Treena Tutor Email & Phone Number

La Palma, California, United States

The Service Support Manager is a customer-centric and product-centric role, responsible for providing leadership and support to the team while partnering with internal departments to provide fast, seamless product support & service. Successful candidates will have previous experience working in the manufacturing, wholesale, and/or distribution environments, focusing on providing a customer-centric experience by anticipating customer needs and exceeding them with the highest level of satisfaction.• Provide leadership, direction, and support to the Customer Service & Technical Support teams.• Identifies and develops process improvements and supports objectives to increase efficiency and productivity.• Monitors and presents weekly/ biweekly reporting on department KPIs, utilizing existing ticket tracking and phone system software, identifying areas of improvement to increase customer service quality and satisfaction.• Promotes organizational and departmental goals by providing continuous customer-centric service and support to external and internal customers.• Provides teams with guidance and support in addressing difficult or complex problems and managing escalated complaints or disputes.• Independently prioritizes and executes proactive and reactive customer leadership touchpoints.• Serves as a subject matter expert by keeping up with product trends, vendors, and services, analyzing gaps, and recommending solutions to the purchasing department.• Provides customers with recommendations and solutions to inquiries by acquiring continual knowledge of company products, services, and operations.• Builds strong relationships by championing the customer experience through feedback and surveys.• Partners cross-functionally to coordinate outbound controls, including shipping, will-call, and logistics, to ensure timely product delivery.

Irvine, California, United States

• Reviewed 750+ customer contracts per month ($6M+/year) to ensure accurate pricing with each hospital; saved the company $800K+ per year by identifying pricing discrepancies • Performed in-depth analyses of client ordering and purchasing systems to ensure optimal accuracy and efficiency.• Identified and rectified discrepancies between contract prices and SAP records, ensuring financial integrity. • Resolved pricing discrepancies, maintaining up-to-date pricing structures, and enhancing operational accuracy.• Conducted thorough research on pricing accuracy in SAP ERP, Salesforce.com Contact Manager, and GHX EDI systems before customer engagement, maximizing platform usage to streamline and improve customer interactions.• Collaborated proactively with customers and the contracts department to address pricing discrepancies, maintaining clear communication channels for rapid issue resolution, and ensuring customer satisfaction and efficiency.• Analyzed reports to identify key performance indicators (KPIs) for external customers and internal teams, driving operational excellence and boosting customer satisfaction through continuous improvement initiatives.

Anaheim, Ca

• Managed a portfolio of 6 major accounts, driving $6M+ in annual revenue for Nellson (food manufacturing company).• Establishing and maintained trust-based relationships with corporate executives to ensure optimal customer success.• Executed the full sales cycle, from initial lead processing through NPI and purchase order processing.• Compiled comprehensive reports on sales, production, and inventory by meticulously analyzing data.• Addressed and resolved issues in accounting, billing, and service delivery, consistently enhancing client satisfaction.• Led final tastings and packaging discussions for new products, ensuring adherence to FDA standards.

Orange County, California Area

• Supervised 1 Traffic Supervisor and 5 Couriers, overseeing sample pickups and sampling for FDA-detained products.• Directed a team of 7 Client Service Associates, ensuring efficient handling of incoming communications, accurate sample entries, and thorough clerical reviews of lab results.• Provided strategic leadership for company-wide office department functions, ensuring seamless coordination of staffing.• Enforced strict oversight of procedures, ensuring the timely and accurate delivery of test results to clients.• Collaborated with Chemistry and Microbiology departments to ensure timely sample entries in the LIMIS system.

Anaheim, California, United States

• Led the client relations team to deliver exceptional customer service, fostering a culture of excellence.• Streamlined call center operations by implementing efficient scheduling, comprehensive training programs.• Monitored and optimized call center metrics and KPIs, consistently exceeding service level agreements (SLAs).• Developed and implemented quality assurance programs to ensure compliance with company guidelines.• Conducted in-depth analyses of client feedback and trends, identifying key opportunities for process improvements.• Collaborated effectively with sales, technical support, and operations teams to optimize client interactions and swiftly resolve issues, enhancing overall client satisfaction.

