John Warner Email & Phone Number

Oversaw all aspects of Customer Service for a lift and shift model for Applied Biosystems. Maintain a high level of seamless service to our customers, working closely with our Austin site, distribution centers and product planners.I am fully accountable for performance against objectives of 10+ person call center (10,000 plus calls per month), as well as Key Accounts and standing orders. Provide support for open order management and the reduction of complaints, through various established forms of communication. Handle escalated complaints and work towards reducing complaints through a proactive positive approach process. Provided information to help improve and redevelop SAP training program and Quality Assurance program (metric based).Provide immediate daily supervision to Customer Service staff with both short term and long term department tasks and objectives. Recommend process improvements through analysis of workforce metrics.Provide annual reviews, service recognition and improvement plans in conjunction with the Customer Service Manager and Human Resources.Identified opportunities for process improvements, working with Project Management Team. Working on multiple process improvements plans currently.Provide coaching and feedback related to performance using departmental metrics and maintains company service level standards.Handle escalated customer service issues through direct personal action. Effectively resolves complex customer complaints concerning all areas of the company in a professional manner by building a rapport with the customer using interpersonal techniques (The approach I use is to find an immediate solution to the customer concern and or issue, along with a follow up call one week later and work on a preventative solution, if applicable), networking techniques, and creative problem-solving techniques.

Processed orders for genomic team (primers, mappairs and clones) Process catalog phone, fax and email orders and web order failuresGovernment team, enforced established government requirementsMaintained strong working relationships with the contracts team with the changing business requirements.Service Merchandise

Supervise the Order Administration team for Applied Biosystems@lifetechnologies

Specifically worked on government requirements, Siebel integrations for complaint management, complaint management, basic order entry processes, standing order process, script writing, testing, design books, and order confirmationsPerformance and Training Coordinator (2002 - 2005, 2007- 2009) Specified and created tools to increase efficiencies in the workplace, and work directly with project managers and supervisors to develop customer-focused content.Maintain checks and balances to ensure that new processes were being followed by CSRs such as new web registrations, clone orders, CRM and literature requests.Designed and developed training material, job aids, work flow processes, PowerPoint presentations, standard operating procedures and selected manuals for customer service.Delivered instructional training and developed enhanced web base training.Quickly became subject matter expert on various system application and procedural changes during multiple mergers and acquisitions. Travel to various sites to gather information and train sites on new processes and proceduresAssisted in numerous projects and became subject matter expert due to strong skills in analyzing and implementing improvements for processes.Collaborated with training team on improving how training material is presented during new hire training and continuous training programs. Review established processes for efficiencies and changes to procedures.Provided usability feedback for website development projects.Streamlined and identified specific processes in the CRM system.Implemented improvements, interpreted daily work volumes and coordinated resources to meet department goals while maintaining customer satisfaction.

Supervised staffing levels and managed inventory levels.

Identified areas of improvement and implemented solutions Recruited and trained new team membersCoached, motivated and trained sales force to peak performance.Determined sales goals and incentives to achieve and succeed company goals.Analyze and interpreted daily work volumes and coordinated schedules to meet department goals while maintaining customer satisfaction, especially during special events and holidays.Worked with sales and marketing to develop specific ad campaigns for regional markets.Routine quality inspections of diamonds and other gems.Analyzed the need to develop customer sales list for improving customer base. Won Diamond Award, top honor to departments with largest percent gain to plans.

Identified areas of improvement and implemented solutions Recruited new team membersCoached, motivated and trained sales force to peak performance.Determined sales goals and incentives to achieve and succeed company goals.Analyze and interpreted daily work volumes and coordinated schedules to meet department goals while maintaining customer satisfaction, especially during special events and holidays.Worked with Sales and marketing to develop specific ad campaigns for regional markets.Purchased and maintained jewelry line within established budgets.Routine quality inspections of diamonds and other gems.Analyzed and developed customer sales list for improving customer base (using different demographics measurements).

Bs, Business, Labor Relations, Behavioral Sciences

Bachelor Of Science, Interdisciplinary Studies