CARLI A. BAKER13229 Ivy St, Gibraltar, MI Cell :(313)218-5017

CarliBaker4@gmail.com

OBJECTIVETo secure a position as a Project Manager and Customer Care professional.

SUMMARY OF QUALIFICATIONS More than 15 years experience in Customer Service, and 10 years of leadership

experience Proficient in Microsoft Office, with excellent written and verbal communication

skills

PROFESSIONAL EXPERIENCE

Archway Marketing, Romulus, MI – October 2000 – November 2015 Account Representative – March 2013 – November 2015

All prior Customer Service Supervisor responsibilities in addition to the below: Leadership role in project management First point of contact for client regarding ongoing business requirements

including key account projects Work closely with account management, or directly with Clients to assure

overall customer satisfaction Collaborate with account management to produce quarterly Business Reviews;

participate and assist in facilitating Business Review sessions Manage quote preparation for presentation to the client Coordinate International shipments; ensure all required documents are accurate

for customs clearance

Customer Service Supervisor – June 2005 – March 2013 Responsible for supervising anywhere from 12 to 18 different administrators

daily work activities. CQOS training documentation creation and work instructions Administer training plans Creation and administering of written reviews and corrective action plans Oversaw key business and operational processes within the department,

focusing on the day to day program requirements for my accounts to ensure a high level of client and customer satisfaction

Achievement of client satisfaction metrics and SLA’s; and development of customer relationships

Ensure excellent performance of administrators when servicing clients by managing workloads evenly, delegating and distributing work

Periodically evaluate current processes to provide recommendations for Company and/or client process improvements and cost savings

Manage inventory levels and monitor shipments Assist with forecasting budgets; participate and contribute to client invoice

reviews

Account Administrator – October 2000 – June 2005 Handle all day to day administrative tasks required by the Ford Client. Serve as contact for client and customer inquiries, orders and issue resolution

through customer phone lines and email. Need for knowledge and thorough understanding of specific operation systems

for order processing, data set up, reporting, telephone and email support.

1

Inventory and returns research, scrap order processing. Accurate and Timely order execution. Client collaboration on program requirements to assist in maintaining the

integrity of inventory and order processing. Reconciliation of vendor invoices and work with the client to resolve billing

questions or issues. Creation of final pay invoices for the client.

PROFESSIONAL EXPERIENCE, CONTINUED

Kohls Dept. Store, Farmington Hills, MI – October 1998 – September 2000

Department Supervisor Oversaw Children’s Department, set weekly floorset (merchandise), set weekly

ads, organized racking and shelving, re-stock racks and shelves, maintain and organize back stock room, assist customers daily, maintain fitting rooms, create department employee schedules, assisted on POS

EDUCATION

Bachelor of Business Administration in Progress, Junior year. Eastern Michigan University.Associates of Liberal Arts. Schoolcraft Community College. 2004

2