Orange County, California Area

• Led the Implementations Department, guiding a team of 21 account coordinators and managers to consistently achieve exceptional and timely onboarding for all new properties and products.• Streamlined and optimized billing, utility expense management, and repayment processes.• Engineered a robust case structure for all products within Microsoft Focus CRM, fully utilizing the system's reporting capabilities and dashboards for enhanced visibility.• Partnered with operations, product management, and contractors to launch a client-facing website, providing clients with real-time tracking of the implementation process.

Orange, Ca

I managed daily operations as well as supervise, train, and mentor staff in the areas of customer service and sales. I also value building long-term relationships with customers, vendors, and worldwide manufacturers in order to encourage quality, timeliness, and best pricing. Notable Accomplishments:* Achieved six-year track record of profitability as a small business owner.* Integrated technology to support seamless operations in inventory, shipping, accounting, tax collecting, customer relations, and vendor management. * Consistently worked on brand development, web site traffic growth, web site UI and advertising revenue.The Body Complete sells body, wellness and health products that are natural and Eco-friendl

Irvine, Ca

During my time with the company, I managed the Technical Support and Customer Service Department, ensuring superior customer service throughout the customer experience. Additionally, I regularly troubleshot and resolved escalated customer issues via phone. Notable Accomplishments:* Oversaw the call center with over 10 agents handling 300+ calls a day.* Streamlined processes through Salesforce.com to fully utilize the reporting capabilities and database to report failures to the factory, manage inbound calls, and track returns.* Designed and facilitated training classes for industry professionals.* Developed a referral program enabling certified experts to be sent off-site to correct installation issues or service complex installments.

Irvine, Ca

During my tenure, I leveraged my expertise to contribute valuable recommendations throughout the project lifecycle for system testing and implementation projects. As part of this process, I presented insight and feedback to senior management.Notable Accomplishments:* Directed the testing and implementation of the Acresso Software licensing project.

Irvine, Ca

I had the opportunity to lead a global customer support team within the local office and France, which included facilitating customer support team training and transitioning the point-of-sale and commission process over to the sales team.Notable Accomplishments:* Performed testing and implementation of Acresso Software Licensing and Entitlement maintenance system, confirming all business scenarios worked properly.

Irvine, Ca

Serving in a dual capacity role, I simultaneously supervised three Customer Support Representatives located overseas in France. The role also encompassed the critical function of handling all Product Change and End of Life Notifications for products as well as reviewing all orders for accuracy.Notable Accomplishments:* Key member of the implementation team tasked with testing Order Management, Finance, Pricing, Inventory and Operation modules, as well as upgrading systems to Oracle 11i from 11.0.3.* Managed integration from Clarify CRM to Saleforce.com for knowledge database and call center tracking.

Irvine, Ca

As a Sales Analyst, I compiled and processed all point-of-sale information received from worldwide distributors. I was also accountable for maintaining and updating four price books, including customer discounts and system holds. In addition, I supported remote offices with policies and procedures, training, returns, and inquiries. Notable Accomplishments:* Increased customer satisfaction by building positive relationships, researching inventory and pricing issues, resolving product problems, and responding to customer concerns and issues in a timely manner.* Prioritized shipments and allocated products, resulting in reduced backlogs.

Irvine, Ca

For five years, I provided superior customer support via in-person, phone, email, or fax. Processed orders, provided customer information, and resolved billing, shipping, and product issues promptly. Working directly with remote offices, I handled policy and procedure updates, training, returns, and inquiries, as well as performed system testing and monitored any system changes. Notable Accomplishments:* Conducted customer satisfaction surveys and quarterly business reviews to capture customer feedback, implementing an improvement plan to rectify any performance gaps.* Implemented Clarify CRM database for the call center in Customer Support and Technical Services to track all inbound calls and technical issues.

Master Of Business Administration - Mba, Business Administration And Management, General

Emphasis in operations and supply chain management

Bachelors, Business Management, 3.98 Gpa

Bachelors Degree in Business Management