Deborah Yates Email and Phone Number

Manager over our Regional Teams, Walmart and C Store team leads that includes 10+ associates. Troubleshoot system, pricing, production and shipping issues.Help manage production, installation Schedules to ensure customer satisfaction.Coordinate with our Corporate Trainer on weekly customer service training.

Coordinate with Recruiters and conduct interviews for our customer service team. Schedule new hire training and evaluate their progress during the training process.

Customer Service team lead over Walmart/Sam's Club Corporate Account; currently manage 13 associates on pick up 2.0, MFC, new stores, remodels and CapX projects.

Coordinate all materials to be delivered on time for customers scheduled installation. Trouble shooting all site issues to help PM stay on time with construction schedule. Audit production drawing to ensure correct materials have been ordered.Complete site audits to ensure limited damage to product upon delivery.Created report for the manufacturing facility and packaging, labels, product organization.

Work with Customers, Contractors and our Installation team on quality defects or missing materialduring install. Complete orders for any missing material or replacement panels. Find the root cause ofthe reworks to determine where they occurred and work with each department to ensure any gap in ourprocess to closed & help with training of new associates. Handle all Warranty issues. Work with eachdepartment within the business, ie: Inside & Outside Sale managers, Design, IT, Manufacturing, Service,Installation, Contractors and Accounting to ensure our customer have a positive experience on everyproject that we partner with them on.

Set weekly goals for [10] inside sales representatives and [11] designers.l Managed a portfolio of [200+] accounts that generated [55m] in sales.l Maintained friendly and professional customer interactions at all times.l Completed company leadership training program.l Investigated and resolved customer inquiries and complaints in an empathetic manner.l Investigated and resolved customer inquiries and complaints in an empathetic manner.l Adhered to all confidentiality requirements at all times.l Solved unresolved customer issues.l Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.l Strong leader of customer support staff.l Identified individual development needs with appropriate training.l Fostered an environment which encouraged continual process improvements.l Devised and published metrics to measure the organization's success in delivering world class customerservice.l Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.l Maintained up-to-date knowledge of product and service changes.l Managed work flow to exceed quality service goals.

Managed a portfolio of 2 national accounts that generated [26M] in sales. Maintained friendly and professional customer interactions at all times. Completed company leadership training program. Investigated and resolved customer inquiries and complaints in an empathetic manner. Adhered to all confidentiality requirements at all times. Solved unresolved customer issues. Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals. Strong leader of customer support staff. Identified individual development needs with appropriate training. Fostered an environment which encouraged continual process improvements. Devised and published metrics to measure the organization's success in delivering world class customer service. Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals. Maintained up-to-date knowledge of product and service changes. Managed work flow to exceed quality service goals.Maintain employees work scheduleWork with Team Members through companies Talent Management Program to ensure they meet the goals and performance that we set yearly. Have quarterly one on one counseling sessions with each team member.

Prioritized daily workflows, including all inbound calls, quotes and sales-related inquiries. Answered customers' questions regarding products, prices and availability. Emphasized product features based on analysis of customers' needs. Surpassed annual quota by 30%. Exceeded targeted sales goals by 20%. Maintained friendly and professional customer interactions at all times. Earned management trust by managing key customers. Provided an elevated customer experience to generate a loyal clientèle. Developed reputation as an efficient service provider with high levels of accuracy. Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.

Successfully managed production activities so all orders were shipped on time. Investigated and implement ideas for quality improvement, increased productivity and cost reduction. Championed quality initiatives. Managed documentation of and training on production procedures and work instructions.Lead Lean Implementation, 5S processes on the factory floor.Helped redesign factory floor from units to cells using the pull method, identified bottle necks in factory processes so they could be reengineered for efficient flow.Helped in training team members to become qualified for self check through our quality process.Created flow charts for cells to be able to clearly document run cycles and quality to increase output by 15% in 4 cells in our sheet metal department.