing efficiency, enhancing quality, and strengthening financial results. Knowledgeable in certification process of ISO 9001:2000 standards.
• Motivated to work efficiently without direct supervision in busy environment, handling many tasks simultaneously; able to prioritize workload and multi-task. Consistently "get the job done" and exceed expectations.
• Effective communication/interpersonal skills and a team player; interact positively with a wide range of people, and establish relationships based on respect. Generate spirit of enthusiasm in personnel, prompting ready implementation of recommended processes.
• Computer proficiency on Windows platforms (3.11, 95/98 and NT) includes Microsoft Word, Excel, Outlook Express, PowerPoint, Internet communications and research, File Manager. Also knowledgeable in operations of various e-mail and voice mail systems.


Manning Manufacturing, Inc., Gary, IN
1996 - Present
• Directed certification process for ISO 9001:2000 Quality System. Documented customer service order entry and complaint procedures; ensured Quality Policy as detailed by management is understood by department staff. Spearheaded plans for continuous improvement of processes in the short, medium, and long term.
• Designed and established a model, efficient inventory system. Pioneered and implemented plan for maintaining proper inventory mix. Achieved 30% inventory reduction yet eliminated stock outs.
• Spearheaded development of an order tracking system, enhancing on-time delivery performance from 80% to 99%.
• Implemented a "low value" complaint system. Improved complaint resolution by reducing cost of processing "low value" claims, which resulted in improved customer service.
• Received written commendations from company president (2000) and vice president of sales/marketing (1998) for exceptional performance on special project teams.

Manning Manufacturing, Inc., Gary, IN
1988 - 1996
• Streamlined order entry system and improved accuracy of documentation, reducing shipping and order entry errors. Facilitated improved communication among departments.
• Restructured department and instituted training program to cross-train staff, improving efficiency and professionalism of entire department. Consistently received "high praise" from our customers, vendors and even our competitors for being the best in the industry.
• Oversaw transition to computer-based access to workloads, production and shipping schedules. Significantly revitalized accuracy of schedules and documentation and reduced shipping-production errors.
• Scheduled regular training for staff to increase product knowledge, enabling better service to customers and vendors. Other workshops covered topics such as effective listening/speaking skills, problem resolution, techniques in professional customer service, etc.

Manning Manufacturing, Inc., Gary, IN
1986 - 1988
• Originated customized order intake process to meet customers' specific ordering needs, improving delivery performance and optimizing customer satisfaction.
• Recommended and implemented revisions to shipping documents to enhance accuracy and efficient utilization of documents.
• Competently handled complex quotations from customers and sales personnel.

Doyle Environmental Services, Chicago, IL
1984 - 1986
• Provided product information, pricing, quotations and delivery information to customers. Displayed professionalism and product knowledge, which contributed to an increase in inquiry-to-order capture rate.
• Expedited shipments to comply with special customer delivery remarks; dispatched carriers in manner to ensure on-time deliveries. Created goodwill and improved customer satisfaction.

Geo Systems, Inc., Chicago, IL
1973 - 1984
Trained support personnel and made significant contributions in numerous departments, including logistics, sales, customer support, and production.


Association of Women in the Metal Industry (AWMI), Chicago Chapter - 1987 to present
• Membership Chairperson, 1993 - 1995
• Fundraising Chairperson, 1990
• Conference Committee, 1990
• Board Member, 1987 - 1989
• Member, Founding Board of Directors National Organization - 12,000 members

American Business Women's Association, Gary Chapter - 1998 to present
• Member of Scholarship Committee
• Member of the Fundraising Committee
• Co-chair of the Business Associates of the Year Committee


Bradford College
Certificate, Leadership and Supervisory Skills for Women

Professional Service Seminars
Certificate, Exceptional Customer Service Seminar

American Business Women's Association Workshops
• Microsoft Project
• Art of Facilitation • Superior Service on the Telephone
• Manage Multiple Projects and Meet Deadlines • Effective Coaching
• Constructive Criticism • Making Small Talk a Big Deal
• Everyday Business Etiquette • Managing E-mail

Midwest University, Gary, IN
Certificate, Materials Processing
Steel Technology

Buckeye College, Greenville, OH
Business Coursework

St. Francis University, Baltimore, MD
Graduate, Honors

PRWRA Jane Roqueplot - JaneCo's Sensible Solutions - Sharon, PA 16146 - -