Customer Service Manager

DAVRON CV: Candidate 3823206

CUSTOMER EXPERIENCE & OPERATIONS MANAGER | ORDER FULFILLMENT, TEAM LEADERSHIP & PROCESS IMPROVEMENT

Core Expertise

• Customer experience leadership overseeing end-to-end order lifecycle and fulfillment operations.
• Cross-functional coordination with Production, Scheduling, Sales, and Quality to resolve escalations.
• KPI-driven performance management focusing on CSAT, NPS, response time, and resolution rates.
• Process redesign and documentation overhaul to accelerate onboarding and improve consistency.
• Inventory planning and sales forecasting initiatives that optimize stock levels and working capital.

Project Background

• Led a strategic customer rescue project meeting aggressive delivery requirements while protecting other commitments.
• Revamped 46 departmental work instructions across regions, completing full updates within three months.
• Reduced aged inventory by 32% through targeted promotions, inter-regional transfers, and disposition planning.
• Prepared and presented sales and product review materials for executive S&OP decision-making.
• Implemented voice-of-customer programs and KPI reporting to identify gaps and drive continuous improvement.

Key Skills

• Order management & fulfillment lifecycle
• CSAT & NPS monitoring | KPI reporting and analysis
• Process documentation, training development, and onboarding optimization
• Inventory management, sales forecasting, and aged-stock reduction strategies
• ERP and CRM platforms: Oracle, JDE, Salesforce, Concur for operations and order management
• Microsoft Office (Excel, Word, PowerPoint, Outlook) | Google Drive for collaboration

Education

• B.A., Human Development — California State University, East Bay

Awards & Recognition

• Management Skills and Leadership Development Certification — Master Class Management
• PMP Project Management Training — Vision Training Systems

Why Interview this Candidate?

A seasoned customer experience and operations leader with over a decade of progressive responsibility in order fulfillment, account management, and team leadership. Demonstrated track record of measurable impact, including a 32% reduction in aged inventory and rapid global documentation updates that shortened onboarding time. Brings strong cross-functional collaboration skills, ERP/CRM fluency, and a KPI-driven approach to elevate service levels and operational efficiency.