Experience

S & M Moving Systems

• United States
• Truck Transportation
• 1 - 100 Employee

• General Manager Customer Service Quality & Sales

  • Jun 2022 - Present

• Customer Service Manager

  • Mar 2014 - Jul 2022

  Manage a team of CSR's for household goods relocations for both domestic and international relocations. Manage communications between the customer service team and other internal departments and teams. Resolve customer and client inquiries and issues. Schedule and organize vendors for professional relocations. Develop cost estimates and analysis for client relocations.Provide weekly, monthly and annual reporting for upper level management. Developed and established department metrics to define standard to measure the customer team by individual and the department as a whole. Lead and support a customer service team that has improved performance from 33 percent up to 92 percent in an 18 month period. This has resulted in industry award for Customer Choice in 2014, 2019 and Heart of Quality awards for team individual in 2016. Initiated and manage the Quality Team with other team managers in order to improve and maintain quality of service. Monitor and report on the Quality Team's improvements and progress. Established the corporate goal for the team to achieve Best in Class in all departments in relation to our competition for this year and going forward. As a result, achieved the Customer Choice and Performance Excellence awards for 2019 within our vanline industry achieving a 60 percent increase in performance.Rebranded household division which has permeated through to other divisions. This has included leading a team which designed the new corporate web site with the intention of attracting new consumers and driving sales. First year ROI was 41%.Mentor and support Safety Committee to improve workplace safety both internally and on the job site.Lead safety teams through the process of rewriting and establishing updated IIPP for company. Planned and organized Safety Month and roll out of IIPP for all corporate teams.Work with and provide support to the sales team through the use of virtual and digital platforms available to our industry.



Humboldt Storage & Moving

• United States
• Truck Transportation
• 1 - 100 Employee

• Customer Service Representative

  • May 2002 - Mar 2014

  Customer Service Representative for Humboldt on client site. Coordinated domestic household good moves for a variety of the client's customers across the U.S. and Canada. Worked with various vendors and agents to insure a smooth, relaxed move for the customers. Provided reporting to the client, as well as data entry in to Humboldt's and the client's databases. On site customer liaison between employer, client and customers. Customer Service Representative for Humboldt on client site. Coordinated domestic household good moves for a variety of the client's customers across the U.S. and Canada. Worked with various vendors and agents to insure a smooth, relaxed move for the customers. Provided reporting to the client, as well as data entry in to Humboldt's and the client's databases. On site customer liaison between employer, client and customers.