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<pre>Array ( [var] => cut_url ) </pre> Resume for Kent K. for Manager / Supervisor / Team Leader in Highland, Illinois. Search More Resumes for Manager / Supervisor / Team Leader on #EIR49QAVG

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Resume for Kent K. for Manager / Supervisor / Team Leader in Highland, Illinois

Occupation: Manager / Supervisor / Team Leader Industry:
Country: United States City: Highland
State: Illinois ZIP: 62249

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Kent M. K.
Regency Court Highland, IL Email:
Summary of Qualifications
Customer Service Management Professional with over years progressive experience
in the customer service, inside sales support within the commercial and industrial
manufacturing sectors. This is followed by years Customer Service Management in an
inbound call center supporting billing disputes and years supervisorial and analysts
positions over Accounts Receivable. A leader with a clear record of accomplishment in
streamlining processes and procedures in providing a worldclass customer service
experience, meeting customer commitments, add value, while reducing transactional
costs. An intelligent, hardworking professional, who is adaptable and enjoys challenges.
Core Competencies
|Customer Loyalty Service, Call Center|SAP |
|Logistics, Supply Chain, Distribution |Effective Negotiation |
|Talent Development, Mentoring |Lean Principles, Six Sigma |
|Project Management, Globalization |Accounts Receivable |
Professional Experience
Cooper BLine, $ Million in revenue
Customer Service, Inside Sales Manager,
Highland, IL, May January
. Managed Customer Service Representatives and Order Processing professionals
in the manufacturing arena of a $M global provider of innovative, laborsaving
support systems and enclosure solutions for engineered facility subsystem
applications supporting commercial and industrial electrical, mechanical, comm/data,
and solar markets.
. Using lean strategies, successfully mapped Cooper BLine’s legacy phone system
over to a CISCO VoIP phone system in November .
. Continually maintained strong relationships with the Supply Chain and Operations side
of the business to ensure that customer expectations delivery dates are met.
. Daily interface with Manufacturer’s Representatives, distribution, endusers contractors, and other
inter/intradepartment contacts through communication efforts including training on policies and
procedures as well as regular involvement with high profile orders/long term projects and other
miscellaneous issues including logistics and return authorization.
. International customer service experiences creating standardized workflow, process and procedures in
the global market place including export sales and distribution.
. Cofacilitated adopting the Lean Daily Management System LDMS principles into the
transactional world of Customer Service Q. Recognized by Cooper Industries
Corporate office by receiving the Quality Award in for Excellence in Continuous
. Successfully trained on Manufacturing Variance Program MVP using the ADVANCE roadmap and
Lean Six Sigma methodology. Completed several projects streamlining processes bringing higher
quality and increased focus and attention to delivery commitments to meet or exceed customer
. Dec through Nov appointed Team Lead on the Quote to Cash QTC module for the
implementation of SAP, integration of a new enterprise business system EBS.
. Participated in an international rollout of SAP EBS system as a two week onsite support group in May
to a Cooper BLine sister division in Highbridge, UK.
Kent M. K.
Regency Court Highland, IL Email:
WorldCom, Inc., One of the largest telecommunications companies in the world, $+
Billion in revenue
Customer Service, Dispute Resolution Manager, Weldon Spring, MO, May –
. Coordinate and monitor even workload distribution for as many as inbound Call
Center customer service/billing analysts.
. Lead effort at departmental level for qualifications towards ISO certification.
. Central point of contact for ongoing maintenance to ensure continued ISO compliance.
. Responsible to authorize customer level adjustments up to $,.
. Develop and implement BITS Billing Issue Tracking System and reporting within the business
. Successful in reducing % of billing dispute issues in the Q with an impact of $.M.
. Provide detail executive level reports through Customer Service & Service Operations, as well as Sales.
. Participate in weekly regional sales/center progress updates, monthly close package, and credit reviews
with senior executive management.
. Facilitated work groups team to attack special projects, system enhancements, and
updates to the organization’s process and procedures.
. Maintained a standard of customer quality service to meet or exceed service level
. Ensured that work groups teams were transferring customer satisfaction into %
customer loyalty.
Supervisor, Accounts Receivable,
St. Louis, MO, September May
. Promoted to supervise a group of fulltime and contract employees whose
responsibilities were the processing of customer adjustments and the posting of one
time credit card payments while maintaining adequate audits and controls.
. Ensured the accuracy and efficiency of the work being processed.
. Responsible for successful management of multiple departmental statistical database information.
. Generated monthly departmental operational reporting and trend analysis.
. Coordinated intranet web design and deployment of internal tools MSAccess databases to increase
the overall productivity and efficiencies.
Staff Administrator, Accounts Receivable, St. Louis, MO, October
. Responsible for daily collector and branch support involving general and small
business research and unapplied cash/credit assignments.
. Ensured accuracy and timeliness as CARMS Security Administrator/application contact and terminal/PC
support and troubleshooting.
. Managed multiple monthly lockbox reconciliations.
. Provided department support for ad hoc statistical and production reporting, including trending and
. Responsible for database management and generated SAS reports to guarantee that continuous
production schedules were met to comply with departmental, organizational, and company’s goals.
Kent M. K.
Regency Court Highland, IL Email:
Accounts Receivable Analyst, St. Louis, MO, October – October
. Responsible of daily cash application for commercial and residential customers,
customer account research/analysis, and general customer service.
. Maintained monthly corporate reporting of cash receipts.
Bachelor of Science in Business, Finance
Eastern Illinois University, Charleston, IL
Leadership / Community
Highland Volunteer Fire Department, – Present
Promoted to Lieutenant, August

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