Experience

Levenger Company

• United States
• Retail
• 1 - 100 Employee

• Senior Director, Customer Experience & Sales

  • Apr 2021 - Present

• Director of Customer Care

  • Jul 2018 - Apr 2021



Protano's Bakery

• United States
• Food & Beverages
• 1 - 100 Employee

• Operations Manager

  • Mar 2017 - Jul 2018

  • Accomplishes customer service human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; monitoring, appraising, and reviewing job contributions and compensation actions; enforcing policies and procedures. • Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; identifying customer service trends; determining system improvements; implementing change. • Determines customer service requirements by maintaining contact with customers; visiting operational environments; benchmarking best practices; analyzing information and applications. • Improves customer service quality results by studying, evaluating, creating and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes. • Key contributor in the successful development, roll out, enhancements and full implementation of the new ERP system, including all customizations within the development of the software along with holding customer satisfaction at high levels during the migration and complete facility move. • Creates daily production forecast numbers based on sales and updates the production team of any current shortages and or updates for inventory planning figures for the day. • Involved in long-term business planning at the management and executive level along with overseeing multiple department operations, answering questions and recommending actions to address concerns. o Project Manager for the facility move including the implementation of a fully electronic call center and VOIP phone system. Show less



Thales

• France
• IT Services and IT Consulting
• 700 & Above Employee

• Meghas/Military Program Acct Mngr

  • Jul 2014 - Mar 2017

  • Acts as liaison in all areas requiring customer communications including repair administration, estimate approvals, purchase order revisions and invoice management.• Evaluate warranty claims with respect to manufactures warranty period, entry of product into service, and repeat failures.• Properly identify solutions such as loan or exchange units proactively in order to meet/exceed customers TAT requirements.• Quote sale or exchange/loaner price, validate all work order data in SAP to ensure proper business analysis and ensure the return of Thales owned equipment back into inventory.• Based on general guidelines, generates estimates and sets not-to exceed (NTE) authorization levels allowing labor hours and material cost to be applied to customer units for technician repair activity as required by site specific procedures.• Work as a team member of OEMS France in order to support an AOG request through our worldwide stock program.• Meets and exceeds the 4 hour processing time requirement for all AOG requests.• Created and implemented the use of a specific invoice for all Brazilian exports which is utilized throughout the company and create shipping documents for both domestic and international destinations and ensure that all Customs requirements are met. • Proactively monitors exchange and AOG stock levels based on repair history and new or existing retrofit programs.• Collaborates with Shop, Engineering and Retrofit teams to make recommendations based on technical data, warranty and repair cost performance.• Run daily production meetings to review repair status and come up with improvement plan on any TAT delays.• Investigates open issues regarding the AOG and/or exchange activity and works closely with account management team and field service managers to drive customer issues to ground. Show less

• Senior Logistics & US Customs Lead

  • Jul 2012 - Jul 2014

  • Primary contact for all US imports for all Thales locations including customer drop ship units.• Providing brokers with Harmonized Tariff Schedule classifications instructions for all import shipments.• Verified all entry packets to assure information provided to the broker was used properly on the entry.• Created and maintain an organized electronic filing system for all entry packets submitted to customs for compliance purposes.• Streamlined the brokerages originally used into one main worldwide brokerage along with utilizing FedEx in order to reduce the cost of imports.• Main contact for all customs related inquiries including HTS, Schedule B, ECCN, licensing information and all AES/ACE filing.• Maintained the classification database for all part numbers including license requirements.• Created and implemented an Import Training Guide which is still currently being used. Show less



E.H. Harms USA

• Elizabeth, NJ

• Customer Service Manager - Import Specialist

  • Feb 2008 - Oct 2010

  • Lead all office functions including recruiting, interviewing, training, and coaching all employees. • Provided customers with immediate updates, quotes and status on all exports and imports. • Attained customs validations on titles for export of vehicles. • Booked ocean exports through various shipping lines for all ro-ro and container shipments. • Created masters and provided the shipping lines with all accurate documentations required for export. • Submitted all exports for AES processing prior to exportation for clearance. • Maintained organization and efficiency through the automatic ordering, replenishing and maintaining of all office supplies. • As the lead for all imports I also handled the payment and processing of all duties and tariffs on goods coming into the US. • Processed all ocean and air imports for ISF 10+2 and all electronic entry packet submittals and clearance with a 98% accuracy. • Main contact for accounts receivables, payables, making bank deposits and handling large amounts of cash. Show less



Velocity Express

• United States
• Transportation, Logistics, Supply Chain and Storage
• 100 - 200 Employee

• Operations Manager

  • Jun 2006 - Jan 2009

  • Onsite at our client Williams-Sonoma’s EDCD2 location in Jamesburg, NJ, on call 24/7.• Supervised daily load out of 18 – 22 Independent Contractors beginning at 4am Monday thru Friday.• Lead the daily meeting with the WS management team for recaps of load out issues that may occur due to their staff errors.• Ensured that all truck seals are placed properly after load out as an imperative role in loss prevention.• Enforced guidelines and procedures in order to assure that all rules/regulation and SOP’s are being followed at all times.• Maintained daily tracking reports, dispatch logs, process all parking tickets and maintained accurate parking ticket logs.• Planning, directing, coordinating and maintaining efficient transportation services for the client 7 days a week.• Provided last minute solutions on rush deliveries at any time in the NE area 7 days a week.• Was able to provide immediate results for any last minute urgencies 24/7.• Was hands on many times by getting behind the wheel of a truck and making the deliveries if there was a driver shortage. Show less

• Customer Service Manager

  • Nov 2005 - Jun 2007

  • Determined call center operational strategies by conducting needs assessments, performance reviews, capacity planning, cost/benefit analyses, and initiating corrective actions.• Maintained and improved call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses.• Leaded all call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and reprimanding employees.• Administered schedules, communicating job expectations, planning, monitoring, appraising, and reviewing job contributions and enforcing policies and procedures.• Met call center financial objectives by estimating requirements; preparing an annual budget, and scheduling expenditures.• Prepared call center performance reports by collecting, analyzing, and summarizing data and trends.• Attended educational workshops, establishing personal networks and benchmarking state-of-the-art practices.• Streamlined processes by exploring opportunities in where I was able to remove tasks that were not value added to the role. Show less



Staff Management Group LLC

• Perth Amboy, NJ

• Senior Recruiter/Assistant Branch Manager

  • Jul 1999 - Feb 2006

  • Main recruiter for all open positions • Oriented newly hired employees to company procedures, safety rules and accident procedures • Reviewed, confirmed, organized, and maintained information on customer orders adhering to companies' policies and procedures • Scheduled employee transportation to client job sites and responsible for timely dispatch of 40 - 100 employees • Interviewed, evaluated, selected and processed new employees to meet company standards and client needs • Worked with management to properly document and follow up with workers compensation procedures • Created weekly spreadsheets for client's payroll • Assisted Manager with client onsite evaluations and employee set up Show less