Tammy Russell

Customer Service Manager @Taylor Corporation

Dayton, OH, US

Customer Service Director (since 2018)Manage teams in a variety of markets including healthcare, promotional products, marketing and document management in U.S. and Canada. Indirectly supervised call center that received inbound phone calls from some of our larger customers in a variety of markets. Administer budgets and monitor performance-to-plan. Restructured department to better focus on both servicing our key accounts and our smaller transactional customers Assisted with numerous projects to improve operational efficiency and improve profit margins across the business Designed internal survey that enables sales representatives to evaluate quality of support received so that we could make changes that would improve the customer experience Worked with customer service leadership team to transition field-based accounts into Customer Service Office, and contact field directors weekly to ensure accounts are correctly converted. Assisted in the roll-out and training of new order entry tools for the Customer Service Representatives to use in their day to day work Responsible for recruitment and the implementation of the new hire training programs Winner of Customer Service Leader of the Quarter in 2011 and 2013 Developed contests within the team to assist with achieving sales goals set by the company.

East Tennessee State University

BBA, Marketing