Bulbrite IndustriesSenior Customer Relationship Manager
Dec. 2010 - Oct. 2015Moonachie, NJ• Develop and track KPI’s, develop and lead projects to improve customer service operations and exceed customer expectations.
• Developed internal training programs and associated materials to train the CR team on light bulbs and solutions for our customers. Developed an exam to have the team certified on our products.
• Strong operational experience in problem solving, route cause analysis to correct and prevents future issues to ensure an excellent customer experience.
• Excellent organizational, communication and leadership skills to motivate and promote outstanding service in a team environment.
• Strong knowledge of all customer service operations; order processing, invoicing, claim processing, call management and administration.
• Strong analytical skills, with experience managing employee metrics and reporting.
• Ability to inspire, implement and execute new processes and procedures effectively. • Enhanced customer service for customers through contact center process improvements and web-based customer portal. • Established strong collaborative working relationships with internal constituents whose support is critical in ensuring successful operational performance.
• Partnered with leaders across the organization (Product, Technology, Marketing, Distribution and Operations) to ensure that everyone understands the effects of all company initiatives as they impact customer satisfaction. • Worked with technical support to maintain and continuously improve the customer support platforms we employ, and seek out the most current and effective solutions. • Partnered with the sales team and management to continuously evaluate our platform and current marketplace best practices to ensure we provide the most satisfying customer experience possible, while optimizing sales (upselling) to assist in helping to hit revenue goals.
• Participate in weekly and quarterly Strategic Planning meetings focused on 1, 2 and 3 years company goals.