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Colorado--Customer Relations/Manager
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Name: Eric Crawford Reply to Ad Date Posted: 05/24/2004 |
ERIC CRAWFORD 303-364-1838 Ericcrawfordm6@aol.com SUMMARY Operations and Customer Service Manager with extensive experience in support operations and customer relations. Demonstrated ability to lead effective teams. Major strengths in mentoring and training, assisting branch management in identifying trends and providing feedback to proactively improve performance. Recognized by senior management as a team player with solid skills in motivating employees and communicating. Proven speaking and presentation abilities to groups of all sizes. * Planning and Organizing * Investigating and Problem Solving * Enhanced Customer Satisfaction * Process Improvement * Defined Quality Assurance * Training and Facilitating * Performance Management * Leadership SIGNIFICANT ACCOMPLISHMENTS * Improved quality of sales that resulted in the Denver office being No. 1 in the country for profitability in 2001. * Awarded National Verification Supervisor of the Year, based on team effort and highest productivity. Supported national service-improvement goals by sharing methods with other managers around the country. * Created and directed a performance improvement plan to increase profitability through increased follow-up employee training. * Initiated training and development programs to enhance performance/presentations. * Researched and identified ethnic needs and promotion trends, which enhanced the Marketing Department's awareness and understanding of Hispanic customer base and product preference. CAREER HISTORY TIME LIFE LIBRARIES, INC. (Acquired by Direct Holdings Inc.), Denver, Colorado1980-2003 Quality Assurance Manager (1997-2003) Directed the office in generating quality and profitable sales to meet company collection standards, while enforcing company policies and governing laws. * Avoided legal action against the organization by thoroughly investigating and identifying false statements made in conversations between representatives and customers. * Improved morale with rewards and recognition for employees who achieved goals, which contributed to higher profitability through a collections improvement of 22% to 35%. * Retained 40% of customers who were intending to cancel membership, by acting as a resource person to customers and employees on various account issues with a focus on resolving problems. * Published and presented achievements by representatives and overall performance. * Provided leadership for approximately 100 employees. * Successfully adapted to frequent changes affecting company standards/policies and legal regulations by effectively communicating to impacted departments. * Assisted in the development of employee handbook, which outlined steps to manage performance issues. * Conducted employee training sessions to improve proficiency in providing quality customer relations and to improve teamwork in a diverse environment. * Managed and communicated performance issues, trends and customer feedback on an ongoing basis to the Vice President of Operations, the Marketing Department and Branch Management, for effective marketing and promotion. * Organized, scheduled and facilitated nationwide conference calls between all offices and national clients to more effectively identify customer needs and feedback. * Investigated and summarized customer issues in a thorough manner to help management fully understand successful practices that could be shared company-wide. |
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