Judy Pulliam Email & Phone Number

United States

• Manage 14 customer service representatives at 2 locations, training employees on improving skills and following best practices; leads to improving staff motivation to perform at optimal levels• Created comprehensive operating procedure manual for employee training and reference, improving team results by working in cohesive manner• Significantly improve response time to customers by approving additional security clearance to representatives, allowing prompt access to information• Conduct training and certify representatives through CD Rom program approved by International Customer Service Association, focused on proactive actions to improve service• Streamline processes by utilizing public server for easy accessibility, reducing paperwork to paperless system; continues to improve quality of results and productivity of employees• Collaborate with sales, scheduling and engineering departments to brainstorm and identify successful operational strategies, resulting in further development of customer service team• Continue to reduce office supply costs by $3500 through conversion of paper sales and booking reports to paperless system; resulted in other departments converting to similar paperless systems• Identified software program to convert paper invoices and orders to pdf files, improving operational efficiency and saving company more than $25K per year

• Effectively managed 11 employees to maximize operations and develop confidence in providing quality service in compliance with company best practices• Developed comprehensive training manual of defined procedural guidelines for department, improving training results and empowering employees to reach goals• Instrumental in customer service rollout project for new software system, significantly reducing errors and credit delays• Created and maintained all pricing agreements and pricelists within IFS system, improving accuracy of results by 96%• Participated in ISO quality system review team to ensure accuracy and passing of audits, resulting in successfully passing each audit• Received outstanding performance certificate from manager for participation in successful implementation of IFS system

Developed a customer service center for the Northern Area Hdqtrs in Itasca, IL. Managed 6 customer service representatives, 1 purchasing agent and 5 warehouse employees.Wrote a complete Procedure Manual for the department and participated in creating a product training program for the sales staff. Assisted in software conversion and training of eight distribution locations.

Taking customer orders over the phone, interaction with sales representatives and distributors, and normal customer service functions. In absence of manager, supervised Michigan City customer service personnel. Also, assisted in relocation of our distribution office in Los Angeles, California, by acting as Interim Manager. During my tenure at this company, I held the positions of Powder Actuated Specialist and Distribution Analyst.

Small Business Management

Supervisory Courses

Certificate, Photography

Certificate In Customer Service