A highly accomplished customer relationship management leader who excels in improving processes, systems, and tools to ensure full customer satisfaction across high-volume, large-scale operations. Demonstrates excellence in developing policies and processes to resolve customer complaints quickly and effectively while ensuring accurate processing of all orders and returns. Optimizes operational performance while providing leadership in building, mentoring, and training team members, including instructing colleagues/clients in new applications and platforms.🔹 Select Career Highlights• Managed claims analysis and processing for Tetra Pak’s growing customer base in the US/Canada market, capturing a supplier recovery rate of 89%.• Coached and trained employees on implementing and using new issue resolution policies and processes; reported engagement to local process drivers and project management teams.• Trained team members of merged/integrated companies on guidelines and rules related to warranties, acceptance and reporting of claims, and any changes in the process. • Improved the efficiency of the parts order fulfillment process through active participation and end-user testing of a new customer-facing E-Business tool.🔹 Areas of Expertise◾ Customer Relationship Management ◾ Training & Development ◾ Continuous Process Improvement◾ Policy Development ◾ Financial Analysis ◾ Problem Solving ◾ Inventory Management ◾ Warranty Analysis ◾ Service Administration ◾ Regulatory Compliance ◾ Customer Service ◾ Quality Control ◾ Team Leadership ◾ 5S Methodology ◾ Implementation ◾ SAP: Customer / VA01, Claims / IW51, Service / IW31
